Last updated: 16 February 2026 (Adelaide)

Nurse Aid Australia Pty Ltd (“Nurse Aid Australia”, “we”, “us”, “our”) is committed to protecting the privacy, dignity and rights of NDIS participants, their nominees and families, and our workers and contractors as well as visitors to our website and mobile applications. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and meet our obligations under the NDIS Practice Standards and other applicable laws.

1. Who this policy covers

This policy is covers the following: 

• NDIS participants (including prospective participants), their nominees/guardians and families, 
• Support coordinators, plan managers, allied health partners, referrers and other stakeholders, 
• Our employees, contractors, job applicants and volunteers, and 
• Visitors to our website, social media channels and users of our mobile application. 

To enable us to provide our services, you must provide personal information that is accurate, complete, and up to date and must promptly notify us of any changes to your personal details, contact information, NDIS plan details, funding arrangements, nominee or guardian status, health information relevant to service delivery, or other material information, and ensure that any information you provide about another person (such as a nominee, guardian, carer, or emergency contact) is accurate and that you are authorised to provide it. If you provide information that is inaccurate, incomplete, or out of date, this may affect our ability to deliver our services or may result in delays.  We may take reasonable steps to verify information where necessary to comply with our legal and regulatory obligations.

2. The kinds of information we collect

Depending on your interaction with us, we may collect:

• Identity & contact information: name, date of birth, address, phone, email, emergency contacts, authorized representatives/guardians.
• NDIS & service information: NDIS number, plan details, goals, service bookings, support notes, incident/complaint records, risk and behavior support plans (including any restrictive practice authorizations).
• Health information (sensitive): diagnoses, assessments, medications, allergies, mobility/communication needs, disability status, clinical reports, support needs.
• Employment/contractor details: resume, qualifications, right-to-work, clearances, payroll/compliance records.
• Website/online analytics: IP address, device or browser details, pages viewed, usage data, form submissions, cookies and similar tools.
• Mobile application and device information: device type, operating system and location information (precise GPS or approximate network-based location), when you grant permission.

We collect only what is reasonably necessary for our functions as a NDIS provider and manage it consistently with the APPs. Please note that  we not adopt, use, or disclose any government-related identifiers (such as tax file numbers, Medicare numbers, or NDIS participant numbers) as our own identifiers for individuals, unless:

• Required by Law: The adoption, use, or disclosure is required or authorized by or under law.
• Necessary for Functions: The adoption, use, or disclosure is necessary for us to fulfill our functions or activities.
• Consent Obtained: The individual has provided their consent for the adoption, use, or disclosure of that identifier.

We are committed to ensuring that any government-related identifiers are handled in accordance with the Australian Privacy Principles and relevant privacy legislation.

If you choose not to provide personal information that we reasonably require to deliver our products or services, we may be unable to provide some or all of our services. Where the collection of personal information is required or authorised by law, and you do not provide that information, we may be unable to comply with applicable legal requirements.

3. How we collect information

• Directly from you (in person, by phone/video, email, forms, or via our website or mobile application).
• From third parties with authority (e.g., nominees/guardians, family members, support coordinators, plan managers, health professionals, previous providers) with your consent or where authorised/required by law.
• Automatically via our website analytics, cookies, mobile app technologies, and device permissions (including location services when enabled).

4. Why we collect and use information

We collect, use and disclose personal information only where reasonably necessary to perform our functions as an NDIS provider and to operate our services and mobile applications.

• Deliver, coordinate and improve NDIS supports
• Develop care and behaviour support plans
• Manage bookings, rostering and NDIA claims
• Operate and secure our systems
• Enable mobile app functionality such as scheduling, attendance confirmation and service delivery
• Collect location information only with permission between clock in and clock out period of service    time. 
• Compliance with applicable laws, specifically NIDS Commission requirements 
• Safety and quality assurance 

We do not use location information for continuous tracking, marketing or advertising purposes.

5. Disclosures we may make

We may share personal information with (as relevant):

• NDIA and the NDIS Quality and Safeguards Commission.
• other NIDS providers 
• Support coordinators, plan managers, allied health/medical professionals, hospitals and pharmacies involved in your care.
• IT/cloud, mobile app, analytics and cyber-security service providers who support our systems.
• Auditors, insurers, professional advisers, and regulators.
• Others you authorize (e.g., nominees/guardians, family members, carers ).
• Authorized staff or service partners where necessary to deliver location-based or mobile services.
• Payment processors. 

We disclose only what’s necessary and take reasonable steps to ensure appropriate safeguards are in place, consistent with the APPs and NDIS obligations. We do not sell personal information or location data.

6. Overseas disclosure

Some trusted technology, cloud or analytics providers may store information in Australia and/or overseas. Where this occurs, we take reasonable steps to ensure overseas recipients handle personal information in a way that is substantially similar to the APPs.

7. Data security and retention

We use technical, physical and administrative safeguards to protect personal information against loss, misuse, interference or unauthorized access, modification or disclosure.  These safeguards include secure servers, encryption and access controls. We retain records for the periods required by law and our retention schedule, then securely destroy or de-identify them by 30 days.

8. Your rights 

You have the right to information about your data, access it, correct inaccuracies, and withdraw your consent.

• Anonymity/pseudonymity: Where lawful and practicable (e.g., general enquiries), you may interact with us anonymously or using a pseudonym.
• Access & correction: You may request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out-of-date or incomplete.
• Location permissions: You can enable or disable location access for the mobile application at any time through your device settings. Disabling location may affect certain app features.

To exercise these rights, please contact us at [email protected]. We will respond within 3 Business days.

9. Data breaches

If a data breach is likely to cause serious harm, we will promptly assess and, where an eligible data breach is confirmed, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme.

10.Our website, cookies, analytics and mobile technologies

We use cookies and similar technologies to operate the site, remember preferences, measure traffic and improve content. Our mobile application may also use analytics tools, device identifiers and location services to improve functionality, security and service delivery. You can control cookies and permissions through your browser or device settings; blocking some features may affect functionality. We may use trusted third-party analytics, hosting, or spam-protection tools that process limited personal information under their own privacy terms.

11. Children, supported decision-making and guardians

Where a participant has a nominee, guardian or other authorized representative, we will work with that person consistent with the participant’s rights, consent and applicable laws, including behavior support and restrictive practice authorizations (if any).

12. South Australia-specific disclosures 

2017. Mandatory reporting (children) – South Australia: We may disclose personal information to the SA Department for Child  Protection where we form a reasonable suspicion a child or young person is, or may be, at risk of harm, consistent with the  Children and Young People (Safety) Act 2017. Staff who are mandated reporters (e.g., registered nurses) must report to the Child  Abuse Report Line (CARL 13 14 78) and escalate internally.
      
      Adult safeguarding – South Australia: Where we reasonably believe an adult is at risk of abuse or neglect, we may contact the  Adult Safeguarding Unit (ASU) for advice or to make a report (1800 372 310), in line with SA safeguarding processes.

13. Complaints and feedback

If you wish to access your personal information, correct any inaccuracy or if you  have a privacy concern or wish to make a complaint, please contact us first using the details below. If you’re not satisfied with our response (or after ~30 days), you can complain to the Office of the Australian Information Commissioner (OAIC) or the NDIS Quality and Safeguards Commission.

14. How to contact us 

Nurse Aid Australia Pty Ltd

Address: Unit 4, 3 Park Way, Mawson Lakes SA 5095

Phone: 1300 413 663

Email: [email protected]

Privacy Officer: Usha Gurung

15. Changes to this policy

We may update this Privacy Policy to reflect changes to our practices or the law. The latest version will always be available on our website and will show the “Last updated” date above.