Privacy Policy

FollowCare Services Pty Ltd ("FollowCare", "we", "our", "us") is committed to protecting the privacy and confidentiality of personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant NDIS Practice Standards.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you engage with our services, website, or communications.

1. What is Personal Information?

Under the Privacy Act 1988 (Cth), personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not.

Sensitive information may include health information, disability-related information, support needs, and care arrangements.

2. What Personal Information We Collect

The type of personal information we collect depends on how you interact with us and may include:

• Full name
• Date of birth
• Contact details (email address, phone number)
• Address (if required for service delivery)
• NDIS details (e.g. NDIS number, plan information, funding type)
• Health, disability or support-related information relevant to service delivery
• Emergency contact details
• Information provided via enquiries, forms, emails or service requests

3. How We Collect Personal Information

We collect personal information when you:

• Contact us directly (email, phone, website forms)
• Request or receive services from FollowCare
• Interact with us through platforms such as Mable, Hireup or similar services
• Engage with our website or social media

We may also collect limited information through cookies and analytics tools to improve website functionality. These do not generally identify you personally.

4. Purpose of Collection

We collect personal information to:

• Deliver NDIS disability and community support services
• Coordinate and manage supports effectively
• Communicate with participants, families and authorised representatives
• Comply with legal, regulatory and NDIS obligations
• Improve service quality and participant outcomes
• Respond to enquiries, feedback or complaints

5. Use and Disclosure of Personal Information

FollowCare Services Pty Ltd may use and disclose personal information for the primary purpose for which it was collected, or for purposes reasonably related to that primary purpose, in accordance with the Australian Privacy Principles.

This may include communication with relevant third parties involved in a participant's support, such as:

• Support Coordinators
• Local Area Coordinators (LACs)
• Plan Managers
• Allied health professionals
• Other authorised service providers

Disclosure is limited to information necessary to support service delivery, coordination, continuity of care, or professional collaboration.

We do not disclose sensitive personal information unless:

• The participant has provided consent (express or implied), or
• The disclosure is required or authorised by law, or
• The disclosure is necessary to prevent a serious threat to health or safety.

6. Professional Communications and Referrals

From time to time, FollowCare Services may engage in professional communications with coordinators or service partners for purposes including:

• Service coordination and continuity of care
• Clarifying support arrangements
• Professional feedback or appreciation related to service delivery
• Introducing FollowCare Services as a provider for potential future referrals

These communications:

• Do not include clinical or sensitive personal information unless authorised
• Are conducted in a professional, respectful manner
• Are limited to information reasonably necessary for coordination or service awareness

If a participant does not wish FollowCare Services to communicate with their Support Coordinator or other third parties, this preference will be respected once notified.