Privacy Policy

Last updated: 22 October 2026

Professional Care Supports (“we”, “us” or “our”) provides NDIS supports to participants across Newcastle and the Central Coast. This policy explains how we collect, use, store and share personal information, including through our website at professionalcaresupports.com.au.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. As a registered NDIS provider, we also follow the NDIS Practice Standards and the NDIS Code of Conduct, which require us to respect the privacy and dignity of every person we support.

What personal information do we collect?

The information we collect depends on how you deal with us. It may include:

Contact details: your name, address, phone number and email address
NDIS details: your NDIS number, plan details, plan management type and funded supports
Health and disability information: diagnoses, support needs, medications, care notes and reports from other health professionals
Personal background: date of birth, emergency contacts, nominees, guardians and cultural or communication needs
Financial details: information needed to invoice your plan manager, the NDIA or you directly
Website information: IP address, browser type, pages visited and the time spent on them

Health and disability information is “sensitive information” under the Privacy Act. We only collect it with your consent, or where the law allows, and only when we need it to provide safe and suitable supports.

If you apply for a job with us, we will also collect your resume, referee details, qualifications, NDIS Worker Screening Check and Working with Children Check information.

How do we collect your information?

Most of the time we collect information directly from you, or from your family member, carer, guardian or nominee when you have asked them to act for you. We may also receive it from your support coordinator, plan manager, the NDIA, your GP or other health providers, but only with your consent or where the law permits.

On our website, we collect information when you fill in a contact or referral form, send us an email, or browse pages (through cookies and analytics tools).

Why do we collect and use it?

We use your personal information to:

Deliver supports: plan, provide and review the services in your NDIS plan
Keep you safe: manage risks, respond to incidents and meet our duty of care
Process payments: claim from your plan and keep accurate financial records
Stay in touch: respond to enquiries, book sessions and send service updates
Meet our obligations: comply with NDIS Quality and Safeguards Commission requirements, audits and other laws
Improve our services: review feedback and complaints so we can do better

We will not use your information for marketing without your consent, and you can opt out of any marketing messages at any time.

Who do we share your information with?

We only share personal information when it’s needed to support you, when you’ve agreed, or when the law requires it. This may include:

NDIS bodies: the NDIA and the NDIS Quality and Safeguards Commission
Your support network: plan managers, support coordinators and other providers involved in your care
Health professionals: GPs, allied health practitioners and hospitals, with your consent
Service providers: IT, software, accounting and payroll providers who help us run our business, under confidentiality obligations
Authorities: police, courts or government agencies where we are legally required, or where there is a serious threat to someone’s life, health or safety

We do not sell or rent personal information to anyone.

Is my information stored overseas?

Some of the software we use, such as cloud-based client management, email and file storage systems, may store data on servers outside Australia. Where this happens, we take reasonable steps to make sure the provider protects your information to a standard consistent with the Australian Privacy Principles.

How do we keep your information secure?

We store records electronically in secure, password-protected systems, and limit access to staff who need it to do their jobs. Paper records are kept in locked storage. Our staff are trained in privacy and confidentiality.

We keep records for as long as the law requires (for NDIS records this is generally at least seven years) and then destroy or de-identify them securely.

No system is completely secure. If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

Does this website use cookies?

Yes. Cookies are small files stored on your device that help our website work properly and show us how visitors use it. We use website analytics tools to understand which pages are useful. This data does not identify you personally.

You can set your browser to refuse cookies or alert you when one is sent. Some parts of the site may not work as well if you do.

Our website may link to other sites, such as the NDIS website. We aren’t responsible for the privacy practices of those sites.

Can I stay anonymous?

You can make a general enquiry without giving your name. To receive NDIS supports from us, though, we will need to identify you.

Can I access or correct my information?

Yes. You can ask to see the personal information we hold about you, or ask us to correct anything that’s wrong or out of date. Contact us using the details below. We will respond within 30 days. In rare cases the law may allow us to refuse access, and if so we’ll explain why in writing.

How do I make a privacy complaint?

If you’re worried about how we have handled your personal information, please contact us first. We take every complaint seriously and aim to respond within 30 days.

If you’re not satisfied with our response, you can contact:

Office of the Australian Information Commissioner: 1300 363 992 or oaic.gov.au
NDIS Quality and Safeguards Commission: 1800 035 544 or ndiscommission.gov.au

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.

Contact us

For privacy questions, access requests or complaints, contact either of our offices:

Newcastle Office
Holmesville NSW
Phone: 0447 003 386
Email: catherine@pcaresupports.com.au
Monday to Friday, 9am to 5pm

Central Coast Office
Lisarow NSW
Phone: 0447 003 386
Email: machele@pcaresupports.com.au
Monday to Friday, 9am to 5pm