Privacy Policy

What information we collect

The information we collect depends on how you interact with My ResponsAbility and the supports or services involved.

• name, date of birth, contact and location details
• NDIS participant number and relevant plan, funding and plan-management information
• information about support needs, goals, preferences and requested services
• disability, health or safety information relevant to safe and appropriate supports
• communication, accessibility and worker-matching preferences
• emergency contact details
• information about nominees, guardians, financial managers, advocates or other authorised representatives
• information provided through referrals, enquiries, feedback or complaints

My ResponsAbility is not a clinical service. We do not routinely seek complete medical histories or unrelated clinical information. We may collect or receive health, disability or other sensitive information where it is reasonably necessary to assess service fit, provide safe and appropriate supports, understand a participant's preferences and goals, or meet legal and NDIS responsibilities.

Where a participant chooses to provide information about identity, culture, faith, relationships or personal preferences, we use it only where relevant to understanding their support preferences and needs.

If you apply to work with My ResponsAbility as an employee or contractor, we may also collect information relevant to recruitment, onboarding and compliance, including qualifications, work history, referees, work rights and required screening or checks.

How we collect information

We may collect personal information through our website forms, email, phone, in person, or during referral, intake and service delivery.

We may also receive relevant information from another person or organisation involved in a referral or support, such as a family member, authorised representative, support coordinator, recovery coach, hospital, clinician or other provider.

We encourage referrals to be made with the participant's knowledge and involvement wherever possible. Anyone may make an enquiry or referral, but supports will not commence until the required consent has been provided by the participant or, where applicable, a person legally authorised to act on their behalf.

Why we collect and use information

We collect, hold, use and disclose personal information where reasonably necessary to:

• respond to enquiries and referrals
• assess service fit, capacity and support requirements
• complete intake, support planning and service setup
• provide, coordinate and review disability supports
• understand participant goals, preferences and communication needs
• manage safety, service quality and continuity of supports
• administer NDIS funding, service agreements and related requirements
• manage feedback, complaints and incidents
• meet legal, regulatory, safeguarding and NDIS obligations
• recruit, onboard and manage employees and contractors

Consent and sharing information

My ResponsAbility respects participant privacy, choice and control.

Where consent is required, we seek appropriate consent before collecting, using or sharing information. Participants may change or withdraw consent, subject to legal requirements and the information My ResponsAbility reasonably needs to provide agreed supports safely.

We may share relevant information with authorised representatives, providers involved in a participant's supports, plan managers, the NDIA, professional advisers, auditors, insurers, service providers, regulators or government agencies.

We only share information that is reasonably necessary for the relevant purpose, with consent where required, or where disclosure is otherwise permitted or required by law.

My ResponsAbility does not use identifiable participant information for marketing or promotional purposes without specific consent.

Website forms and technical information

The My ResponsAbility website does not retain an ongoing copy of information submitted through its referral or contact forms. Form information is securely transmitted to authorised My ResponsAbility mailboxes and is then managed as part of our records where appropriate.

Referral and contact-form content is processed and stored through systems located in Australia.

We do not use advertising or behavioural tracking technologies or advertising or analytics cookies. Strictly necessary security technologies may be used to protect the website and forms from spam or automated activity.

Limited technical information, such as an IP address and browser information, may be processed outside Australia by services used to protect the website. These services do not receive information entered into referral or contact forms.

How we protect and retain information

Personal information is held in authorised electronic systems and records, with access limited to authorised My ResponsAbility personnel who require the information to perform their role.

We take reasonable steps to protect personal information from misuse, loss, interference and unauthorised access, modification or disclosure.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required by applicable legal, NDIS and record-keeping requirements. When information is no longer required, it is securely deleted or de-identified where appropriate.

Accessing or correcting your information

You may ask to access personal information My ResponsAbility holds about you or ask us to correct information that is inaccurate, incomplete or out of date.

• Email: [email protected]
• Phone: 02 7205 4859
• Post: PO Box 31, Strawberry Hills NSW 2012

Privacy enquiries and complaints

For general privacy enquiries, contact [email protected] or 02 7205 4859.

If you believe My ResponsAbility has not handled your personal information appropriately, you can make a privacy complaint:

• Email: [email protected]
• Phone: 02 7205 4859
• Post: PO Box 31, Strawberry Hills NSW 2012

We will review your concern and respond to you.

If you are not satisfied with our response, depending on the issue you may be able to raise the matter with the Office of the Australian Information Commissioner or, for health information handled in NSW, the NSW Privacy Commissioner. Concerns about NDIS supports or services may also be raised with the NDIS Quality and Safeguards Commission.

You can also read our Feedback and Complaints page.

Accessible formats

This Privacy Policy is available free of charge. If you need it in another accessible format or need help understanding it, contact My ResponsAbility at [email protected] or 02 7205 4859.