Privacy Policy

1. Introduction

Support Link Tech (“we”, “us”, “our”) is committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy explains how we collect, use, store, and disclose your personal information in accordance with:

• The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
• The Health Records Act 2001 (Vic) and the Health Privacy Principles (HPPs)
• The NDIS Act 2013
• The NDIS Code of Conduct
• The NDIS Practice Standards

2. Information We Collect

We only collect personal information that is reasonably necessary to provide our services. This may include:

Personal Information

• Name, date of birth, and contact details (phone, email, address)
• NDIS participant number and plan details
• Plan management type (self-managed, plan-managed, NDIA-managed)
• Emergency contact details
• Nominee or representative details (where applicable)

Health Information

• Disability-related information relevant to the assistive technology being provided
• Occupational therapist or allied health reports and recommendations
• Equipment assessment outcomes

Website Information

• Information submitted via contact and repair request forms
• General usage data (pages visited, time on site) through analytics tools

3. How We Collect Your Information

We collect personal information:

• Directly from you (in person, by phone, email, or through our website forms)
• From your authorised representatives, nominees, or support coordinators (with your consent)
• From allied health professionals such as occupational therapists (with your consent or where required for service delivery)
• From the NDIA or your plan manager in relation to funded supports

We will always inform you at or before the time of collection about what information we are collecting, why we need it, and how it will be used.

4. How We Use Your Information

We use your personal information for the following purposes:

• Providing, managing and delivering assistive technology services
• Processing equipment orders, hire agreements, and repair requests
• Communicating with you about your services, appointments, and equipment
• Invoicing and processing NDIS claims
• Meeting our legal and regulatory obligations under the NDIS Act, NDIS Practice Standards, and other applicable legislation
• Responding to feedback and complaints
• Improving our services through de-identified data analysis

We will not use your personal information for direct marketing purposes without your explicit consent.

5. Disclosure of Your Information

We will not share your personal information with third parties without your consent, except where:

• Required or authorised by law (e.g., mandatory reporting obligations)
• Necessary for the delivery of your NDIS-funded supports (e.g., sharing relevant information with the NDIA, your plan manager, or allied health professionals involved in your care)
• Required to prevent a serious threat to health or safety
• Required by the NDIS Quality and Safeguards Commission

We do not transfer personal information overseas.

6. Storage & Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. Our security measures include:

• Secure storage of electronic records with access controls
• Secure storage of physical records in locked facilities
• Staff training on privacy obligations and information handling
• Secure transmission of data via encrypted channels (HTTPS)

We will retain your personal information for as long as necessary to fulfil the purposes for which it was collected, or as required by law. When information is no longer needed, it will be securely destroyed or de-identified.

7. Your Rights

You have the right to:

• Access your personal information held by us. We will respond to access requests within 30 days (or 45 days for health information under Victorian law).
• Correct any personal information that is inaccurate, out-of-date, incomplete, or misleading. We will process correction requests promptly.
• Withdraw consent for the collection or use of your information at any time (noting this may affect our ability to provide certain services).
• Complain if you believe your privacy has been breached.
• Remain anonymous or use a pseudonym when interacting with us, where it is practical to do so (e.g., when making a general enquiry).

8. Data Breaches

In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme (Privacy Act 1988, Part IIIC). We will take reasonable steps to contain and remediate the breach and minimise any harm.

9. Cookies & Website Analytics

Our website may use cookies and analytics tools to collect general usage data (such as pages visited and time on site). This data is collected in aggregate and does not personally identify you. You may disable cookies in your browser settings, though this may affect website functionality.

10. Privacy Complaints

If you believe we have breached your privacy, you may lodge a complaint with us by:

• Emailing admin@supportlinktech.com.au
• Calling 0420 418 888

We will acknowledge your complaint within 2 business days and provide a response within 30 days. If you are not satisfied with our response, you may escalate your complaint to:

• Office of the Australian Information Commissioner (OAIC): 1300 363 992 | www.oaic.gov.au
• Health Complaints Commissioner Victoria: 1300 582 113
• NDIS Quality and Safeguards Commission: 1800 035 544 | www.ndiscommission.gov.au

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. Changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.