How Live Life Support manages personal and sensitive information.

This Privacy Policy explains how Live Life Support Pty Ltd (Live Life Support, we, our or us) manages personal information when people visit this website, make an enquiry, request a callback, submit a referral, provide feedback or a complaint, report a concern, or otherwise communicate with us about disability supports. It is intended to give participants, prospective participants, families, carers, nominees, referrers and other visitors a clear public explanation of our information-handling approach.

This website policy is not the only privacy information that may apply to a participant relationship. Service agreements, consent records, intake documents, incident processes and other participant-specific documents may provide more detailed information about a particular collection, use or disclosure.

We aim to manage personal information openly, respectfully and in a way that is proportionate to the purpose for which it is needed. Where the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), NDIS requirements or other applicable laws and standards apply, we seek to align our practices with those obligations. Privacy is also connected with dignity, choice, control and safe service delivery.

Our approach is to collect no more information than is reasonably needed, explain why information is requested, restrict access to authorised people, keep information reasonably accurate, protect it from misuse or unauthorised access, and provide practical pathways for questions, access, correction and complaints.

The information we collect depends on how you interact with us. It may include your name, phone number, email address, suburb or support location, preferred contact method, communication preferences, NDIS-related information you choose to provide, support goals, routines, availability, accessibility requirements, referral details, service history, billing or plan-management information, feedback, complaint or concern information, and records of communications with our team.

We do not require every visitor to provide every type of information. Website forms are designed to ask for the information reasonably needed for the next step, and additional information can be discussed later when it is relevant to a service or safeguarding process.

Some information connected with disability support can be sensitive. This may include information about disability, health, medication, behaviour, cultural or language needs, personal circumstances, safety risks, incidents, support preferences or other matters that a person would reasonably expect to be handled with additional care.

We seek to collect sensitive information only where it is reasonably necessary for our functions or activities and where an appropriate legal basis applies, such as valid consent or another circumstance permitted by law. Access to sensitive information should be limited to people who reasonably need it for authorised work, service delivery, safeguarding, governance or legal obligations.

A participant may communicate with us directly or choose to involve a family member, carer, nominee, support coordinator, advocate, plan manager or another trusted person. We take reasonable steps to understand who is providing information, the person's role, what authority or consent applies, and who the participant wants involved in decisions or communication.

We do not assume that a family relationship or professional role automatically authorises access to all participant information. The participant's preferences, decision-making rights and applicable authority remain important. Where authority is unclear, we may ask for confirmation before sharing personal or sensitive information.

Personal information may be collected through website forms, telephone calls, email, face-to-face conversations, referrals, intake and service planning, service delivery, progress or review discussions, complaints, incident or concern processes, documents supplied to us, and communications with authorised representatives or other service providers.

We generally prefer to collect information directly from the individual where practical. In disability support, information may also be provided by another person where the participant has authorised this, where a representative has lawful authority, or where another permitted basis applies. We may also receive information that was not requested; section 12 explains how unsolicited information is handled.

This Privacy Policy provides general information about our practices, while a collection notice or explanation at the time information is requested may provide more specific information about that particular collection. Depending on the circumstances, we may explain why information is needed, how it is likely to be used, whether providing it is optional or necessary for the requested service, and the people or organisations to whom it may be disclosed.

If a form or conversation asks for information that is not clear to you, you can ask why it is required before providing it. We aim to make privacy explanations understandable rather than relying only on legal wording.

We may use personal information to respond to enquiries, assess whether a support request is within our service scope, check availability, organise a first conversation, process a referral, prepare or administer service arrangements, coordinate agreed supports, communicate about schedules or changes, maintain appropriate records, manage billing or plan-related administration, respond to feedback or complaints, address safety matters, improve service quality, administer the website, and meet legal, insurance, accounting or governance requirements.

We aim to use information for the purpose for which it was collected or for a related or otherwise permitted purpose. A new use that is materially different may require additional explanation, consent or another lawful basis.

Where Live Life Support provides supports, participant records may include agreed support details, service schedules, communication preferences, consent and authority information, worker notes, service-delivery records, progress or review information, incident or concern records, complaints, billing information and other documentation reasonably connected with safe and accountable service delivery.

NDIS-related records are not treated as general marketing data. We aim to maintain participant information so it is identifiable, reasonably accurate, current, confidential and available to authorised people who need it for their role. Participants may also have rights to access or correct information, subject to applicable law and any relevant exceptions.

Consent is an important part of information handling, particularly where sensitive information or disclosure to another person is involved. We aim to seek consent that is informed, voluntary, current and sufficiently specific for the proposed purpose. Consent can sometimes be expressed in writing, verbally or through another clear action, depending on the circumstances and legal requirements.

Where a participant changes or withdraws consent, we will take reasonable steps to update future handling from that point, subject to information we are required or permitted to retain, use or disclose for legal, safety, contractual or regulatory reasons. Withdrawal of consent does not necessarily require deletion of every existing record.

People may be able to ask general questions or browse most of the website without identifying themselves. In some circumstances, a person may also be able to provide feedback or make an initial enquiry using limited identifying information. Whether anonymity or a pseudonym is practical depends on what the person is asking us to do.

We may need accurate identifying and contact information when establishing or delivering supports, verifying authority, coordinating appointments, managing safety, responding to a complaint, making required records, or meeting legal and NDIS obligations. If you would prefer to limit the information you provide, tell us and we can explain what is genuinely needed for the next step.

We may occasionally receive personal or sensitive information that we did not ask for, for example through a detailed email, referral attachment or complaint. When that happens, we consider whether the information could have been collected lawfully and whether it is reasonably necessary for our functions or activities.

If information is not reasonably required and we are permitted to do so, we may securely delete, destroy or de-identify it. If it needs to be retained, it will be handled under the same privacy and security principles that apply to other personal information. Please avoid sending unnecessary clinical, financial or identity documents through a general website form unless we have asked for them.

Personal information may be made available to authorised employees, workers or contractors where they need it to perform their role. We may also use third-party providers for hosting, email, cybersecurity, communications, document storage, accounting, professional advice, backup, form processing or other operational functions.

We seek to limit disclosure to what is reasonably necessary for the relevant purpose and to use reputable providers with appropriate safeguards. A service provider may process information on our behalf under its own technical infrastructure and contractual terms. We periodically review key systems and should update this policy if information flows materially change.

If you submit a referral or provide information about another person, you should only share information you are authorised to provide and that is relevant to the referral or requested support. Where appropriate, we may contact the participant or authorised representative to confirm the referral, their wishes, consent, contact preferences and the next step.

Referrers should avoid including unnecessary third-party information. If a referral contains information about family members, workers, clinicians or other people, we will handle that information according to its context and relevance. A referral does not by itself create a service relationship or guarantee service availability.

Information provided through feedback, complaint, incident or concern pathways may be used to understand what happened, communicate with the people involved, manage immediate safety, investigate or review the matter, support procedural fairness, improve services, fulfil reporting obligations and maintain an appropriate record of actions and outcomes.

Access to this information may need to be more restricted than ordinary enquiry data. In some situations, information may need to be shared without consent where this is authorised or required by law, necessary to respond to a serious safety issue, or connected with an applicable regulatory or safeguarding obligation. Raising a complaint should not result in unfair treatment or retaliation.

Operational messages about an enquiry, referral, appointment, service arrangement, invoice, complaint or support matter are different from promotional marketing. We do not treat ordinary service communication as permission to send unrelated marketing. If we introduce newsletters or promotional electronic messages, we will seek and record the appropriate consent where required and provide a practical way to opt out.

Where direct marketing rules under privacy or spam law apply, we aim to identify the sender clearly, keep contact details accurate and honour valid unsubscribe requests. Opting out of marketing does not prevent us from sending necessary service, safety, legal or administrative communications connected with an existing relationship.

The website uses essential technologies for core functions and to remember privacy choices. Optional Analytics and Marketing categories are intended to remain disabled unless the visitor chooses to enable the relevant category.

Website technologies can change as services or integrations change. The Cookie Policy explains these categories and how visitors can review or change optional preferences.

Some technology suppliers may store or process information outside Australia, use global infrastructure, or provide support from overseas locations. The countries involved can change as providers alter their hosting arrangements. Where applicable privacy obligations apply to an overseas disclosure, we seek to take reasonable steps appropriate to the circumstances and to understand relevant provider protections.

We do not promise that every technical service will store all information only in Australia unless that has been specifically confirmed. If overseas handling is likely to be material to a participant service, we may provide more specific information through service documentation or a collection notice.

Accurate information supports safer communication and service delivery. We take reasonable steps to keep personal information accurate, complete and up to date for the purposes for which it is used. The level of checking will depend on the importance and sensitivity of the information.

Participants, representatives and referrers can help by telling us when important details change, such as contact information, authority, communication preferences, support location or relevant service circumstances. We may confirm important information during service reviews or before relying on it for a significant decision. Section 23 explains how to request correction of information we hold.

Live Life Support takes reasonable administrative, technical and physical steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. The safeguards used depend on the type of information, the system involved and the level of risk.

No website, email service or electronic storage system can be guaranteed to be completely secure. We therefore treat privacy and information security as ongoing responsibilities and review safeguards as our services and systems change. Please avoid sending highly sensitive documents through a general email or website form unless Live Life Support has confirmed that the channel is appropriate for that information.

We retain information for as long as it is reasonably needed for the purpose for which it is held, to support an active participant relationship, to meet record-keeping, insurance, taxation, governance or regulatory requirements, to address disputes or incidents, or for another lawful reason. Different records may require different retention periods.

When personal information is no longer required and there is no legal or operational reason to retain it, we aim to take reasonable steps to securely destroy or de-identify it. Backups and archival systems may operate on controlled retention cycles, so deletion from an active system may not remove every backup copy immediately.

If personal information is lost, accessed or disclosed without authorisation, we assess the incident, take reasonable steps to contain it, investigate what happened, reduce further risk and determine whether notification or other action is required. The response will depend on the information involved, the likely consequences, whether the information can be recovered or secured, and applicable legal obligations.

Where the Notifiable Data Breaches scheme or another notification requirement applies, an eligible breach may require notification to affected individuals and the Office of the Australian Information Commissioner. Internal records and lessons from an incident may also be used to improve systems, procedures and staff practices.

You can ask whether we hold personal information about you and request access or correction where applicable. We may need to verify your identity and authority before releasing information, particularly where records contain sensitive information or information about other people. Access may be provided in a form that is practical and appropriate to the request.

There can be lawful reasons to refuse or limit access in particular circumstances. If we cannot provide access or make a requested correction, we will aim to explain the position where required and appropriate. To request access or correction, contact us using the details in section 25 and describe the information you are seeking.

If you have a privacy question or believe personal information has been mishandled, contact Live Life Support first so we can understand the issue and respond. Please provide enough information for us to identify the relevant interaction or record, but do not send unnecessary sensitive information in the initial complaint.

We aim to acknowledge privacy concerns, review them fairly and communicate an outcome or next step. Depending on the issue and applicable law, you may also be able to lodge a privacy complaint with the Office of the Australian Information Commissioner (OAIC) after first raising the matter with Live Life Support. A privacy complaint can be separate from an NDIS service complaint.

Live Life Support does not currently use this website to make automated decisions that determine whether a person receives support or that significantly affect a participant’s rights or interests. If Live Life Support introduces an automated or AI-assisted decision process involving personal information in the future, we will review the privacy implications and update this policy where required.

This Privacy Policy may be updated when our services, legal obligations or information-handling practices change. The current version and review date are published on this page. Privacy questions or requests can be sent to contact@livelifesupport.com.au.