Your privacy, respected.

1. Who this applies to

This Privacy Policy explains how Northern Star Support Services (a registered business name of Falaax Group Pty Ltd, ABN 22 671 393 070) collects, uses, stores and discloses personal information. It applies to participants, their families and nominees, carers, support coordinators, prospective and current workers, and anyone who contacts us or uses this website.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and we handle personal information consistently with the NDIS Practice Standards and the NDIS Code of Conduct.

2. What information we collect

The personal information we collect depends on your relationship with us. It may include:

• Name, date of birth, contact details and address
• NDIS participant number, plan details, funding category and plan dates
• Health, disability and support-need information relevant to delivering your supports
• Information about your goals, preferences, routines and cultural or language needs
• Details of your nominees, guardians, family members and other providers in your support network
• Records of the supports we deliver, progress notes and incident records
• For workers and applicants: employment history, qualifications, screening and clearance information

Some of this is sensitive information (including health information). We only collect sensitive information with your consent, or where we are otherwise permitted or required by law.

3. Why we collect it

We collect personal information so we can:

• Confirm your eligibility and set up your supports
• Deliver safe, person-centred services that meet your goals
• Match you with appropriate, screened workers
• Communicate with you, your nominees and your support network
• Bill the NDIA, your plan manager, or you, as applicable
• Meet our obligations under the NDIS Practice Standards, work health and safety laws, and other legal requirements

4. How we use it

We use your personal information only for the purposes for which it was collected, for directly related purposes you would reasonably expect, or where you have consented. We do not sell your personal information, and we do not use it for unrelated marketing without your consent.

5. When we share it

We may share your information with:

• Our workers and contractors who deliver your supports (on a need-to-know basis)
• The National Disability Insurance Agency (NDIA) and the NDIS Quality and Safeguards Commission
• Your plan manager, support coordinator, or other providers in your support network — with your consent
• Health practitioners and emergency services where necessary for your safety
• Government agencies or regulators where required or authorised by law

Where we engage third parties (for example, secure cloud software providers), we take reasonable steps to ensure they protect your information consistently with this policy.

6. Storage and security

We store personal information in secure electronic systems and, where applicable, in secure physical files. We take reasonable steps to protect information from misuse, interference, loss, and unauthorised access, modification or disclosure. Access is restricted to staff who need it to do their jobs.

We retain records for as long as required to provide services and to meet our legal and NDIS record-keeping obligations, after which we securely destroy or de-identify them.

7. Accessing and correcting your information

You have the right to ask what personal information we hold about you, to request a copy, and to ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We will respond within a reasonable timeframe and may need to verify your identity first.

8. Privacy complaints

If you believe we have mishandled your personal information, please contact us first so we can try to resolve it. You can also lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or with the NDIS Quality and Safeguards Commission.

9. Contact us

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This policy is provided as general information and may be updated from time to time. The version published on this page is the current version. We recommend having this policy reviewed by a qualified professional to ensure it reflects your specific operations.