Privacy Policy

Last Updated: 6th July 2025

1. Introduction

BetterStart is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) and the National Disability Insurance Scheme Act 2013 (Cth).

As a registered NDIS service provider, we understand that privacy is a fundamental human right and we are committed to respecting and protecting your personal information.

2. Information We Collect

Depending on your involvement with BetterStart, we may collect the following types of personal information:

Personal Details:

  • Name and contact details (address, phone number, email)
  • Date of birth and gender
  • Government identifiers (including NDIS participant number)
  • Emergency contact information

Health and Disability Information:

  • Details about your disability, physical or mental health
  • Medical history and support requirements
  • Assessment reports and care plans
  • Progress notes and service records

Financial Information:

  • Bank account details for payment processing
  • Invoice and payment records
  • Funding allocation details

Support Network Information:

  • Details of guardians, nominees, or support coordinators
  • Authorized representative information
  • Family relationship details

3. How We Collect Information

We collect personal information through various methods:

  • Directly from you when you complete forms, register for services, or communicate with us
  • From your authorized representatives such as guardians, nominees, or support coordinators
  • From other service providers involved in your care (with your consent)
  • From government agencies such as the NDIA when necessary for service delivery
  • Through our website via contact forms, online portals, or cookies

4. Why We Collect Information

We collect and use your personal information for the following purposes:

  • Service Delivery: To provide NDIS-funded supports and services
  • Plan Management: To manage your NDIS funding and process payments
  • Care Coordination: To coordinate with other service providers
  • Compliance: To meet our obligations under NDIS legislation
  • Quality Improvement: To monitor and improve our services
  • Communication: To keep you informed about your services and supports

5. How We Store and Protect Information

Security Measures:

  • All digital information is stored on secure, encrypted systems
  • Physical files are stored in locked, secure locations
  • Access is restricted to authorized staff only
  • Regular security audits and system updates
  • Staff are bound by confidentiality agreements

Data Storage:

  • Information is stored within Australia on secure servers
  • We use industry-standard encryption for data transmission
  • Regular backups are maintained with appropriate security measures
  • We do not store information overseas without explicit consent

6. Who We Share Information With

We may share your personal information with:

With Your Consent:

  • Other service providers involved in your care
  • Family members or support persons you nominate
  • Healthcare professionals as required

Legal Requirements:

  • Government agencies (NDIA, NDIS Quality and Safeguards Commission)
  • Law enforcement agencies when legally required
  • Courts or tribunals when compelled by law

Service Delivery:

  • Our contracted service providers (bound by confidentiality agreements)
  • Professional supervisors and quality assurance staff
  • Emergency services when necessary for your safety

7. Your Rights

You have the right to:

Access: Request access to your personal information
Correction: Request correction of inaccurate or incomplete information
Anonymity: Deal with us anonymously where practicable
Complaints: Lodge complaints about our handling of your information
Consent: Withdraw consent for certain uses of your information

8. Accessing and Correcting Your Information

To access or correct your personal information:

  1. Contact us using the details below
  2. Provide identification to verify your identity
  3. Specify what information you want to access or correct
  4. Allow reasonable time for us to process your request

We will respond to your request as soon as reasonably possible and will not charge for access requests, though reasonable fees may apply for retrieval and copying costs.

9. Complaints Process

If you have concerns about how we handle your personal information:

  1. Contact our Privacy Officer using the details below
  2. Provide details of your complaint in writing
  3. Allow 30 days for investigation and response
  4. Escalate to the Office of the Australian Information Commissioner if unsatisfied

10. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be published on our website, and we encourage you to review this policy regularly to stay informed about how we protect your information.

11. Contact Information

Privacy Officer
BetterStart
1208/320 Plummer Street, Port Melbourne VIC 3207
Phone: 0402 826 824
Email: talya@betterstart.net.au

For general inquiries:
Phone: 0402 826 824
Email: talya@betterstart.net.au

External Complaints:
Office of the Australian Information Commissioner
Phone: 1300 363 992
Website: www.oaic.gov.au

This Privacy Policy complies with the Privacy Act 1988 (Cth), the National Disability Insurance Scheme Act 2013 (Cth), and the NDIS Code of Conduct.