ALVARRA HEALTH AND WELLBEING

1. Our Commitment to Privacy

At Alvarra Health & Wellbeing, we respect your privacy and are committed to protecting the personal and sensitive information we collect. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), relevant Queensland laws, and the NDIS Practice Standards and Code of Conduct.

We recognise that information about people with disability, their families, and supporters is highly sensitive. We handle all personal information with care, transparency, and confidentiality.

2. What Information We Collect

We may collect personal information such as:

• Name, date of birth, contact details
• Next of kin and emergency contact details
• NDIS participant number and funding details
• Health, disability, and behavioural information relevant to support provision
• Support plans, reports, and progress notes
• Information provided by families, carers, or other professionals

We only collect information that is reasonably necessary to provide safe and effective behaviour support services.

3. How We Collect Information

We may collect information directly from you, your family, your carers, or your representatives through:

• Intake forms, service agreements, and assessments
• Behaviour support planning and service delivery
• Phone calls, emails, or online forms submitted via our website
• Collaboration with other providers (with your consent, unless required by law)

We may also collect information from third parties such as doctors, allied health professionals, or the NDIS Commission, but only where you have provided consent or where it is required by law.

4. Why We Collect Information

We collect and use personal information to:

• Deliver Positive Behaviour Support (PBS) services
• Develop and implement Behaviour Support Plans (BSPs)
• Meet our obligations under the NDIS Act 2013 and NDIS Practice Standards
• Communicate with you, your family, and your support network
• Maintain accurate records for safety, quality, and compliance purposes
• Improve our services and meet audit requirements

5. How We Store and Protect Information

Your information may be stored in both electronic and paper formats. We take all reasonable steps to keep information secure, including:

• Password-protected databases and cloud storage
• Secure record-keeping systems compliant with NDIS requirements
• Restricted staff access on a “need-to-know” basis
• Confidentiality agreements signed by all staff and contractors
• Secure destruction of records in line with retention laws

6. Sharing Your Information

We will not share your personal information without your consent unless:

• It is required for service delivery (e.g., sharing a BSP with your provider team)
• It is required by law (e.g., reporting abuse, neglect, or risk of harm)
• It is requested by the NDIS Quality and Safeguards Commission for compliance and safeguarding purposes

Where we do share information, we ensure that third parties are bound by confidentiality and privacy obligations.

7. Accessing and Correcting Your Information

You have the right to:

• Request access to your personal information
• Ask us to correct information that is inaccurate, incomplete, or outdated

We will respond to requests within a reasonable timeframe, in accordance with the Australian Privacy Principles.

8. Website and Online Privacy

When you use our website:

• We may collect non-identifying information (such as browser type, pages visited, and IP address) for analytics and service improvement.
• If you submit an enquiry form, we will only use the information to respond to your request.
• We do not share website data with third parties except for service providers who support our website and IT systems.

9. Complaints

If you have a concern about how we handle your information, please contact us directly. We will treat your complaint seriously and work with you to resolve it.

If you are not satisfied with our response, you may contact:

• Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au

We may update this Privacy Policy from time to time to reflect changes in legislation or service delivery. The updated version will be published on our website with a revised date.