Privacy
Your information, kept safe and used with care.
This policy explains what information Auslancare collects, why, who can see it and how you can see or correct it. You can ask for this policy in Auslan.
Who we are
Auslancare provides support in Auslan with Deaf-cultural understanding. We follow the Privacy Act 1988 and the Australian Privacy Principles. Because we provide support services, much of the information we hold is health and disability information, which the law treats as sensitive. We protect it accordingly.
What we collect
- Your name, contact details, date of birth and address.
- How you prefer to communicate, for example Auslan, text or captions.
- Information about your disability, health and support needs.
- Your NDIS number and plan details, or other funding details.
- Details of a family member, carer, guardian or representative, if you have one.
- Records of the supports we provide, your service agreement and invoices.
- Feedback and complaints you give us.
We only collect what we need to support you. Photos or videos of you are only taken or used with your permission.
How we collect it
Mostly from you, through our website forms, by SMS, video call or email, and when we meet. With your consent we may also receive information from a representative, a support coordinator, a plan manager or another provider who refers you to us.
You can ask us general questions without giving your name. To provide support we need to know who you are.
Why we use it
- To understand your needs and agree your service agreement with you.
- To plan, deliver and review your supports.
- To send invoices to you, your plan manager or the NDIA.
- To keep you and our workers safe, including in an emergency.
- To meet our legal duties, for example reporting certain incidents to the NDIS Quality and Safeguards Commission.
- To handle feedback and complaints and improve our services.
Who we share it with
Only people who need it to support you, and only as much as they need. That can include:
- Our workers who deliver your supports.
- Your plan manager or the NDIA, for payment.
- Other providers, doctors or supporters, with your consent.
- Government bodies such as the NDIS Quality and Safeguards Commission, when the law requires it, or emergency services if someone is at risk.
We never sell your information or use it for advertising.
How we store and protect it
We keep records in a secure client management system, a business email and document service, and this website's host in Sydney. Access is limited to authorised people, protected by passwords and two-step sign-in, and our workers agree to keep information confidential. Some of these service providers may store data outside Australia. When they do, we take reasonable steps to make sure your information is protected to the standard of the Australian Privacy Principles.
We keep records for as long as the law requires (for NDIS supports, at least seven years), then delete or destroy them securely.
If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.
This website
This website does not use advertising or tracking cookies. When you send a form, we receive what you type so we can reply.
The Help button has an automatic helper that answers questions from this website. What you type there is sent to Anthropic, the company that makes the Claude AI model, to write the answer. We do not keep it, and we ask you not to type personal or health details there. If you report a website problem, we receive your note, the page you were on and your browser type, so we can fix it.
See or correct your information
You can ask to see the information we hold about you, or ask us to correct it. You can ask in Auslan, by SMS, by email or in writing, and choose how we reply. We will respond within 30 days. There is no fee to ask. We may ask you to show who you are first, to protect your information. Contact our privacy officer at [email protected] or 0477 971 921 (SMS or FaceTime only).
Privacy concerns and complaints
Please tell us first and we will try to fix it. Contact [email protected] or 0477 971 921 (SMS or FaceTime only). If you are not happy with our answer, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. If you use the National Relay Service, ask for 1300 363 992. You can also see feedback and complaints.
Last updated September 2026. We review this policy regularly and will post any changes here.