Privacy Policy

1. Introduction

Proper Access (“we”, “our”, or “us”) is committed to protecting your privacy and handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, and disclose personal information in the course of providing NDIS support coordination and access and review consulting services.

2. Information We Collect

We may collect personal information including, but not limited to:

• Name, contact details (phone, email, address)
• Date of birth and demographic information
• NDIS participant number and plan information
• Health and disability information relevant to service provision
• Emergency contact details
• Financial information for billing and invoicing purposes
• Service preferences, goals, and support needs
• Records of communications and services provided

Sensitive information is collected only where necessary and with appropriate consent.

3. How We Collect Information

Personal information may be collected through:

• Direct contact (phone calls, emails, meetings, online forms)
• Service agreements and consent forms
• Participant-provided NDIS plan documents
• Authorised access to NDIS systems where consent has been provided
• Communication with other service providers, with consent

4. How We Use Your Information

We use personal information to:

• Provide NDIS support coordination and access and review consulting services
• Determine suitability for our services
• Communicate with you about supports and services
• Coordinate with other providers, where authorised
• Process invoices and payments
• Meet legal, regulatory, and record-keeping obligations
• Improve service quality and client experience

5. Disclosure of Information

We may disclose personal information to:

• The NDIA or related government agencies, where authorised or required
• Other service providers involved in your supports, with consent
• Plan managers for billing and payment purposes
• Professional advisors or contractors assisting our business
• Regulatory or law enforcement bodies where required by law

We do not sell, rent, or trade personal information for marketing purposes.

6. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Safeguards include physical, electronic, and administrative security measures.

7. Data Retention

Personal information is retained only for as long as necessary to provide services and meet legal obligations. Records are generally retained for at least seven (7) years, or longer where required by law.

8. Your Rights

You have the right to:

• Access personal information we hold about you
• Request correction of inaccurate or incomplete information
• Withdraw consent where applicable
• Make a complaint about how your information is handled

Requests and complaints will be handled in a timely and respectful manner.

9. Website and Cookies

Our website may use cookies or analytics tools to improve functionality and user experience. You can manage cookie preferences through your browser settings.

10. Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will be published on our website.

11. Contact Us

If you have questions or concerns about this Privacy Policy, or wish to access or correct your information, please contact:

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.