Health Cab and Co Australia Pty Ltd

1. Purpose

Health Cab and Co Australia Pty Ltd (“Health Cab & Co”, “we”, “our”, or “us”) is committed to protecting the privacy, dignity, confidentiality, and personal information of all participants, families, carers, employees, contractors, and website users.

This Privacy and Confidentiality Policy explains how we collect, use, store, disclose, and protect personal and sensitive information in accordance with:

• Privacy Act 1988 (Cth)
• Australian Privacy Principles (APPs)
• NDIS Practice Standards
• NDIS Code of Conduct
• Relevant Queensland legislation and safeguarding obligations

This policy applies to all services provided by Health Cab & Co, including our website, disability supports, transport services, and participant support operations.

2. Scope

This policy applies to:

• NDIS participants
• Family members and nominees
• Employees and support workers
• Contractors and volunteers
• Website visitors and enquiries
• Referring organisations and stakeholders

3. Information We Collect

We may collect personal and sensitive information including:

Personal Information

• Full name
• Address
• Phone number
• Email address
• Date of birth
• Emergency contact details
• NDIS participant number
• Medicare or healthcare details where relevant

Sensitive Information

• Health and disability information
• Support plans and assessments
• Behaviour support information
• Risk assessments
• Cultural, communication, or accessibility requirements
• Incident and service records

Website and Technical Information

When visiting our website, we may collect:

• IP address
• Browser type and device information
• Pages visited
• Website usage data
• Cookies and analytics information

Employment Information

For employment applications or staff members, we may collect:

• Qualifications and licences
• Employment history
• Screening and police checks
• Payroll and training records

4. How We Collect Information

Information may be collected through:

• Website contact forms
• Phone calls and emails
• Service agreements and intake forms
• Referrals and assessments
• Support planning meetings
• Incident reporting
• Employment applications
• Direct communication with participants, carers, or nominees

Where practical, we collect information directly from the individual or authorised representative.

5. Why We Collect Information

We collect and use personal information to:

• Provide disability support and transport services
• Deliver safe and effective participant care
• Communicate with participants and families
• Develop support plans and assessments
• Coordinate services with authorised providers
• Respond to enquiries
• Process employment applications
• Improve our website and services
• Meet legal, regulatory, insurance, and NDIS obligations

We only collect information reasonably necessary for these purposes.

6. Consent

Health Cab & Co will obtain consent where required before collecting, using, or sharing personal information.

Participants may withdraw consent at any time unless disclosure is required by law or necessary to prevent serious risk to health or safety.

Supported decision-making principles will be respected wherever applicable.

7. Disclosure of Information

We may disclose information:

• To employees, contractors, and support workers involved in service delivery
• To medical professionals during emergencies
• To the NDIA or NDIS Quality and Safeguards Commission where required
• To professional advisers, insurers, or IT service providers
• Where required by law, court order, or safeguarding obligations
• With participant or authorised representative consent

We do not sell personal information to third parties.

8. Confidentiality

All employees, contractors, and representatives of Health Cab & Co must:

• Maintain participant confidentiality
• Access information only when required for their role
• Keep records secure
• Avoid discussing participant information in public or unauthorised settings
• Follow all privacy and confidentiality procedures

Breaches of confidentiality may result in disciplinary action or termination of engagement.

9. Website Cookies and Analytics

Our website may use cookies and analytics tools to improve user experience and understand website performance.

Cookies may collect non-identifiable information regarding website usage and browsing behaviour.

Users may disable cookies through browser settings; however, some website functionality may be affected.

10. Storage and Security

Health Cab & Co takes reasonable steps to protect information from misuse, loss, unauthorised access, modification, or disclosure.

Security measures may include:

• Password-protected systems
• Secure electronic storage
• Restricted staff access
• Confidentiality agreements
• Staff training
• Secure destruction of records when no longer required

11. Access and Correction

Individuals may request access to personal information held by Health Cab & Co and request corrections if information is inaccurate, incomplete, or outdated.

Requests should be made using the contact details below.

12. Data Breaches

Any suspected privacy or data breach must be reported immediately to management.

Health Cab & Co will investigate breaches promptly and comply with any applicable data breach notification obligations under Australian law.

13. Record Retention

Records will be retained and securely managed in accordance with applicable legislation, NDIS requirements, and operational obligations before being securely destroyed or de-identified.

14. Complaints

If you believe your privacy has been breached or have concerns regarding confidentiality, please contact us directly.

If unresolved, complaints may also be made to:

• Office of the Australian Information Commissioner (OAIC)
• NDIS Quality and Safeguards Commission

15. Contact Details

Health Cab and Co Australia Pty Ltd
Hervey Bay, Queensland
Phone: 0433 561 208

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