Privacy Policy
Alliance Care Hub Pty Ltd (ABN: 91 682 520 323)
Effective Date: 28/02/2026
- Overview
Alliance Care Hub Pty Ltd (“Alliance Care Hub”, “we”, “us”, “our”) is a registered provider under the National Disability Insurance Scheme (NDIS). We are committed to protecting the privacy, dignity, and confidentiality of all participants, in accordance with the Privacy Act 1988, the Australian Privacy Principles (APPs), and requirements set by the NDIS Quality and Safeguards Commission.
- Types of Information We Collect
As part of delivering NDIS supports, we collect and hold both personal and sensitive information, including:
- Personal details (name, address, date of birth, contact details)
- NDIS participant number and plan information
- Health, medical, and disability-related information (sensitive information)
- Cultural, linguistic, or communication preferences
- Emergency contact and nominee/guardian details
- Financial and billing information (including claims)
- Service agreements, risk assessments, care plans, and progress notes
- Incident reports, complaints, and feedback
- How We Collect Information
We collect information lawfully and fairly through:
- Direct engagement with participants and/or their authorised representatives
- Intake, onboarding, and service delivery processes
- Referrals from support coordinators, healthcare providers, or other professionals
- Government agencies, including the National Disability Insurance Agency
- Digital systems, forms, and communication platforms used in service delivery
Where reasonable and practicable, we collect information directly from the participant.
- Purpose of Collection
We collect, use, and hold personal information for purposes including:
- Delivering safe, effective, and person-centred supports
- Developing, reviewing, and managing support plans
- Meeting duty of care and safeguarding obligations
- Complying with legal, regulatory, and NDIS Practice Standards
- Managing billing, claims, and financial administration
- Communicating with participants, families, and relevant stakeholders
- Continuous improvement, quality assurance, and risk management
- Use and Disclosure of Information
We only use or disclose personal information where it is reasonably necessary for service delivery or required by law.
This may include disclosure to:
- The participant or their authorised representative
- Healthcare professionals and allied health providers involved in care
- The National Disability Insurance Agency for plan management and claims
- The NDIS Quality and Safeguards Commission for reportable incidents, audits, and compliance
- External contractors or service providers (subject to confidentiality obligations)
- Law enforcement or regulatory bodies where legally required
We do not use or disclose personal information for direct marketing without explicit consent.
- Data Storage, Security, and Retention
Alliance Care Hub maintains robust systems to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Measures include:
- Secure, password-protected electronic systems
- Access controls based on staff roles and responsibilities
- Encrypted data storage where applicable
- Secure physical storage of paper records
- Staff confidentiality agreements and mandatory training
- Secure disposal and destruction of records when no longer required
We retain records in accordance with legal and NDIS requirements.
- Access and Correction
Participants and authorised representatives have the right to:
- Request access to personal information we hold
- Request correction of inaccurate, incomplete, or outdated information
Requests must be made in writing. We will respond within a reasonable timeframe and in accordance with legal obligations.
- Complaints and Privacy Concerns
If you believe your privacy has been breached or have concerns about how your information is handled, you may:
- Contact Alliance Care Hub directly (details below)
- Escalate the matter to the Office of the Australian Information Commissioner
- Contact the NDIS Quality and Safeguards Commission
All complaints are managed in line with our complaints management system and NDIS requirements.
- Website and Digital Information
Our website and digital systems may collect limited data (e.g., IP address, browser type) to improve user experience. Any data collected online is handled in accordance with this Privacy Policy.
- Policy Review
This Privacy Policy is reviewed regularly to ensure ongoing compliance with legislative and regulatory requirements. Updates are published and made available upon request.
- Contact Details
Alliance Care Hub Pty Ltd
Email: support@alliancecarehub.com.au
Phone: 0493108770
Address: Graham Street, Port Melbourne, VIC 3207