Privacy Policy

Stronger Solutions respects your privacy and is committed to protecting the personal and sensitive information entrusted to us.

This Privacy Policy explains how Stronger Solutions, ABN 86 688 826 253, collects, holds, uses and discloses personal information when you visit our website, contact us, submit a referral or receive services from us.

We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.

1. Personal information we collect

The types of personal information we may collect include:

• Your name, telephone number, email address and residential or service location.
• Your date of birth, preferred language and communication preferences.
• Contact details for family members, carers, nominees, guardians, advocates or other representatives.
• NDIS participant details, including an NDIS number where required.
• Information about your NDIS plan, funding, goals and support needs.
• Details about your disability, health, living arrangements and personal circumstances.
• Information about current or proposed service providers.
• Records of enquiries, referrals, appointments, meetings and communications.
• Information provided in feedback, complaints or incident reports.
• Billing, plan management and payment information.
• Technical information collected when you use our website, such as your IP address, browser type, device information and pages visited.

Some of this information may be considered sensitive information or health information under Australian privacy law.

2. How we collect information

We may collect personal information:

• Directly from you by telephone, email, meetings, forms or other communications.
• Through our website contact and referral forms.
• From a family member, carer, nominee, guardian, advocate or support person.
• From the person referring you to Stronger Solutions.
• From the National Disability Insurance Agency, a plan manager or support coordinator.
• From healthcare professionals, allied health providers, government agencies and other service providers.
• From publicly available sources where appropriate and lawful.
• Through cookies, analytics and similar website technologies.

When someone submits a referral on behalf of another person, they should have permission or appropriate authority to provide that person’s information to us.

Where reasonable, we will confirm relevant referral information directly with the participant or their authorised representative.

3. Why we collect personal information

We collect, hold and use personal information to:

• Respond to enquiries and referral requests.
• Determine whether our services are appropriate for a participant.
• Deliver Support Coordination and Specialist Support Coordination services.
• Understand a participant’s goals, preferences, circumstances and support needs.
• Help participants understand and implement their NDIS plans.
• Connect participants with suitable service providers and community supports.
• Coordinate services between participants, families, providers and relevant organisations.
• Communicate with authorised representatives and support networks.
• Prepare reports, service records, progress notes and supporting documentation.
• Manage appointments, service agreements, invoicing and administration.
• Meet NDIS, safeguarding, quality, reporting and legal obligations.
• Investigate complaints, incidents or concerns.
• Improve our services, systems and website.
• Maintain the security and operation of our business.

We will generally only collect sensitive or health information where you have consented, where it is reasonably necessary for providing our services, or where its collection is otherwise permitted or required by law.

4. What happens if information is not provided

You may choose not to provide personal information. However, this may prevent us from responding to your enquiry, assessing a referral or providing appropriate support coordination services.

Where practical, you may contact us anonymously or using a pseudonym for general enquiries. We may need to confirm your identity before providing participant-specific information or services.

5. How we use and disclose information

We may disclose personal information where reasonably necessary to provide our services, including to:

• The National Disability Insurance Agency.
• NDIS plan managers and financial intermediaries.
• Support providers and prospective service providers.
• Healthcare, allied health and community service professionals.
• Family members, carers, nominees, guardians or advocates authorised by the participant.
• Government departments, regulators, courts or law enforcement bodies where required or authorised by law.
• Professional advisers, including accountants, insurers, auditors and legal advisers.
• Contractors and technology providers that support our administration, communications, data storage, website and business systems.

We will not sell personal information.

We will only use or disclose personal information for the purpose for which it was collected, for a related purpose that you would reasonably expect, with your consent, or where required or permitted by law.

6. Working with other providers

As part of providing support coordination, we may communicate with service providers and other organisations on your behalf.

Where possible, we will only provide the information reasonably necessary for the relevant purpose. Participants may discuss with their coordinator which people or organisations are authorised to receive their information.

7. Overseas storage and disclosure

Some technology, cloud storage, email, website or administration providers may store or process information outside Australia.

Where personal information may be disclosed overseas, we will take reasonable steps to ensure it is handled appropriately and in accordance with applicable Australian privacy requirements.

8. Website cookies and analytics

Our website may use cookies and similar technologies to:

• Make the website function correctly.
• Understand how visitors use the website.
• Improve website performance and content.
• Protect the website from misuse and security threats.

You can adjust your browser settings to reject or delete cookies. Some website features may not work correctly when cookies are disabled.

Our website may also contain links to third-party websites. Stronger Solutions is not responsible for the privacy practices or content of external websites.

9. Information security

We take reasonable administrative, technical and physical measures to protect personal information against:

• Loss or misuse.
• Interference.
• Unauthorised access.
• Unauthorised modification or disclosure.

These measures may include access controls, passwords, secure systems, staff confidentiality obligations and secure document handling.

No internet transmission or electronic storage system is completely secure. While we take reasonable precautions, we cannot guarantee the absolute security of information transmitted electronically.

10. Retention of information

We retain personal information for as long as reasonably necessary to:

• Provide services.
• Maintain appropriate participant and business records.
• Meet NDIS, taxation, insurance and legal requirements.
• Resolve complaints, disputes or incidents.

When information is no longer required, we will take reasonable steps to securely destroy it or permanently de-identify it, unless we are legally required to retain it.

11. Accessing or correcting your information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete, outdated or misleading.

We may need to verify your identity before processing the request.

In some circumstances, the law may permit us to refuse access. Where this occurs, we will generally explain the reason unless we are legally prevented from doing so.

To request access or correction, contact us using the details below.

12. Privacy complaints

You may contact us if you have a question or concern about how we have handled your personal information.

Please provide enough information for us to understand and investigate the issue. We will acknowledge your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant regulatory body.

13. Changes to this policy

We may update this Privacy Policy to reflect changes to our services, systems, legal obligations or privacy practices.

The current version will be published on our website with its effective date.

14. Contact us

For privacy enquiries, access requests, corrections or complaints, contact:

Stronger Solutions
ABN: 86 688 826 253
Phone: 0409 604 102
Email: info@strongersolutions.com.au
Website: strongersolutions.com.au