Privacy Policy

Last Updated: January 2025

1. Introduction

Hold Hands Services (“we,” “our,” or “us”) is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our NDIS support services or visit our website.

We comply with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) and the NDIS Act 2013. By engaging our services or using our website, you consent to the practices described in this Privacy Policy.

If you have any questions about this Privacy Policy or our data practices, please contact us using the details provided at the end of this document.

2. Information We Collect

We may collect the following types of personal information:

2.1 Personal Information You Provide

• Name, date of birth, and contact details (phone, email, address)
• National Disability Insurance Scheme (NDIS) participant number and plan details
• Information about your disability, health condition, and support needs
• Emergency contact information
• Information about your preferences and goals
• Any other information you choose to provide to us

2.2 Information We Collect Automatically

• IP address and browser type when you visit our website
• Pages visited and time spent on our website
• Device information and operating system
• Referring website addresses

2.3 Information from Third Parties

We may receive information about you from NDIS partners, support coordinators, healthcare providers, and other service providers involved in your care, but only with your consent or where otherwise permitted by law.

3. How We Use Your Information

We use your personal information for the following purposes:

• To provide NDIS support services tailored to your needs
• To communicate with you about your services, appointments, and care
• To manage your NDIS plan and funding
• To comply with our legal and regulatory obligations
• To improve our services and website
• To respond to your enquiries and provide customer support
• To send you information about our services (where you have consented)
• To manage our internal business operations

4. Disclosure of Your Information

We may disclose your personal information in the following circumstances:

• NDIS Commission: We may share information with the NDIS Quality and Safeguards Commission as required by law.
• Service Providers: We may share information with other NDIS-registered providers involved in your care (with your consent).
• Professional Advisors: We may disclose information to our legal, accounting, and insurance advisors when necessary.
• Legal Requirements: We may disclose information when required by law or to protect our rights, safety, or property.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred.

We do not sell or rent your personal information to third parties for marketing purposes.

5. Data Security

We take the security of your personal information seriously and implement appropriate technical and organisational measures to protect it, including:

• Secure storage systems with access controls
• Encryption of sensitive data
• Regular security assessments and updates
• Staff training on privacy and data protection
• Confidentiality agreements with all employees and contractors

While we take all reasonable steps to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

6. Your Rights

Under Australian privacy law, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information (where permitted by law)
• Opt out of marketing communications
• Make a complaint about our privacy practices
• Request that we restrict the processing of your information

To exercise any of these rights, please contact us using the details provided below. We will respond to your request within a reasonable timeframe.

7. Cookies

Our website may use cookies and similar tracking technologies to enhance your browsing experience and collect information about how you use our site.

Types of cookies we may use:

• Essential Cookies: Required for the website to function properly.
• Analytics Cookies: Help us understand how visitors interact with our website.
• Preference Cookies: Remember your settings and preferences.

You can control cookies through your browser settings. Please note that disabling cookies may affect the functionality of our website.

8. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. Any changes will be posted on this page with an updated revision date.

We encourage you to review this Privacy Policy periodically. Your continued use of our services after any changes indicates your acceptance of the updated policy.

9. Contact Us

If you have any questions, concerns, or complaints about this Privacy Policy or our handling of your personal information, please contact us:

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