Privacy, handled with the same care.

1. Who we are

Newdawn Support Services (ABN available on request) is a registered NDIS provider operating in Victoria, Queensland and Western Australia. This policy explains how we collect, use, store and share personal information, in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the NDIS Act 2013 and applicable state health records laws.

This policy covers participants and their families, referrers, website visitors, job applicants and our staff.

2. What we collect

Depending on your relationship with us, we may collect: your name and contact details; date of birth; NDIS number and plan details; health and disability information relevant to your supports; behaviour support plans and clinical notes; emergency contacts and guardian or nominee details; billing and plan management details; and feedback or complaint records.

For job applicants we collect the information in your application, including your CV, qualifications, checks and referee details. For website visitors we collect standard analytics information such as pages visited and device type.

3. Why we collect it

We collect personal information to: deliver safe, personalised supports under your NDIS plan; meet our obligations to the NDIA and the NDIS Quality and Safeguards Commission; claim payment for services delivered; keep accurate clinical and progress records; respond to enquiries and referrals; recruit staff safely; and improve our services.

If we cannot collect the information we need, we may not be able to deliver some supports safely, and we will talk with you about the options.

4. Health and sensitive information

Much of what we hold is sensitive information: health, disability, and sometimes forensic or justice-related history. We only collect it with your consent, or where the law requires or permits it, and we only use it for the purpose it was collected.

Clinical records are kept to professional documentation standards, and access within Newdawn is limited to the workers and clinicians directly involved in your care, plus the staff who must review records for quality and compliance.

5. How we store and protect it

Records are stored in secure, access-controlled systems hosted in Australia. Paper records, where they exist, are kept in locked storage at our offices. Staff access is role-based, logged, and removed when no longer needed.

We keep records for the periods required by the NDIS rules and health records laws, then destroy or de-identify them securely.

6. When we share information

We share your information only when needed to support you or when the law requires it: with the NDIA and the NDIS Commission; with your plan manager or support coordinator; with health professionals involved in your care; with your consent, with family members or advocates you nominate; and where required to prevent serious harm or by court order.

We do not sell personal information, and we do not send it overseas.

7. Your rights

You can ask to see the personal information we hold about you, ask us to correct anything inaccurate, withdraw consent for uses that rely on consent, and ask questions about anything in this policy. We respond to access requests within 30 days, and there is no charge for making a request.

You can also deal with us anonymously or under a pseudonym for general enquiries, though we will need your identity to deliver NDIS supports.

8. Complaints

If you believe we have mishandled your information, contact us first and we will investigate and respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

9. Contact us about privacy

Privacy Officer, Newdawn Support Services, Unit 3/15 Childers Street, Cranbourne VIC 3977. Phone 03 5998 0717 or email intake@newdawnss.com.au with "Privacy" in the subject line.

We review this policy annually and after any significant change to how we handle information. Updates are published on this page.