At The Whole Child, we are committed to protecting your privacy, upholding your rights, and ensuring your personal and health information is treated with the highest level of care, dignity and professionalism. This policy applies to all clients, including private clients and families accessing services through the NDIS, Medicare, referral pathways or any other funding source.
This policy explains how we collect, use, store and protect your information in accordance with the NDIS Code of Conduct, NDIS Practice Standards, the AHPRA Code of Conduct, the Occupational Therapy Board of Australia, and all relevant Australian privacy laws.
1. Our Commitment to Your Privacy
Your privacy is a fundamental human right. You can expect your personal and health information to be:
- collected only when needed
- handled confidentially
- stored securely
- used lawfully and transparently
- protected from misuse, loss, unauthorised access or disclosure
- accessible to you upon request.
These commitments reflect our ethical and legal obligations as health professionals and service providers.
2. The Personal Information We Collect
Personal information includes any information that identifies you. This may include:
- name, address, contact details
- date of birth
- health, developmental, disability or wellbeing information
- reports, assessments, referrals and therapy notes
- information shared with us by other professionals (with consent where required)
- emergency contact details
- payment and billing information (including private and NDIS billing).
We only collect information that is reasonably necessary to provide safe, effective and high-quality services.
3. How We Collect Your Information
We may collect information:
- directly from you during appointments, interviews, forms or correspondence
- from a parent, carer, guardian or nominated representative
- through our website, online systems or digital forms
- from other professionals involved in your care (with consent unless legally exempt)
- from referral sources such as GPs, paediatricians or case managers
- from publicly available sources where appropriate.
We will always take reasonable steps to ensure you know what information has been collected and why.
4. Why We Collect Personal Information
We collect and keep information to:
- understand your needs, goals and preferences
- deliver safe and personalised supports
- communicate effectively with you and your support network
- coordinate services (with consent)
- meet legal, clinical and reporting obligations across all funding types
- support continuous quality improvement.
5. Disclosure of Personal Information
We only disclose information when:
- you provide consent
- it is necessary to provide your services
- we are legally required to do so, such as mandatory reporting or court orders
- there is a serious threat to the life, health or safety of you or another person
- regulatory bodies (such as AHPRA or NDIS auditors) request access under lawful authority.
We do not sell or share your information with marketing organisations.
6. Information Storage and Security
We take all reasonable steps to protect your personal and health information from:
- loss
- unauthorised access
- misuse
- modification
- disclosure.
Your information is stored securely in systems that meet professional, ethical and legislative standards. When no longer required, information is securely destroyed or permanently de-identified in accordance with legal and archival requirements.
7. Accessing and Correcting Your Information
You have the right to:
- request access to your personal or health information
- ask for incorrect or outdated information to be amended
- understand how your information is used and stored
- withdraw consent for information sharing (unless lawfully restricted).
Identification may be required before releasing information.
Access may be refused in limited circumstances where:
- it may impact someone else’s privacy
- it may pose a serious risk to health or safety
- it forms part of legal proceedings
- refusal is required by law.
8. Quality and Accuracy of Information
We take all reasonable steps to ensure your information is accurate and up to date.
Please notify us if your details or circumstances change.
9. Website and Digital Privacy
When using our website:
- non-identifying data may be collected (such as browser type or visited pages)
- cookies may be used to improve user experience
- online form submissions are transmitted securely.
Our digital systems comply with all relevant privacy and security requirements.
10. Policy Reviews
This policy is reviewed regularly and at least annually to remain aligned with:
- NDIS Practice Standards
- NDIS Code of Conduct
- AHPRA and Occupational Therapy Board of Australia requirements
- legislative updates
- participant and client feedback.
11. Questions or Concerns About Privacy
If you have questions or wish to raise a concern about privacy, please contact:
The Whole Child
Crystel Poggioli
Email: admin@thewholechild.com.au
Website: www.thewholechild.com.au
We are committed to responding promptly and respectfully to all enquiries.