Privacy Policy

Effective date: 24 June 2026

Gold Coast Assisted Service respects your privacy and is committed to protecting the personal and sensitive information of participants, prospective participants, family members, representatives and other people who contact or work with us.

This Privacy Policy explains how Gold Coast Assisted Service collects, uses, stores, protects and discloses personal information.

Gold Coast Assisted Service handles personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 and the Australian Privacy Principles where they apply.

1. Personal information we may collect

The information we collect depends on your relationship with us and the services or support being requested.

Personal information may include:

  • Your name, address, telephone number and email address

  • Your date of birth and emergency contact details

  • Your preferred communication method

  • Information about your routines, interests, preferences and personal goals

  • Information about your disability, health, mobility, communication or support needs

  • Relevant NDIS participant and plan information

  • Details of nominees, guardians, family members, support coordinators, plan managers and other authorised representatives

  • Records of appointments, services, communications and support provided

  • Incident, safety, risk and emergency information

  • Billing, invoicing and payment information

  • Feedback, complaints and concerns

  • Information submitted through our website contact form

  • Website usage information, such as browser type, device information, pages visited and approximate location

  • Photographs, videos or testimonials where separate consent has been provided

We only collect information that is reasonably necessary to respond to enquiries, provide support, operate the business or meet our legal and professional responsibilities.

2. Sensitive information

Some information about a person’s disability, physical or mental health, cultural background or personal circumstances may be considered sensitive information.

Gold Coast Assisted Service will only collect sensitive information where:

  • You have provided consent

  • The information is reasonably necessary to understand or provide the requested support

  • The information is needed to provide safe and appropriate services

  • Collection is authorised or required by law

  • Collection is necessary to respond to a serious threat to health or safety

You are not required to provide information that is unrelated to the service or support being requested.

Please avoid including detailed medical or other sensitive information in the initial website contact form unless it is necessary for us to understand your enquiry.

3. How information is collected

Personal information may be collected:

  • Directly from you

  • Through the Gold Coast Assisted Service website

  • Through telephone calls, emails, text messages, meetings and service records

  • Through enquiry, intake, consent or service agreement forms

  • During the planning and delivery of supports

  • From a family member, nominee, guardian or other authorised representative

  • From a support coordinator, plan manager, allied health professional or other provider where you have provided consent or authority

  • From publicly available sources where appropriate

  • Where authorised or required by law

Where practical, we will collect personal information directly from the person it relates to.

4. Anonymous and pseudonymous enquiries

You may make a general enquiry without identifying yourself or by using a pseudonym where this is practical.

However, Gold Coast Assisted Service may need accurate personal information to:

  • Determine whether we can provide the requested support

  • Enter into a service agreement

  • Safely provide services

  • Respond to an incident or emergency

  • Prepare invoices or communicate with a plan manager

  • Meet legal, insurance or record-keeping obligations

5. How personal information is used

Personal information may be used to:

  • Respond to enquiries

  • Understand your support needs, preferences and goals

  • Determine whether Gold Coast Assisted Service is suitable for the support requested

  • Plan, coordinate and provide services

  • Communicate with you and your authorised representatives

  • Maintain support, safety, risk and incident records

  • Prepare invoices and manage payments

  • Communicate with plan managers, support coordinators and other providers where authorised

  • Respond to complaints, incidents, emergencies or safety concerns

  • Meet legal, taxation, insurance and record-keeping requirements

  • Improve our services, systems and website

  • Protect the rights, safety and wellbeing of participants and other people

We will not use personal information for an unrelated purpose unless you have provided consent or the use is otherwise permitted or required by law.

6. Sharing personal information

Personal information may be shared with:

  • A nominee, guardian, family member or representative authorised by you

  • Your support coordinator or plan manager

  • Relevant health, allied health or service providers where authorised or reasonably necessary

  • Contractors or technology providers that assist with operating the business

  • Insurers, accountants, legal representatives or other professional advisers

  • The National Disability Insurance Agency

  • The NDIS Quality and Safeguards Commission

  • Emergency services, health professionals or relevant authorities where there is a serious concern about health or safety

  • Government, regulatory, law enforcement or judicial authorities where disclosure is authorised or required by law

Only information reasonably necessary for the relevant purpose will be shared.

Gold Coast Assisted Service does not sell or rent personal information.

7. Website information and cookies

The Gold Coast Assisted Service website is hosted through Squarespace.

Squarespace and connected website services may use cookies and similar technologies to:

  • Operate and secure the website

  • Remember visitor preferences

  • Measure website traffic

  • Understand how visitors use the website

  • Identify technical issues

  • Improve website performance and functionality

Website information may include:

  • IP address

  • Browser type

  • Device information

  • Pages visited

  • Referring website

  • Approximate location

  • Date and time of the visit

You can control or disable cookies through your browser settings or through any cookie options displayed on the website. Disabling some cookies may affect how the website operates.

Information submitted through the website contact form will be used to review and respond to your enquiry.

Submitting an enquiry does not create a service agreement or guarantee that Gold Coast Assisted Service will be able to provide the requested support.

8. Marketing communications

Gold Coast Assisted Service may occasionally send information about services where you have requested that information or provided consent.

You may ask to stop receiving marketing communications at any time by contacting us or using an unsubscribe option where one is provided.

Communications relating to existing services, appointments, invoices, safety matters or service arrangements are not considered marketing communications.

9. Photographs, videos and testimonials

Gold Coast Assisted Service will not publish an identifiable photograph, video, testimonial or participant story without express permission.

Providing consent is voluntary and will not affect your ability to access support.

Consent may be withdrawn for future use by contacting us. Information that has already been lawfully printed, distributed or published may not always be capable of being completely removed.

10. Storage and security

Gold Coast Assisted Service takes reasonable steps to protect personal information from:

  • Loss

  • Misuse

  • Interference

  • Unauthorised access

  • Unauthorised modification

  • Unauthorised disclosure

Electronic records are protected using appropriate passwords, device security, access controls and secure storage systems.

Hard-copy records, where used, are kept in secure storage and are only accessible to authorised persons.

Access to personal information is limited to people who reasonably require the information to provide an authorised service or perform their role.

Reasonable precautions are taken to secure information. However, no electronic storage or internet transmission method can be guaranteed to be completely secure.

11. Overseas storage and service providers

Gold Coast Assisted Service may use website, email, cloud storage, communication and other technology providers that process or store information outside Australia.

These providers may operate in the United States and other countries where their systems, staff or service providers are located.

Reasonable steps will be taken to use reputable service providers, apply appropriate security settings and limit the information provided to what is reasonably necessary.

The privacy and security practices of external providers may also be governed by their own privacy policies and terms.

12. Data breaches

If Gold Coast Assisted Service becomes aware of a suspected loss, unauthorised access or unauthorised disclosure of personal information, reasonable steps will be taken to:

  • Identify and contain the issue

  • Assess the information involved

  • Reduce the risk of further harm

  • Take appropriate corrective action

  • Notify affected people and relevant authorities where required by law

13. Retention and destruction of information

Personal information will only be retained for as long as it is reasonably required to:

  • Provide services

  • Maintain accurate participant and business records

  • Respond to incidents, complaints or legal matters

  • Meet taxation, insurance, regulatory and legal requirements

  • Protect the legitimate interests of participants and the business

When personal information is no longer required, reasonable steps will be taken to securely destroy it or permanently remove identifying details, unless the information must be retained by law.

Paper records containing personal or sensitive information will be securely destroyed rather than placed intact in general waste or recycling.

Electronic information will be securely deleted or made inaccessible when it is no longer required.

14. Accessing your personal information

You may request access to the personal information Gold Coast Assisted Service holds about you.

Before providing access, we may need to confirm your identity or the authority of a person making the request on your behalf.

Access may be refused or limited in circumstances permitted by law, including where providing access would:

  • Unreasonably affect another person’s privacy

  • Create a serious risk to health or safety

  • Relate to existing or anticipated legal proceedings

  • Be unlawful

  • Reveal commercially sensitive information

Where legally permitted, we will explain why access has been refused or limited.

15. Correcting personal information

You may ask Gold Coast Assisted Service to correct personal information that is:

  • Inaccurate

  • Incomplete

  • Out of date

  • Irrelevant

  • Misleading

Reasonable steps will be taken to review the request and correct the information where appropriate.

We may need to confirm your identity before making a correction.

16. Privacy complaints

Privacy concerns or complaints should first be directed to Gold Coast Assisted Service.

Please include:

  • Your name and contact details

  • A description of the concern

  • Relevant dates or documents

  • The outcome you are seeking

We will acknowledge and review the concern and aim to provide a response within a reasonable period.

Where appropriate, Gold Coast Assisted Service may contact you for further information or discuss possible steps to resolve the concern.

If you are not satisfied with the response, you may be able to contact:

  • The Office of the Australian Information Commissioner

  • The NDIS Quality and Safeguards Commission

  • Another relevant regulator or complaints body

17. Changes to this Privacy Policy

This Privacy Policy may be updated when our services, systems, website or legal responsibilities change.

The current version will be published on the Gold Coast Assisted Service website with its effective date.

18. Contact

Privacy enquiries, access requests, correction requests and complaints can be submitted through the contact form on the Gold Coast Assisted Service website.

Gold Coast Assisted Service
Gold Coast, Queensland, Australia

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