Privacy Policy

1. Who we are

Clarity Core Care (ABN 70 694 991 912) is an NDIS support provider delivering day-to-day supports to participants across Australia. In this policy, "we", "us", and "our" refer to Clarity Core Care.

2. What information we collect

We collect personal information that is reasonably necessary to provide supports, manage service delivery, and meet legal and operational obligations. Depending on your relationship with us, this may include:

• Your name, phone number, email address, residential address, and date of birth
• NDIS participant number, plan details, and support information
• Health, medical, disability-related, and risk information relevant to the safe delivery of supports
• Information about your goals, routines, preferences, communication needs, and cultural or personal requirements
• Details of your nominee, guardian, advocate, next of kin, emergency contact, or authorised representative
• Service agreements, intake and referral details, progress notes, shift notes, incident records, and feedback or complaint records
• Payment, billing, and invoicing information

3. How we collect information

Where possible, we collect information directly from you. We may also collect information through:

• Referral and intake forms
• Service agreements and consent forms
• Phone calls, emails, and website contact forms
• Support planning documents and service records
• Progress notes, communication logs, and incident or complaint records
• Your support coordinator, plan manager, family member, guardian, nominee, advocate, health professional, or another authorised person, where you have consented or where the law allows

4. How we use your information

We use your information to:

• Understand your support needs, goals, and preferences
• Plan, schedule, and deliver supports safely and appropriately
• Match you with suitable support workers
• Communicate with you and any authorised contacts
• Manage service agreements, invoicing, payments, and administration
• Maintain records needed for continuity of care and service delivery
• Respond to incidents, complaints, feedback, and privacy concerns
• Improve the quality, safety, and consistency of our services
• Meet legal, regulatory, and operational obligations

5. When we share information

We only share personal information where:

• You have given consent
• It is reasonably necessary to deliver your supports safely and effectively
• It is required or authorised by law
• It is necessary to lessen or prevent a serious threat to life, health, or safety

Depending on the circumstances, we may share information with:

• Your support coordinator, plan manager, nominee, guardian, advocate, or authorised family representative
• Health practitioners or other service providers involved in your supports
• Emergency services or relevant authorities where required
• Government bodies or regulators where legally required

We do not sell your personal information to third parties.

6. How we store and protect your information

We take reasonable steps to protect your personal and sensitive information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes:

• Secure storage of paper and digital records
• Access to information being limited to workers and personnel who need it for their role
• Password protection and other access controls
• Secure systems and approved storage methods for service and participant records
• Staff confidentiality obligations and privacy training
• Procedures for secure retention and disposal of records

We keep records for as long as required by law, operational requirements, and good record management practice, and dispose of them securely when no longer needed. Our internal privacy framework also covers secure storage, role-based access, confidentiality obligations, and secure destruction processes.

7. Photos, video, and recorded material

Clarity Core Care will only take, use, or store photos, videos, audio recordings, or other recorded material of participants with informed consent and for agreed purposes. Any such material will be handled and stored in line with our privacy and information management procedures, which require specific consent and approved handling of recorded material.

8. Privacy incidents and data breaches

If we become aware of a privacy or information security incident, we will take steps to contain it, assess the risk, and respond in line with our internal privacy and incident procedures. Where required, we will notify affected individuals and relevant authorities. Our internal procedures provide for breach containment, assessment, notification where required, and improvement actions.

9. Your rights

You have the right to:

• Ask what personal information we hold about you
• Request access to your personal information
• Ask us to correct information that is inaccurate, incomplete, or out of date
• Withdraw or change your consent in some circumstances
• Raise a concern or make a complaint about how your information is handled

Our internal privacy and information-management procedures support participant access, correction requests, consent changes, and complaints handling.

10. Website data and cookies

Our website may use basic analytics tools and standard server logs to help us understand how visitors use the site and improve website performance. We do not use website browsing activity to identify you personally unless you choose to provide your details through a form or direct contact.

11. Changes to this policy

We may update this Privacy Policy from time to time. The most current version will always be published on this page, and the date at the top will show when it was last updated.

12. Contact us

If you have any privacy questions, want to access or correct your information, or would like to make a privacy complaint, please contact us:

• Email: info@claritycorecare.com.au
• Phone: 0450 815 187

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.