Privacy Policy

Shyna Promise Disability Support Pty Ltd ("Shyna Promise", "we", "us", or "our") is committed to protecting the privacy and confidentiality of all personal information we collect and hold. We are an NDIS Registered Provider operating across Greater Brisbane and South East Queensland.

This Privacy Policy explains how we collect, use, store, disclose and manage your personal information in accordance with:

• +The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
• +The National Disability Insurance Scheme Act 2013 (Cth)
• +The NDIS Practice Standards and Quality Indicators
• +The Health Records and Information Privacy Act 2002 (NSW) where applicable

By engaging with our services or using our website, you agree to the collection and use of your information in accordance with this policy.

We may collect the following types of personal information:

We only collect sensitive information with your explicit consent, or where required or authorised by law.

We collect personal information in a number of ways, including:

• +Directly from you when you complete our referral, contact or enquiry forms
• +From referring professionals, support coordinators or allied health practitioners
• +From parents, guardians or authorised nominees acting on behalf of a participant
• +Through our website via contact forms, referral forms and cookies
• +Via telephone or email correspondence
• +Through the NDIS portal or from the National Disability Insurance Agency (NDIA)
• +Through service agreements and participant intake processes

We will always endeavour to collect information directly from you where reasonably practicable.

We collect, hold and use your personal information for the following purposes:

• +To assess and respond to referrals and service enquiries
• +To deliver safe, high-quality and person-centred disability supports
• +To develop and implement individual support plans
• +To communicate with participants, families and support networks
• +To meet our obligations as an NDIS Registered Provider
• +To process service agreements, invoices and NDIS claims
• +To comply with legal, regulatory and reporting obligations
• +To manage complaints, incidents and quality improvement activities
• +To recruit and manage our workforce

We will not use your personal information for any purpose other than those described above without your consent, unless required or authorised by law.

We may disclose your personal information to third parties only in the following circumstances:

• +NDIA and NDIS partners: as required for the management of your NDIS plan and supports
• +Support coordinators and allied health professionals: involved in your care and support
• +Medical and healthcare providers: where necessary for your health and safety
• +Government agencies: including the NDIS Quality and Safeguards Commission, where required by law
• +Emergency services: where there is an immediate risk to life or safety
• +Service subcontractors: who assist in delivering supports, bound by confidentiality obligations

We will not sell, trade or rent your personal information to third parties.

We take the security of your personal information seriously. We implement a range of physical, electronic and procedural safeguards to protect your information from misuse, interference, loss, unauthorised access, modification or disclosure.

• +Secure password-protected systems and encrypted storage
• +Restricted access to personal information on a need-to-know basis
• +Staff training on privacy and confidentiality obligations
• +Secure disposal of paper records that are no longer required

Personal information is retained for as long as necessary to fulfil the purposes for which it was collected, or as required by law.

You have the right to request access to the personal information we hold about you, and to request that we correct any information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make an access or correction request, please contact us using the details in Section 12. We will respond within a reasonable timeframe, generally within 30 days.

There is no charge for making an access or correction request, however we may charge a reasonable fee for the cost of providing access where significant resources are involved.

When you visit our website at www.shynapromise.com.au, we may collect certain technical information automatically, including your IP address, browser type, operating system, referring URLs and pages visited.

Our website may use cookies to enhance your browsing experience. You can configure your browser to refuse cookies, however some parts of our website may not function correctly without them.

We do not use cookies to collect sensitive personal information or to track your activity across other websites.

As an NDIS Registered Provider, we are bound by the NDIS Practice Standards and the NDIS Code of Conduct. These require us to:

• +Treat participants with dignity and respect and protect their privacy
• +Maintain the confidentiality of participant information
• +Only use or disclose participant information for purposes directly related to the delivery of supports
• +Report notifiable incidents to the NDIS Quality and Safeguards Commission
• +Obtain and record informed consent before collecting or sharing personal information

If you believe we have breached your privacy, we encourage you to contact us in the first instance. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you may lodge a complaint with:

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last Updated" date at the top of this page.

We encourage you to review this policy periodically. Continued use of our services or website after changes are posted constitutes your acceptance of the updated policy.