Privacy Policy — Wise West Connect Pty Ltd
Effective date: 14 August 2025
Who we are:
Wise West Connect Pty Ltd (ABN 61 662 952 294) — Labour Hire Licence VICLHL10109,
NDIS Provider 4-L3R16ZM,
DVA No. 9727411Y.
Contact: 1300 819 116 ·
info@wisewestconnect.com.au ·
Wise West Connect respects your privacy. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and with sector requirements under the NDIS Quality and Safeguarding Framework, Aged Care and DVA programs. This policy explains what we collect, why, how we use and disclose it, and your rights.

1) What we collect
Depending on your relationship with us (participant/client, carer/family, support coordinator, job applicant/worker, referrer, website visitor), we may collect:

Identity & contact details: name, date of birth, address, email, phone, emergency contacts.
Eligibility & program info: NDIS number, plan details (management type, budget categories), My Aged Care ID, DVA details.
Health & support information (sensitive information): diagnoses, functional needs, medications, care plans, risk notes, incident records, progress notes, cultural/language needs, preferences (including worker gender).
Service & billing: schedule/roster data, timesheets, invoices, funding approvals, bank/payment details for payments you authorise.
Employment/contracting: CV, qualifications, AHPRA/WWCC/Police checks, vaccination status, training records, performance/incident data.
Website & communications: forms you submit, call/SMS/email records, feedback, complaints, survey responses, and device/usage data (cookies, IP address, analytics).

2) How we collect information

Directly from you (forms, phone, email, portal, during service delivery).
From your authorised representatives (e.g., family, guardian, support coordinator, plan manager).
From relevant third parties with your consent or as permitted by law (e.g., health professionals, NDIA, Aged Care/DVA agencies, background-check providers).
Automatically via our website using cookies and similar technologies.

3) Why we collect and use information (purposes)
We collect, use and disclose personal information to:

Assess eligibility and set up services; create care plans and rosters.
Deliver supports (NDIS Core Supports, aged care, community nursing, cleaning where relevant) and manage quality, safety and incidents.
Communicate with you and your representatives; coordinate with providers, support coordinators, plan managers and clinicians.
Administer accounts, billing and payments; meet audit, accreditation and regulatory obligations.
Recruit, onboard and manage employees/contractors.
Improve services and our website; handle enquiries, feedback and complaints.
Send service updates and (where permitted) marketing you can opt out of at any time.

4) Disclosures (who we share with)
We may share information with:

Your authorised representatives, support coordinators, plan managers, and treating health professionals involved in your care.
Government bodies and funders (e.g., NDIA, NDIS Commission, Department of Health and Aged Care/My Aged Care, DVA) where required.
Our staff and vetted subcontractors who need it to provide services.
Auditors, insurers, legal and professional advisers for compliance and risk management.
Service providers we use to operate our business (secure IT, cloud hosting, communications, payroll, background checks, analytics).
We do not sell your personal information.

5) Overseas disclosures
Some service providers may store information in, or access it from, locations outside Australia. Where this occurs, we take reasonable steps to ensure those providers protect personal information consistent with the APPs and our contractual requirements.
6) Website cookies & analytics
Our site may use cookies, pixels and analytics tools (e.g., for performance measurement and advertising). You can manage cookies in your browser settings. Disabling cookies may affect site functionality.
7) Security and retention
We use administrative, technical and physical safeguards to protect personal information (access controls, staff training, encryption where appropriate, secure disposal). We keep information only as long as needed for the purposes above and to meet legal, funding and clinical record-keeping requirements, then securely destroy or de-identify it.
8) Access, correction and choices
You can request access to your personal information or ask us to correct it if inaccurate, out-of-date, incomplete or misleading. You can also:

Update your contact preferences or opt out of marketing at any time.
Withdraw consent for optional uses (where consent is the basis) — this may affect our ability to provide certain services.

To make a request, contact us using the details at the top. We’ll respond within a reasonable time. We may ask for ID and may charge a reasonable fee for access (not for making a request).
9) Children and capacity
Where appropriate, we seek consent from a parent/guardian or authorised representative. We tailor collection and consent to a person’s communication needs and capacity.
10) Complaints
If you have a privacy concern, please contact us first. We’ll confirm receipt and aim to resolve it promptly.
If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC): oaic.gov.au · 1300 363 992.
Service quality concerns can also be raised with the NDIS Quality and Safeguards Commission: ndiscommission.gov.au · 1800 035 544; or relevant Aged Care/DVA complaint bodies.
11) Notifiable data breaches
If a data breach is likely to result in serious harm, we will notify affected individuals and the OAIC in line with the Notifiable Data Breaches (NDB) scheme.
12) Third-party links
Our website may link to third-party sites we don’t control. We’re not responsible for their privacy practices. Check their policies.
13) Changes to this policy
We may update this policy to reflect changes in law or our practices. Updates will be posted on this page with a new effective date.

Identity & contact details: name, date of birth, address, email, phone, emergency contacts.

Eligibility & program info: NDIS number, plan details (management type, budget categories), My Aged Care ID, DVA details.

Health & support information (sensitive information): diagnoses, functional needs, medications, care plans, risk notes, incident records, progress notes, cultural/language needs, preferences (including worker gender).

Service & billing: schedule/roster data, timesheets, invoices, funding approvals, bank/payment details for payments you authorise.

Employment/contracting: CV, qualifications, AHPRA/WWCC/Police checks, vaccination status, training records, performance/incident data.

Website & communications: forms you submit, call/SMS/email records, feedback, complaints, survey responses, and device/usage data (cookies, IP address, analytics).

2) How we collect information

Directly from you (forms, phone, email, portal, during service delivery).

From your authorised representatives (e.g., family, guardian, support coordinator, plan manager).

From relevant third parties with your consent or as permitted by law (e.g., health professionals, NDIA, Aged Care/DVA agencies, background-check providers).

Automatically via our website using cookies and similar technologies.

3) Why we collect and use information (purposes) We collect, use and disclose personal information to:

Assess eligibility and set up services; create care plans and rosters.

Deliver supports (NDIS Core Supports, aged care, community nursing, cleaning where relevant) and manage quality, safety and incidents.

Communicate with you and your representatives; coordinate with providers, support coordinators, plan managers and clinicians.

Administer accounts, billing and payments; meet audit, accreditation and regulatory obligations.

Recruit, onboard and manage employees/contractors.

Improve services and our website; handle enquiries, feedback and complaints.

Send service updates and (where permitted) marketing you can opt out of at any time.

4) Disclosures (who we share with) We may share information with:

Your authorised representatives, support coordinators, plan managers, and treating health professionals involved in your care.

Government bodies and funders (e.g., NDIA, NDIS Commission, Department of Health and Aged Care/My Aged Care, DVA) where required.

Our staff and vetted subcontractors who need it to provide services.

Auditors, insurers, legal and professional advisers for compliance and risk management.

Service providers we use to operate our business (secure IT, cloud hosting, communications, payroll, background checks, analytics). We do not sell your personal information.

Update your contact preferences or opt out of marketing at any time.

Withdraw consent for optional uses (where consent is the basis) — this may affect our ability to provide certain services.

3) Why we collect and use information (purposes)
We collect, use and disclose personal information to:

4) Disclosures (who we share with)
We may share information with:

Service providers we use to operate our business (secure IT, cloud hosting, communications, payroll, background checks, analytics).
We do not sell your personal information.