Privacy Policy

What information we collect

Our Privacy Policy outlines how Guia collects, uses, and protects your personal information when you enquire about or use our NDIS support services across South West Sydney. We collect contact details — your name, phone number, email address, and postal address — so we can respond to your enquiry and arrange support. We also collect service-related information: your disability support needs, NDIS plan details, emergency contacts, and any health or safety information relevant to the support you’ve requested. We collect this only with your knowledge and consent, and only the information needed to deliver the service you’ve asked for.

If you’re a family member or informal carer researching support on behalf of a participant, we collect similar information about you — your relationship to the participant, your contact details, and your communication preferences. We never collect information we don’t need, and we don’t share collection practices across services without telling you first.

How we use it

We use your information to deliver the support services you’ve chosen — whether that’s In-Home Daily Living & Personal Care Support, Community Access, Support Coordination, or any other service listed on our website. We use your details to contact you about appointments, changes to your support plan, and any updates relevant to your care. We also use your information to comply with NDIS requirements, worker screening, and safeguarding obligations that protect you and our team.

We keep records of your support history so we can provide continuity and consistency — and so we can respond quickly if you need to change something about your plan. We never use your information for marketing purposes you haven’t agreed to, and we never sell or trade your details.

Who we share it with

We share your information only when you’ve asked us to, or when the law requires it. If you’ve named a family member or support coordinator as part of your plan, we’ll communicate with them about your support — but only with your permission. We may share information with the NDIS Quality and Safeguards Commission if required by law, and with other NDIS providers if you’ve asked us to coordinate your support with them.

We never share your information with third parties for their own purposes. Your data stays within Guia unless you’ve explicitly agreed otherwise, or unless we’re legally required to disclose it — for example, to child protection services or police if there’s a safety concern.

How we protect it

We keep your information secure using reasonable safeguards — restricted access to files, password-protected systems, and secure storage of paper records. Only Guia staff who need to know your information to deliver your support have access to it. We train all our team members on privacy and confidentiality as part of their induction, and we review our security practices regularly.

We don’t keep your information longer than we need to. Once your support with us ends, we retain records only as long as NDIS law and duty-of-care requirements demand — typically three to seven years depending on the type of record. If you ask us to delete your information and we have no legal reason to keep it, we will.

Your rights

You have the right to ask what information we hold about you, and we’ll provide it within 30 days. You can ask us to correct any information that’s wrong or incomplete, and we’ll update it. If you believe your privacy has been breached, you can lodge a complaint with us, and we’ll investigate and respond within a reasonable timeframe.

You also have the right to request deletion of your personal information, subject to any legal obligations we have to retain it. If you’re an NDIS participant, you have the right to choose and change your support provider at any time — switching providers doesn’t mean losing your records or continuity of care.

How to contact us about privacy

If you have questions about how we handle your information, or if you want to access, correct, or delete your details, please contact Guia directly. You can reach us by phone, email, or through our online contact form — all details are on our website. We’re happy to explain our privacy practices in plain language, and we can provide information in your preferred language if you need it: English, Arabic, Spanish, or Auslan.

If you lodge a privacy complaint with us and you’re not satisfied with our response, you also have the right to contact the Office of the Australian Information Commissioner. We take your privacy seriously because we know how important it’s to trust the people supporting you or your family member.