How we look after your information.

About this policy

Jay’s Support Services Pty Ltd (ABN 33 662 241 723), trading as Jay’s Support Services, is a registered NDIS provider based in Werribee, Victoria. In this policy, “we” and “us” mean that company.

This policy explains what personal information we collect, why we collect it, who we share it with, how we keep it safe, and how you can see or correct what we hold. It covers this website, our online enquiry and advertising forms, and the supports we deliver.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records Act 2001 (Vic), and our obligations under the NDIS Act 2013 and the NDIS Practice Standards.

What we collect

What we collect depends on why you are in touch with us.

• If you make an enquiry: your name, email address, phone number, whether you are a participant, a family member or a professional, what you tell us in your message, and how you heard about us.
• If you refer someone to us: your name, role, organisation and contact details, and the information you give us about the person you are referring.
• If we support you: your contact details and those of the people you want involved, your NDIS number and plan details, and the health, disability, behaviour support, legal and other background information we need to support you safely and well.
• If you apply to work with us: your work history, qualifications, referees, right to work, and the screening checks the NDIS requires.
• If you visit this website: basic technical information such as your browser type, the pages you viewed and the site that sent you here.

Some of this is sensitive information, including health information and, for some of the people we support, information about legal matters. We collect sensitive information only with consent, or where the law requires or allows it, and only what we need.

You can contact us without giving your name. We can answer a general question that way, but we cannot arrange or deliver supports for someone we cannot identify.

How we collect it

Mostly we collect information directly from you, by phone, email, the form on this website, an advertising lead form, or in person.

We also receive information from other people where that is part of arranging support: a family member, guardian or nominee, a support coordinator, a plan manager, a behaviour support practitioner, an allied health professional, a case manager, or the NDIA.

If you are a professional referring someone to us, please make sure the person, or whoever makes decisions with them, knows you are sharing their information with us. Share only what is needed for us to work out whether we are a fit.

Why we collect it

• To answer your enquiry and work out whether we are the right fit.
• To plan, deliver and review supports, and to brief the workers involved.
• To work with the other people in a participant’s team, with consent.
• To claim payment, keep records, and meet our legal and NDIS obligations, including incident, complaint and safeguarding requirements.
• To recruit, screen and manage our workers.
• To understand how this website and our advertising are performing, and improve them.

We collect information by lawful and fair means, and only what is reasonably necessary for these purposes.

Who we share it with

We share personal information only where it is needed to deliver supports, where you have agreed, or where the law requires it. Depending on the situation, that can include:

• The participant’s family, guardian, nominee or advocate, with consent.
• Support coordinators, plan managers, behaviour support practitioners, allied health and other health professionals, and case managers involved in a participant’s supports, with consent.
• The NDIA and the NDIS Quality and Safeguards Commission.
• Our workers, on a need to know basis, so that they can do their job safely.
• Companies that provide services to us, such as our email, website hosting, record keeping, accounting, marketing and client management systems.
• Our professional advisers and insurers.
• Emergency services, courts, regulators and other authorities, where we are required or authorised by law.

We do not sell personal information, and we do not share a participant’s story with anyone outside their team.

Information held outside Australia

Some of the companies that provide our email, website and business systems store or process information on servers outside Australia, including in the United States. Where that happens, we take reasonable steps to make sure the information is handled in a way that is consistent with the Australian Privacy Principles, and we send only what is needed.

Marketing

If you have made an enquiry, we may contact you about that enquiry. We do not add people to a marketing list without their agreement. If we ever send you information about our services, every message will include a simple way to opt out, and we act on opt out requests promptly.

We never use a participant’s name, image or story in our marketing without consent.

Cookies, analytics and advertising

This website may use cookies and similar tools to understand how people use it, such as which pages are visited and where visitors came from. We may use Google Analytics and Google Search Console for this.

We may also use advertising tools from Meta (Facebook and Instagram), including the Meta Pixel and Meta lead forms, to measure how our advertising performs and to show our advertising to people who are likely to find it relevant. If you complete a lead form on Facebook or Instagram, Meta passes the details you enter to us and we handle them under this policy.

You can block or delete cookies in your browser settings, and you can manage the advertising you see in your Google and Meta account settings. The website will still work if you do.

Automated tools

Some of the systems our service providers use to help us manage enquiries and records include artificial intelligence features, for example to summarise or organise information. We do not use automated tools to make decisions about anyone’s supports. A person makes those decisions.

How long we keep it and how we protect it

We keep personal information only for as long as we need it for the purpose it was collected, or as long as the law requires. Records about the supports we deliver are generally kept for at least seven years. When information is no longer needed we securely destroy or de-identify it.

We protect personal information from misuse, loss and unauthorised access with password protected systems, access limited to the people who need it, worker training and confidentiality obligations, and secure storage and disposal of paper records.

Accessing and correcting your information

You can ask us for access to the personal information we hold about you at any time, and we will respond within a reasonable period, usually within 30 days. If any of it is inaccurate, out of date or incomplete, you can ask us to correct it and we will take reasonable steps to do so.

We will need to confirm who you are before we release anything. If we cannot give you access or make a correction, we will tell you why in writing.

Data breaches

If a data breach occurs that is likely to result in serious harm, we assess it and, where the Notifiable Data Breaches scheme applies, notify the affected people and the Office of the Australian Information Commissioner as soon as practicable.

Questions, requests and complaints

To ask about your information, to request access or a correction, or to raise a concern about how we have handled it, contact our privacy contact, Chernor Jalloh, Director:

• info@jayssupportservices.com.au
• 0448 704 561

We will acknowledge a complaint promptly, look into it, and give you a written response, usually within 30 days. There is no charge for making a request or a complaint. If you are not satisfied with our response, you can contact:

• The Office of the Australian Information Commissioner, 1300 363 992, oaic.gov.au
• The NDIS Quality and Safeguards Commission, 1800 035 544, ndiscommission.gov.au
• The Health Complaints Commissioner (Victoria), 1300 582 113, hcc.vic.gov.au, for concerns about health information

Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated at the top.