Our Policies

1 About this Policy

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Some information is also handled to meet our obligations under the NDIS Act 2013 and the NDIS Quality and Safeguards Commission.

This policy explains, in plain language, how we look after your information and your rights.

2 What Personal Information We Collect

We only collect information that we reasonably need to provide safe and quality supports.

Examples of personal information we may collect include:

• Name, date of birth and contact details
• Address and emergency contact details
• NDIS number and plan information (if applicable)
• Support needs, goals and service history
• Communication preferences and cultural requirements
• Staff employment details, qualifications and checks

3 Sensitive Information & Health Details

We may collect sensitive information such as health, disability and support needs, and information about cultural background where it is relevant to your care.

We will only collect sensitive information:

• With your consent (or the consent of your authorised representative), or
• Where required or authorised by law, or
• Where it is necessary to reduce a serious risk to you or another person.

4 How We Collect Information

We may collect information:

• Directly from you, in person, by phone, email or online forms
• From your family, carer, nominee or guardian (with your consent where required)
• From your support coordinator, plan manager or other providers (with consent)
• From hospitals, health professionals or allied health services where appropriate
• When you apply for a role with us or work for us
• When you use our website or social media pages

5 Why We Collect, Use & Share Your Information

We collect and use personal information so we can:

• Provide safe and appropriate aged care and NDIS supports
• Understand your goals, preferences and communication needs
• Plan, deliver and review your services
• Manage bookings, rosters and staff allocations
• Comply with legal, funding and reporting obligations
• Improve our services, training and quality systems

We do not sell, rent or trade your personal information.

6 Disclosure to Third Parties

We may share your information with:

• Your nominated family, carer or representative (with your consent)
• Support coordinators, plan managers and other service providers
• Health professionals and allied health providers involved in your care
• Government agencies, including the NDIA and NDIS Commission, where required
• Our professional advisers (e.g. legal, clinical or insurance) where necessary
• IT, payroll or administration providers who support our operations

Wherever possible, we will explain what information is being shared and why, and we will seek your consent unless the law allows or requires us to act without it.

7 Overseas Disclosure

We do not routinely send personal information overseas. However, some of our technology providers (for example, secure cloud storage or email services) may store data on servers located outside Australia.

Where this occurs, we take reasonable steps to ensure that those providers protect your information in a way that is consistent with Australian privacy law.

8 Direct Marketing & Communication Preferences

From time to time we may contact you about:

• Service updates or changes to your supports
• New programs, events or community activities
• Surveys or feedback opportunities

You can tell us at any time if you:

• Do not wish to receive certain communications, or
• Want to change how we contact you (phone, SMS, email or post).

9 Cookies & Website Analytics

Our website may use cookies and similar technologies to:

• Remember your preferences
• Understand how visitors use our site
• Improve content, navigation and accessibility

We may use tools such as Google Analytics to collect general usage data (for example, page views and time on site). This information is de-identified and used for service improvement, not to identify individual users.

You can change your browser settings to block cookies, but some features of the site may not work as intended.

10 Data Quality & Security

We take reasonable steps to ensure that the personal information we hold is:

• Accurate, up to date and complete
• Stored securely in paper and/or electronic form
• Protected from misuse, interference, loss and unauthorised access

Access to your information is limited to staff and authorised personnel who need it to perform their role. We use passwords, secure storage, staff training and confidentiality agreements to protect your data.

When information is no longer required and we are not legally required to keep it, we will take reasonable steps to securely destroy or de-identify it.

11 Accessing & Correcting Your Information

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

To request access or correction, please contact us using the details at the end of this policy. We may ask you to confirm your identity before we release information.

In some cases, we may not be able to provide access (for example, if it would unreasonably impact another person's privacy), but we will explain why and outline your options.

12 Anonymity & Pseudonymity

Where lawful and practical, you may choose not to identify yourself or to use a pseudonym (for example, when making a general enquiry).

For most of our services, especially where we support you as an NDIS or aged care client, we will need to know who you are so that we can provide safe and appropriate supports.

13 Privacy Concerns & Complaints

If you have a question or concern about how we handle your personal information, we encourage you to contact us first so we can work with you to resolve the issue.

We will take your concern seriously and aim to respond in a timely and respectful way.

If you are not satisfied with our response, you can contact:

• Office of the Australian Information Commissioner (OAIC)
  Website: www.oaic.gov.au
  Phone: 1300 363 992
• NDIS Quality and Safeguards Commission (for NDIS-related privacy concerns)
  Website: www.ndiscommission.gov.au
  Phone: 1800 035 544

14 Changes to this Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with an updated "Last updated" date.

If you have any questions about this policy or how it applies to you, please contact us using the details above.

1 Our Commitment to Quality

We take all complaints seriously. You have the right to raise concerns without fear of retaliation or impact on your services. We will:

• Treat you with respect and dignity
• Listen carefully and take your concerns seriously
• Investigate fairly and thoroughly
• Keep you informed throughout the process
• Work with you to resolve the issue
• Learn from complaints to improve our services

2 How to Make a Complaint

You can make a complaint in any way that suits you:

• Phone: 02 9711 3415 or 0410 424 076
• Email: info@bluebirdagedcareanddisabilityservices.com.au
• In person: Talk to your support worker or coordinator
• In writing: Send a letter to Blue Bird Aged Care & Disability Services, Mount Pritchard NSW 2170
• Online: Use our contact form
• Through a representative: A family member, advocate, support coordinator or other person can make a complaint on your behalf (with your consent)

3 What Happens Next

Step 1: Acknowledgment

We will acknowledge your complaint within 2 business days (or sooner where possible). We will confirm what we understand the issue to be and explain the next steps.

Step 2: Investigation

We will investigate your complaint fairly and thoroughly. This may involve:

• Speaking with you to understand the issue fully
• Reviewing records, rosters or documentation
• Speaking with staff or other people involved (while protecting privacy)
• Seeking advice from our clinical or management team

Step 3: Resolution

We will aim to resolve most complaints within 14 days. For more complex matters, we will keep you updated on progress and let you know if more time is needed.

We will contact you to discuss the outcome and any actions we have taken or will take.

4 Timeframes

• Acknowledgment: Within 2 business days
• Simple complaints: Resolved within 7–14 days
• Complex complaints: Resolved within 30 days (we'll keep you updated)
• Urgent safety concerns: Addressed immediately

If you are unhappy with the timeframe, please let us know and we will do our best to accommodate your needs.

5 Your Rights During the Complaints Process

You have the right to:

• Be treated with respect and have your complaint taken seriously
• Have a support person, advocate or representative with you
• Receive information in a format or language you understand
• Withdraw your complaint at any time
• Continue receiving your supports without fear of retaliation
• Escalate your complaint if you are not satisfied with our response

6 Escalation to NDIS Quality and Safeguards Commission

If you are not satisfied with how we handled your complaint, or if the issue relates to serious misconduct, abuse, neglect or a significant breach of the NDIS Code of Conduct, you can contact the NDIS Quality and Safeguards Commission:

The NDIS Commission can investigate complaints independently and has powers to take action against providers who do not meet NDIS standards.

7 Providing Positive Feedback

We love hearing when things go well! If a support worker or team member has done something that made a difference to you, please let us know. Positive feedback helps us recognise great work and shows our team that their efforts are valued.

You can share feedback the same way you would make a complaint—by phone, email, in person or through our website.

8 Contact Information

1 Cancellation Notice Periods

To avoid cancellation fees, please let us know as soon as possible if you need to cancel or reschedule a booked support.

Examples:

• For a Monday 10am booking → cancel by Sunday 10am (or earlier)
• For a Friday 2pm booking → cancel by Thursday 2pm (or earlier)

2 How to Cancel or Reschedule

You can cancel or reschedule by:

• Phone: 02 9711 3415 or 0410 424 076
• SMS: 0410 424 076 (please include your name and booking details)
• Email: info@bluebirdagedcareanddisabilityservices.com.au
• Through your support coordinator or plan manager (if applicable)

3 Cancellation Fees

More than 24 hours notice:

• No cancellation fee applies
• You can reschedule to another time at no cost

Less than 24 hours notice (late cancellation):

• A cancellation fee may apply, charged at the NDIS rate for the scheduled support time
• This fee reflects the costs we incur (rostered staff, travel, preparation) when cancellations occur at short notice

No notice or non-attendance:

• If you do not attend a scheduled support and did not cancel, a cancellation fee will be charged for the full scheduled time

4 Exceptions & Special Circumstances

We understand that emergencies and unexpected situations happen. Cancellation fees may be waived or reduced in the following circumstances:

• Medical emergencies: Sudden illness, hospitalisation or urgent medical appointments
• Family emergencies: Bereavement, family crisis or urgent family matters
• Severe weather or natural disasters: Unsafe conditions that prevent attendance
• Public transport disruptions: If you rely on public transport and services are cancelled or significantly delayed
• Other reasonable circumstances: We will consider each situation on a case-by-case basis

If you need to cancel due to an emergency or special circumstance, please let us know as soon as you can and explain the situation. We will work with you to find a fair resolution.

5 Rescheduling Supports

If you need to change the time or date of a booking:

• Contact us as early as possible (preferably with 24+ hours notice)
• We will do our best to find an alternative time that suits you
• Rescheduling is subject to staff availability

If you reschedule with adequate notice, no cancellation fee applies.

6 Provider-Initiated Cancellations

If we need to cancel a scheduled support (for example, due to staff illness or unforeseen circumstances), we will:

• Contact you as soon as possible
• Offer to reschedule at a time that suits you
• Arrange alternative support if needed and available

No fees apply when we cancel a scheduled support.

7 Contact Us About Cancellations

If you have questions about this policy or a cancellation fee that has been charged, please contact us. We are happy to discuss your circumstances and work with you to find a fair outcome.

1 About This Agreement

This Service Agreement applies to all participants, clients, families and representatives who use our services. By booking or receiving supports from Blue Bird Aged Care and Disability Services, you agree to these terms.

We may update this agreement from time to time. Any significant changes will be communicated to you, and the updated version will be published on our website.

2 Services We Provide

Blue Bird Aged Care and Disability Services provides NDIS-funded supports and aged care services including:

• Personal care and assistance with daily living
• Community access and social participation
• Transport services
• Allied health services (physiotherapy, occupational therapy)
• Support coordination (where applicable)

Services are tailored to your goals, preferences and needs, as outlined in your NDIS plan or service agreement.

3 Your Rights as a Participant or Client

You have the right to:

• Be treated with dignity, respect and without discrimination
• Make your own choices and decisions about your supports
• Have your privacy respected and your information kept confidential
• Access your records and request corrections
• Raise concerns or complaints without fear of retaliation
• Be supported in a safe and respectful environment
• End services at any time (subject to reasonable notice)

These rights are protected under the NDIS Code of Conduct and the NDIS Practice Standards.

4 Your Responsibilities

To help us deliver safe and effective supports, we ask that you:

• Treat our staff, contractors and volunteers with respect
• Provide accurate information about your needs, goals and preferences
• Let us know about any changes to your circumstances, health or support needs
• Follow our Cancellation Policy when you need to cancel or reschedule
• Ensure your home or support environment is safe for workers to enter
• Pay fees on time (if applicable) or ensure NDIS funding is available
• Follow reasonable safety instructions and participate actively in your supports

5 Our Responsibilities

We will:

• Deliver supports that are safe, effective and person-centred
• Respect your choices, goals and preferences
• Provide qualified, trained and screened staff
• Follow the NDIS Code of Conduct and Practice Standards
• Protect your privacy and handle your information securely
• Respond to complaints fairly and promptly
• Maintain appropriate insurance and safeguards
• Communicate clearly and keep you informed

6 Booking and Scheduling

Supports are scheduled by mutual agreement between you and Blue Bird Aged Care and Disability Services. We will work with you to find times that suit your routine and preferences.

Once a booking is confirmed:

• We will send you confirmation (by phone, SMS or email)
• We will roster appropriate staff and make necessary arrangements
• If you need to change or cancel, please follow our Cancellation Policy

We will make every effort to maintain consistency in the staff who support you, but changes may be necessary from time to time due to leave, availability or other circumstances.

7 Fees and Payment

NDIS Participants:

• Services are charged at NDIS-approved rates
• We claim directly from your NDIS plan via your plan manager or through the NDIS portal
• You are responsible for ensuring sufficient funds are available in your plan
• If funding runs out, we will notify you and discuss options

Private (non-NDIS) clients:

• Fees are agreed in advance and outlined in your service agreement
• Payment is due within 14 days of invoice unless otherwise agreed

Late cancellation fees and non-attendance fees may apply—see our Cancellation Policy for details.

8 Safety and Risk Management

Your safety and the safety of our staff are our top priorities. We:

• Conduct risk assessments for all supports
• Provide staff with training, protective equipment and safety procedures
• Follow infection control and hygiene protocols
• Report and respond to incidents promptly

If we identify a safety concern in your home or support environment, we will discuss it with you and work together to address it. In some cases, we may not be able to provide supports until the issue is resolved.

9 Incidents and Emergencies

If an incident occurs during your support (for example, an injury, accident, or safeguarding concern), we will:

• Respond immediately to ensure your safety and wellbeing
• Provide first aid or call emergency services if needed
• Report the incident as required under NDIS and organisational policies
• Investigate and take action to prevent recurrence
• Keep you informed throughout the process

We are legally required to report certain incidents (such as serious injury, abuse, neglect or unexplained death) to the NDIS Quality and Safeguards Commission.

10 Ending or Suspending Services

If you choose to end services:

• You may end services at any time by giving us reasonable notice (we recommend at least 7 days)
• We will work with you to ensure a smooth transition
• We can provide referrals to other providers if needed

If we need to end or suspend services:

In rare circumstances, we may need to suspend or end services. This may occur if:

• There is an ongoing safety risk to staff or other participants that cannot be resolved
• You have repeatedly failed to meet your responsibilities (e.g. unpaid fees, repeated late cancellations, aggressive behaviour)
• Your support needs have changed and we are no longer able to meet them safely or appropriately

If we need to end or suspend services, we will:

• Give you reasonable notice (at least 14 days where possible)
• Explain the reasons clearly
• Work with you, your support coordinator and other providers to find alternative supports

In urgent safety situations, we may need to suspend services immediately, but we will still work with you to find alternative arrangements.

11 Liability and Insurance

Blue Bird Aged Care and Disability Services holds comprehensive insurance including:

• Public liability insurance
• Professional indemnity insurance
• Workers' compensation insurance

We take reasonable care to prevent loss or damage, but we are not responsible for:

• Loss or damage caused by circumstances beyond our reasonable control
• Pre-existing damage or wear and tear to your property
• Your personal belongings (we recommend you maintain your own insurance)

If an incident occurs, we will investigate and work with you and our insurers to resolve the matter fairly.

12 Privacy and Confidentiality

We handle your personal information in line with our Privacy Policy and the Australian Privacy Principles.

Your information will only be shared:

• With your consent
• Where required by law (e.g. NDIS reporting, safeguarding obligations)
• With service providers who need the information to support you (e.g. plan managers, allied health professionals)

13 Complaints and Disputes

If you have a concern or complaint, please refer to our Complaints & Feedback Policy.

We are committed to resolving issues fairly and respectfully. If we cannot resolve a dispute internally, you can contact the NDIS Quality and Safeguards Commission or seek independent advice.

14 Governing Law

This Service Agreement is governed by the laws of New South Wales, Australia.

15 Contact Us

If you have any questions about this Service Agreement, please contact us. We're here to help.