Authentic Care & Support Services Last updated: April 2026
Who we are
Authentic Care & Support Services is a registered NDIS provider based in Adelaide, South Australia. In this policy, “we”, “us” and “our” refer to Authentic Care & Support Services.
Why we have this policy
As an NDIS provider, we are covered by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), regardless of our annual turnover, because we provide health and disability support services and hold health information. We are also bound by the NDIS Code of Conduct. This policy explains how we collect, use, store and disclose your personal information.
What personal information we collect
We may collect the following types of personal information:
Your name, phone number, email address and residential suburb or postcode when you enquire about our services through our website, social media, phone, or online forms including Meta (Facebook and Instagram) lead forms.
If you become a participant with us, we may also collect your NDIS participant number, NDIS plan details, date of birth, emergency contact details, health and medical information relevant to providing your supports, and details of your support coordinator or plan manager.
How we collect your information
We collect personal information directly from you, or from a family member, carer, support coordinator, plan manager or other representative acting on your behalf, with your consent. We may also collect information through our website, social media platforms, phone calls, emails, and online enquiry forms hosted by Meta (Facebook and Instagram).
Why we collect your information
We collect your personal information to respond to your enquiry about our services, to assess whether we can provide the supports you need, to deliver NDIS funded supports to you, to communicate with your support coordinator or plan manager about your services, to meet our obligations under the NDIS Act 2013, the NDIS Code of Conduct, and the Privacy Act 1988, and to improve our services.
We will not use your personal information for any purpose other than the reason it was collected, unless we have your consent or are required to by law.
Who we share your information with
We may share your personal information with your support coordinator or plan manager with your consent, the National Disability Insurance Agency (NDIA) as required to deliver your funded supports, the NDIS Quality and Safeguards Commission if required by law, and our internal staff directly involved in providing your supports.
We will not sell, rent, or give your personal information to any third party for marketing purposes.
How we store and protect your information
We store your personal information securely using password protected digital systems and locked physical storage where applicable. We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification or disclosure. We retain your information only for as long as it is needed for the purposes described in this policy or as required by law.
Online enquiry forms (Meta lead forms)
When you submit an enquiry through a Meta (Facebook or Instagram) lead form, Meta collects your name, phone number and email address on our behalf. This information is transferred to us so we can contact you about your enquiry. Meta’s handling of your data is governed by Meta’s own privacy policy, which you can read at https://www.facebook.com/privacy/policy/. We encourage you to review Meta’s policy before submitting a form.
Your rights
You have the right to know what personal information we hold about you, to request access to your personal information, to request corrections to your personal information if it is inaccurate, incomplete or out of date, and to make a complaint if you believe we have breached the Australian Privacy Principles.
To make any of these requests, contact us using the details below.
How to make a complaint
If you believe we have breached your privacy, you can contact us directly using the details below. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992. You can also contact the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or by calling 1800 035 544.
Changes to this policy
We may update this policy from time to time. The updated version will be published on our website with the date it was last updated.