Last updated: July 2026

Privacy Policy

Your privacy matters. When you share personal information with Hope & Integrity Care Services, you are trusting us with details about your life, your health and the people around you. We take that seriously.

This page explains, in plain language, what we collect, why we collect it, how we keep it safe and the choices you have. If you would rather go through it another way, in large print, read aloud over the phone, or with the help of an interpreter, call 1300 544 958 and we will work out a way that suits you.

Who we are

Hope & Integrity Care Services Pty Ltd (ABN 66 655 848 249) is a registered NDIS provider based in Logan, supporting participants across Logan, Ipswich, Brisbane and Bayside. In this policy, “Hope & Integrity”, “we”, “us” and “our” all mean us.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Because we handle health information as part of providing disability supports, these rules apply to us regardless of our size, and we hold ourselves to them.

 

The information we collect

Personal information is any information that identifies you or could reasonably identify you. Some of it is sensitive information, including health information, which the law protects more strongly, and we treat it that way. We only collect what we genuinely need to provide safe, respectful support.

Depending on your situation, that may include:

  • Contact details: your name, address, phone number and email.
  • NDIS details: your NDIS number, your plan goals, and how your plan is managed.
  • Health and support information: your disability, health needs, medications, mobility, communication, any risks, and what good support looks like for you.
  • What matters to you: your culture, language, faith, routines, and preferences about who supports you.
  • People in your life: family, carers, your nominee or guardian, emergency contacts and your support coordinator.
  • Support records: notes about the support we provide, so your support stays consistent and safe.
  • Anything you choose to share when you contact us through the website, make an enquiry or send a referral.

We collect information directly from you wherever we can. Sometimes, with your consent or where the law allows, we collect it from others involved in your support, such as a family member, your support coordinator or referrer, the National Disability Insurance Agency (NDIA), a hospital team or a health professional.

For a general question, you do not have to identify yourself, and you can use a different name if you prefer. To actually provide support, we will usually need to know who you are.

 

Why we collect and use your information

We use your information to provide and coordinate your supports and to run our service properly. That includes:

  • Delivering the supports in your NDIS plan.
  • Matching you with workers who suit your needs, personality and preferences.
  • Planning, reviewing and improving your support safely.
  • Keeping in touch with you and, where you want us to, your family or support coordinator.
  • Claiming payment for supports through the NDIS.
  • Meeting our obligations as a registered provider, including to the NDIS Quality and Safeguards Commission, and any other legal obligations.
  • Responding to enquiries, referrals and feedback, and managing any incidents.

We will not use your information for anything unrelated to your support without your consent, unless the law requires or allows it.

 

When we share your information

Your information is confidential. We share it only when there is a good reason to, and usually only with your consent. We may share it with:

  • Our team and your support workers, so they can support you safely and well.
  • The NDIA and the NDIS Quality and Safeguards Commission, where this is needed to deliver your plan or meet our obligations, for example reporting a serious incident.
  • Health professionals and other providers involved in your support, with your consent.
  • Trusted providers who help us operate, such as secure data storage and IT services, under arrangements that require them to protect your information.
  • Others where the law requires or allows it, for example to prevent a serious threat to someone’s life, health or safety.

We do not sell your personal information, and we never share it just for marketing.

 

Referrals made for someone else

If you are referring someone else, such as a family member or a participant you coordinate for, please only share their information if you have their consent or the proper authority to do so. Our referral form asks you to confirm this. We treat referral information with the same care as information that comes from the person themselves.

 

Website forms and messages

Our forms ask only for what we need to respond to you. A brief description is all we need there; deeper health details are better discussed privately with our team once we are in touch. Details you submit are used to respond to your enquiry and handled in line with this policy.

 

Cookies and our website

When you visit our website, we may automatically collect basic technical information, such as your device type, browser and the pages you visit, to keep the site working well and understand what is useful. We may use cookies, which are small files stored on your device, to do this. You can turn cookies off in your browser settings if you prefer.

 

Keeping your information safe

We protect your information with secure systems, access limited to the people who need it, and a team trained to handle it with care and confidentiality. Health information gets extra care.

If something ever goes wrong and a data breach is likely to cause you serious harm, we will act quickly, let you know, and notify the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

 

How long we keep it

We keep your information for as long as we need it to support you and to meet our record-keeping and legal obligations as an NDIS provider. When we no longer need it, we securely destroy it or remove anything that identifies you.

 

Seeing and correcting your information

You can ask us for a copy of the personal information we hold about you, and we will respond within a reasonable time. If we cannot give you access for some reason, we will explain why. If anything we hold is wrong, out of date or incomplete, tell us and we will correct it.

 

Marketing

We will contact you about your enquiry, referral or supports. We do not send marketing communications without your consent, and if you ever want us to stop, just ask.

 

Information stored overseas

Some of the trusted providers we use, such as email, forms and secure storage services, may store or process information outside Australia. Where that happens, we take the steps Australian privacy law requires before information is disclosed.

 

Questions and complaints

If you have a question about your privacy, or you are worried we have mishandled your information, please talk to us first. We would genuinely like the chance to put it right. We will acknowledge your concern, look into it and come back to you.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC). The OAIC generally expects you to raise the issue with the organisation first and allow up to 30 days for a response.

  • Website: oaic.gov.au
  • Phone: 1300 363 992

 

Changes to this policy

We may update this policy from time to time as our services or the law change. The current version will always be on this page, and the date at the top shows when we last updated it.

 

Contact us

We are happy to talk anything on this page through with you.