Familiar Faces Illawarra Pty Ltd ("we", "us", or "our") is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a NDIS provider, we also comply with the NDIS Practice Standards relating to participant privacy and confidentiality.

This Privacy Policy outlines how we collect, use, disclose, and protect your personal information.

We may collect the following types of personal and sensitive information:

• Personal Information: Name, address, phone number, email, date of birth, emergency contact.
   
• NDIS Details: NDIS number, plan details, support needs.
   
• Health Information: Medical history, diagnoses, medication, and care requirements (only if required for services).
   
• Other Information: Communication records, feedback, complaints, or other interactions with our team.
   

We collect information directly from you or your authorised representatives when you:

• Enquire about or sign up for our services
   
• Complete forms or provide documentation
   
• Communicate with us by phone, email, or in person
   
• Use our website or online services
   
• Are referred by third parties (with your consent)
   

We collect your information to:

• Provide you with NDIS services
   
• Understand and meet your support needs
   
• Manage our business operations (including quality assurance and reporting)
   
• Comply with legal and NDIS obligations
   
• Communicate with you and your representatives
   

We will only disclose your personal information:

• With your consent
   
• To NDIS Commission or NDIA if required
   
• To healthcare or allied professionals involved in your care (with consent)
   
• To third-party service providers we engage (e.g., IT support) under strict confidentiality
   
• When required by law (e.g., under court order or to prevent serious harm)
   

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, or disclosure, including:

• Secure physical and digital storage systems
   
• Staff training on privacy obligations
   
• Access controls and passwords
   
• Regular review and updates to our data protection systems
   

You have the right to access and request correction of the personal information we hold about you. To make a request, please contact us using the details below. We will respond within a reasonable timeframe.

Our website may collect general user data (e.g., browser type, pages visited) via cookies to improve user experience. You can disable cookies in your browser settings.

We do not collect personal information unless you voluntarily provide it (e.g., via contact forms).

If you believe we have breached your privacy rights, please contact us. We take complaints seriously and will respond promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

We may update this Privacy Policy from time to time. Any changes will be posted on our website with an updated "Effective Date".

If you have any questions about this Privacy Policy or how your information is handled, please contact us support@familiarfaces.com.au