Privacy policy | Altiora Support

1. Introduction

Altiora Support is committed to protecting your privacy and handling your personal information with care, respect and confidentiality.

This Privacy Policy explains how Altiora Support collects, holds, uses and discloses personal information when you interact with us, access our website or receive services from us.

By providing personal information to Altiora Support, you consent to the collection and handling of your information in accordance with this Privacy Policy, where consent is required.

2. Who We Are

Altiora Support is an independent disability support service providing personalised support to NDIS participants across Brisbane and Moreton Bay.

We currently provide services to Self-Managed and Plan-Managed NDIS participants.

For the purposes of this Privacy Policy, "Altiora Support", "we", "us" and "our" refers to Altiora Support.

3. The Information We Collect

Depending on your relationship with us and the services you receive, we may collect personal information including:

Your name;
Date of birth;
Address and contact details;
Emergency contact details;
NDIS participant information;
NDIS plan and funding information relevant to the services we provide;
Information about your support needs, goals and preferences;
Information provided in referrals, service agreements, intake forms or other documents;
Communication and correspondence with us;
Feedback, complaints or incident information; and
Other information reasonably necessary to provide safe, appropriate and personalised support.

Sensitive Information

Some information we collect may be considered sensitive information, including information relating to your disability, health, wellbeing, support needs or other personal circumstances.

We will only collect sensitive information where it is reasonably necessary for the services or activities we provide and where permitted or required by law. Where required, we will seek your consent before collecting this information. The Australian Privacy Principles provide additional protections for sensitive information.

4. How We Collect Your Information

We may collect personal information directly from you when you:

Contact us by phone, email, social media or through our website;
Complete an enquiry, intake or contact form;
Enter into a Service Agreement with us;
Provide information during meetings or support services;
Communicate with us about your support; or
Provide feedback, make a complaint or submit an enquiry.

With your consent, or where otherwise permitted or required by law, we may also receive relevant information from:

Your family members or nominated representatives;
Support coordinators;
Plan managers;
Allied health professionals;
Other service providers; or
Other people or organisations involved in your support.

5. Why We Collect Your Information

We may collect, hold and use your personal information to:

Respond to enquiries;
Determine whether our services may be suitable for your needs;
Provide safe, appropriate and personalised support;
Develop and manage Service Agreements and support arrangements;
Communicate with you, your nominated representatives or relevant service providers;
Manage appointments, services and administration;
Process invoices and payments;
Meet our legal, regulatory, insurance and record-keeping obligations;
Respond to feedback, complaints or incidents;
Improve our services and website; and
Protect the safety and wellbeing of participants, workers and others.

We aim to only collect personal information that is reasonably necessary for these purposes.

6. How We May Disclose Your Information

We will only disclose your personal information where it is reasonably necessary, authorised by you, required by law or otherwise permitted under applicable privacy laws.

Depending on your circumstances, your information may be disclosed to:

You or your authorised representative;
Family members or nominees where appropriate and authorised;
Your support coordinator;
Your plan manager;
Relevant health or allied health professionals;
Other service providers involved in your support;
Professional advisers, insurers or service providers who assist us in operating our business;
Government agencies, regulators or law enforcement bodies where required or authorised by law.

We do not sell your personal information.

7. How We Store and Protect Your Information

Altiora Support takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the type of information, this may include:

Secure digital storage;
Password and access controls;
Restricted access to participant information;
Secure business systems and devices; and
Appropriate administrative and record-management practices.

While we take reasonable steps to protect your information, no method of electronic storage or transmission can be guaranteed to be completely secure.

We will retain personal information for as long as reasonably necessary for the purposes for which it was collected and to meet our legal, regulatory and record-keeping obligations.

8. Website and Online Enquiries

When you visit the Altiora Support website, certain information may be collected automatically through your browser, website hosting provider or other technology used to operate and improve the website.

This information may include:

Your IP address;
Browser type;
Device information;
Pages visited;
Date and time of your visit; and
General website usage information.

We may use cookies or similar technologies to help our website function and understand how visitors use it.

If you contact us through a website form, the information you provide will be used to respond to your enquiry and manage any potential or ongoing service relationship.

9. Third-Party Websites and Social Media

Our website may contain links to third-party websites or social media platforms.

Altiora Support is not responsible for the privacy practices, content or security of third-party websites or services. We encourage you to review the privacy policies of those services before providing personal information.

10. Accessing and Correcting Your Information

You may request access to personal information that Altiora Support holds about you.

You may also ask us to correct information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

To request access or correction, please contact us using the details below.

We may need to verify your identity before providing access to personal information. In some circumstances, access may be restricted where permitted or required by law. The Australian Privacy Principles provide individuals with rights relating to access to and correction of personal information.

11. Privacy Complaints

If you believe that Altiora Support has not handled your personal information appropriately, you can make a privacy complaint by contacting us.

Please provide as much detail as possible about your concern so we can properly investigate the matter.

We will take your complaint seriously and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC).

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices or legal obligations.

The most current version will be published on the Altiora Support website. The date at the top of this policy indicates when it was last updated.

13. Contact Us

If you have questions about this Privacy Policy, would like to access or correct your personal information, or wish to make a privacy complaint, please contact us: