Privacy policy

Dilla Support Services Pty Ltd (ABN 12 661 477 069) ("we", "us") respects your privacy. This policy explains how we handle personal information, including sensitive information such as health and disability information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What information we collect

If you send us a form through this website, we collect only what you enter in it:

• Enquiry forms: your name, phone number, email address (optional), who the support is for, the support you are looking for, and a preferred time to call.
• Referral form: the referrer's name, organisation, role, phone and email; the participant's first name and suburb, how their plan is managed, the supports requested, a preferred start, and any notes you add.
• Careers form: your name, contact details, suburb, screening check status, licence, languages, availability, any message, and your CV if you attach one.

Information about a person's disability, health or support needs is sensitive information. We only collect it with consent, which is why each form has a consent checkbox, and the referral form asks you to confirm the participant has agreed to the referral. Please do not include NDIS numbers, dates of birth or detailed medical information in website forms; we will collect what we need directly, by phone or in person.

When we provide supports, we collect further information directly from participants, their representatives and, with consent, other providers.

Why we collect it

We use your information to respond to your enquiry or referral, assess whether we can provide the supports requested, arrange a meeting, consider job applications, and meet our legal obligations as a registered NDIS provider. We do not use it for marketing unless you ask us to, and we never sell it.

Where your form goes

• This website is hosted on Cloudflare. When you submit a form, it is processed in memory and sent straight to our email inbox using Cloudflare Email Service. Form submissions and CVs are not stored in any database on this website.
• Our email is provided by Microsoft 365. Your message is stored in our mailbox and, where relevant, in our participant or staff records.
• We use service providers that may store or process personal information outside Australia, including Cloudflare (website hosting and form handling, which may process data in the United States and other countries where it operates data centres) and Microsoft (email). We take reasonable steps to ensure these providers protect personal information consistently with the Australian Privacy Principles.

We do not put the content of forms in web addresses, website logs or analytics.

Google map

Our pages show a Google map of our office. The map is provided by Google, not by us. When it loads, Google may set cookies or collect usage data, such as your IP address and how you use the map, under Google’s privacy policy. The map loads only when you scroll it into view, and our office address is always shown as text as well, so you never need the map to find us.

Analytics and cookies

This website does not set advertising or tracking cookies of its own (see above for the Google map). We count page views with cookie-free analytics, and record three simple events (a phone link tapped, a form sent, and a visit to the referrals page) as an event name and page address only. No form content or personal information is included. Text size and contrast settings you choose are saved only in your own browser.

Who we share it with

We only share your information with your consent, or where the law requires or allows it, for example with the NDIS Quality and Safeguards Commission, to reduce a serious threat to someone's life, health or safety, or to meet a legal obligation. With consent, we may share relevant information with a support coordinator, plan manager or other providers involved in your supports.

How long we keep it

We keep participant records for at least 7 years, as required for NDIS providers. Enquiries that do not go ahead are kept for 12 months, and unsuccessful job applications for 12 months. After that, records are securely deleted or destroyed.

How we protect it

The website uses HTTPS encryption. Access to personal information is limited to staff who need it, and our systems are protected with passwords and multi-factor authentication where available.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We will respond within 30 days. If we refuse a request, we will tell you why in writing and how to complain.

Anonymity

You can make a general enquiry by phone without giving your name. We will need your details to provide supports or respond to a referral.

Complaints about privacy

If you think we have mishandled your information, contact us first so we can try to fix it. We will acknowledge your complaint and respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): phone 1300 363 992, or visit www.oaic.gov.au. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.

Contact us about privacy

• Privacy Officer, Dilla Support Services
• Phone: (03) 9967 9524
• Email: admin@dillacare.com.au
• Post: 602/89 Overton Rd, Williams Landing VIC 3027