Effective Date: 5 June 2025

At Zenzability Pty Ltd, we are committed to protecting the privacy and personal information of our clients, participants, families, carers, and staff. This Privacy Policy explains how we collect, use, store, and protect personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What personal information we collect

We collect information that is necessary to provide therapy and support services.

This may include:

• Full name, address, and contact details
• Date of birth and gender
• NDIS number and plan details
• Medicare or health fund information
• Medical history and diagnoses
• Functional assessment results and therapy records
• Emergency contact and guardian details
• Cultural background and preferred communication methods

2. How we collect personal information

We collect information in a number of ways, including:

• Directly from you (in person, over the phone, or through email)
• From your guardian, carer, support coordinator, or health provider
• Through online forms submitted via our website
• From reports, referrals, or other service providers (with consent)

3. Why we collect personal information

We collect and use personal information to:

• Provide therapy and support services under the NDIS
• Understand individual needs and plan appropriate supports
• Communicate with participants, families, and other providers
• Maintain accurate records and comply with legal obligations
• Improve service delivery and meet quality assurance standards

4. How we store and protect your information

We store information in secure physical and digital formats. Our systems are protected by access controls, encryption, and secure servers. Only authorised staff can access your information, and all team members are trained in confidentiality and privacy practices.

We take all reasonable steps to:

• Prevent unauthorised access, misuse, or loss
• Keep information accurate and up to date
• Destroy or de-identify information that is no longer needed

5. Disclosure of personal information

We only share personal information when it is necessary and with consent. We may disclose information to:

• Allied health professionals and support coordinators
• General practitioners or specialists involved in your care
• NDIS representatives, auditors, or compliance bodies
• Legal or emergency services when required by law

We do not sell or trade personal information to any third parties.

6. Accessing and correcting your information

You have the right to access the personal information we hold about you and to request corrections if the information is inaccurate or incomplete. To request access or correction, please contact us using the details below.

7. Making a privacy complaint

If you have concerns about how we have handled your personal information, please contact us directly. We take all complaints seriously and aim to respond within a reasonable timeframe. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

8. Contact us

If you have any questions about our privacy practices or would like to make a request or complaint, please contact us at info@zenzability.com.au.