Privacy & Information Handling

Privacy Policy

This policy explains how TIFA Support Services collects, uses, stores, and protects personal information when providing NDIS support services.

1. Introduction

TIFA Support Services, referred to as “we”, “our”, or “us”, is committed to respecting and protecting the privacy of people who engage with our NDIS support services. This Privacy Policy explains how we collect, use, disclose, store, and safeguard personal information in connection with our services.

2. Information We Collect

  • Personal Information: Name, contact details, date of birth, address, and other identifying information.
  • NDIS-related Information: Information about NDIS plans, goals, support needs, services, funding arrangements, and participant preferences.
  • Health and Support Information: Relevant disability, health, behavioural, communication, mobility, or support information needed to provide safe and appropriate services.
  • Payment Information: Billing, invoicing, plan management, or payment information where required.
  • Communication Data: Records of phone calls, emails, messages, referral forms, service notes, feedback, and complaints.

3. How We Use Your Information

  • To provide NDIS support services, including support work, shared living supports, community participation, transport assistance, life stage support, and specialist support coordination.
  • To understand participant needs, preferences, goals, risks, and support requirements.
  • To communicate with participants, families, nominees, representatives, providers, and support networks.
  • To coordinate services and maintain safe, appropriate, and person-centred support arrangements.
  • To process invoices, payments, and service-related administration.
  • To meet legal, regulatory, NDIS, quality, safeguarding, and reporting obligations.
  • To improve our services, systems, communication, and participant experience.

4. Information Sharing

We only share personal information where it is necessary, authorised, or required by law. This may include sharing information with NDIS-related agencies, service providers, plan managers, support coordinators, health professionals, nominees, representatives, or regulatory bodies where needed to provide services, coordinate supports, manage safety, or meet our obligations.

5. Consent

Where appropriate, we seek consent before collecting or sharing personal information. In some cases, we may be required or permitted to use or disclose information without consent, such as where there is a serious risk to safety, a legal requirement, or a safeguarding obligation.

6. Security of Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This may include access controls, secure systems, staff training, and appropriate record management practices.

7. Data Retention

We retain personal information for as long as required to provide services, manage our obligations, resolve issues, and meet legal or regulatory record-keeping requirements. When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

8. Your Privacy Rights

  • Request access to personal information we hold about you.
  • Ask us to correct inaccurate or outdated personal information.
  • Withdraw consent where consent is the basis for collecting or using information.
  • Raise concerns or complaints about how personal information has been handled.

9. Website and Forms

When you use our website or submit an online form, we may collect the information you provide, along with basic technical information required for the website to operate. Please avoid submitting information about another person unless you have authority or consent to do so.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Any updated version will be published on our website.

11. Complaints and Contact

If you have questions, concerns, or complaints about privacy or how your information has been handled, contact us at contact@tifa.com.au.

Questions about privacy?

Contact TIFA Support Services if you would like to access, correct, or discuss personal information we hold.

contact@tifa.com.au