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(A) Apoio Group Pty Ltd’s (Apoio) privacy policy is to respect and protect the privacy of all people connected with the National Disability Insurance Scheme (NDIS) inclusive of participants, providers, employees and contractors. In dealing with personal information, Apoio abides by the obligations imposed under federal law, inclusive of the Privacy Act 1988 (Cth) and the National Disability Insurance Scheme Act 2013 (Cth).
(B) The Privacy Act 1988 (Cth) (Privacy Act) authorises the collection of personal information where this is required to facilitate access to services provided under the NDIS and perform the other functions required for service provision. The National Disability Insurance Scheme Act 2013 (Cth) sets the provisions for confidentiality and secrecy which limit how Apoio collect and use personal information and when and to whom this information can be disclosed.
(a) Apoio will collect information which is considered reasonably necessary to carry out our role as service providers. The kinds of information we collect and store includes, but is not limited to, personal information (as defined under the Privacy Act 1988 (Cth)) about the participants and other users of our services, and about our employees, contractors and providers.
(b) We may collect the following types of personal information:
(i) identity information, such as your full name and date of birth;
(ii) contact details, such as your email and phone number;
(iii) government identifiers, such as your participant number under the National Disability Insurance Scheme (NDIS) if applicable;
(iv) the relevant NDIS Plan information when provided;
(v) any information or documents which you upload to the Apoio platform;
(vi) information about your interactions with us on or via the Apoio platform;
(vii) information you provide via free text inputs on or via the Apoio platform;
(viii) your occupation;
(ix) your preferences;
(x) financial information(salary, bank details);
(xi) your relationship to other users of Apoio;
(xii) information about you, which is held by third parties, where you have provided your separate consent to such collection, such as information that is or was held by the National Disability Insurance Agency;
(xiii) other information as required by the Anti-Money Laundering Counter-Terrorism Financing Act 2006 (Cth); and
(xiv) other personal information that may be required in order to facilitate your dealings with us.
(c) Apoio may also collect ‘health information’ as defined under the Privacy Act 1998 (Cth), such as information about your health or disability, doctors or other health professionals you have seen or health services you have received.
(a) Sensitive information is defined under the Privacy Act 1988 (Cth) as “Information or an opinion about an individual’s: racial or ethnic origin; political opinions; membership of a political association; religious beliefs or affiliations; philosophical beliefs; membership of a professional or trade association; membership of a trade union; sexual orientation or practices; criminal record; or health information”.
(b) Without your consent, we will not collect information sensitive information. Sensitive information will only be collected if it is specifically required for operational purposes. This is subject to certain exceptions such as when collection is required by law, or when the information is necessary for the establishment, exercise or defense of a legal claim.
(a) Where an individual has provided consent, Apoio will use and disclose the personal information we collect to:
i. provide and improve our services to our clients and their family members;
ii. communicate with our clients and their family members, (including responding to queries and complaints) and distributing our publications, conducting events and raising awareness about our services; and
iii. our general business activities, including interacting with contractors and service providers, billing and administration.
(b) We will not share any of your personal information with third parties without your consent except:
i. if we are required by law or we believe in good faith that such action is necessary in order to comply with law, cooperate with law enforcement or other government
agencies, or comply with a legal process served on the company (including other service providers or insurers) or court order;
ii. the disclosure of the information will prevent or lessen a serious and imminent threat to somebody's life or health;
iii. to our contractors and service providers only to the extent necessary for them to perform their duties to us.
(c) We are obliged to report to the Australian government and other bodies on the services they fund us to provide. Reports cover demographic and service use information only.
(a) Apoio has systems and procedures in place to protect personal information from misuse and loss, as well as from unauthorised access, modification or disclosure. These steps include:
(b) When no longer required, personal information is either archived or destroyed in accordance with federal law.
(c) We also ensure that access to personal information within our systems is only available to our staff who need to have access to do their work, and to people that you have authorised access to the information available on the participants Dashboard.
(d) If a data breach occurs, such as if personal information that we hold is subject to unauthorised loss, use or disclosure, we will respond in line with the Office of the Australian Information Commissioner’s Data breach notification process. We will aim to provide timely advice to participants to ensure they are able to manage any potential harm or loss, financial or otherwise, that could result from the breach. To protect information online, we ask that all participants observe the security requirements relating to the protection of their user identification details and/or password used to access your online account. We recommend that they:
(a) Apoio aims to ensure that all personal information held about a person is accurate, up to date, complete and relevant before acting on it. If a person learns that the personal information that Apoio holds about them is inaccurate, outdated, incomplete, irrelevant or misleading that person can contact Apoio through the methods detailed in Section 9 so that the information can be updated accordingly.
(b) Where a person requests Apoio to correct the personal information we hold about them, we will action this request promptly. A person can request that we notify this change to any other agencies or organisation that we have previously disclosed the
personal information too.
(c) If we do not agree to correct our records as requested, we will give written notice of the decision, setting out our reasons for refusing this request and how the person can lodge a complaint about our decision.
A participant or client may change or take away consent at any time. In order to do this, they must make contact with Apoio by phoning or in writing via email.
This includes if you want to:
Our website www.apoio.com.au contains external links and widgets operated by certain third parties such as Facebook, Twitter, Instagram and Google. These third parties may not be subject to the Privacy Act 1988 (Cth). Apoio is not responsible for the privacy practices of these third parties, or the accuracy, content and security of their websites. You should review the Privacy Policies of these individual websites and use your discretion regarding the use of their site.
Apoio may disclose personal information to a recipient outside of Australia as part of their services. Wherever appropriate, Apoio will ensure that they either have the participants consent or that the personal information is not identifiable.
In some cases, this will not be possible or appropriate, such as when Apoio’s administrative functions require that they become involved in a law enforcement matter such as a criminal investigation. Apoio may also disclose personal information to recipients overseas under international agreements that relate to information between Australia and other countries.
If Apoio are unable to seek consent to provide personal information to an overseas recipient, or it is impractical to do so, they will only provide personal information to an overseas recipient if they can do so under the Privacy Act.
To provide Apoio’s services to customers Apoio may engage other Employee or other Service Providers to perform certain functions. These functions may involve the hosting or accessing of personal information by the Service Provider outside Australia.
(a) You may make a complaint about our handling of your personal information, including if you think we have breached the Privacy Act, by contacting Apoio in writing, by email, mail or fax to the contact information set out at the end of this privacy policy.
(b) Apoio will aim to resolve your complaint within 30 days from when your request was made. If we are not able to resolve your complaint, you may wish to contact the Office of the Australian Information Commissioner at the details set out below.
If you would like to leave feedback or complain about the service you have received from us or you feel that we have breached your privacy obligations, please contact us through any of the following methods.
Phone: 1300 136 999
Email: [email protected]
Postal Address: 112b Hill Street, Port Macquarie, New South Wales, 2444
If you want to obtain additional information on your privacy rights and how you can enforce them, you can visit the website of the Office of the Australian Information Commissioner at:
http://www.privacy.gov.au or http://www.oaic.gov.au/
Apoio reserves the right to change, modify or update this Privacy Policy from time to time, by posting an updated version on their website. The updated version will take effect immediately upon posting.
Apoio commit to adhering to various Legislation, Standards and Agreements. These include, but not limited to the following;
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