Privacy Policy

Last updated: October 2026

About This Policy

Rize Support is a registered NDIS provider delivering Short Term Accommodation, group programs and related supports across the Gold Coast and Brisbane. In this policy, "we", "us" and "our" refer to Rize Support.

We are committed to protecting the privacy of the participants, families, carers and other people we work with. We handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our obligations as a registered NDIS provider, including the NDIS Code of Conduct and NDIS Practice Standards.

This policy explains what personal information we collect, why we collect it, how we use and protect it, and how you can access it or make a complaint.

What Personal Information We Collect

The information we collect depends on how you interact with us.

Participants

• Name, date of birth, address, phone number and email address
• NDIS number, plan details, funding type and plan or support coordinator details
• Health, disability and medical information, including medications, allergies and support needs
• Communication preferences, routines, goals and interests
• Behaviour support information, where relevant
• Emergency contacts, guardians and nominees
• Records of the supports we provide, including progress notes and incident records
• Photos or videos, only with consent

Families, Carers and Representatives

• Name, relationship to the participant and contact details
• Information you share with us about the participant's needs and preferences

Website Visitors and Enquiries

• Information you submit through our enquiry forms, such as your name, email, phone number and message
• Technical information collected automatically, such as your browser type, device and pages visited

Job Applicants and Workers

• Contact details, work history, qualifications and references
• Screening and compliance information required for NDIS work, such as NDIS Worker Screening and Working with Children checks

Some of this information, such as health and disability information, is sensitive information under the Privacy Act. We only collect sensitive information with consent, or where the law requires or permits it.

How We Collect Personal Information

Where possible, we collect personal information directly from you. We may also collect it from:

• Family members, carers, guardians or nominees
• Support coordinators, plan managers and other providers involved in your care, with your consent
• Health and allied health professionals, with your consent
• Our website, enquiry forms, email, phone and social media

Why We Collect and Use Personal Information

We collect and use personal information to:

• Respond to enquiries and assess whether our supports are suitable
• Plan and deliver safe, personalised supports
• Keep participants safe, including managing medications, health needs and emergencies
• Communicate with participants, families and their support networks
• Process NDIS claims, invoices and payments
• Meet our legal, insurance and NDIS registration obligations, including record keeping and incident reporting
• Recruit, screen and manage our workers
• Improve our services and handle feedback and complaints

We only use personal information for the purpose it was collected, a related purpose you would reasonably expect, or where you have consented or the law requires or permits it.

Who We May Share Information With

We do not sell personal information. We may share it, where appropriate, with:

• The National Disability Insurance Agency (NDIA), for claims and plan-related matters
• Plan managers and support coordinators
• Health professionals and other providers involved in your supports, with your consent
• The NDIS Quality and Safeguards Commission, where required, such as for reportable incidents
• Emergency services, where there is a serious threat to someone's life, health or safety
• Service providers who help us operate, such as IT, software, payroll and accounting providers, who must protect the information
• Government agencies, courts or others where required or authorised by law

Information Stored Outside Australia

Some of the software and online services we use may store information on servers located outside Australia. Where this happens, we take reasonable steps to make sure the information is protected in a way that is consistent with the Australian Privacy Principles.

How We Store and Protect Information

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. This includes password-protected systems, restricted access for staff who need the information to do their job, and secure storage of any paper records.

We keep records for as long as required by law, including NDIS record-keeping requirements. When information is no longer needed, we securely destroy it or remove identifying details.

Our Website

Our website uses cookies and similar technologies to help it work properly and to understand how visitors use it. You can set your browser to refuse cookies, although some parts of the website may not work as intended.

Our website includes content from third-party services, such as embedded Google Maps and links to our Facebook, Instagram and LinkedIn pages. These services may collect information under their own privacy policies.

Information you submit through our enquiry forms is sent to our team so we can respond to you.

Photos and Videos

We sometimes share photos and videos of our programs on our website and social media. We only use images of participants with consent from the participant or their guardian. You can withdraw consent at any time by contacting us, and we will remove the image from our channels where possible.

Accessing and Correcting Your Information

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Please contact us using the details below. We may need to confirm your identity before providing access.

We will respond within a reasonable time. In limited circumstances, the law allows us to refuse access. If this happens, we will explain why in writing.

Dealing With Us Anonymously

You can make a general enquiry without giving your name or by using a different name. However, we need your personal information to provide NDIS supports.

Data Breaches

If a data breach is likely to result in serious harm, we will notify the people affected and the Office of the Australian Information Commissioner, as required under the Notifiable Data Breaches scheme.

Complaints

If you have a concern about how we have handled your personal information, please contact us first. We will acknowledge your complaint, look into it and respond as soon as possible.

If you are not satisfied with our response, you can contact:

• Office of the Australian Information Commissioner (OAIC): phone 1300 363 992 or visit oaic.gov.au
• NDIS Quality and Safeguards Commission: phone 1800 035 544 or visit ndiscommission.gov.au

Changes to This Policy

We may update this policy from time to time. The current version will always be available on this page.

Contact Us

For questions about privacy, or to access or correct your information, contact: