Privacy
Policy

Our Commitment to Privacy Koala Life Care (“we,” “us,” “our”) is committed to protecting the privacy and confidentiality of your personal information. As a National Disability Insurance Scheme (NDIS) registered provider delivering disability and healthcare services in South Australia, we adhere to the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and any other applicable laws and regulations governing the collection, use, and management of personal information. We aim to provide transparency and empower individuals with control over their personal information while ensuring it is handled securely and respectfully.

This Privacy Policy applies to all personal information collected, used, and disclosed by Koala Life Care in connection with the provision of our disability and healthcare services. It covers information collected from participants, their families, guardians, representatives, employees, contractors, and any other individuals interacting with us. This policy extends to all forms of communication, including written, electronic, and verbal exchanges, as well as our website and other digital platforms.

Personal information is any information or opinion about an identified individual or an individual who is reasonably identifiable, whether true or not and whether recorded in a material form or not. This may include sensitive information such as health details, racial or ethnic origin, and disability-related data, which requires higher levels of protection.

The types of personal information we may collect include, but are not limited to:

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Your name, address, contact details, and date of birth.
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Health and medical information, including diagnoses, medications, and treatment plans.
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Information about your NDIS plan, funding, and goals.
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Emergency contact details and next of kin information.
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Records of interactions and correspondence with our team.
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Employment or volunteer information (if applicable).
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Feedback, complaints, or queries.

We collect personal information to provide high-quality services tailored to your needs. Specifically, we use your information to:

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Deliver disability and healthcare services in line with your NDIS plan.
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Coordinate and communicate effectively with you, your family, and other stakeholders.
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Manage and enhance our services to better meet participant needs.
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Fulfill our legal and regulatory obligations under the NDIS and related legislation.
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Respond to inquiries, feedback, or complaints.
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Ensure the safety and wellbeing of participants and staff.

We collect personal information directly from you whenever possible. This may occur when you:

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Complete an application or service form.
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Interact with us during consultations, phone calls, or meetings.
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Provide feedback or make a complaint.
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Share information through our website, email, or other communication channels.

We may also collect information from third parties such as:

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Family members, guardians, or representatives acting on your behalf.
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Other service providers, healthcare professionals, or government agencies involved in your care.
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Publicly available sources, where appropriate and permitted by law.

Koala Life Care has implemented stringent measures to safeguard your personal information. In the event of a data breach, we will:

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Take immediate steps to contain the breach and mitigate risks.
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Notify affected individuals and relevant authorities, as required under the Notifiable Data Breaches (NDB) scheme.
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Review and enhance our security practices to prevent future breaches.

Koala Life Care is committed to ensuring that your personal information is accurate, complete, and up to date. If you believe any information, we hold about you is incorrect or incomplete, you can request a correction by contacting us. We will:

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Respond to your request promptly, typically within 30 days.
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Take reasonable steps to verify the accuracy of the information and make necessary updates.
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Notify you of the outcome and provide reasons if we are unable to comply with your request.

We use your personal information solely for the purposes for which it was collected, unless you consent to other uses or as permitted or required by law. We may disclose your information to:

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Healthcare providers, therapists, or support coordinators involved in your care.
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Government agencies, such as the NDIS or Centrelink, for compliance and reporting purposes.
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Legal representatives or law enforcement if required by law.
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External service providers who assist us with operational activities, provided they adhere to strict confidentiality agreements.

If you believe your privacy has been breached, please contact us promptly. We will:

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Acknowledge receipt of your complaint within 5 business days.
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Investigate your concerns thoroughly and impartially.
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Provide a written response within 30 days outlining the outcome and any actions taken.

If you are unsatisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) or the NDIS Quality and Safeguards Commission.

This Privacy Policy may be updated periodically to reflect changes in our practices, regulatory requirements, or operational needs. The latest version will always be available on our website, and significant updates will be communicated directly to you where appropriate.

If you have any questions, concerns, or feedback regarding this Privacy Policy or how your personal information is managed, please contact us:

Koala Life Care
Email: info@koalalifecare.com.au
Phone: 1800 056 252
Address: 307 Churchill Rd, Propsect SA 5082

By using Koala Life Care’s mobile app and website, you acknowledge that you have read and understood this Privacy Policy.