Privacy Policy

Last updated 8 November 2026

Melbourne Care Ability Pty Ltd (ABN 50 690 590 633) is a registered NDIS provider. We respect your privacy and handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the NDIS Code of Conduct.

What we collect

When you make a referral, contact us or receive support, we may collect:

• names, phone numbers, email and postal addresses of participants, family members, carers and referrers
• NDIS details such as the participant’s NDIS number, plan dates and how the plan is managed
• health and disability information, support needs, goals and preferences
• documents you choose to send us, such as NDIS plans or therapy reports

Health and disability information is sensitive information. We only collect it with consent, and only when we need it to plan or deliver supports.

How we collect it

We collect information directly from you, through our referral form, by phone or email, and in person. With your consent we may also collect it from support coordinators, plan managers, health professionals or the NDIA. If you refer someone else, please make sure you have their consent first.

How we use it

• to respond to your enquiry or referral
• to assess, plan, deliver and review supports
• to prepare service agreements and claim payments from the NDIS or plan managers
• to meet our legal and NDIS registration obligations, including incident reporting
• to improve the quality and safety of our services

We do not sell your information or use it for unrelated marketing.

Who we share it with

We only share information when you agree, or when the law requires or allows it. This may include your support coordinator, plan manager, the NDIA, the NDIS Quality and Safeguards Commission, health professionals involved in your care, and trusted service providers who help us run our business (such as IT and accounting) under confidentiality obligations. We do not send personal information overseas unless a service we use stores data outside Australia, in which case we take reasonable steps to make sure it is protected.

Keeping it safe

We store information securely, limit access to staff who need it, and keep records for as long as the law and NDIS rules require. When information is no longer needed, we destroy or de-identify it securely.

Our website

Information you enter in the referral form is sent to our team by email and is used only to respond to you. The site may use basic analytics to understand how it is used; this does not identify you personally. The map on our home page is provided by Google, which may set its own cookies.

Accessing or correcting your information

You can ask to see or correct the information we hold about you at any time. Contact us using the details below and we will respond within 30 days.

Questions and complaints

If you have a question or a concern about how we handle your information, please contact us first so we can put it right.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992. For concerns about NDIS supports, you can also contact the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or on 1800 035 544.