Integrity Living Solutions Pty Ltd
ABN: 75 697 638 636
27/39 Lawrence Drive
Nerang QLD 4211

Phone: 1300 611 595
Email: support@integrityliving.com.au
Website: www.integrityliving.com.au

Effective Date: 30 April 2026
Last Updated: 10 June 2026

1. Introduction

Integrity Living Solutions Pty Ltd ("ILS", "we", "us", or "our") is committed to protecting the privacy and confidentiality of the personal information we collect, hold, use, and disclose.

ILS provides a range of support services including:

• Cleaning services
• Gardening and yard maintenance
• Domestic assistance
• Social support and community participation
• Transport services
• Nursing and health-related support services
• Disability support services
• Aged care and community support services

This Privacy Policy explains how we manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our obligations under applicable NDIS and aged care standards.

By engaging our services, visiting our website, contacting us, or providing information to us, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy.

2. What Personal Information We Collect

We may collect personal information including:

Identification Information

• Full name
• Date of birth
• Gender
• Residential and postal address
• Telephone number
• Email address

Service Information

• Details of services requested or received
• Care plans and support requirements
• Appointment schedules
• Service records and progress notes

Health and Sensitive Information
Where necessary to provide our services, we may collect:

• Medical information
• Health conditions
• Disability-related information
• Medication information
• Allied health reports
• Nursing assessments
• Emergency contact information

Sensitive information will only be collected with your consent or where otherwise authorised by law.

Financial Information

• Payment information
• Billing details
• Funding information, including NDIS, Home Care Packages, or other government-funded programs

Employment and Contractor Information
Where relevant, we may collect information from employees, contractors, and job applicants, including:

• Resume and employment history
• Qualifications and certifications
• Police checks
• Working With Children Checks
• NDIS Worker Screening information
• Payroll and superannuation details

1. How We Collect Personal Information

We may collect personal information directly from you through:

• Service agreements
• Intake and assessment forms
• Telephone conversations
• Email correspondence
• Website enquiries
• Social media interactions
• Feedback and complaint forms
• Meetings and consultations

We may also collect information from:

• Family members or authorised representatives
• Guardians and nominees
• Medical practitioners
• Allied health professionals
• Government agencies
• NDIS and related service providers
• Referral organisations

where authorised by you or permitted by law.

4. Why We Collect Personal Information

ILS collects personal information to:

• Deliver services safely and effectively
• Assess eligibility for services
• Develop support and care plans
• Coordinate support with healthcare professionals
• Manage appointments and transport arrangements
• Process payments and invoices
• Meet legal and regulatory obligations
• Improve service quality
• Respond to enquiries and complaints
• Recruit and manage employees and contractors
• Comply with NDIS Practice Standards and Quality Indicators

1. Disclosure of Personal Information

ILS may disclose personal information to:

• Employees and contractors providing services
• Healthcare professionals involved in your care
• Family members, guardians, or authorised representatives
• NDIS, NDIA, Support Coordinators and Plan Managers
• Government departments and regulators
• Insurers
• Professional advisers including accountants and lawyers
• Information technology and software service providers
• Emergency services where necessary

We will only disclose personal information where:

• You have provided consent;
• The disclosure is necessary to provide services;
• The disclosure is required or authorised by law; or
• There is a serious threat to health, safety, or wellbeing.

ILS does not sell personal information to third parties.

5A. NDIS Participant Privacy and Confidentiality

As a provider of disability support services, ILS is committed to protecting the privacy, dignity, and confidentiality of NDIS participants and complying with the requirements of the NDIS Practice Standards and NDIS Code of Conduct.

Participant Records

ILS maintains accurate and secure records relating to the supports and services provided to participants. These records may include:

• Participant service agreements
• Support plans and goals
• Progress notes and case notes
• Incident reports
• Risk assessments
• Health and medication information
• Communication records
• Service delivery records

Participant records are only accessible to authorised personnel who require access to perform their duties.

Consent and Information Sharing

ILS will seek informed consent before collecting, using, or disclosing a participant's personal or sensitive information unless otherwise required or authorised by law.

Where appropriate, information may be shared with:

• Nominees, guardians, or authorised representatives
• Support Coordinators
• Plan Managers
• Allied health professionals
• Medical practitioners
• Government agencies and regulators
• Emergency services

Information will only be shared to the extent necessary to provide safe, effective, and person-centred supports.

Participants may withdraw or modify their consent at any time, subject to legal or contractual obligations.

Supported Decision-Making

ILS recognises the rights of participants to make decisions about their personal information and supports participants to exercise choice and control regarding how their information is collected, used, and shared.

Where a participant requires decision-making support, ILS will work with authorised representatives in accordance with applicable laws and participant preferences.

Confidentiality Obligations

All ILS employees, contractors, volunteers, and representatives are required to maintain the confidentiality of participant information.

Personnel receive training regarding privacy, confidentiality, and information security obligations and are required to comply with organisational policies and procedures.

Unauthorised access, use, or disclosure of participant information may result in disciplinary action and, where applicable, notification to relevant authorities.

Incident Management and Reportable Incidents

Where a privacy breach or unauthorised disclosure of personal information occurs, ILS will investigate the matter promptly and take appropriate corrective action.

Where required by law or regulation, ILS may notify affected individuals, the NDIS Quality and Safeguards Commission, the Office of the Australian Information Commissioner (OAIC), or other relevant authorities.

Participant Access to Records

Participants may request access to their personal information and service records in accordance with applicable privacy legislation.

Requests for access, correction, or clarification of records may be directed to the Privacy Officer using the contact details contained in this Privacy Policy.

6. Storage and Security of Personal Information

ILS takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.

Security measures may include:

• Secure electronic record systems
• Password-protected databases
• Access controls
• Staff confidentiality agreements
• Secure disposal procedures
• Cybersecurity protections

While we take reasonable precautions, no electronic transmission or storage system can be guaranteed completely secure.

7. Website and Online Services

When you visit our website, we may collect:

• IP address
• Browser type
• Device information
• Website usage data
• Cookies and analytics information

This information helps us improve website performance and user experience.

You may choose to disable cookies through your browser settings, although some website functions may not operate correctly.

8. Access to and Correction of Personal Information

You may request access to personal information we hold about you.

You may also request correction of information that is inaccurate, incomplete, or out of date.

Requests should be made in writing using the contact details provided below.

We will respond within a reasonable timeframe and may require proof of identity before releasing information.

In limited circumstances, access may be refused where permitted by law.

9. Retention of Information

ILS retains personal information only for as long as necessary to:

• Provide services;
• Meet legal, regulatory, taxation, and reporting obligations; and
• Resolve disputes and enforce agreements.

When information is no longer required, ILS will securely destroy or de-identify it where appropriate.

10. Complaints

If you believe your privacy has been breached, you may submit a complaint to ILS.

We will investigate complaints and respond within a reasonable timeframe.

Complaints may be directed to:

Privacy Officer
Integrity Living Solutions Pty Ltd
ABN: 75 697 638 636
27/39 Lawrence Drive
Nerang QLD 4211
Phone: 1300 611 595
Email: support@integrityliving.com.au

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

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992

11. Overseas Disclosure

ILS generally stores personal information within Australia.

If we engage service providers located overseas, we will take reasonable steps to ensure they comply with Australian privacy obligations and protect your personal information appropriately.

12. Changes to this Privacy Policy

ILS may update this Privacy Policy from time to time.

The latest version will be available on our website and upon request.

We encourage individuals to review this Privacy Policy periodically to stay informed about how their information is managed.

13. Contact Us

If you have any questions regarding this Privacy Policy or our privacy practices, please contact:

Integrity Living Solutions Pty Ltd
ABN: 75 697 638 636
27/39 Lawrence Drive
Nerang QLD 4211
Phone: 1300 611 595
Email: support@integrityliving.com.au

We are committed to protecting your privacy and handling your personal information responsibly, securely, and respectfully.