This policy and procedure promote client safety and dignity by ensuring their personal information is managed appropriately, in line with risk-based considerations and relevant legislative and regulatory requirements.

This policy and procedure apply to all staff, contractors, and volunteers, and to all current and potential clients, their carers, and family members.

2.0 RISK

Because people with disabilities are more vulnerable to exploitation and abuse than others in the community, workers with access to client information automatically occupy risk-assessed roles under the NDIS Commission.

The primary risk to privacy and confidentiality arises where non-authorised persons can gain access to client data. Safe practices when collecting, storing, and accessing information can protect clients from abuse and exploitation. This policy addresses these issues.

There is also a risk that information will be inappropriately shared — inadvertently and without the intention to do harm. Information may be unintentionally disclosed by careless use of tablet- or phone-based software, shared with a client’s supporters against the client’s wishes, or disclosed to peers on the assumption that the information is publicly known. Cultural assumptions around sharing information are diverse and change rapidly. Social media platforms may allow clients to be identified. This risk may be minimised by:

  • raising staff awareness about all aspects of privacy and confidentiality.
    • encouraging clients to provide feedback and complaints about the use of their information.

These strategies are addressed in this policy, staff induction, training, and supervision processes.


Personal information – Recorded information (including images) or opinion, whether true or not, from which the identity (including those up to thirty years deceased) could be reasonably ascertained. Personal information includes:

  • name,
    • date of birth,
    • gender,
    • current and previous addresses,
    • residency status,
    • telephone numbers and e-mail addresses,
    • bank account details,
    • tax file number,
    • driver's licence number,
    • Centrelink information,
    • photographs,
    • race or ethnicity, and
    • medical history or information provided by a health service.

Sensitive information – Information or an opinion about an individual’s racial or ethnic origin, political opinions, membership of a political party, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preference or practices, or criminal record. This is also considered to be personal information.

Health information – Any information or an opinion about the physical, mental, or psychological health or ability (at any time) of an individual. This is also considered to be personal information.

Information Privacy – refers to the control of the collection, use, disclosure and disposal of information and the individual’s right to control how their personal information is handled.


Our organisation is committed to the transparent management of personal information about its clients and staff.

This commitment includes protecting the privacy of personal information, in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cwlth) amended by the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cwlth).


Collecting and Storing Personal Information

Information Collection

  • Our organisation collects information:
    • directly from clients orally or in writing,
    • from third parties, such as medical practitioners, government agencies, client representatives, carer/s, and other health service providers,
    • from client referrals, and
    • from publicly available sources of information.
  • Our organisation will collect sensitive information:
    • only with client consent, unless an exemption applies: e.g., the collection is required by law, court/tribunal order or is necessary to prevent or lessen a serious and imminent threat to life or health,
    • fairly, lawfully, and non-intrusively,
    • directly from client, if doing so is reasonable and practicable,
    • only where deemed necessary to support,
    • service delivery to clients,
    • staff activities and functions, and
    • giving the client the option of interacting anonymity, if lawful and practicable.
  • Client information is used to:
    • assess and provide services,
    • administer and manage those services,
    • evaluate and improve those services,
    • contribute to research,
    • contact family, carers, or other third parties if required, and
    • meet our obligations under the NDIS.


  • In collecting personal information, staff will inform the client:
    • that information is being collected,
    • the purposes for collection,
    • who will have access to the information,
    • the right to seek access to, and/or correct, the information, and
    • the right to make complaint or appeal decisions about the handling of their information.
  • Clients are to be provided with the Client Consent Form at the time of commencing services. This form is to be:
    • signed and placed in the client’s file,
    • held securely with access limited to staff members in the performance of their role.
  • Consent will be sought separately for specific uses of personal information (e.g., images, audits).

Information Storage

  • Our organisation takes all reasonable steps to protect personal information against loss, interference, misuse, unauthorised access, modification, or disclosure. We will destroy, or permanently de-identify personal information that is:
    • no longer needed,
    • unsolicited and could not have been obtained directly, or
    • not required to be retained by, or under, an Australian law or a court/tribunal order. 
  • Our organisation has appropriate security measures in place to protect stored electronic and hard-copy materials. Our archiving process for client files which ensures files are securely and confidentially stored and destroyed in due course.
  • Should a breach in privacy occur, potentially exposing client information (e.g., computer system hacked, laptop stolen etc.) the Director will immediately act to rectify the breach in accordance with organisational policy and processes(see Breaches of Privacy, below).

Disclosing information

  • Our organisation respects the right to privacy and confidentiality, and will not disclose personal information except:
    • where disclosure would protect the client and / or others,
    • where necessary for best service practice, or
    • where obligated by law.
  • For these purposes, we may disclose clients’ personal information to other people, organisations, or service providers, including:
    • medical and allied health service providers who assist with the services we provide to clients,
    • a 'person responsible' if the client is unable to give or communicate consent e.g., next of kin, carer, or guardian,
    • the client’s authorised representative/s e.g., legal adviser,
    • our professional advisers, e.g., auditors,
    • government and regulatory authorities, e.g., Centrelink, government departments, and the Australian Taxation Office,
    • organisations undertaking research where information is relevant to public health or public safety, and
    • when required or authorised by law.
  • Personal information will be de-identified when appropriate. 

Accessing personal information

  • Clients can request and be granted access to their personal information, subject to exceptions allowed by law.
  • Requests to access personal information must state:
    • the information to be accessed,
    • the preferred means of accessing the information,
    • and should be forwarded to the Director either verbally, or in writing to:
      • <post>
      • <email>
      • <phone>
  • The Director will assess the request to access information, taking into consideration current issues that may exist with the client, and whether these issues relate to any lawful exceptions to granting access to personal information.
  • Should the Director decide that access to personal information will be denied, they must, within 30 days of receipt of the request, inform the client in writing of:
    • the reasons for denying access and
    • the mechanisms available to complain or appeal.
  • Should access be granted, the Director will contact the client within 30 days of receipt of the request to arrange access to their personal information.
  • Should we be unable to provide the information in the means requested, the Director will discuss with the client alternative means of accessing their personal information.
  • Reasonable charges and fees, incurred by our organisation in providing the data as requested, may be passed on to the client.

Updating Client Information

  • To ensure that client information is accurate, complete, current, relevant, and not misleading, we will check personal details and update client files:
    • whenever reviewing a client’s service, and / or
    • upon being informed of changes or inaccuracies by clients or other stakeholders.
  • There will be no charge for any correction of personal information.
  • Where our organisation has previously disclosed client personal information to other parties, should the client request us to notify these parties of any change to their details, we must take reasonable steps to do so.


  • Questions or concerns about our privacy practices should be brought, in the first instance, to the Director’s attention.
  • Clients may directly email the Director at hello@trinityplanmanagement.com.au
  • In investigating the complaint, we may, where necessary, contact the client making the complaint to obtain more information.
  • All complaints concerning breaches of privacy will be:
    • Considered as major complaints.
    • Managed in line with the Feedback and Complaints Policy and Procedure.
  • Complainants who wish to raise their complaint with an external agency, or believe our organisation has breached an APP and/or IPP, may contact:

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001

Telephone: 1300 363 992

Breaches of Privacy

  • Our organisation is required to disclose a data breach to the Office of Australian Information Commissioner if the data contains personal information (see definitions) that is likely to result in “serious harm,” which includes any of the following: physical, psychological, financial, or reputational harm.
  • Any staff member who identifies a potential breach must immediately inform their supervisor, who must report the issue to the Director.

Updating Client Information

We reserve the right to change, modify or update this Privacy Policy from time to time, by posting an updated version on our website. The updated version will take effect immediately upon posting.