Privacy Policy
How FITCare Support Services (“FITCare”, “we”, “us”) collects, uses, stores and shares personal information — including when you use our website, enquire about supports, book activities, or apply for a role.
1. Scope
This policy covers personal information we collect online (website forms, activity bookings, careers applications, cookies and analytics) and the personal information we hold in the ordinary course of providing disability supports and employing staff.
It does not replace your NDIS service agreement, participant handbook, or employment contract. Those documents may set out additional privacy commitments for the supports or role you receive.
2. The information we collect
Website and enquiries
Depending on how you contact us, we may collect:
- Name, phone number, email address and preferred contact method
- Organisation or role (for example support coordinator, family member, or job applicant)
- Region or service area of interest
- Message content you choose to send us
- For activity bookings: attendance details, emergency contact (if provided), and payment-related information for paid events
- For careers applications: contact details, resume/cover letter and answers you submit through our application form (including via HubSpot)
Our public website is designed to collect only what we need to start a conversation. We generally do not ask for detailed health information, disability descriptions, NDIS numbers or plan dates through open web forms — those details are usually collected later, with clearer consent, at a meet-and-greet or during onboarding.
When you become a participant or use our supports
If you (or someone on your behalf) engage FITCare, we may also collect information reasonably necessary to deliver NDIS supports safely and effectively. That can include contact and emergency details, relevant support needs and goals, plan-related information you or your coordinator share with us, incident or feedback records, and records required under the NDIS Practice Standards.
Some of this may be sensitive information under the Privacy Act (for example health or disability information). We only collect sensitive information with your consent (or as otherwise permitted by law), and we handle it with extra care.
Staff and applicants
If you apply to work with us or join our team, we collect information needed to assess your application and meet screening, training and workplace obligations (for example qualifications, working-with-children or NDIS worker screening status, and right-to-work details).
Automatically collected technical data
Like most websites, our servers and analytics tools may record IP address, browser type, device information, pages viewed, referring pages, and similar technical logs. This helps us keep the site secure, understand what content is useful, and improve accessibility and performance. Where possible we use aggregated or de-identified analytics.
3. How we collect information
We collect information:
- Directly from you (forms, phone, email, SMS, in person, or through your nominated representative)
- From support coordinators, plan managers, family members or carers — where you have authorised them or where it is reasonably necessary to provide supports
- From publicly available sources or referees you nominate (for recruitment)
- From service providers we use to operate the website and forms (for example hosting, email, HubSpot for careers applications, and analytics)
Where practicable we collect personal information from you directly and explain why we need it at the time of collection.
4. Why we collect and use information
We use personal information to:
- Respond to enquiries and arrange supports that match your goals and NDIS funding
- Deliver, coordinate and improve NDIS and related services safely
- Manage activity bookings, waitlists and related communications
- Assess job applications and manage employment
- Meet our legal and regulatory obligations as a registered NDIS provider (including record-keeping, incident management, and responding to the NDIS Quality and Safeguards Commission where required)
- Send service-related messages; and, where you opt in or where permitted, limited marketing about FITCare programs — you can opt out of marketing at any time
- Protect our people, participants and systems (fraud prevention, IT security, complaints handling)
We do not sell personal information.
5. Who we share information with
We only disclose personal information where it is reasonably necessary for the purposes above, you have consented, or the law requires or authorises it. Recipients may include:
- Our Support Workers, coordinators and authorised staff (on a need-to-know basis)
- Support coordinators, plan managers, health professionals or other providers you ask us to work with
- Service providers who help us run our business (IT hosting, email, CRM/forms such as HubSpot, payment processors for paid activities) under confidentiality and privacy obligations
- Regulators and government agencies where required — including the NDIS Quality and Safeguards Commission, and in limited cases police or courts
- Professional advisers (for example lawyers or auditors) under confidence
6. Overseas disclosure
Some systems we use (for example cloud hosting or HubSpot) may store or process data outside Australia, including in the United States. Where we disclose personal information overseas, we take reasonable steps so that the overseas recipient does not breach the APPs in relation to that information, as required by APP 8 — unless an exception applies (for example you consent after we tell you that APP protections may not apply in the same way).
7. Storage and security
We store information in electronic systems and, where needed, secure paper records. We use access controls, staff training, encryption in transit where appropriate, and other reasonable safeguards. No method of transmission or storage is completely risk-free; if a data breach is likely to cause serious harm, we will assess and notify as required under the Notifiable Data Breaches scheme.
We keep information only as long as we need it for the purpose it was collected, or as required by law and NDIS record-keeping obligations. When it is no longer needed we take reasonable steps to destroy or de-identify it.
8. Cookies and similar technologies
Our site may use cookies and similar tools for essential functions, security, remembering preferences, and understanding how the site is used (including tools such as Google Analytics or HubSpot tracking where enabled). You can control cookies through your browser settings. Blocking some cookies may affect site features.
9. Your rights (Australian Privacy Principles)
You can ask us to:
- Access the personal information we hold about you (APP 12)
- Correct information that is inaccurate, out of date, incomplete or misleading (APP 13)
- Make a privacy complaint about how we have handled your information
We will respond within a reasonable time. In limited cases we may refuse access or correction where the Privacy Act allows — if so, we will explain why and how you can complain.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): oaic.gov.au or 1300 363 992.
NDIS participants can also raise concerns with the NDIS Quality and Safeguards Commission: ndiscommission.gov.au or 1800 035 544. See also our Feedback & complaints page.
10. Children and young people
We provide supports to people of different ages, including children and young people where appropriate. We take extra care with their information and usually deal with a parent, guardian or authorised representative. If you believe we have collected a child’s information inappropriately, please contact us so we can address it promptly.
11. Links to other sites
Our website may link to third-party sites (for example NDIS or maps). Those sites have their own privacy practices. We are not responsible for content or privacy on sites we do not control.
12. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in law, technology or our services. The “Last updated” date at the top will change when we do. Continued use of the website after an update means you should review the revised policy.
13. Contact us
Privacy questions, access or correction requests, and privacy complaints:
- Email: info@fitcaresupportservices.com.au
- Phone: 1300 348 227
- Post: FITCare Support Services, Suite 10, 102 Wises Road, Maroochydore QLD 4558, Australia
Related: Terms & conditions · Feedback & complaints · Accessibility