Privacy Policy

1. Who we are

 

Recovery Together
ABN: 30 516 898 916
NDIS Provider Number: 4050174141
Website: recoverytogether.com.au

 

Contact details:
Email: admin@recoverytogether.com.au
Phone: (02) 6837 9477
Address: PO BOX 301, Narromine NSW 2821

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In this Privacy Policy, “we”, “our” and “us” means Recovery Together.

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2. What personal information we collect

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The types of personal information we may collect depend on how you interact with us.

 

We may collect:

• your name

• your contact details, including phone number, email address and address

• your date of birth

• your preferred name, pronouns or communication preferences

• your NDIS number, plan details, funding information and plan dates

• information about your disability, psychosocial disability, mental health, support needs, goals, risks, preferences and circumstances

• information about your family, carers, nominees, guardians, support workers, providers or other people involved in your support

• information contained in referral forms, consent forms, service agreements, assessments, reports, progress notes, case notes, incident records and correspondence

• billing, invoicing and payment information

• training enrolment information, attendance records, certificates, feedback and learning-related information

• website enquiry form information

• records of emails, phone calls, text messages, meetings and other communications with us

• technical information about your use of our website, such as browser type, device type, pages visited and general analytics data

 

We may also collect sensitive information where it is necessary for the services we provide. Sensitive information may include health information, disability information, mental health information, cultural or language information, criminal justice or legal information, or other information relevant to your safety, wellbeing, support needs or service delivery.

 

3. How we collect personal information

 

We may collect personal information directly from you when you:

• complete a website form

• contact us by phone, email, text message, social media or online enquiry

• request information about our services

• make a referral

• access our services

• attend a meeting, appointment, training session or event

• complete a consent form, service agreement or other document

• provide feedback or make a complaint

 

We may also collect personal information from other people or organisations where it is reasonable, necessary and lawful to do so. This may include:

• family members, carers, nominees or guardians

• support coordinators, recovery coaches, support workers or other providers

• allied health professionals or health services

• the NDIA or NDIS-related bodies

• plan managers

• schools, community services, housing services, legal services or government agencies

• referrers or partner organisations

 

Where possible, we will collect personal information directly from you and with your knowledge and consent.

 

4. Why we collect personal information

 

We collect personal information so we can:

• respond to enquiries and referrals

• assess whether we can provide appropriate services

• deliver support coordination, psychosocial recovery coaching, counselling, capacity building, training and related services

• understand your goals, support needs, preferences, risks and circumstances

• develop service agreements, support plans, recovery plans, reports, progress updates and related documents

• communicate with you and the people involved in your support, where authorised

• coordinate supports with other providers or services

• manage appointments, meetings, training sessions and events

• issue invoices, process payments and manage accounts

• meet NDIS, quality, safeguarding, audit, insurance, legal and professional obligations

• respond to incidents, complaints, feedback, risks or safeguarding concerns

• improve our services, systems, training and website

• send service-related updates or information that may be relevant to you

 

We will only use your personal information for the purpose for which it was collected, for a related purpose you would reasonably expect, with your consent, or where required or authorised by law.

 

5. Consent

 

We will seek your consent where required, particularly when collecting, using or disclosing sensitive information such as health, disability or mental health information.

 

Consent may be provided in writing, verbally, electronically or through your actions, depending on the circumstances.

 

You can withdraw your consent at any time by contacting us. However, withdrawing consent may affect our ability to provide some services, communicate with other providers, or meet legal, NDIS, reporting or safeguarding obligations.

 

6. Disclosure of personal information

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We may disclose personal information where it is necessary, reasonable and lawful, including to:

• the NDIA or NDIS-related bodies

• plan managers

• support workers, recovery coaches, support coordinators and other service providers involved in your support

• allied health professionals, medical practitioners or health services

• family members, carers, nominees, guardians or advocates, where authorised

• government agencies, regulators, courts, tribunals, law enforcement or safeguarding bodies where required or authorised by law

• professional advisers, insurers, auditors, accountants or legal representatives

• contractors, administration support, software providers, IT providers or secure business systems that assist us to operate our services

 

We will not sell your personal information.

 

We will not share your personal information for unrelated marketing purposes without your consent.

 

7. Website, cookies and analytics

 

When you visit recoverytogether.com.au, some information may be automatically collected through website tools, cookies, analytics or similar technologies.

 

This may include:

• your device type

• browser type

• general location information

• pages viewed

• time spent on the website

• how you arrived at the website

• technical information used to maintain website security and performance

 

This information helps us understand how our website is used and how we can improve it.

 

You can adjust your browser settings to block or delete cookies. However, some website features may not work properly if cookies are disabled.

 

8. Third-party services

 

Our website and business operations may use third-party platforms or service providers. These may include website hosting, online forms, email, cloud storage, customer management systems, accounting software, training platforms, booking systems, payment systems, analytics tools or other business software.

 

These providers may collect, store or process personal information on our behalf.

 

Where possible, we use reputable service providers and take reasonable steps to ensure personal information is handled securely and appropriately.

 

Third-party websites linked from our website are not controlled by Recovery Together. If you click a link to another website, you should review that website’s privacy policy.

 

9. Overseas disclosure

 

Some of the technology, software or cloud-based systems we use may store or process information outside Australia.

 

Where personal information is disclosed to or stored by overseas service providers, we will take reasonable steps to ensure the information is handled in accordance with

applicable privacy obligations.

 

10. How we protect personal information

 

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

 

This may include:

• password-protected systems

• restricted access to participant and client information

• secure cloud-based storage

• staff and contractor confidentiality obligations

• appropriate record keeping practices

• secure disposal or deletion of information when it is no longer required

• reviewing and improving our privacy and information handling practices over time

 

No method of electronic transmission or storage is completely secure. However, we take privacy and confidentiality seriously and aim to use systems and practices that are appropriate for the nature of the information we hold.

 

11. Confidentiality

 

We understand that people may share personal, sensitive and sometimes distressing information with us.

 

We treat participant, client, family, worker and provider information confidentially.

 

Confidentiality may be limited where:

• you give consent for information to be shared

• sharing information is necessary to provide services

• there is a serious risk to your safety or another person’s safety

• we are required or authorised by law to disclose information

• there is a safeguarding, reportable incident, legal, regulatory or professional obligation

• disclosure is necessary for billing, audit, insurance, complaint handling or quality assurance purposes

 

Where possible and appropriate, we will discuss disclosure with you before sharing sensitive information.

 

12. Accessing your personal information

 

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

 

We will respond to access requests within a reasonable time. In some circumstances, we may need to verify your identity before providing information.

 

Access may be refused or limited where permitted by law, including where providing access would affect another person’s privacy, create a safety risk, breach legal obligations, or reveal confidential information about another person.

 

13. Correcting your personal information

 

We aim to keep personal information accurate, complete and up to date.

 

You can contact us if you believe the information we hold about you is incorrect, incomplete, outdated or misleading.

 

Where appropriate, we will correct the information or add a note to the record.

 

14. Retention of records

 

We retain personal information for as long as reasonably necessary to provide services, meet legal and regulatory obligations, comply with NDIS, audit, insurance and professional requirements, resolve disputes and maintain appropriate business records.

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When personal information is no longer required, we will take reasonable steps to securely destroy, delete or de-identify it, unless we are required or authorised to keep it.

 

15. Marketing and communications

 

We may use your contact details to send you information about our services, training, resources, events or updates where you have consented or where it is otherwise permitted by law.

 

You can opt out of marketing communications at any time by contacting us or using the unsubscribe option where available.

 

We may still send you important service-related, administrative, billing, safety or legal communications.

 

16. Children and young people

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Where we provide services involving children or young people, we may collect personal information from the child or young person, their parent, guardian, nominee, referrer, school, provider or other authorised person.

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We aim to handle information about children and young people with additional care, respect and sensitivity.

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Where appropriate, we consider the young person’s views, maturity, capacity, safety, consent and best interests.

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17. Complaints and privacy concerns

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If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve the issue.

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Contact Recovery Together:

Email: admin@recoverytogether.com.au
Phone: (02) 6837 9477
Post: PO BOX 301, Narromine NSW 2821

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Please provide details of your concern, including what happened, the information involved and the outcome you are seeking.

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We will acknowledge your complaint as soon as reasonably possible and aim to respond within a reasonable timeframe.

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If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant regulator.

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18. Data breaches

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If a privacy or data breach occurs, we will take reasonable steps to contain the breach, assess the risk, reduce potential harm and comply with any legal notification obligations.

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Where required, we will notify affected individuals and relevant regulators.

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19. Changes to this Privacy Policy

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We may update this Privacy Policy from time to time to reflect changes in our services, website, systems, legal obligations or privacy practices.

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The updated version will be published on recoverytogether.com.au with the updated date.

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20. Contact us

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For privacy questions, access requests, correction requests or complaints, contact:

Recovery Together
Email: admin@recoverytogether.com.au
Phone: (02) 6837 9477
Website: recoverytogether.com.au