How We Handle Your Information

Name: Step Up Community Services Pty Ltd
Address: 3 Burchelli Way, Wyndham Vale, VIC, 3024, AU
Telephone: 0449 945 751

Written in plain English, because a policy you cannot read is not a policy. Last updated 30 August 2026.

Who this policy covers

This policy explains how Step Up Community Services Pty Ltd (ABN 95 684 054 993) handles personal information. It applies to participants, their families and carers, support coordinators, job applicants and anyone who contacts us through this website.

We follow the Privacy Act 1988 and the Australian Privacy Principles, and the information management requirements of the NDIS Practice Standards.

What we collect

We collect only what we need to deliver your supports safely and to meet our NDIS obligations. That usually includes:

Your name, contact details, date of birth and emergency contacts

Your NDIS number, plan details and funding categories

Health information relevant to your supports — diagnoses, medications, allergies, mobility and communication needs, behaviour support plans

Notes recorded by support workers about each shift, as required by the Practice Standards

Your goals, preferences, culture, language and anything else you tell us about how you want support delivered

Records of incidents, complaints and feedback

How we collect it

Usually directly from you, in conversation or on a form. Sometimes from your support coordinator, plan manager, family member, doctor or another provider — but only with your consent, or where it is necessary to prevent serious harm.

If you contact us through this website, we receive whatever you type into the form. We do not use tracking or advertising cookies on this site.

How we use it

We use your information to:

Plan and deliver your supports

Roster and brief the workers who support you

Claim payment from the NDIA, your plan manager, or invoice you directly

Meet our reporting obligations to the NDIS Commission, including reportable incidents

Respond to your feedback or complaints

Improve our service based on what participants tell us

Who we share it with

We do not sell your information and we do not share it for marketing. We share it only:

With the support workers delivering your supports, limited to what they need to know

With your consent, to your plan manager, support coordinator, family or other providers

With the NDIA or NDIS Commission where we are legally required to report

With emergency services or health practitioners where there is a serious and imminent threat to someone's life, health or safety

Where a court order, subpoena or other law compels us

How we keep it safe

Digital records are held in password-protected, access-controlled systems on servers located in Australia. Paper records are stored in locked cabinets. Only workers who need access to a record have it.

Every worker signs a confidentiality agreement and completes privacy training before delivering supports. We keep participant records for seven years after your supports end, as required, then destroy them securely.

Your rights over your information

You can ask us at any time to:

See the personal information we hold about you

Get a copy in a format you can use

Correct anything that is wrong or out of date

Withdraw a consent you previously gave

Tell us how you want to be contacted, and how you do not

Making a privacy complaint

Contact us first — we will acknowledge your complaint within two business days and respond within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au, or to the NDIS Commission on 1800 035 544.

Complaining about privacy will never affect the supports you receive from us.

Questions or concerns about privacy

Contact Baljinder Kaur, Director, on 0449 945 751 or at info@stepupcommunity.com.au. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or the NDIS Commission on 1800 035 544.

Read our feedback and complaints process