1. About This Policy
This policy applies to all personal information collected by ClearStep through our website, our online enquiry form, telephone, and email.
By using our website or submitting an enquiry, you consent to the collection and use of your information as described in this policy.
2. What Personal Information We Collect
2.1 Information You Provide Through Our Enquiry Form
When you submit an enquiry through our website contact form, we collect the following personal information:
- Full name
- Email address
- Phone number
You may also voluntarily include additional details in the message field of the enquiry form, such as information about your support needs or NDIS plan. You are not required to provide this, but it helps us respond to your enquiry more effectively.
2.2 Information Collected Automatically
When you visit our website, our hosting provider may automatically collect certain technical information, including:
- IP address and general geographic location
- Browser type and version
- Pages visited and time spent on the website
- Referring website or search engine
This information is collected in aggregate and is not ordinarily linked to your identity. It is used solely to improve website performance and user experience.
2.3 Sensitive Information
As an NDIS provider, we recognise that information about a person's disability or support needs is sensitive information under the Privacy Act 1988 (Cth). We will only collect sensitive information where you have voluntarily provided it, and we handle it with the highest level of care and confidentiality.
3. How We Use Your Personal Information
We use the personal information you provide through our enquiry form to:
- Respond to your enquiry about ClearStep's NDIS services
- Assess your support needs and discuss service options with you
- Contact you by phone or email to follow up on your enquiry
- Maintain records of our communications as required by law
- Comply with our obligations under the NDIS Act 2013 (Cth) and the NDIS Practice Standards
We will not use your personal information for any purpose unrelated to our NDIS services without your consent.
4. Marketing Communications
We will only send you marketing or promotional communications if you have provided explicit consent. You may opt out at any time by contacting us at clearstepdisability@outlook.com or by using the unsubscribe link in any such communication.
5. Disclosure of Personal Information
5.1 We Do Not Sell Your Data
ClearStep does not sell, rent, or trade your personal information to third parties for commercial purposes under any circumstances.
5.2 When We May Share Information
We may share your personal information in the following limited circumstances:
- With our staff or contractors directly involved in responding to your enquiry or providing supports
- With the NDIS Commission or other regulatory bodies where required by law or our registration obligations
- With our IT and website hosting service providers, who are contractually required to handle data in accordance with Australian privacy law
- Where we are required or authorised to do so by Australian law, such as under a court order or mandatory reporting obligation
6. Storage and Security of Your Information
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our measures include:
- Secure electronic storage with access restricted to authorised personnel only
- Staff training on privacy obligations under the Privacy Act and the NDIS Code of Conduct
- Regular review of our data handling and security procedures
Enquiry form submissions are transmitted over secure HTTPS connections. However, no method of transmission over the internet is completely secure, and we cannot guarantee the absolute security of information transmitted online.
7. Retention of Personal Information
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. NDIS-related records must be retained for the minimum periods prescribed by applicable legislation.
Information that is no longer required is securely destroyed or de-identified.
8. Your Rights: Access and Correction
Under the Australian Privacy Principles, you have the right to:
- Request access to the personal information we hold about you
- Request correction of any information that is inaccurate, out of date, incomplete, or misleading
To make a request, please contact us using the details in Section 12. We will respond within 30 days. We may ask you to verify your identity before granting access. We do not charge a fee for access requests, though a reasonable fee may apply for providing document copies in certain circumstances.
9. Complaints
If you believe ClearStep has mishandled your personal information or breached the Australian Privacy Principles, please contact us in the first instance using the details in Section 12. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner:
Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992
GPO Box 5218, Sydney NSW 2001
You may also raise concerns with the NDIS Quality and Safeguards Commission if your complaint relates to the delivery of NDIS supports.
10. Cookies
Our website may use cookies or similar tracking technologies to enhance your browsing experience and collect website usage data. Cookies do not personally identify you.
You may configure your browser to refuse cookies; however, some website functionality may be affected as a result.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The revised policy will be posted on our website with an updated effective date. We encourage you to review this page periodically.
12. Contact Us
For all privacy-related enquiries, requests, or complaints, please contact us:
ClearStep
Email: clearstepdisability@outlook.com
Phone: 0414265653
Service Area: Melbourne
Website: www.clearstep.com.au
We are committed to handling all privacy enquiries promptly and with the utmost respect for your personal information.