Privacy Policy - Aligned Planning and Support
Effective Date: 25/02/2026
At Aligned Planning and Support, we are committed to protecting the privacy and confidentiality of your personal and sensitive information. We handle your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the NDIS Practice Standards.
1. What Information We Collect
We may collect the following information to provide safe and effective support coordination:
- Personal details (name, date of birth, contact information)
- NDIS plan information (NDIS number, plan dates, funded supports)
- Health and disability information relevant to your goals and supports
- Information from referral forms or assessments
- Notes from interactions, communications, or service delivery
2. How We Collect Information
We collect information:
- Directly from you via our website referral forms, email, phone, or face-to-face meetings
- From third-party service providers or organisations only with your consent
- Via our secure CRM platform, Astalty, which manages participant information
3. How We Use Your Information
Your information is used to:
- Provide support coordination services tailored to your NDIS plan and goals
- Connect you with registered NDIS providers and community supports
- Monitor and review progress towards your goals
- Communicate with you regarding your supports
- Meet our legal and regulatory obligations, including NDIS requirements
4. Disclosure of Information
We only share your information:
- With NDIS-approved providers or services you choose
- With your plan manager if applicable
- When required by law or to prevent serious harm
- As otherwise authorised under NDIS rules
5. Storage and Security
We are committed to keeping your information safe:
- Digital records are stored securely in Astalty and protected with encryption and limited access
- Physical records are securely stored and only accessible to authorised staff in a locked file
- We have processes to prevent unauthorised access, loss, or disclosure
6. Your Rights
You have the right to:
- Access your personal information
- Request corrections if information is inaccurate
- Withdraw consent for certain uses of your data
- Ask questions or raise concerns about how we handle your information
7. Data Retention
We retain participant information as required by NDIS standards, legislation, or contractual obligations. Information is securely deleted when no longer required.
8. Website and Online Forms
- Submitting a referral or contact form on our website constitutes consent for us to collect and store your information as described above.
- Our website uses secure connections (HTTPS) to protect information submitted online.
9. Third-Party Services
Information submitted through forms or our CRM is stored in Astalty, which has its own security measures. You can review their privacy policy here: Astalty Privacy Policy.
10. Updates to This Policy
This policy may change from time to time. The current version is always available on our website.
11. Contact Us
If you have questions or concerns about privacy:
Aligned Planning and Support
Email: bec@alignedplanningandsupport.com.au
You may also contact the NDIS Quality and Safeguards Commission:
- Phone: 1800 035 544
- Website: https://www.ndiscommission.gov.au
Feedback & Complaints Policy - Aligned Planning and Support
At Aligned Planning and Support, we value your feedback and are committed to resolving concerns promptly and respectfully.
1. How to Provide Feedback or Make a Complaint
You can provide feedback or lodge a complaint:
- Verbally – speak with your support coordinator or staff member
- In writing - via email (bec@alignedplanningandsupport.com.au)
2. Anonymous Feedback
You may submit feedback or complaints anonymously if you wish. However, providing your contact details allows us to respond and resolve your concerns effectively.
3. What Happens After a Complaint
- Your complaint will be acknowledged within 2 business days
- We will investigate promptly, fairly, and confidentially
- You will be kept informed of progress and outcomes
- We aim to resolve complaints within 20 business days
4. Confidentiality
All complaints are treated confidentially. Details are only shared with staff necessary to investigate or resolve the complaint.
5. Escalation
If you are not satisfied with the outcome, you can contact the NDIS Quality and Safeguards Commission:
- Phone: 1800 035 544
- Website: https://www.ndiscommission.gov.au
6. Continuous Improvement
We review feedback and complaints to identify opportunities to improve services, processes, and participant experience.