privacy policy
Last Updated: June 2026
Our Commitment to Privacy
At Isla Care, we are committed to protecting the privacy, dignity, confidentiality and rights of all participants, families, representatives, employees, contractors and visitors.
As a registered NDIS provider, Isla Care understands the importance of safeguarding personal and sensitive information and managing it responsibly, securely and transparently.
This Privacy Policy explains how we collect, use, store, disclose and protect your personal information in accordance with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
National Disability Insurance Scheme Act 2013
NDIS Practice Standards
NDIS Code of Conduct
Applicable Queensland legislation and regulatory requirements. (OAIC)
Who We Are
Islacare Pty Ltd | ABN 76 271 872 811 | Parkwood QLD 4214, Australia
Isla Care is a Registered NDIS Provider | Provider Number: 4-I7PYATQ
We provide disability support services under the National Disability Insurance Scheme (NDIS), supporting participants to achieve their goals and live meaningful, independent lives.
What Information We Collect
Depending on the services provided, we may collect and hold:
Personal Information
Full name
Date of birth
Residential address
Postal address
Phone number
Email address
Emergency contact details
Guardian or nominee details
NDIS participant number
Sensitive Information
We may collect sensitive information where reasonably necessary to provide supports and services, including:
Disability information
Medical and health information
Medication information
Behaviour support information
Allied health reports
Risk assessments
Cultural or language requirements
Support plans
Incident reports
Worker screening and employment information
Sensitive information receives additional protection under Australian privacy legislation. (OAIC)
How We Collect Information
We may collect information directly from:
Participants
Family members
Guardians or nominees
Support coordinators
Plan managers
The NDIA
Healthcare professionals
Referring organisations
Employees and job applicants
Our website and online forms
Information may be collected through:
Intake and service agreements
Support planning meetings
Phone calls
Emails
Website enquiries
Incident reporting systems
Feedback and complaints processes
Employment applications
We only collect information that is reasonably necessary to provide our services or fulfil our legal obligations. (LegalVision)
Why We Collect Information
We collect personal information to:
Deliver disability supports and services
Develop and review participant support plans
Meet NDIS registration and compliance requirements
Manage participant safety and wellbeing
Communicate with participants and representatives
Process referrals and service enquiries
Manage incidents and complaints
Recruit and manage employees
Maintain quality assurance systems
Meet legal and regulatory obligations
How We Use Your Information
We use personal information only for purposes related to providing services and operating our organisation.
This may include:
Delivering supports
Coordinating services
Conducting risk assessments
Managing medication information
Communicating with participants and families
Quality improvement activities
Staff training and supervision
Compliance, auditing and accreditation requirements
We will not use your information for unrelated purposes without your consent unless required or authorised by law.
Disclosure of Information
We may disclose personal information to:
The National Disability Insurance Agency (NDIA)
NDIS Quality and Safeguards Commission
Support coordinators
Plan managers
Allied health professionals
Medical practitioners
Government agencies
Emergency services
Regulatory authorities
Legal representatives where required
We only disclose information where:
You have provided consent;
Disclosure is necessary to provide supports;
Disclosure is required by law; or
There is a serious risk to health, safety or wellbeing.
Confidentiality
All Isla Care employees, contractors, students and volunteers are required to maintain strict confidentiality regarding participant information. Confidential information must not be accessed, discussed, shared or disclosed unless authorised and necessary for service delivery or legal compliance. Breaches of confidentiality may result in disciplinary action and reporting obligations.
Storage and Security of Information
We take reasonable steps to protect personal information from:
Misuse
Interference
Loss
Unauthorised access
Modification
Disclosure
Measures include:
Secure electronic record systems
Password-protected devices
Restricted staff access
Encrypted cloud storage where applicable
Secure disposal of records
Staff privacy and confidentiality training
Information is retained only for as long as required by law, regulatory obligations and business requirements before being securely destroyed or de-identified.
Data Breaches
Isla Care maintains procedures for identifying, managing and responding to actual or suspected privacy breaches. Where required by law, affected individuals and relevant authorities will be notified of eligible data breaches. We take all reasonable steps to minimise harm and prevent future incidents.
Accessing Your Information
You may request access to personal information we hold about you. Requests should be made in writing using the contact details provided below. We will respond within a reasonable timeframe and may require identity verification before releasing information. In limited circumstances permitted by law, access may be refused.
Correcting Your Information
We aim to ensure information is accurate, complete and up to date. If you believe information we hold is incorrect, incomplete or outdated, you may request a correction. We will take reasonable steps to correct information where appropriate.
Website Privacy
When you visit our website, we may automatically collect certain information including:
IP address
Browser type
Device information
Pages visited
Date and time of access
Website usage statistics
This information helps us improve website performance, security and user experience.
Cookies
Our website may use cookies and similar technologies to:
Improve website functionality
Analyse website traffic
Enhance user experience
You may choose to disable cookies through your browser settings; however, some website features may not function correctly.
Third-Party Services
Our website may contain links to external websites or use third-party services including:
Google Analytics
Social media platforms
Online forms
Cloud-based service providers
We are not responsible for the privacy practices of external websites or third-party services. Users should review the privacy policies of those providers independently.
Overseas Disclosure
In some circumstances, information may be stored using reputable cloud-based service providers whose servers may be located outside Australia. Where overseas disclosure occurs, Isla Care will take reasonable steps to ensure information remains protected and handled in accordance with Australian privacy requirements.
Children and Vulnerable Persons
Where participants are children or require supported decision-making arrangements, Isla Care will work with parents, guardians, nominees or authorised representatives in accordance with relevant legislation and participant rights. We are committed to protecting the privacy, dignity and autonomy of all participants.
Complaints About Privacy
If you have concerns about how Isla Care has handled your personal information, please contact us. We will investigate complaints fairly, confidentially and promptly. If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au
Phone: 1300 363 992
NDIS Quality and Safeguards Commission
Website: https://www.ndiscommission.gov.au
Phone: 1800 035 544
Contact Us
Isla Care
Parkwood QLD 4214, Australia
Email: info@islacare.com.au
Phone: 0451 943 879
Policy Review
This Privacy Policy may be updated periodically to reflect legislative changes, regulatory requirements, operational practices and improvements to our services. The most current version will always be available on the Isla Care website. Isla Care is committed to protecting the privacy, dignity, rights and personal information of every participant, family member and stakeholder we support.