Privacy & Cookies Policy

Effective date: 5 November 2026 | Next review: 5 November 2027

Keats Disability Services (Keats, we, us, our) respects the privacy, dignity, choices and confidentiality of participants, families, carers, workers and everyone who interacts with us. We handle personal information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where applicable, and relevant NDIS obligations.

This policy explains what we collect, why we collect it, how we protect and share it, and the choices available to you. It covers service enquiries, participants and their representatives, workers and applicants, and visitors to our website.

Depending on your relationship with Keats, information may include your name, contact details, date of birth, address, preferred communication methods, emergency contacts, NDIS participant and plan details, funding information, support goals, service records, relevant health and disability information, risk and safety information, consent records, complaints and feedback, and billing information.

For employment or contractor matters, we may collect work history, qualifications, references, screening and right-to-work information, payroll details and other information reasonably needed for recruitment or employment. Website enquiries may include the details you enter in our forms. We seek to collect sensitive information only where necessary and with appropriate authority or another lawful basis.

We collect information reasonably needed to respond to enquiries, assess suitability and safety, arrange and deliver supports, prepare service agreements and plans, communicate with authorised people, administer payments and claims, recruit workers, respond to incidents or complaints, and meet legal, safeguarding and regulatory duties.

Where practical, we collect information directly from you. With your consent or other lawful authority, information may also come from your representative, support coordinator, plan manager, allied health professional, the NDIA, relevant regulators or other involved providers. We explain collection purposes and available choices where appropriate.

We respect your right to understand and make informed choices about the collection and sharing of your information. You may withdraw consent for optional collection, disclosure or promotional use by contacting us. Withdrawal does not undo lawful past use or override legal obligations, and may affect our ability to provide certain supports.

Keats staff and contractors must protect confidential information and access it only for authorised work purposes. We aim to support accessible communication, privacy during discussions and respect for individual preferences.

Where appropriate and authorised, we may share only relevant information with nominated family members or representatives, support coordinators, plan managers, workers involved in your supports, health practitioners, funding bodies, insurers, auditors, professional advisers, secure technology providers and regulators.

We may disclose information without consent where required or permitted by law, including for serious safety concerns, reportable incidents, emergencies or lawful regulatory requests. We do not sell participant information.

We seek appropriate, specific permission before using identifiable photographs, videos or recordings in promotional material, including our website and social media. Consent for publicity is separate from service delivery or recordkeeping purposes. You may ask us to stop future promotional use, subject to practical and legal limitations.

Keats uses reasonable administrative, technical and physical safeguards, including controlled access, password-protected systems, staff confidentiality requirements and secure storage. No digital system can be guaranteed completely secure.

We keep records for applicable legal and operational retention periods. Our internal information management guidance generally specifies seven years from creation for service-delivery records; other categories may require different periods. When no longer needed and lawful to do so, records are securely destroyed or de-identified.

We assess and respond to suspected privacy and data breaches and notify affected people, the Office of the Australian Information Commissioner (OAIC) and other regulators when legally required.

You may request access to personal information we hold about you or ask us to correct inaccurate, incomplete or outdated details. We may verify your identity or representative authority. Keats’ internal policy provides for responses to access requests within 30 days, subject to lawful exceptions. If access is refused, we will explain why where permitted.

For privacy enquiries or complaints, contact Keats using the details below. If your concern is not resolved, you may contact the OAIC at oaic.gov.au or the NDIS Quality and Safeguards Commission where relevant. We can assist with accessible formats and support persons.

Our single-page website collects information you choose to submit through its callback/enquiry form, such as your name, contact details and message. These enquiries are stored in the website’s WordPress database hosted in Australia and are accessible to authorised WordPress administrators. Email notifications of new enquiries are sent to info@keatsdisabilityservices.com. The form is not connected to a third-party CRM or marketing platform. Please avoid including unnecessary sensitive health or disability details in a general website enquiry.

The website includes a cookie consent banner offering accept, reject and customise choices. Essential technologies may be used to operate the site. Google Analytics 4 is proposed (Measurement ID G-F0E44VPP8F) to help understand website usage.

The developer has confirmed that no Meta Pixel or other marketing pixels have been installed. Visitors can also manage cookies through their browser settings. Disabling certain technologies may affect website functionality. Keats does not use participant support or health records for targeted advertising.

The website’s WordPress database is hosted in Australia. Website enquiries are accessible to authorised WordPress administrators and notified to Keats by email. Other service providers, including email and any enabled analytics providers, may process information in other countries. External websites linked from our site operate under their own privacy policies.

Links to external websites are provided for convenience; those sites have their own privacy practices.

Keats Disability Services | ABN 42 658 250 910 | Email: info@keatsdisabilityservices.com | Website: https://keatsdisabilityservices.com.au/

Phone: 0474 036 428 | Address: 90 Podium Way, Oran Park NSW 2570.

We may update this policy to reflect changes in our services, technology or legal obligations. The current version and its effective date will be published on our website.