Privacy Policy
Your privacy matters to us. This policy explains what personal information we collect, why we collect it, how we keep it safe, and your rights.
An Easy Read version is available: Read our Easy Read privacy guide
Who we are
This policy applies to Axis Supports Group Pty Ltd (ABN 68 619 815 333, NDIS registered provider 4-F0VH53R) and its related entities, Axis Supports Pty Ltd and Axis Supports Group NSW Pty Ltd ("Axis Supports", "we", "us").
We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records (Privacy and Access) Act 1997 (ACT), the Health Records and Information Privacy Act 2002 (NSW), and the NDIS Practice Standards.
What we collect
We only collect information we need to provide safe, quality support. This may include:
- your name, address, phone, email and date of birth
- your NDIS number, plan details and plan manager or support coordinator details
- health and disability information, support needs, goals and support notes
- details of family members, carers, advocates, guardians or nominees you ask us to involve
- your cultural background, language and communication preferences, if you choose to share them
- feedback, complaints and incident records
- for job applicants and staff: employment history, qualifications and required screening checks
Health and disability information is sensitive information. We only collect it with your consent, or where the law allows.
How we collect it
We collect information directly from you wherever we can, including by phone, email, in person, through our website forms and live chat. With your consent, we may also collect information from people involved in your support, such as your support coordinator, plan manager, health professionals, family or advocate, or the NDIA.
You can contact us without giving your name where that is practical, for example to ask a general question or give anonymous feedback.
How we use it
We use your information to:
- respond to your enquiry and understand your needs
- plan, deliver and coordinate your supports safely
- communicate with you and the people you choose to involve
- claim payment from the NDIA, your plan manager or you
- meet our legal and NDIS obligations, including incident reporting
- handle feedback and complaints, and improve our services
- recruit and manage staff
We do not sell your information or use it for advertising.
Who we share it with
We only share your information with your consent, or where the law requires or allows it. This may include:
- the NDIA, your plan manager and your support coordinator
- health professionals and other providers involved in your support
- people you ask us to involve, such as family, carers or advocates
- the NDIS Quality and Safeguards Commission and other authorities, where the law requires, for example to keep someone safe
- trusted service providers who help us run our business, such as our IT, rostering, online form and live chat providers. They must protect your information.
Some of our service providers may store information outside Australia, for example in the United States. When this happens, we take reasonable steps to make sure your information is protected.
How we keep it safe
We store records in secure, password-protected systems, limit access to staff who need it, train our staff in privacy and confidentiality, and back up our records regularly. We keep records for at least 7 years, or longer where the law requires, and then destroy them securely.
Our website
Our website uses online forms and live chat run by trusted providers, and basic analytics to understand how the site is used. Please do not include detailed health information in a live chat message.
Seeing or correcting your information
You can ask to see the information we hold about you, or ask us to correct it if it is wrong, out of date or incomplete. There is no charge.
Contact our Privacy Officer (details below). We will:
- confirm we have received your request within 48 hours
- give you an update within 7 working days
- respond in full within 14 days
In rare cases the law may allow us to refuse access. If so, we will explain why in writing and tell you how to complain.
If there is a data breach
If a breach of your information is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the law requires.
Privacy concerns and complaints
If you are worried about how we have handled your information, please tell our Privacy Officer, or use our feedback and complaints form. We will respond within 30 days.
If you are not satisfied with our response, you can contact:
- Office of the Australian Information Commissioner: 1300 363 992, oaic.gov.au
- For health information in the ACT: ACT Human Rights Commission, (02) 6205 2222, hrc.act.gov.au
- For health information in NSW: Information and Privacy Commission NSW, 1800 472 679, ipc.nsw.gov.au
Contact our Privacy Officer
- Phone: 1300 696 888 (ask for the Privacy Officer)
- Email: admin@axissupports.com.au (Canberra) or adminnsw@axissupports.com.au (Sydney)
- Post: Privacy Officer, Axis Supports, Shop 6, 26-28 Winchcombe Court, Mitchell ACT 2911, or Shop 1, 5 George Street, North Strathfield NSW 2137
Need an interpreter? Call TIS National on 131 450 and ask for 1300 696 888. Deaf, hard of hearing or speech impaired? Use the National Relay Service.
Last updated: November 2026