Our Policies

NARS Support and Services Pty Ltd is committed to protecting the privacy and confidentiality of the personal information of our participants, their families, and all individuals we interact with. This policy outlines how we collect, use, disclose, and safeguard personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We may collect the following types of personal information:

• Full name, date of birth, and contact details (phone, email, address)
• NDIS number and plan details
• Medical history, diagnoses, and health information
• Information about your disability, support needs, and goals
• Emergency contact details
• Financial information necessary for billing and service delivery
• Cultural, linguistic, and religious background (where relevant to service delivery)

2. How We Collect Information

We collect personal information:

• Directly from you or your authorised representative
• From referrals submitted by support coordinators, healthcare providers, or family members
• From other service providers involved in your care (with your consent)
• Through our website contact or referral forms

3. How We Use Your Information

Your information is used solely for the purposes of:

• Providing and coordinating NDIS support services
• Planning, delivering, and reviewing your supports
• Communicating with you, your family, and support network
• Meeting legal and NDIS compliance requirements
• Billing and claiming under the NDIS
• Improving the quality of our services

4. Disclosure of Information

We will not share your personal information with third parties without your consent, except where:

• Required by law or court order
• Necessary to protect your safety or the safety of others
• Required for NDIS compliance and reporting
• Shared with your treating healthcare team as part of coordinated care (with consent)

5. Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Information is stored securely and access is limited to authorised staff only.

6. Access and Correction

You have the right to access the personal information we hold about you and to request corrections if the information is inaccurate, incomplete, or outdated. To make such a request, please contact us at the details below.

7. Contact Us

For privacy-related enquiries or to exercise your rights, contact:

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

NARS Support and Services Pty Ltd is committed to providing high-quality services. We take all feedback - whether positive or negative - seriously and use it to continuously improve. You have the right to make a complaint without fear of negative consequences to your services.

Your Right to Complain

Every participant, family member, or carer has the right to raise a concern or complaint about the services they receive. We treat all complaints with respect, confidentiality, and urgency.

How to Make a Complaint

You can submit a complaint or feedback through any of the following methods:

• In person: Speak directly with your support worker or our management team
• By phone: 0451 288 361 or 0452 376 344
• By email: info@narssupportandservices.com.au
• In writing: 243 Kossuth Street, Sebastopol VIC 3356
• Via the complaint form below

What Happens After You Complain

• Your complaint will be acknowledged within 2 business days
• We will investigate the matter fairly and thoroughly
• You will receive a formal response within 21 days of lodging your complaint
• We will advise you of the outcome and any action taken
• If unresolved, we will provide information on escalation pathways

External Escalation

If you are not satisfied with our response, you may escalate your complaint to an external body:

• NDIS Quality and Safeguards Commission: 1800 035 544 | ndiscommission.gov.au
• Victorian Equal Opportunity and Human Rights Commission: 1300 292 153