Privacy Policy

Policy Statement
Sterling Support Coordination is committed to protecting the privacy of participants and managing personal information in accordance with the Privacy Act 1988 (Cth) and the National Disability Insurance Scheme Act 2013 (Cth) (NDIS Act).

We respect individuals' rights to privacy and ensure compliance with all legal requirements regarding the collection, management, and disclosure of personal information.

Definition of Personal Information
Personal information refers to any data that can be used to identify an individual. This may include, but is not limited to:

  • Name

  • Address (mailing or residential)

  • Email address

  • Phone number

  • Date of birth or age

  • Occupation or job title

  • Information related to purchased products and services

  • Any additional details necessary for service delivery or responding to inquiries

Collection of Personal Information
Sterling Support Coordination collects personal information directly from participants unless it is unreasonable or impractical to do so. This may occur through:

  • Use of our website

  • Conversations with our representatives

  • Completion of applications or purchase orders

If a participant chooses not to provide the requested personal information, Sterling Support Coordination may be unable to:

  • Deliver services to the expected standard, or at all

  • Provide relevant information about available products and services

 

Purpose of Collecting, Using, and Disclosing Personal Information
Sterling Support Coordination collects, stores, and manages personal information to:

  • Provide requested products and services

  • Respond to inquiries and offer information or advice

  • Facilitate business processes, including sharing necessary information with NDIS, service providers, and contractors

  • Conduct administrative and quality control functions

  • Maintain accurate participant records

  • Handle complaints and resolve issues

  • Comply with legal, regulatory, or governmental requirements

We do not share, sell, rent, or disclose personal information beyond what is outlined in this policy.

Disclosure of Personal Information
Personal information may be disclosed to:

  • Contractors or service providers assisting in service delivery (e.g., allied health professionals, NDIS plan reviewers)

  • Other organisations, only with the participant’s express consent

Accessing and Correcting Personal Information
Participants have the right to request access to their personal information. Where access is permitted, we will provide the information in a suitable format (e.g., email or postal mail). Sterling Support Coordination does not charge for access requests or corrections.

However, access may be denied in cases where:

  • It would violate another individual’s privacy

  • It breaches confidentiality obligations

If a participant believes their personal information is incorrect, incomplete, or outdated, they may request a correction. If Sterling Support Coordination determines that no correction is necessary, a note will be added to the record stating the participant’s concerns.

  

Privacy Complaints and Breach Reporting
If a participant believes their privacy has been breached, they are encouraged to contact us with details of the incident so that an investigation can be conducted.

Data Security and Retention
Sterling Support Coordination takes reasonable steps to safeguard personal information from misuse, loss, and unauthorised access. Data is stored securely in electronic or hard copy formats. When information is no longer needed, it is securely destroyed or de-identified.

Policy Review and Evaluation
Sterling Support Coordination monitors feedback and complaints to identify improvements in privacy management. This policy is reviewed annually to ensure compliance and relevance.

In cases of legislative or regulatory changes affecting this policy, a review will be conducted within 30 days of the amendment.

Next Review Date: 1/1/26