Skilled Care Options Australia Australia · NDIS Registered
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Your information, handled with care

Privacy policy

Your privacy matters to us. This policy explains, in plain English, what personal information Skilled Care Options Australia collects, why we collect it, how we keep it safe, and the choices you have.

Last updated 31 May 2026

Skilled Care Options Australia (ABN 86 680 535 433) is committed to protecting your personal information. We handle it in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and we follow the privacy obligations that apply to us as a registered NDIS provider.

This policy describes how we collect, use, store & disclose your information, and how you can access it, correct it or make a complaint. If anything here isn’t clear, please get in touch — we’re happy to talk it through.

Who we are

Skilled Care Options Australia is a registered NDIS provider based in Wheelers Hill, VIC, delivering person-centred disability supports across Victoria. In this policy, “we”, “us” & “our” mean Skilled Care Options Australia. We are the organisation responsible for the personal information we hold about you.

What information we collect

We only collect personal information that we reasonably need to provide supports, run our service safely and meet our legal obligations. Depending on your situation, this may include:

  • Contact & identity details — your name, address, phone number, email address & preferred ways of communicating.
  • NDIS details — your NDIS participant number, plan information, funding details & goals, where relevant to your supports.
  • Details of the people who help you — such as family members, carers, guardians, nominees, support coordinators or other providers, when you ask us to work with them.
  • Service & administrative records — notes about the supports we provide, scheduling, feedback, complaints, incidents & payment or invoicing information.
  • Information you give us through this website — when you use our enquiry or contact form, we collect the name, email address, phone number (if you choose to provide it), the type of enquiry & the message you send us, along with limited technical information described below.

Sensitive information

Some of the information we collect is “sensitive information” under the Privacy Act, which is given extra protection. For us, this most often means health & disability information — for example, details about your disability, support needs, medical conditions, allied health input or care requirements.

We collect sensitive information only with your consent (or where the law otherwise allows or requires it), and only where it’s reasonably necessary to plan, deliver or coordinate your supports safely. Please don’t include sensitive health details in our website contact form — a short message is all we need to start the conversation, and we’ll gather anything further in a more secure way.

How we collect it

Wherever it’s reasonable & practical, we collect personal information directly from you — in person, over the phone, by email, or through this website. Sometimes we collect it from other people, but only with your consent or where the law permits, including:

  • family members, carers, guardians or nominees acting on your behalf;
  • your support coordinator, plan manager or other NDIS providers;
  • allied health professionals, doctors or others involved in your care who refer you to us; and
  • the National Disability Insurance Agency (NDIA), where relevant to your plan.

Why we use your information

We use your personal information to:

  • respond to your enquiry & stay in contact with you;
  • assess whether we can meet your needs, and plan & deliver your supports;
  • personalise the supports we provide & keep them safe & appropriate;
  • coordinate with other people & providers involved in your care, with your consent;
  • manage scheduling, billing, payments & claims (including NDIS claims);
  • handle feedback, complaints & incidents, and improve our service; and
  • meet our legal, regulatory & NDIS obligations.

If we ever want to use your information for a purpose you wouldn’t reasonably expect, we’ll ask for your consent first.

How we store & protect it

We take the security of your information seriously. Your information is stored securely, and we apply access controls so that staff can only see the information they need to do their job. We use a combination of physical, technical & organisational measures to protect it against loss, misuse & unauthorised access, and we train our team on handling information appropriately.

For information submitted through this website:

  • data sent through our forms is transmitted over a secure, encrypted connection (HTTPS);
  • form submissions are encrypted at rest (AES-256-GCM) in our database;
  • we record your IP address only as a one-way keyed hash (using a secret server-side key) — used to help prevent spam & abuse — rather than storing your raw IP address; and
  • we keep website enquiry data for 90 days to respond to you & keep appropriate records, after which it is automatically deleted.

We keep other information only for as long as it’s needed for the purposes described in this policy or as required by law, after which we take reasonable steps to securely destroy or de-identify it.

When we disclose your information

We treat your information as confidential and we do not sell your personal information to anyone. We may share it only in limited circumstances, such as:

  • with your consent — for example, with family, carers, nominees or other providers you’ve asked us to work with;
  • with the NDIS Quality and Safeguards Commission & the NDIA, where this relates to your plan, our claims, or our obligations as a registered provider;
  • with service providers who help us operate — such as IT & secure hosting providers — under appropriate confidentiality & privacy safeguards; and
  • where we’re required or authorised by law, including to protect someone’s safety, respond to a serious incident, or comply with a court order or regulator.

Accessing or correcting your information

You have the right to ask for a copy of the personal information we hold about you, and to ask us to correct it if it’s wrong, out of date or incomplete. Just contact us using the details below. We’ll respond within a reasonable time and there’s normally no charge for asking.

To protect your privacy, we may need to confirm your identity before we share information. If we can’t give you access or make a correction, we’ll explain why & let you know your options.

Cookies & this website

This website is deliberately light-touch. We use only a strictly-necessary cookie that helps protect our forms against cross-site request forgery (a “CSRF” security cookie). We do not use tracking, advertising or analytics cookies, and we don’t use your browsing to build a profile of you.

How to make a privacy complaint

If you’re concerned about how we’ve handled your personal information, please tell us first — we’d genuinely like the chance to put things right. You can contact us using the details below, and we’ll acknowledge your complaint & work with you to resolve it.

If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC), which oversees the Privacy Act 1988 (Cth):

If your concern relates to your NDIS supports specifically, you can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 (TTY 133 677).

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. The “last updated” date at the top shows when it last changed, and the current version will always be available on this page.

Contact us

If you have any questions about this policy or your privacy, please reach out:

Need an interpreter? Call TIS National on 131 450 & ask them to phone us.