Privacy Policy

This policy applies to personal information handled by Blue Lotus Care in connection with our website, enquiries, referrals and care or support services.

It may apply to information about:

• prospective and current clients or participants;
• family members, nominees, guardians and carers;
• Support Coordinators, plan managers and other professional contacts;
• people who submit referrals or enquiries;
• job applicants, employees, contractors and support workers; and
• people who visit or interact with our website.

The information we collect depends on the nature of your relationship with Blue Lotus Care and the reason you are contacting us.

Enquiries and referrals

When you contact us or submit a form, we may collect:

• your name, telephone number, email address and organisation;
• your role or relationship to the person being referred;
• the participant’s name, preferred name, contact details and address;
• the type of support being requested;
• relevant location, availability and service information;
• NDIS plan-management information where relevant; and
• other information you choose to provide in the form or message.

Service and support information

If you proceed beyond an initial enquiry, we may collect further information that is reasonably necessary to assess, arrange and provide services. This may include:

• date of birth and identity information;
• emergency and authorised contact details;
• support goals, routines, preferences and communication needs;
• relevant disability, health or care information;
• risk, safety, mobility and accessibility information;
• service agreements, schedules, notes and related records;
• billing, funding and payment information; and
• feedback, complaints and incident-related information.

Website and technical information

When you use our website, technical information may be collected automatically through cookies, logs and similar technologies. This may include:

• IP address and approximate location;
• browser, device and operating-system information;
• pages viewed and links selected;
• date, time and duration of website interactions; and
• information about how visitors reach and use the website.

More information about website technologies is available in our Cookie Policy.

Where reasonable and practical, we collect personal information directly from the individual concerned. This may happen when you:

• submit an enquiry, contact or referral form;
• telephone, email, message or meet with our team;
• attend a Meet & Greet or service discussion;
• enter into a service agreement;
• receive services or communicate with support workers; or
• apply for employment or contractor opportunities.

We may also receive information from another person where this is authorised, expected or reasonably necessary. This may include a family member, nominee, guardian, Support Coordinator, plan manager, health professional, government agency or another service provider.

Blue Lotus Care may use personal information to:

• respond to enquiries and referrals;
• understand requested services and check service availability;
• arrange conversations, assessments and Meet & Greets;
• plan, coordinate and provide agreed care or support;
• communicate with authorised family members and professionals;
• manage appointments, schedules and service records;
• process billing, funding and administrative requirements;
• recruit, engage and manage employees and contractors;
• manage safety, quality, incidents, feedback and complaints;
• meet legal, regulatory and contractual obligations;
• maintain and improve our services and website; and
• protect the rights, safety and security of clients, workers and others.

We may also use personal information for another purpose where you have consented or where the use is otherwise authorised or required by law.

We do not sell personal information. We may disclose information where reasonably necessary for the purposes described in this policy, including to:

• our employees, contractors and authorised representatives;
• technology, hosting, communication and administrative service providers;
• accounting, payment, insurance and professional advisers;
• authorised family members, nominees, guardians or carers;
• Support Coordinators, plan managers and other service providers;
• health professionals or emergency services where appropriate;
• the NDIA, NDIS Quality and Safeguards Commission or other relevant authorities;
• government agencies, regulators, courts or law-enforcement bodies; and
• another party where you have consented or disclosure is authorised or required by law.

Technology providers and overseas processing

Some third-party technology providers may store or process information outside Australia. The countries involved may vary according to the provider and service being used. Where applicable, we take reasonable steps in relation to the handling and protection of personal information.

You may contact us if you would like further information about the technology providers relevant to your information.

Personal information may be held in electronic systems, email, secure business platforms and, where necessary, physical records.

We take reasonable steps appropriate to the circumstances to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps may include:

• limiting access to people who require information for their role;
• using passwords, account controls and security measures;
• maintaining confidentiality requirements for workers and contractors;
• using reputable business and technology providers;
• training and procedures concerning privacy and information handling; and
• reviewing, archiving, destroying or de-identifying records when appropriate.

No electronic transmission or storage method is completely secure. If an eligible data breach occurs, we will respond in accordance with applicable legal requirements, including notification obligations where required.

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 10. We may need to verify your identity or authority before providing access or making a correction.

We will respond within a reasonable period. Access or correction may be limited in circumstances permitted by law. If we refuse a request, we will provide an explanation where required and advise you about available complaint options.

You may choose not to provide certain personal information. However, if information is reasonably necessary to respond to an enquiry, assess service suitability, meet safety requirements or provide services, we may be unable to proceed without it.

You may ask us to update your communication preferences or stop optional marketing communications at any time by using the unsubscribe method provided or contacting us directly.

You can manage cookies through your browser and, where provided, the website’s cookie settings. Disabling some cookies may affect website functionality.

If you have a question or concern about how Blue Lotus Care has handled personal information, please contact us using the details below. Please provide enough information for us to understand and investigate the issue.

We will take your concern seriously and aim to respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant regulator.

Contact Blue Lotus Care if you have a privacy question, wish to request access or correction, or would like to make a privacy complaint.

We may update this Privacy Policy to reflect changes to our services, information-handling practices, technology or legal requirements.

The current version will be published on this website with its effective date and last-updated date. We encourage you to review this page periodically.