Privacy Policy

The LLSS Discretionary Trust Trading as Loving Life Support Services, ABN 94 356 231 486

Last updated: 28 August 2026

1. About this policy

Loving Life Support Services provides NDIS disability supports across the Gold Coast and Sunshine Coast. We collect personal information about the people we support, their families and carers, the professionals who refer to us, and the people who apply to work with us.

This policy explains what we collect, why we collect it, who we share it with, and what you can do if you are unhappy with how we have handled your information.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Some small businesses are exempt from the Privacy Act. We are not, because we provide a health service and hold health information about the people we support.

We also handle information in line with the NDIS Code of Conduct.

2. What we collect

From participants and their families

• Name, date of birth, address, phone number and email address

• NDIS participant number and plan details, including how the plan is managed and plan start and end dates

• Diagnoses, disability and health information

• Medications, allergies and dietary requirements

• Behaviour support plans, risk assessments and other clinical documents

• Goals, preferences, likes and dislikes

• Emergency contact and next of kin details

• Details of your support coordinator, plan manager, guardian or nominee

• Records of the supports we deliver, including shift notes and progress notes

• Incident records, where an incident occurs

• Photographs and video, where you have given us permission

From referrers and professionals

Your name, organisation, role, email address and phone number, and the content of the referral you send us.

From people applying to work with us

Name, contact details, date of birth, work history, qualifications, résumé, Blue Card and NDIS Worker Screening Check details, availability and preferred location. If you are employed, we also collect tax file number, superannuation details, bank account details and emergency contacts.

From website visitors

If you complete a form on our website, we receive what you enter into it. Our website is built on Wix, which collects standard technical information such as your IP address, browser type and the pages you visit, and uses cookies. You can control cookies through your browser settings, though some parts of the site may not work properly if you block them.

3. Sensitive and health information

Most of what we hold about participants is sensitive information under the Privacy Act. That includes health and disability information, and it carries a higher standard of protection.

We only collect sensitive information where it is reasonably necessary for us to deliver your supports safely, and where you have consented, or where the law otherwise permits it.

If a support coordinator, family member or health professional refers you to us, we assume they have your consent to pass on your information. If we have any doubt about that, we will contact you directly before we go any further.

4. How we collect it

We collect information directly from you wherever we can, through:

• Referral, enquiry and onboarding forms on our website

• Phone calls, emails and meetings

• Service agreements

• Records our support workers create while delivering your supports

We also receive information from third parties, including support coordinators, plan managers, allied health professionals, schools, and family members or nominees acting on your behalf.

5. Why we use it

We use your information to:

• Assess whether we can meet your support needs safely

• Deliver your supports and roster the right workers to you

• Keep you and our staff safe, including managing known risks

• Communicate with you, your family, your coordinator and your plan manager

• Invoice for the supports we deliver

• Meet our obligations under the NDIS, workplace health and safety law, and tax and employment law

• Improve the way we work

We do not sell your information. We do not use your information for marketing without your permission.

6. Who we share it with

We disclose your information only where it is necessary, and only to:

• Our support workers and administrative staff, limited to what they need to do their job

• Your plan manager or the NDIA, for invoicing and payment

• Your support coordinator, where you have one

• Allied health professionals and other providers involved in your supports, with your consent

• Emergency services and medical professionals, if you are at risk of harm

• The NDIS Quality and Safeguards Commission, where we are required to report an incident

• Government agencies, insurers or courts, where the law requires it

We may also share limited information with our accountant, bookkeeper or legal advisers, who are bound to keep it confidential.

7. Software we use, and information held overseas

We use third party software to run our business. We use ShiftCare and Xero, which store data in Australia, and Wix and Google Workspace, which store data in the United States and other overseas locations.​​

Because Wix and Google store data outside Australia, information you send us through our website or by email may be held overseas. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles, but we cannot control the laws of other countries.

If you would prefer not to send sensitive information through our website, you are welcome to phone us instead and we will arrange another way.

8. Photographs and social media

We sometimes take photographs or video during group programs and community activities, and we sometimes share these on our Facebook and Instagram pages or on our website.

We will not photograph you, or publish an image of you, without your written consent. Consent is entirely optional, it will never affect the supports you receive, and you can withdraw it at any time by telling us. If you withdraw consent we will remove images from anywhere we control, though we cannot always remove copies other people have already saved or shared.

Where a participant is under 18 or has a guardian, we seek consent from the person responsible for them, and we still ask the participant.

9. Keeping it secure

We protect your information by:

• Storing participant records in access controlled systems rather than on paper wherever possible

• Limiting staff access to what each person needs for their role

• Requiring staff to sign confidentiality agreements and complete privacy training

• Using multi-factor authentication on our core business systems

• Securely destroying paper records when they are no longer needed

No system is completely secure. If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

10. How long we keep it

We keep participant records for at least seven years after we stop providing supports to you.

Where a participant was under 18, we keep records until they turn 25.

Employee records are kept for at least seven years after employment ends, as the Fair Work Act 2009 requires. Unsuccessful job applications are kept for up to 12 months unless you ask us to delete them sooner.

When records are no longer needed we destroy or de-identify them securely.

11. Accessing and correcting your information

You can ask to see the information we hold about you, and you can ask us to correct anything that is wrong.

Email admin@lovinglife.care with what you are after. We will respond within 30 days. There is no charge for making a request, though we may charge a reasonable fee for the cost of retrieving and copying a large volume of records, and we will tell you before we do.

We can refuse a request in limited circumstances, for example where giving you access would unreasonably affect someone else's privacy or pose a risk to someone's safety. If we refuse, we will tell you why in writing and explain how to complain about it.

If you are asking on behalf of someone else, we will need evidence of your authority, such as a guardianship order or a nominee appointment.

12. Complaints

If you think we have mishandled your information, tell us first. Most things are quicker to sort out directly.

Email: admin@lovinglife.care Phone: 0437 903 866

We will acknowledge your complaint within 5 business days and give you a response within 30 days.

If you are not satisfied with our response, you can contact:

Office of the Australian Information Commissioner Phone 1300 363 992 oaic.gov.au

If your concern is about the conduct or quality of the supports we deliver rather than about privacy, you can contact:

NDIS Quality and Safeguards Commission Phone 1800 035 544 ndiscommission.gov.au

You can complain to either body without going through us first and doing so will never affect the supports you receive from us.

13. Anonymity

You can contact us anonymously or under a pseudonym to ask general questions about our services. We cannot deliver NDIS supports anonymously, because we are required to identify participants for funding and safety reasons.

14. Changes to this policy

We review this policy at least once a year. The current version is always available at lovinglife.care. Where a change materially affects how we handle participant information, we will tell participants directly.

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Questions about this policy: admin@lovinglife.care