Privacy & Data Management Policy

1. What this policy is about

Facilitatrix wants everyone to feel safe sharing information with us. We commit to keep
your information private and confidential.
This policy explains:

  • what information we collect
  • how we keep it safe
  • who can see it
  • what to do if something goes wrong

2. What information we collect

We collect personal information so we can provide services and run our organisation.

This includes:

  • Your contact details
  • Emergency contacts
  • Client information (NDIS plans, reports, case notes)
  • Staff information (qualifications, checks, HR documents)

3. How we collect information

We may collect information:

  • from you directly
  • from family, health professionals, or legal decision-makers
  • by phone, in person, online, or in writing

Paper documents are uploaded and then shredded.

4. How we store information

We keep information safe by:

  • using secure computer systems (CMS, OneDrive)
  • using passwords and access levels
  • locking paper files in cabinets until it can be shredded
  • destroying documents after 7 years

5. How we use your information

We only use your information:

  • to provide services
  • for things you would expect (e.g., referrals)
  • when the law requires it (e.g., police, courts, NDIA)

We will not share your information without your consent unless:

  • someone is unsafe
  • the law requires it
  • a crime has happened or may happen

6. Your rights

Participant/Client Rights

You can:

  • ask to see your information
  • ask us to fix information that is wrong
  • choose who we can talk to
  • make a complaint if you are unhappy

We may refuse access only if the law allows it (for example, if it may cause harm).

Staff Rights

You can:

  • access your staff file
  • ask for corrections
  • make a grievance if needed

7. Consent

We ask for your consent when:

  • collecting information
  • sharing information
  • storing information

If you have a substitute decision-maker (guardian, administrator, EPG) we will consult with
them and get their consent where the law requires this.

8. Privacy breaches

If something goes wrong:

  • we will tell you as soon as possible
  • we will investigate
  • we will give you the outcome in writing or your preferred format
  • NDIS participants will be supported to contact the NDIS Commission if they want to

9. Complaints

If you are worried about your privacy:

  • you can complain to Facilitatrix
  • if you are not happy with the outcome, you can contact:
    • the Australian Information Commissioner
    • the NDIS Commission (for NDIS participants)
    • HaDSCO (WA)

10. Other

Conflicts of interest
Staff must tell us if they have a conflict of interest. If a conflict of interest is identified, a plan
is put in place to manage this.

Counselling
Information shared in counselling sessions is private and only shared with consent or where
the law requires this.

Case studies
We remove names and details unless you agree to be identified.

 

Date: 17.11.25
Next Review Date: 17.11.27

Acknowledgement of Country

The Facilitatrix Team is situated on Whadjuk Nyoongar Boodjar and works across the lands known as Western Australia. We have staff located across the lands known as Australia.

We acknowledge the Traditional Custodians throughout these lands, and pay our respects to their Elders, past and present. We recognise the Aboriginal and Torres Strait Islander communities’ strength and resilience in the face of colonisation and honour their continuing connection to land, water, and skies. We support the values that they have lived, for generations: inclusivity, sustainability, and regeneration.

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Acknowledgement of Lived Experience

We recognise and support the United Nations Convention on the Rights of Persons with Disabilities and are committed to upholding the convention and supporting carers, families, service providers and the community to do the same. We acknowledge and respect the unique experiences of those with a lived experience of disability.

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Acknowledgement of Diversity

We embrace diversity and support the elimination of all forms of discrimination, welcoming people irrespective of their age, faith, cultural background, gender identity, race, sexual orientation, physical or mental ability, neurodiversity, ethnicity, and perspective.

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