Improve Your Capacity Pty Ltd is committed to protecting your privacy and managing your personal information respectfully, securely and transparently.

This Privacy Policy explains how we collect, use, store, disclose, retain and protect your personal information when you access our services, contact us, submit a referral or visit our website.

This policy supports our commitment to the NDIS Practice Standards and our Privacy & Information Management Policy.

We collect personal information that is reasonably necessary to assess referrals, provide supports and manage our services.

Depending on the services you receive, this may include:

• name and contact details 
• date of birth 
• NDIS number 
• emergency contacts 
• funding information 
• health and medical information 
• disability information 
• goals, assessments and reports 
• service agreements 
• case notes 
• correspondence 
• invoices and billing information 
• photographs, audio or video recordings (where consent has been provided or where otherwise permitted by law). 

We may collect information:

• directly from you; 
• from your authorised representative; 
• through referral forms; 
• during meetings, appointments and assessments; 
• by telephone, email or our website; 
• from the NDIA or other funding bodies; 
• from support coordinators; 
• from treating health professionals; 
• from hospitals, schools or other service providers involved in your supports; or 
• where otherwise required or authorised by law. 

We collect and use personal information to:

• assess referrals; 
• develop and deliver supports; 
• communicate with participants and those involved in their supports; 
• coordinate services; 
• prepare reports and recommendations; 
• manage funding and invoicing; 
• meet legal, regulatory and contractual obligations; 
• manage complaints, incidents and feedback; 
• improve the quality of our services. 

We will only use your information for purposes that are related to providing our services or where required or authorised by law.

Improve Your Capacity securely manages participant information using business systems appropriate to the size and complexity of our organisation, including:

• Splose – participant records, reports, case notes, service agreements and scheduling. 
• Microsoft 365 – email, document management, SharePoint, OneDrive and Teams. 
• Xero – invoicing and financial administration. 

Access to personal information is restricted to authorised workers who require the information to perform their role.

We use reasonable technical and organisational safeguards to protect personal information from unauthorised access, loss, misuse or disclosure.

Where necessary, we may disclose personal information:

• with your consent; 
• to coordinate or deliver your supports; 
• to your authorised representative; 
• to support coordinators; 
• to treating health professionals; 
• to referrers where appropriate; 
• to funding bodies; 
• to approved technology or business service providers supporting our operations; 
• where required or authorised by law; or 
• to meet our obligations as a registered NDIS provider. 

We only disclose information that is reasonably necessary for the relevant purpose.

Participant records remain securely stored after services cease.

Records are generally retained for a minimum of:

• 7 years after an adult participant ceases services; or 
• 25 years after a child participant ceases services. 

After these minimum retention periods, records may be securely destroyed unless there is a legal, regulatory, contractual or professional reason requiring further retention.

You may request access to your personal information or request that incorrect information be corrected.

Requests can be made by contacting Improve Your Capacity using the details below.

If you believe your personal information has been handled inappropriately, you may contact us.

Privacy concerns will be managed in accordance with our Feedback & Complaints Policy and Privacy & Information Management Policy.

When you visit our website, limited information may be collected automatically by our website hosting provider for security, performance and statistical purposes.

If you choose to complete a contact form, referral form or subscribe to communications, we will collect the information you provide in order to respond to your enquiry or provide the requested service.

Our website may use cookies to improve functionality and user experience. You can manage cookie settings through your internet browser.

If you have questions about this Privacy Policy or how your information is managed, please contact:

Improve Your Capacity Pty Ltd

intake@improveyourcapacity.com.au

 Last Updated: 1 February 2026