Privacy Policy

This Privacy Policy applies to Auscongo Network Incorporated (ABN: 45 571 615 526), trading as Relief Wakes, a registered NDIS provider (Provider No. 4053361903) operating from 155 Fernbrooke Boulevard, Redbank Plains QLD 4301.

We are committed to protecting the privacy of our participants, families, carers, staff, and all other individuals whose personal information we handle. This policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Act 2013.

We may collect the following types of personal information:

• Full name, date of birth, and contact details (phone, email, address)
• NDIS participant number and plan details
• Health information, medical history, and disability-related information
• Emergency contact details and next of kin information
• Financial information for billing and NDIS claims processing
• Support goals, progress notes, and service agreements
• Employment and qualification records (for staff)
• Working with Children Check and police check results (for staff)

We collect personal information to:

• Deliver safe, appropriate, and person-centred NDIS support services
• Develop and review your support plan and service agreements
• Process NDIS claims and manage billing with plan managers or the NDIA
• Comply with our obligations under the NDIS Quality and Safeguards Commission
• Communicate with you, your carers, and support coordinators
• Manage our staff, volunteers, and contractors
• Respond to complaints, incidents, and feedback
• Improve our services and fulfil reporting obligations

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Your information is stored:

• In secure electronic systems with password protection and access controls
• In our NDIS management platform (Vertex360) with role-based access
• In Microsoft 365 with enterprise-grade security and Australian data residency
• In locked physical files where hard copies are required

We retain personal information for the period required by law and our obligations as an NDIS provider. When information is no longer required, it is securely destroyed or de-identified.

We will only disclose your personal information to third parties where:

• You have given your consent
• It is required to deliver your agreed NDIS supports
• We are required to do so by law or court order
• It is necessary to prevent a serious threat to health or safety
• Disclosure is to the NDIA, your plan manager, or support coordinator
• It is required by the NDIS Quality and Safeguards Commission

You have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or outdated information
• Withdraw consent for certain uses of your information
• Request that we delete your information (subject to legal obligations)
• Lodge a complaint about how we handle your information
• Receive information in a format accessible to you

To exercise any of these rights, please contact us using the details provided at the end of this policy. We will respond to all requests within 30 days.

As a registered NDIS provider we have additional obligations under the NDIS Act 2013 and the NDIS Quality and Safeguards Commission. This includes:

• Keeping participant information confidential and secure at all times
• Only sharing information with those directly involved in your support
• Obtaining your consent before sharing information with family or carers
• Reporting obligations to the NDIS Commission for incidents and complaints
• Maintaining records in accordance with NDIS Practice Standards

Our website at reliefwakes.com.au may collect information through:

• Contact forms — name, email, phone, and message content
• Referral forms — participant details submitted online
• Analytics tools — anonymous data about website usage and traffic
• Cookies — small files stored on your device to improve your experience

You can disable cookies through your browser settings. Disabling cookies may affect the functionality of some parts of our website. We do not use cookies to identify you personally without your knowledge.

If you believe we have breached your privacy or not handled your personal information appropriately, please contact us in the first instance so we can resolve the matter directly.

If you are not satisfied with our response, you may lodge a complaint with:

• Office of the Australian Information Commissioner (OAIC) — oaic.gov.au — 1300 363 992
• NDIS Quality and Safeguards Commission — ndiscommission.gov.au — 1800 035 544

We take all privacy complaints seriously and will investigate and respond within 30 days of receipt.

For all privacy-related enquiries, requests, or complaints please contact us:

• Organisation: Auscongo Network Incorporated (trading as Relief Wakes)
• ABN: 45 571 615 526
• NDIS Provider No.: 4053361903
• Phone: 0424 801 212
• Email: info@reliefwakes.com.au
• Address: 155 Fernbrooke Boulevard, Redbank Plains QLD 4301