Last updated: 26 August 2026
Arbour Home Support respects your privacy and is committed to protecting the personal information you provide to us. This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, make an enquiry or referral, or receive services from us.
By using our website or providing information to Arbour Home Support, you acknowledge that you have read and understood this Privacy Policy.
1. About Arbour Home Support
Arbour Home Support is an NDIS registered provider based in Clyde North, Victoria.
Contact: 0433 905 491
Email: info@arbourhomesupport.com.au
Website: www.arbourhomesupport.com.au
For privacy-related questions or requests, please contact us using the details above.
2. Information We Collect
Depending on how you interact with us, we may collect information such as:
Personal Information
- Full name
- Date of birth
- Contact details
- Residential or service address
- Preferred method of communication
- Emergency contact information
- Information about your relationship with a participant
NDIS and Support Information
Where necessary to provide or discuss services, we may collect information relating to:
- NDIS participant details
- NDIS plan and support requirements
- Support needs and preferences
- Participant goals
- Service requirements
- Referral information
- Information provided by support coordinators, family members, guardians or other representatives
Health and Other Sensitive Information
Where relevant and necessary for the provision of services, we may collect sensitive information, including information about disability, health, medical requirements and other support needs.
We only seek information that is reasonably necessary for the relevant purpose and handle sensitive information with appropriate care.
Website Information
When you use our website, we may collect technical information such as:
- IP address
- Browser type
- Device information
- Pages visited
- Date and time of visits
- Website usage information
This information may be collected through cookies, analytics tools or similar technologies.
3. How We Collect Information
We may collect information directly from you when you:
- Complete a contact or enquiry form
- Submit a referral
- Contact us by phone or email
- Request information about our services
- Participate in an assessment or service discussion
- Enter into an agreement with us
- Receive support from us
Where appropriate and permitted, we may also receive information from third parties such as:
- Family members
- Guardians or representatives
- Support coordinators
- Plan managers
- Allied health professionals
- Healthcare professionals
- Other service providers
- Government or regulatory bodies
- The National Disability Insurance Agency (NDIA)
Where information is provided about another person, the person providing the information should have appropriate authority or consent to do so where required.
4. How We Use Your Information
We may use personal information for purposes including:
- Responding to enquiries
- Processing referrals
- Assessing support requirements
- Providing NDIS services
- Developing and managing support arrangements
- Communicating with participants and their representatives
- Coordinating services with relevant professionals
- Managing appointments and support schedules
- Maintaining appropriate service records
- Meeting legal, regulatory and contractual obligations
- Managing complaints and feedback
- Improving our services
- Managing our website and online enquiries
- Protecting the safety and wellbeing of participants, staff and others
We will not use personal information for unrelated purposes unless permitted or required by law.
5. NDIS and Sensitive Information
As an NDIS registered provider, Arbour Home Support may need to handle sensitive information relating to participants and their support needs.
We recognise that this information is private and personal. We aim to collect, use, disclose and store such information responsibly and only where reasonably necessary for providing services, managing support, meeting legal or regulatory obligations, or other purposes permitted by law.
We seek to respect participant choice and privacy when handling their information.
6. Consent
Where required, we will seek appropriate consent before collecting, using or disclosing personal or sensitive information.
You may have the right to withdraw consent in certain circumstances. However, withdrawing consent may affect our ability to provide particular services or respond to a request where the information is necessary for that purpose.
If you have questions about consent or wish to discuss your preferences, please contact us.
7. Sharing and Disclosure of Information
We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy.
Depending on the circumstances, information may be shared with:
- NDIS-related organisations and relevant authorities
- Support coordinators
- Plan managers
- Family members or authorised representatives
- Allied health professionals
- Healthcare professionals
- Other service providers involved in a participant’s support
- Government agencies and regulatory bodies
- Professional advisers and service providers assisting our business
- Technology, hosting, communication and IT service providers
We will take reasonable steps to ensure that information is only disclosed where appropriate and in accordance with applicable privacy requirements.
We may also disclose information where required or authorised by law, or where reasonably necessary to address a serious safety or legal concern.
8. Website and Contact Forms
If you submit information through our website, including through a contact or referral form, the information may be used to respond to your enquiry, assess your support requirements and communicate with you about our services.
Please avoid submitting unnecessary sensitive information through general website forms.
If detailed health or support information is required, we may provide a more appropriate method for securely collecting that information.
9. Cookies and Analytics
Our website may use cookies and similar technologies to improve functionality, understand website usage and improve the user experience.
We may use analytics services to understand information such as:
- Website traffic
- Popular pages
- General visitor behaviour
- Device and browser information
- How visitors arrive at our website
Where applicable, you may be able to control cookies through your browser settings.
10. Direct Marketing
If you provide your contact details, we may occasionally contact you about relevant services, information or updates where permitted by law.
You can request to stop receiving marketing communications at any time by contacting us or using the unsubscribe option provided in the communication.
We do not sell your personal information to third parties for their own marketing purposes.
11. Data Security
Arbour Home Support takes reasonable steps to protect personal information from:
- Misuse
- Loss
- Unauthorised access
- Unauthorised modification
- Unauthorised disclosure
Depending on the nature of the information, security measures may include access controls, password protection, secure systems, staff procedures and other reasonable technical and organisational safeguards.
However, no method of storing or transmitting information online can be guaranteed to be completely secure.
12. Storage and Retention
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to provide services, maintain appropriate records, meet contractual obligations or comply with applicable legal and regulatory requirements.
When information is no longer required, we will take reasonable steps to securely delete, destroy or de-identify it where appropriate.
13. Accessing Your Information
You may request access to personal information we hold about you, subject to applicable legal requirements and exceptions.
To request access, contact:
Email: info@arbourhomesupport.com.au
Phone: 0433 905 491
We may need to verify your identity before providing access to information.
14. Correcting Your Information
We aim to keep personal information accurate, complete and up to date.
If you believe information we hold about you is incorrect, incomplete or out of date, please contact us and request a correction.
We will take reasonable steps to consider and action correction requests where appropriate.
15. Privacy Complaints
If you believe your privacy has been handled incorrectly or you have concerns about the way Arbour Home Support has collected, used, stored or disclosed your information, we encourage you to contact us first.
Contact Us
Arbour Home Support
Clyde North, Victoria
Phone: 0433 905 491
Email: info@arbourhomesupport.com.au
Please provide as much relevant information as possible so we can properly understand and investigate your concern.
We will handle privacy complaints seriously and aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may have the option to contact the Office of the Australian Information Commissioner (OAIC) or another relevant regulatory body, depending on the nature of your complaint.
16. Children’s and Vulnerable Persons’ Privacy
Our services may involve people who require additional privacy and safeguarding considerations.
We take additional care when handling information relating to participants who may be vulnerable or require assistance with decision-making. Where appropriate, we work with authorised representatives, guardians or other relevant parties in accordance with applicable requirements.
17. Third-Party Websites
Our website may contain links to third-party websites.
Arbour Home Support is not responsible for the privacy practices, content or security of external websites. We recommend reviewing the privacy policy of any third-party website before providing personal information.
18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, website, legal requirements or privacy practices.
The updated version will be published on this page with a revised “Last updated” date.
We encourage you to review this page periodically.
19. Contact Us
If you have any questions about this Privacy Policy or how Arbour Home Support handles personal information, please contact us:
Arbour Home Support
Clyde North, Victoria
Phone: 0433 905 491
Email: info@arbourhomesupport.com.au
We are committed to respecting your privacy, protecting your information and treating every person with dignity and respect.