Privacy Policy

1. About this Privacy Policy

Brighter Days Support provides personalised, relationship-focused disability support services, including individual support for autistic and neurodivergent children and teenagers.

Our services may include support with everyday routines, life skills, independence, community participation, social connection and personal goals.

We recognise the importance of protecting the privacy, dignity and confidentiality of the people we support, their families, guardians, support workers and professional referral partners.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information in connection with our website, advertising, enquiries, referrals, service delivery and business operations.

We aim to handle personal information in accordance with applicable Australian privacy laws, including:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles

• Applicable Victorian health privacy legislation

• Other relevant privacy, disability service and record-keeping obligations

Business details

Brighter Days Support Pty Ltd
ABN: 28 676 585 283

In this policy, references to "Brighter Days Support", "Brighter Days", "we", "our" and "us" refer to Brighter Days Support Pty Ltd.

2. Information we may collect

The personal information we collect depends on the nature of your enquiry, relationship with our organisation or involvement with our services.

General personal information

This may include:

• Name and contact details

• Residential address, suburb or postcode

• Preferred method of communication

• Age or date of birth, where relevant

• Parent, guardian or authorised representative details

• Information provided through enquiries and referrals

• Service preferences and availability

• Relevant NDIS funding, plan management or billing information

• Emergency contact details, where appropriate

Support-related information

Where reasonably necessary to assess, arrange or provide services, we may collect information about:

• Individual interests, preferences and goals

• Communication styles and accessibility requirements

• Daily routines and support requirements

• Relevant disability or health-related information

• Sensory preferences and support considerations

• Relevant safety needs and individual risks

• Support plans and information required for service delivery

• Preferences for support-worker matching

• Feedback about services and support relationships

We recognise that health information, disability information and other sensitive information require particular care.

We only collect sensitive information with appropriate consent where required or where collection is otherwise permitted by law.

Employment and professional information

We may collect relevant personal and professional information from employees, support workers, applicants, contractors and referral partners.

Depending on the role and applicable requirements, this may include qualifications, professional experience, references, employment history, screening information and relevant compliance documentation.

3. Children's and young people's privacy

Brighter Days Support works with children, teenagers and their families. We recognise that young people's personal information deserves particular care and protection.

When collecting information about a child or young person, we consider their age, maturity, capacity to understand the collection and use of their information, and the circumstances in which support is being provided.

Where appropriate or required by law, we seek consent from a parent, guardian or other legally authorised representative.

We also respect the developing independence, preferences and privacy rights of young people.

We aim to involve young people in decisions about their information wherever appropriate, while balancing their privacy, safety, legal rights and support requirements.

Information about children and teenagers is collected and shared only where reasonably necessary, authorised or otherwise permitted by law.

We do not publish identifiable photographs, testimonials or personal stories about a child or young person for promotional purposes without obtaining the appropriate permissions and consent.

4. How we collect information

We generally collect personal information directly from you when you:

• Contact us by phone or email

• Submit an enquiry through our website

• Complete a Facebook or Instagram enquiry form

• Request information about our services

• Arrange or receive support

• Communicate with our team

• Provide feedback or make a complaint

• Apply to work with Brighter Days Support

We may also receive personal information from an authorised parent, guardian, family member, support coordinator, plan manager, healthcare professional, school representative or another referral partner.

Where information is provided by someone other than the individual concerned, we take reasonable steps to ensure the collection is appropriate and authorised.

You may make a general enquiry without providing detailed medical information. Additional information may be required before individual support can be assessed or arranged.

Where lawful and practical, individuals may make an initial enquiry without identifying themselves or by using a pseudonym.

5. How we use personal information

We use personal information for purposes reasonably connected with providing and administering our services.

These purposes may include:

• Responding to enquiries and requests for information

• Understanding individual support preferences and goals

• Assessing whether our services are suitable

• Matching individuals with appropriate support workers

• Planning, coordinating and delivering services

• Communicating with families and authorised representatives

• Supporting continuity and consistency of care

• Managing service agreements, invoicing and administration

• Maintaining appropriate support and business records

• Managing recruitment and worker compliance

• Responding to feedback, incidents and complaints

• Maintaining service quality and safety

• Meeting legal, regulatory and professional obligations

We may use contact information to follow up on an enquiry or referral that you have made.

We do not use sensitive health or disability information for unrelated marketing or advertising purposes without the appropriate consent or other lawful basis.

6. Health information and individual support needs

We recognise that information relating to autism, ADHD, disability, health, developmental needs and individual circumstances can be particularly sensitive.

We aim to collect only the information reasonably necessary to understand a person's support requirements and deliver appropriate services.

Depending on the circumstances, this may include information relating to communication, sensory preferences, daily routines, personal goals, relevant safety considerations or other matters that may affect how support is provided.

Where required, we seek appropriate consent before collecting, using or disclosing sensitive health or disability information.

We also recognise the role of parents, guardians and legally authorised representatives where relevant.

Support coordinators, allied health professionals, schools and other referral partners are encouraged to contact us initially without including identifiable clinical reports or detailed health information in ordinary email.

Where additional sensitive information is needed, our team can discuss an appropriate information-sharing process before documents are exchanged.

7. Website enquiries, Facebook and Instagram lead forms

Brighter Days Support may collect enquiries through our website and advertising platforms, including Facebook and Instagram.

When you submit an online enquiry, we may collect information such as:

• Your name

• Phone number

• Email address

• Suburb or postcode

• General service preferences

• Information you choose to provide about your enquiry

We use this information to respond to your request, discuss relevant services and determine whether Brighter Days Support may be able to assist.

When you submit an enquiry through a Meta platform, such as a Facebook or Instagram instant form, the information is also processed by Meta according to its applicable terms and privacy practices.

We may access and manage submitted enquiry details through Meta's advertising and lead management tools or authorised business systems.

We ask that detailed medical histories, diagnostic reports and sensitive personal information are not submitted through initial advertising enquiry forms.

Submitting an enquiry does not automatically enrol you or another person in our services.

8. Website analytics, cookies and advertising technologies

Our website may use cookies, analytics tools, advertising pixels and similar technologies to understand website activity, maintain website functionality, measure advertising performance and improve the experience of visitors.

These technologies may collect or process information such as:

• Browser and device information

• Internet protocol (IP) address

• Website pages visited

• Referral sources

• General interaction and conversion events

• Cookie identifiers and other online identifiers

We may use advertising and measurement tools provided by platforms such as Google and Meta, where enabled.

These tools may involve information being processed by third-party providers, including providers operating outside Australia.

We aim to provide appropriate information and choices about tracking technologies and comply with applicable requirements concerning consent, transparency, disclosure and direct marketing.

Visitors may be able to manage cookies through browser settings and any privacy controls made available on our website.

We do not intentionally send sensitive health or disability details through advertising tracking technologies for targeting or profiling purposes.

9. Marketing communications

We may occasionally provide information about Brighter Days Support, our services or relevant updates where permitted by law.

We respect your communication preferences and do not use personal information for unrelated promotional purposes without an appropriate legal basis.

Where marketing communications are sent, we will provide a way to opt out where required by applicable law.

You may contact us at any time to request that we stop sending direct marketing communications.

We do not sell personal information to advertisers or other organisations.

10. When we may share information

We respect confidentiality and only disclose personal information where reasonably necessary, authorised or required by law.

Depending on the circumstances, information may be shared with:

• Support workers involved in providing agreed services

• Authorised parents, guardians or representatives

• Support coordinators and plan managers

• Relevant allied health or healthcare professionals

• Other service providers involved in agreed support arrangements

• Authorised business administration or technology providers

• Professional advisers, where appropriate

• Government agencies or regulators where required or authorised by law

We take reasonable steps to ensure that information sharing is appropriate to the purpose and circumstances.

We do not disclose personal information simply because another person requests it.

We may use authorised technology providers to support communications, website operations, administrative systems, advertising, enquiry management and service records.

These arrangements are subject to applicable privacy and confidentiality obligations.

11. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Personal information may be stored in authorised business email accounts, electronic records, service administration systems, client management systems and other approved business technologies.

Our information security practices aim to include:

• Access restrictions based on business and service requirements

• Appropriate account and system security

• Confidential handling of sensitive information

• Reasonable administrative and technical safeguards

• Appropriate procedures for managing information access

• Secure disposal or de-identification when information is no longer required

No method of electronic transmission or storage can be guaranteed to be completely secure.

We aim to regularly review privacy and security risks associated with the information we collect and hold.

If a data breach occurs, we will assess and respond to the incident in accordance with applicable legal obligations, including notification requirements where relevant.

12. Overseas storage and disclosure

Some of our website hosting, email, advertising, analytics and other technology service providers may process, store or access personal information outside Australia.

The locations involved depend on the providers and services being used.

Where personal information is likely to be disclosed to overseas recipients, we will take steps required by applicable Australian privacy laws.

Where practicable and required, we will identify the countries in which overseas recipients are likely to be located.

We will review this section as our business systems and technology arrangements change.

13. Accessing and correcting your information

You may contact Brighter Days Support to request access to personal information we hold about you or to request correction of information that is inaccurate, incomplete, misleading or out of date.

Where a request involves information about a child or young person, we may need to consider the person's age, capacity, privacy rights and the legal authority of the person making the request.

We may ask for information to verify your identity or authority before responding.

We consider access and correction requests in accordance with applicable privacy laws and explain any lawful reason for refusing a request.

Please contact us using the details provided at the end of this policy.

14. Retention of personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, for providing services, or for meeting applicable legal, regulatory and record-keeping obligations.

Different categories of records may have different retention requirements, including records relating to disability support, children, service administration, employment and financial transactions.

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it unless continued retention is required or authorised by law.

15. Privacy concerns and complaints

If you have a question or concern about how Brighter Days Support has collected, used, stored or disclosed personal information, please contact our team.

We take privacy concerns seriously and aim to address them respectfully, fairly and within a reasonable timeframe.

We may contact you for additional information where necessary to understand or investigate a concern.

If you are dissatisfied with our response, you may be entitled to raise your concern with the Office of the Australian Information Commissioner (OAIC) or another relevant privacy regulator.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, operational practices, technology or legal obligations.

The latest version will be made available on our website with the date of the most recent update.

We encourage visitors and families to review this policy periodically.

17. Contact us

If you have questions about this Privacy Policy, would like to request access to or correction of personal information, or wish to raise a privacy concern, please contact:

Brighter Days Support Pty Ltd

ABN: 28 676 585 283

For information about Australian privacy rights, visit the Office of the Australian Information Commissioner.