Privacy Policy
NexGen Aid is committed to protecting your personal and sensitive information in full accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy describes how NexGen Aid Pty Ltd ("NexGen Aid", "we", "our" or "us") collects, uses, discloses and protects personal information, including sensitive information, in the course of providing NDIS supports and services. This policy applies to all individuals who interact with NexGen Aid, including NDIS participants, their families, support coordinators, plan managers, referrers and website visitors.
We comply with the Privacy Act 1988 (Cth) ("Privacy Act"), the Australian Privacy Principles ("APPs") set out in Schedule 1 to that Act, the National Disability Insurance Scheme Act 2013 (Cth) ("NDIS Act"), and applicable NDIS Practice Standards regarding privacy and dignity of risk.
Information We Collect
We collect personal information that is reasonably necessary to provide NDIS supports and fulfil our obligations as a registered NDIS provider. The types of information we collect include:
Identity & Contact Information
- Full name and date of birth
- Residential and postal address
- Phone number and email address
- Emergency contact details
NDIS Information
- NDIS participant number
- NDIS plan details and funding categories
- Plan management / self-management status
- Support coordinator details
Health & Disability Information
- Diagnosis, disability type and functional impact
- Medical history relevant to support needs
- Behaviour support plans
- Risk assessments and safety plans
Website & Technical Data
- IP address and browser type
- Pages visited and referring URLs
- Contact form submissions
- Cookie and analytics data
Health and disability information is classified as sensitive information under the Privacy Act. We only collect such information with your consent, or where collection is required or authorised by law.
Why We Collect Your Information
We collect, hold and use personal information for the following primary purposes:
- Service Delivery
To provide you with personalised NDIS supports including Support Coordination, Short Term Accommodation (STA), Personal Care, Community Participation and other registered services.
- NDIS Claims & Billing
To submit service bookings, progress claims and invoices to the NDIS portal (myplace) or to plan managers, and to verify that services delivered align with your funded plan.
- Legal & Regulatory Compliance
To comply with obligations under the NDIS Act 2013, NDIS Practice Standards, Quality & Safeguards Commission requirements, Work Health & Safety laws, and other applicable legislation.
- Communication
To respond to your enquiries, referrals and feedback, and to send you relevant information about our services, updates or changes that affect your supports.
- Quality Improvement
To improve the quality and safety of our services, conduct internal audits, and report to our governing body and any NDIS auditors.
We will not use your personal information for any purpose beyond those listed above without your prior consent, unless required or authorised by law (APP 6).
How We Store & Protect Your Information
We take the security of your personal information seriously and implement appropriate technical and organisational safeguards to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure (APP 11).
Hosting & Infrastructure
Our website is hosted on Vercel's edge network, which provides enterprise-grade security including DDoS protection, automatic TLS encryption (HTTPS) for all data in transit, and ISO 27001-aligned data centre operations. All communications between your browser and our website are encrypted using TLS 1.2 or higher.
Participant Records
Participant service records, progress notes and NDIS documentation are stored in secure, access-controlled systems. Access is restricted to NexGen Aid staff who need the information to perform their duties, and is governed by role-based permissions.
No Sale of Personal Information
We do not sell, trade, rent or barter your personal or sensitive information to any third party for commercial purposes. Your information is used solely for the purposes described in this policy.
Retention & Destruction
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. NDIS participant records are retained for a minimum of 7 years (or 25 years for records relating to children) in accordance with NDIS Practice Standards. When no longer required, records are securely deleted or de-identified.
Disclosure to Third Parties
We may disclose your personal information to third parties in the following circumstances. In each case, we only share what is necessary and, where applicable, seek your consent beforehand.
| Recipient | Reason | Legal Basis |
|---|---|---|
| NDIS Quality & Safeguards Commission | Incident reporting, registration, and compliance obligations | NDIS Act 2013; APP 6.2(b) |
| NDIA (National Disability Insurance Agency) | Service booking verification and payment claims via myplace portal | NDIS Act 2013; Participant consent |
| Plan Managers | Invoice processing and financial management on behalf of participant | Participant authorisation; APP 6.1(a) |
| Support Coordinators | Coordination of supports, progress updates and plan reviews | Participant consent; APP 6.1(a) |
| Health & Allied Health Professionals | Referrals, assessments and clinical communications where authorised | Participant consent; APP 6.2(a) |
| Government & Law Enforcement | Where required by law, court order, or to prevent serious threat to health or safety | APP 6.2(b); APP 6.2(c) |
| IT & Cloud Service Providers | Data storage, hosting and software services under strict data processing agreements | APP 8; Contractual obligation |
We do not disclose personal information to overseas recipients unless we have taken reasonable steps to ensure they comply with the APPs or you have consented to such disclosure (APP 8).
Your Rights
You have rights regarding your personal information under the Privacy Act. These include:
Right of Access
Request a copy of the personal information we hold about you (APP 12).
Right of Correction
Request correction of inaccurate, outdated or incomplete information (APP 13).
Right to Complain
Lodge a privacy complaint with us or escalate to the OAIC (APP 1.4).
How to Exercise Your Rights
To request access or correction, or to lodge a complaint, please contact our Privacy Officer in writing at admin@nexgenaid.com.au. We will respond within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Cookies & Website Analytics
Our website at nexgenaid.com.au may use cookies and similar tracking technologies to improve your browsing experience and to understand how visitors interact with our site.
We do not use cookies to collect sensitive personal information, and we do not engage in targeted advertising using participant data.
Privacy Enquiries & Contact
If you have any questions, concerns or requests relating to this Privacy Policy or how we handle your personal information, please contact our Privacy Officer:
We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days. If you are not satisfied, you may contact the OAIC at oaic.gov.au or on 1300 363 992.
Policy Information
This Privacy Policy is effective from 1 July 2026. We may update this policy from time to time to reflect changes in legislation, our services or best practice. The current version will always be available at nexgenaid.com.au/privacy-policy. We encourage you to review this page periodically.
Last reviewed: July 2026 | NexGen Aid Pty Ltd | ABN available on request
Have a Privacy Question?
Our team is here to help. Contact us directly and we'll respond within one business day.
Contact Us