Privacy Policy, Information Management & Website Terms

Effective Date: 2 July 2026
Version: 1.0
Last Reviewed: 2 July 2026

Our Commitment

At Horizon Living Group Pty Ltd, we are committed to protecting the privacy, dignity, rights and personal information of every participant, family member, representative, employee, contractor, volunteer and visitor who engages with our organisation.

As a Registered NDIS Provider, we understand that trust is built through professionalism, integrity, transparency and accountability. Protecting confidential information is fundamental to delivering safe, person-centred, high-quality disability supports.

Our commitment extends beyond legal compliance. We believe every individual has the right to know how their personal information is collected, used, stored and protected. We are committed to maintaining the highest standards of privacy, information security and ethical practice across every aspect of our organisation.

We recognise that protecting privacy is essential to building trusted relationships with participants, families, employees, healthcare professionals and the wider community. Privacy is not only a legal responsibility—it is a fundamental part of delivering safe, respectful and person-centred disability supports.

Our privacy and information management practices comply with applicable Australian legislation, including:

• Privacy Act 1988 (Cth)
• Australian Privacy Principles (APPs)
• National Disability Insurance Scheme Act 2013
• NDIS Practice Standards
• NDIS Code of Conduct
• Other applicable Commonwealth and State legislation

Our Privacy Principles

Horizon Living Group is committed to handling personal information lawfully, fairly and transparently.

Our privacy practices are guided by the following principles:

• We only collect information that is reasonably necessary.
• We explain why information is collected.
• We collect information fairly and respectfully.
• We protect information using secure systems and processes.
• We only share information where authorised or legally required.
• Individuals have the right to access and correct their information.
• Privacy concerns are taken seriously and managed promptly.
• Continuous improvement forms part of our information governance framework.

Definitions

To help explain this Privacy Policy, the following definitions apply:

Personal Information

Personal Information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, as defined under the Privacy Act 1988 (Cth). This may include information such as a person’s name, contact details, date of birth, health information, NDIS participant details or other information that identifies an individual.

Sensitive Information

Sensitive Information is a category of Personal Information that receives additional protection under Australian privacy legislation. It includes health information, disability information and other sensitive personal information. Horizon Living Group only collects Sensitive Information where it is reasonably necessary to provide our services, with the individual’s consent, or where authorised or required by law.

Information We Collect

Depending on the services provided, we may collect information including:

• Full name and date of birth
• Contact details
• Emergency contact information
• NDIS participant information
• NDIS plan details
• Medical history
• Health information
• Medication information
• Allied health reports
• Support plans
• Risk assessments
• Behaviour support information
• Incident records
• Service delivery documentation
• Financial and billing information
• Communication records
• Feedback and complaints
• Employment and recruitment information (where applicable)

We only collect information that is relevant to providing safe, effective and individualised supports.

Why We Collect Personal Information

Personal information helps us deliver safe, responsive and person-centred services.

We collect information to:

• provide disability supports
• develop individual support plans
• protect participant health and safety
• coordinate supports with authorised healthcare professionals
• communicate with participants and representatives
• meet NDIS funding requirements
• manage invoices and financial administration
• comply with legal and regulatory obligations
• investigate incidents and complaints
• monitor service quality
• improve our services through continuous improvement

Where possible, we will explain why information is being collected before or at the time it is collected.

How We Collect Information

Information may be collected through:

• participant enquiries
• referrals
• intake meetings
• service agreements
• support planning
• assessments
• medical documentation
• communication with authorised representatives
• website enquiry forms
• recruitment applications
• email correspondence
• telephone conversations
• ongoing service delivery

Where practical, personal information is collected directly from the individual or their authorised representative.

Information You Provide Through Our Website

When you visit our website, you may voluntarily provide personal information by:

• completing an enquiry form
• requesting information
• making a referral
• contacting our office
• applying for employment
• subscribing to future updates

Information submitted through our website is used only for the purpose for which it was provided.

Website Cookies & Analytics

Our website may automatically collect limited technical information including:

• browser type
• operating system
• IP address
• pages visited
• time spent on the website
• referring websites
• cookies
• anonymous website usage statistics

Cookies help improve website functionality and user experience.

You may disable cookies through your browser settings at any time; however, some website features may not function correctly.

Marketing Communications

Where you choose to subscribe to updates or communications from Horizon Living Group, we may occasionally send information about our services or organisational updates.

You may unsubscribe at any time by contacting us or using any unsubscribe option provided.

We do not send unsolicited marketing communications.

Information Sharing

Horizon Living Group respects the confidentiality of all personal information.

Information is only disclosed where:

• the participant has provided consent
• disclosure is necessary to deliver supports
• disclosure is authorised by the participant
• disclosure is required by law
• disclosure is necessary to prevent serious risk to health or safety

Information may be shared, where appropriate, with:

• participants
• nominated representatives
• guardians
• support coordinators
• plan managers
• NDIA
• healthcare professionals
• hospitals
• emergency services
• auditors
• insurers
• regulatory authorities
• legal advisers where legally required

We never sell, rent or trade personal information.

Information Management

Horizon Living Group maintains secure systems to ensure participant information remains:

• accurate
• complete
• current
• confidential
• protected
• accessible only by authorised personnel

Access is granted strictly on a need-to-know basis.

Every employee and contractor has an obligation to protect confidential information throughout and after their engagement with Horizon Living Group.

Information Security

Protecting confidential information is a core organisational responsibility.

We implement appropriate administrative, physical and technical safeguards including:

• secure electronic record systems
• encrypted data transmission where appropriate
• password protected systems
• restricted user permissions
• staff confidentiality agreements
• cybersecurity controls
• regular software updates
• secure document storage
• ongoing staff training
• internal compliance monitoring

While no electronic system can guarantee absolute security, Horizon Living Group continually reviews and strengthens its security practices to minimise risk.

Data Breach Response

Should Horizon Living Group become aware of a privacy breach that may result in serious harm, we will:

• immediately investigate the incident
• take appropriate action to contain the breach
• assess potential impacts
• notify affected individuals where required
• comply with the Australian Notifiable Data Breaches Scheme where applicable
• implement corrective actions to prevent recurrence

Participant Rights

Every participant has the right to:

• be treated with dignity, courtesy and respect
• receive safe, high-quality supports
• exercise choice and control
• participate in decisions affecting their services
• have their privacy respected
• receive information they can understand
• access personal records where permitted by law
• involve an advocate or representative
• receive culturally safe and inclusive supports
• make complaints without fear of disadvantage

Horizon Living Group respects every person’s individuality, culture, identity, beliefs, language, sexuality and personal preferences.

Safeguarding Commitment

The safety, dignity and wellbeing of participants are central to everything we do.

Horizon Living Group maintains zero tolerance for:

• abuse
• neglect
• exploitation
• violence
• harassment
• bullying
• discrimination
• restrictive practices that are not authorised

Safeguarding principles are embedded throughout recruitment, onboarding, supervision, risk management, participant planning, incident reporting and continuous improvement.

All workers have an obligation to report actual or suspected risks immediately.

Accessibility & Inclusion

Horizon Living Group is committed to ensuring our services are accessible to everyone.

Where appropriate we provide reasonable adjustments including:

• plain language communication
• interpreters
• translated information
• alternative communication methods
• family or representative involvement
• accessible documentation
• individual communication supports

We strive to ensure every person can engage with our services confidently and respectfully.

Employee & Recruitment Privacy

We also collect personal information relating to prospective and current employees.

This information may include:

• resumes
• qualifications
• police clearances
• NDIS Worker Screening information
• employment history
• payroll information
• training records
• compliance documentation

Employee information is managed confidentially and only for legitimate employment purposes.

Access to Personal Information

Individuals may request access to their personal information or request corrections where information is inaccurate, incomplete or out of date.

Requests will be managed in accordance with applicable privacy legislation and organisational procedures.

To protect your privacy and the privacy of others, Horizon Living Group may request reasonable proof of identity before providing access to personal information or making corrections to personal records.

Where access cannot be provided, we will explain the reasons where permitted by law.

Retention of Information

Personal information is retained only for as long as necessary to:

• deliver supports
• meet NDIS record keeping obligations
• comply with legal requirements
• resolve complaints
• respond to regulatory requests
• maintain organisational records

When information is no longer required, it is securely destroyed or permanently de-identified where appropriate.

Complaints & Feedback

We welcome compliments, feedback and complaints as valuable opportunities for continuous improvement.

Feedback may be provided:

• in person
• by telephone
• by email
• in writing
• through an authorised representative

All complaints are managed fairly, respectfully, confidentially and without victimisation.

We aim to acknowledge complaints within 7 business days and will investigate and respond as promptly as reasonably practicable, taking into account the nature and complexity of the matter.

Where appropriate, complaints are investigated promptly and corrective actions implemented to improve our services.

If you are not satisfied with the outcome of a complaint, you may contact:

NDIS Quality and Safeguards Commission

For privacy-related concerns, you may also contact:

Office of the Australian Information Commissioner (OAIC)

Intellectual Property

Unless otherwise stated, all content published on this website, including text, logos, branding, graphics, policies, documents and images, is the property of Horizon Living Group Pty Ltd.

No material may be copied, reproduced, distributed or published without prior written permission.

Third-Party Websites

Our website may contain links to third-party websites or utilise third-party services such as mapping services, analytics providers or social media platforms.

These external websites operate independently and have their own privacy policies.

Horizon Living Group accepts no responsibility for the privacy practices or content of third-party websites.