Privacy Policy

1. Who we are

5M Community Services Pty Ltd (“5M Community Services”, “we”, “us”) is a registered NDIS service provider based in Gregory Hills, New South Wales, supporting participants across South-West Sydney. We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our obligations as an NDIS provider under the National Disability Insurance Scheme Act 2013 (Cth) and the NDIS Practice Standards.

2. Information we collect

Depending on how you deal with us, we may collect:

• Contact details: your name, phone number, email address and residential address.
• Enquiry details: anything you choose to tell us when you contact us or submit a form on our website.
• NDIS and health information: if you become (or refer) a participant, we may collect information such as an NDIS number, plan details, disability and health information, support needs, and emergency contacts. This is sensitive information and we only collect it with your consent, or as permitted by law.
• Incident information: details submitted through our incident report form, which we are required to record and act on as a registered NDIS provider.

3. How we collect it

We collect personal information directly from you when you call us, email us, visit us, or submit one of the forms on this website (our contact form, NDIS referral form or incident report form). Sometimes we receive information about a participant from someone else, for example a family member, guardian, support coordinator or the National Disability Insurance Agency (NDIA), in which case we take reasonable steps to make sure the participant knows we have it.

4. Why we collect it

We collect and use personal information to:

• respond to your enquiries and provide you with information about our services;
• deliver NDIS supports and manage our relationship with participants and their families;
• meet our legal and regulatory obligations as a registered NDIS provider, including reporting, quality and safeguarding requirements;
• improve our services and our website.

We do not sell personal information, and we do not use it for direct marketing without your consent.

5. Our website, analytics & cookies

Our website uses a small number of third-party services which may set cookies or collect technical information (such as your IP address, browser type and pages visited) when you use the site:

• Google Analytics: helps us understand how visitors use our website (for example, which pages are popular) so we can improve it. The information collected is aggregated and does not identify you personally. You can opt out using the Google Analytics opt-out browser add-on.
• Google Maps: the map on our contact page is provided by Google and may set its own cookies when it loads.
• Google Reviews: the reviews shown on our website are retrieved from our Google Business Profile.

These services are operated by Google LLC, and information they collect is handled under Google’s Privacy Policy. We do not run advertising or remarketing cookies on this website. Most browsers let you block or delete cookies through their settings. The website will still work if you do.

6. Who we share information with

We only share personal information where it is needed to deliver our services or where the law requires it. Depending on your circumstances this may include:

• the National Disability Insurance Agency (NDIA) and the NDIS Quality and Safeguards Commission;
• your nominated representatives, such as a family member, guardian or support coordinator;
• health professionals involved in your care, with your consent;
• service providers who help us run our organisation (for example, IT and website hosting providers), under obligations of confidentiality.

We do not routinely send personal information overseas.

7. How we store and protect it

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. Information submitted through our website is transmitted over a secure (HTTPS) connection. Records are kept only as long as they are needed for the purposes described above or as required by law (NDIS rules require us to keep certain records for set periods), after which they are securely destroyed or de-identified.

8. Accessing or correcting your information

You may ask us at any time for access to the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below and we will respond within a reasonable time. There is no charge for making a request.

9. Questions and complaints

If you have a question about this policy, or you believe we have mishandled your personal information, please contact us first. We take privacy complaints seriously and will investigate and respond promptly. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

10. Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the date it was last updated shown at the top.