Privacy & Confidentiality

How Help Happens protects your information

Help Happens is committed to protecting your privacy, dignity, and personal information. We follow all requirements under:

• NDIS Practice Standards – Privacy & Dignity

• NDIS Code of Conduct

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

We only collect information that is necessary to provide safe, high‑quality psychosocial recovery coaching.

1. What information we collect

We may collect information such as:

• Your name, contact details, and emergency contacts

• NDIS number and plan details

• Information about your goals, needs, and preferences

• Case notes, progress notes, and support records

• Cultural, communication, or accessibility needs

• Information you choose to share about your wellbeing or support network

We do not collect information that is unnecessary or unrelated to your supports.

2. How we collect information

We collect information:

• Directly from you

• From your authorised representative (if you choose)

• From other providers, but only with your consent

• Through forms, email, or communication with you

You can choose what information you share unless required by law or safety obligations.

3. How we use your information

Your information is used to:

• Provide psychosocial recovery coaching

• Understand your goals and support needs

• Coordinate supports (with your consent)

• Maintain accurate records for safety and quality

• Meet NDIS and legal compliance requirements

We will never use your information for marketing or any purpose you have not agreed to.

4. How we store and protect your information

We use secure systems to protect your information, including:

• Password‑protected devices

• Encrypted digital storage

• Restricted access for authorised personnel only

• Secure record‑keeping practices in line with NDIS requirements

We take all reasonable steps to prevent loss, misuse, or unauthorised access.

5. Confidentiality

Everything you share with Help Happens is confidential. We will not share your information without your consent unless:

• There is a serious risk to your safety or someone else’s

• We are legally required to share information

• It is necessary to report an NDIS incident or concern

• You have authorised us to communicate with another provider

Where safe and appropriate, we will discuss any required disclosure with you first.

6. Your rights

You have the right to:

• Access your personal information

• Request corrections to inaccurate information

• Withdraw consent for information sharing

• Ask how your information is stored or used

• Make a complaint if you believe your privacy has been breached

We will respond respectfully and promptly.

7. How long we keep information

We keep records for the time required under NDIS and Australian law. When information is no longer required, it is securely destroyed.

8. Website privacy

When you use our website:

• We do not track personal data without your consent

• Any information submitted through forms is encrypted

• We do not sell or share website data with third parties

9. Complaints about privacy

If you have concerns about your privacy, you can contact us directly. You may also contact:

• Office of the Australian Information Commissioner (OAIC)

• NDIS Quality and Safeguards Commission

We can support you to access advocacy if needed.