Privacy Policy

Introduction

Live Free Health is governed by both National and State Laws relating to the access, storage and sharing of personal information. The Privacy Policy set out below has been developed in accordance with the following laws and guidelines:

We endeavour to maintain a high quality of privacy and protection for all clients and stakeholders that we engage with and will review this policy annually or as required.

What our Privacy Policy will tell you:

  • What information of yours we collect;

  • How we collect your personal information;

  • How we store your personal information;

  • How we use your information;

  • Who we might share information with;

  • How you can access your information;

  • How we will handle any breaches in information;

  • How to make a complaint or enquiry regarding the safety of your personal information.

List of Definitions

You / your: The participant and client of Live Free Health.

Us / we: Live Free Health

Support person: this can refer to personal support people such as a carer, friend or family member, or may refer to a professional support such as a support coordinator, support work or healthcare practitioner.

What information of yours does Live Free Health collect?

Live Free Health collects personal information of yours that is used to assist us in providing you with relevant services including therapy support. This includes but is not limited to:

  • Your name;

  • Date of birth;

  • Your address;

  • Your contact details including phone and email, or the contact of a relevant support person or carer;

  • Your relevant medical history, where reasonably required. This may be collected directly from you, from a support person, or directly from a treating party such as a General Practitioner (GP) or specialist healthcare provider.

    • Informed consent will be sought when accessing your personal medical history from a healthcare provider including your GP.

  • Your NDIS plan details including how funds are managed and who they are managed by.

We may also collect Sensitive Information which is defined in the Privacy Act 1988 as personal information that includes information or an opinion about an individual’s:

  • Racial Or Ethnic Origin;

  • Political Opinions Or Associations;

  • Religious Or Philosophical Beliefs;

  • Trade Union Membership Or Associations;

  • Sexual Orientation Or Practices;

  • Criminal Record;

  • Health Or Genetic Information;

  • Some Aspects Of Biometric Information.

Live Free Health will only collect personal and sensitive information for the purpose of providing client centred care and will only use this information if relevant to providing such care.

How we collect your personal information

Your personal information may be collected through any of the following means:

  • Our online referral form which may be submitted by yourself or a support person.

  • Email, including emailed forms;

  • Phone calls.

How we store your personal information:

  • Live Free Health utilises third party client management software that stores your personal information. The third party softwares used to hold and maintain information utilise secured computer systems and databases with industry-standard security measures to safeguard your information.

  • Live Free Health utilises electronic storage of all information. Where information has been stored on paper, this is disposed of regularly via secure methods of destruction including shredding.

  • Live Free Health adopts the following safeguards to reduce the risk of misuse of your personal data. These include, but are not limited to:

    • Any staff employed by Live Free Health are required to understand the Privacy Policy and are informed on safeguard controls utilised by us;

    • Ensuring that any electronic device used to access your information is protected by passwords and has up to date electronic protections on it to reduce the risk of cyber attack that may lead to a data breach;

    • Audits of personal information and review of the Privacy Policy will be conducted at least every 12 months or more frequently as required.

  • In accordance with NSW Privacy Laws as detailed in the Health Records and Information Privacy Act 2002, Live Free Health is required to retain your personal information for 7 years from the last occasion when a health service was provided (if you were over the age of 18 when the information was collected), or until you turn 25 years old (if your information was collected when you were under the age of 18).

How we use your information:

  • Live Free Health collects your personal information for the purpose of providing you with therapeutic support services;

  • On occasion, Live Free health may use aspects of your data for internal analytic purposes only. For example, we may use parts of your data, such as your location, to determine the geographical spread of clientele;

  • Live Free Health does not share your information to third parties for the purpose of marketing.

Who we might share information with:

  • As part of our provision of services, we may at times be required to share your personal information for the sole purpose of being able to provide full support. Third parties that we may share your information with include but are not limited to the following:

  • Equipment suppliers relevant to services provided by us (for example, if we are prescribing a piece of assistive technology such as a wheelchair, then we will need to share you personal information in order to obtain quotes and confirm product suitability and availability);

  • Tradespeople including builders for the purpose of obtaining quotes and feedback relevant to services provided by us (for example, if we are prescribing home modifications, then we will need to share your personal information in order to obtain quotes for such works);

  • Support service providers or other healthcare professionals. If a circumstance arises where we are assisting you to link in with a new support, then we may need to share your personal information to do so.

  • At all times we will take reasonable measures to ensure that informed consent is obtained prior to sharing your personal information with any third party. Information we share will be for the sole purpose of providing you with therapeutic support.

  • There may be circumstances also where we are required to share your personal information as authorised by law, such as in the case of a court subpoena.

How you can access your information:

  • You have the right to request access to personal information held about you and have the right to request that information be corrected, should you believe it to be false or inaccurate;

  • Should you wish to access personal information held about you you can request this by through the following contact:

How we will handle any breaches in information:

Live Free Health endeavours to maintain high standards of data security through its use of security software and use of secure servers. If there is a breach which results in the unwilling or unlawful sharing of your information, Live Free Health will notify you of the privacy breach and will complete a detailed investigation into how the breach occurred. We will then review our policies and procedures to reduce to risk of this occurring again.

How to make a complaint or enquiry regarding the safety of your personal information:

  • Should you wish to make a complaint, or enquire about the safety of your personal data, please use the webform on our website.

  • Once a complaint or enquiry has been received, this will be reviewed and investigated by us within 5 business days and you will be contacted and advised of any further action required.

  • If you are unsatisfied with the response you can contact the NDIS Quality and Safeguards Commission;

  • If you are still unsatisfied with the response, you may take your complaint to the Office of the Australian Information Commissioner (OAIC).

Policy updated 7/1/2025.