Privacy Policy

Who we are

Optimal Options is a registered NDIS disability support provider. This policy applies to all participants we support, their families and nominees, prospective participants, our staff, and visitors to our website.

We take our responsibility to handle your information carefully very seriously. We operate in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the requirements of the NDIS Practice Standards.

What information we collect

We only collect information we actually need to deliver safe, quality support. This typically includes:

• Your name, date of birth, address, and contact details
• NDIS number, plan details, and funding category
• Goals, preferences, routines, and the kind of support you'd like
• Relevant health information — including diagnoses, medications, allergies, behaviour support plans, and treating practitioners — where it affects your safety or our support
• Information about your nominees, guardians, family, or support coordinator
• Records of the support we've delivered, including shift notes and incidents
• Feedback, compliments, and complaints

Why we collect it

We use your information to:

• Plan and deliver your supports safely and consistently
• Match you with workers who suit your goals and preferences
• Coordinate with your treating health team, support coordinator, or family — only when you've agreed
• Meet our obligations to the NDIS Quality and Safeguards Commission and other regulators
• Invoice for services delivered
• Continuously improve our service, train staff, and respond to feedback

Who we share it with

We share only what's necessary, and only with people who genuinely need to know:

• Your support team — the workers, coordinators, and managers directly involved in your supports
• Your treating professionals and external coordinators — only when you (or your nominee) have given consent
• Regulators and funders — including the NDIA, NDIS Commission, and government auditors, when required by law
• Emergency services and next-of-kin — in the event of an emergency where there is a serious risk to life or safety

We do not sell your information, and we do not use it for marketing without your explicit permission.

How we store and protect it

Records are stored in access-controlled cloud-based systems hosted in Australia. Paper documents are kept securely and only handled by authorised staff. All workers complete privacy and confidentiality training before they support a participant, and we audit access to records regularly.

We retain records for the periods required by NDIS rules and Australian law (generally seven years from the end of services), and securely destroy them afterwards.

Your rights

You have the right to:

• Access the personal information we hold about you
• Ask us to correct anything that's wrong or out of date
• Withdraw consent to share information at any time (we'll explain what this means for your supports)
• Make a complaint about how we've handled your information

To exercise any of these rights, please contact us using the details below.

Updates to this policy

We review this policy from time to time. The current version, with the date last updated, will always live on this page.