Keypoint Care Solutions Pty Ltd (ABN 99 678 159 469), trading as KeyPoint Care Solutions, respects your privacy and your right to make decisions about your information. This policy explains how we propose to handle personal information when you contact us, make a referral, use our website or receive our services.
Contact us at contact@keypointcaresolutions.au or 0458 888 427. You can ask for help understanding this policy, communication support or another way to provide information.
What information we collect
For an initial enquiry or referral, we ask for contact details, the referrer's relationship to the participant, the participant's name and suburb or postcode, the support being sought, contact preferences and confirmation of consent or lawful authority. You may choose to provide brief information about goals, funding and communication needs. Please share only what is needed for us to understand the enquiry.
If you proceed to intake or services, additional information may be needed to assess and deliver safe, suitable support. Depending on the service, this may include identity and representative details, relevant health or disability information, support and risk assessments, emergency contacts, NDIS plan information, service arrangements and billing details. We will explain why it is needed when we ask.
We may also receive feedback, complaints and correspondence. Our website and service providers may process technical information such as IP addresses, browser information, security logs and form timestamps.
How and why we collect it
We aim to collect information directly from you where practicable. With your consent, or where otherwise permitted or required by law, we may receive relevant information from a person acting for you, a referrer, other service providers or the NDIA.
We use information to respond to enquiries, check service suitability and availability, contact the agreed person, arrange and deliver supports, coordinate authorised care, manage safety and quality, administer services and payments, and handle feedback or complaints. We may also use or disclose information to meet legal, regulatory and safeguarding obligations.
Health and other sensitive information will generally be collected with consent and where reasonably necessary for our functions or services, subject to lawful exceptions. We will not treat a family relationship or the act of completing a form as automatic authority to make every decision for a participant.
Your choices and consent
You can ask questions, choose what optional information to provide, tell us who may be contacted and ask to change or withdraw consent for future uses or disclosures that depend on that consent. Contact us using the details above. Withdrawal does not undo actions already lawfully taken, and some records or disclosures may still be required or permitted by law.
If you do not provide information that is reasonably necessary, we may be unable to assess a referral, respond through your preferred channel or deliver a particular support. We will explain the practical effect and discuss alternatives where available. You may make a general enquiry or complaint anonymously or using a pseudonym where lawful and practicable; some service and follow-up requests require identification.
We support participants to understand information and make their own decisions. For children, young people and people who need decision-making support, we consider the person's circumstances and check any representative's authority rather than assuming a person cannot decide because of their age or disability.
Submitting a referral requests a conversation. It is not a service agreement, a commitment to fees or a guarantee of service availability. Referral consent does not give us access to NDIA-held information or general authority to act with the NDIA; any such authority is handled separately.
Who may receive information
Access should be limited to people who need information for an authorised purpose. Depending on the circumstances, this may include relevant KeyPoint Care staff, contractors, an authorised representative or support contact, treating or support providers, plan managers or payment administrators, and professional advisers. Sharing must be consistent with your consent or another lawful basis. We do not treat a referral as permission to send all participant information to everyone in the support network.
Information may also be handled by suppliers supporting our website, hosting, business email, records, backups and security. We may disclose information to regulators, safeguarding bodies, emergency services or other authorities where required or permitted by law. Enquiries are not an opt-in to marketing.
Online forms, email and overseas handling
Please do not put passwords, bank details, myGov credentials, complete medical records or full NDIS plans into an initial website enquiry. We will discuss an appropriate way to provide additional documents if they are needed. Ordinary email can be misdirected or accessed by others; tell us if a particular contact method is unsafe for you.
Keeping information secure and deciding how long to keep it
We must take reasonable technical and organisational steps to protect information from misuse, interference, loss and unauthorised access, alteration or disclosure. The measures should match the sensitivity of the information and include appropriate access controls, secure handling, staff responsibilities and supplier management. No internet service can be guaranteed completely secure.
Records should be kept for as long as needed for their lawful purposes and applicable health-record, NDIS, contractual and other requirements. When information is no longer needed and no retention obligation applies, we should securely destroy it or de-identify it as appropriate. Deletion requests may be limited by legal record-keeping obligations and the management of backups.
Accessing or correcting your information
Contact us to request access to personal information we hold about you, ask for a correction or discuss your contact and consent preferences. We may need to verify identity and authority using a proportionate process. We will explain the process, any lawful limits and any permitted costs before proceeding. If we cannot provide access or make a requested correction, we will explain the reason and available complaint options as required by law.
Privacy concerns and complaints
You can contact us about a privacy concern without affecting your right to raise a concern elsewhere. Please explain what happened and how you would like us to respond. We will consider the concern, respect contact preferences and explain the outcome and any next steps.
If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner about Commonwealth privacy matters, the Victorian Health Complaints Commissioner about relevant health-information matters, or the NDIS Quality and Safeguards Commission about NDIS provider concerns. Each body has its own jurisdiction and complaint process.
Changes to this policy
We will review this policy when our services, systems or legal obligations change. The published version should show its effective date. Where a change materially affects a consent-based use of information, we will consider whether a further notice or consent is required.
