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Privacy Policy

Ideal Community Services Pty Ltd
ABN: 97 657 123 674
46 Morehead Avenue, Mount Druitt NSW 2770
Email: info@idealcommunityservice.com.au
Phone: 0432 012 897

Effective date: 15 August 2026
Last reviewed: 15 August 2026

1. About this policy

This Privacy Policy explains how Ideal Community Services Pty Ltd (ABN 97 657 123 674) (“we”, “us”, “our”) collects, holds, uses and discloses personal information. It applies to all personal information we handle — whether collected through this website, by phone, by email, or in connection with the NDIS disability supports we provide.

We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where we handle health information in New South Wales, we also comply with the Health Records and Information Privacy Act 2002 (NSW) and the Health Privacy Principles (HPPs), where applicable. As a registered NDIS provider, we also have obligations under the National Disability Insurance Scheme Act 2013 (Cth) and the rules and standards made under it.

This policy is available free of charge on our website and on request.

2. What personal information we collect

Website visitors and enquirers

When you use our website or contact us through it, we may collect:

  • Your name
  • Your email address
  • Your phone number
  • Your message or enquiry, including the support service you are interested in
  • Technical information such as your IP address, browser type, device type and pages visited — collected automatically by our website analytics (see section 7)

NDIS participants and service delivery

When you receive supports from us, or enquire about becoming a participant, we may collect and handle additional personal information, including sensitive information such as:

  • Disability-related information, diagnoses and support needs
  • Health information relevant to the supports we provide
  • Details about daily living, goals and personal circumstances

We collect sensitive information only with your consent or where otherwise permitted by law, and we handle it with additional care.

Sensitive information and the website contact form

We do not ask people to provide sensitive or health-related information through our website contact form. However, if someone voluntarily includes sensitive or health information in an enquiry message, we will handle that information in accordance with this Privacy Policy and applicable law, including the Australian Privacy Principles and, where relevant, the Health Privacy Principles (NSW).

3. How we collect information

We collect personal information in several ways:

  • Directly from you — when you complete our website contact form, email us, call us, or interact with us in person
  • Automatically — through website analytics tools when you visit our website (see section 7)
  • From third parties — where you have authorised them to share your information with us, or where we are otherwise permitted by law (for example, referrals from the NDIS or a support coordinator)

We will always try to collect personal information directly from you where it is reasonable and practicable to do so.

4. Why we collect personal information

Website enquiries

We collect contact information submitted through our website form to:

  • Respond to your enquiry about our services
  • Provide you with information about the NDIS supports we offer
  • Follow up if you choose to become a participant

NDIS service delivery

We collect and use participant personal and sensitive information to:

  • Assess whether our services are suitable and able to meet your support needs
  • Deliver, coordinate and improve the disability supports you receive
  • Fulfil our obligations under your NDIS plan and any service agreement
  • Meet our legal and quality obligations as a registered NDIS provider, including under the NDIS Practice Standards and Code of Conduct
  • Communicate with your support coordinator, plan manager or other parties you have authorised

We will not use your personal information for purposes unrelated to why it was collected without your consent, unless we are required or permitted to do so by law.

5. Disclosure of personal information

We do not sell personal information. We do not share personal information with third parties for marketing purposes.

We may disclose personal information to:

  • Our staff and support workers, where necessary to deliver the supports you receive
  • Other service providers or allied health professionals you have authorised us to liaise with
  • Your NDIS support coordinator, plan manager or nominee, where you have authorised this
  • The NDIS Quality and Safeguards Commission or the National Disability Insurance Agency (NDIA), where required by law or our registration obligations
  • Government agencies, courts or regulatory bodies where we are legally required to disclose
  • Our website and technology service providers (see section 7)

6. Cookies and similar technologies

Our website uses cookies — small text files stored on your device — and similar technologies. These are used for:

  • Essential/functional purposes: WordPress and our web caching system (LiteSpeed Cache) set cookies necessary for the website to function correctly. These cookies do not track you across other websites.
  • Analytics: Google Analytics 4 (see section 7) uses cookies as part of collecting information about visits to our website, such as which pages are visited and how long visits last.

We do not use advertising cookies or behavioural tracking cookies.

If you prefer not to have analytics cookies placed on your device, you may configure your browser to refuse cookies or use the Google Analytics opt-out browser add-on.

7. Third-party technology services

The following third-party services are active on our website. Each service operates under its own privacy policy, linked below.

Google Analytics 4 (via Google Tag Manager)

We use Google Analytics 4, managed through Google Tag Manager (both operated by Google LLC, 1600 Amphitheatre Parkway, Mountain View, California, USA). Google Analytics 4 collects information about individual sessions on our website, including pages viewed, session duration, device and browser type, and approximate location derived from your IP address. Google Analytics 4 is configured to anonymise IP addresses. We access this information through aggregate reports in order to understand patterns of website use and to improve our website.

This session information is transmitted to and stored on Google’s servers, which may be located in the United States and other countries where Google operates facilities. Google processes this data in accordance with its Analytics Terms of Service and Privacy Policy.

Google Maps

Our contact page includes an embedded Google Maps widget (provided by Google LLC, USA). When this map loads in your browser, your browser establishes a connection with Google’s servers, which may transmit your IP address and browser information to Google as part of loading the map.

WhatsApp contact button

Our website includes a “Click to Chat” button that, when clicked, opens a conversation with us in WhatsApp (operated by WhatsApp LLC, a subsidiary of Meta Platforms, Inc., headquartered in Menlo Park, California, USA) at our business number 0432 012 897. When you initiate contact this way, that conversation is handled under WhatsApp’s own Privacy Policy.

Our website itself does not transmit your personal information to WhatsApp or Meta. Contact through this button is entirely voluntary — you choose to initiate it by clicking the button.

Website hosting (Hostinger)

This website is hosted by Hostinger International Ltd, a company incorporated in Lithuania. We are not able to confirm from technical information alone the precise location of the origin server or data storage used for this website. Requests to this website are served through Hostinger’s content delivery network (CDN), which includes edge nodes in various locations. Hostinger’s web servers automatically generate standard server logs that may include your IP address, the date and time of your visit, and the pages requested. For information about Hostinger’s data centre locations and data handling practices, please refer to Hostinger’s Privacy Policy.

Google Search Console and PageSpeed Insights

We use Google Search Console and Google PageSpeed Insights (Google LLC, USA) through the Site Kit plugin for administrative website performance monitoring. These are back-end tools only and do not result in additional data collection from visitors beyond what Google Analytics already collects.

8. Overseas disclosure

Based on our review of this website, personal information (including IP addresses and session data) is transmitted to Google LLC in the United States when you visit this website — through Google Analytics 4 and when the Google Maps widget loads on our contact page.

If you voluntarily click our WhatsApp contact button, you initiate contact through WhatsApp (operated by WhatsApp LLC / Meta Platforms, Inc. in the United States). Our website does not itself send your information to WhatsApp — you initiate the contact.

Our website hosting is provided by Hostinger International Ltd (incorporated in Lithuania). We cannot confirm from available information alone the specific countries in which Hostinger stores origin server data for this website. Please refer to Hostinger’s Privacy Policy for details of their data centre locations and international data transfers.

Where APP 8 of the Australian Privacy Principles applies to a disclosure of personal information to an overseas recipient, we take reasonable steps as required by law in relation to that disclosure.

9. Data security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. Steps we take include:

  • Encrypting data in transit using HTTPS (SSL/TLS) on this website
  • Restricting access to personal information to staff who need it to perform their duties
  • Treating participant sensitive information with heightened care appropriate to its sensitivity

No method of transmission over the internet is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

If we become aware of a data breach that is likely to result in serious harm, we will respond in accordance with our obligations under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required under the Notifiable Data Breaches scheme.

10. How long we keep personal information

Website enquiries: Personal information collected through our website contact form is retained only for as long as reasonably necessary for the purpose for which it was collected. Where an enquiry progresses to the delivery of supports, the relevant information becomes part of our service delivery records and is subject to the retention requirements described below. Enquiries that do not progress to service delivery are not retained indefinitely.

NDIS service delivery records: Records created in connection with the delivery of disability supports are retained for at least the applicable period required under NDIS requirements and any other applicable legislation, including a minimum of 7 years after service provision where required.

Health information: Where Ideal Community Services holds health information subject to NSW health-record retention requirements, health information relating to an adult is retained for the applicable statutory period. Where health information was collected while the individual was under 18, the applicable NSW requirement may require retention until the person reaches 25 years of age.

When personal information is no longer required to be retained, we take reasonable steps to destroy or permanently de-identify it.

11. Accessing and correcting your personal information

You have the right to request access to personal information we hold about you, and to ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, please contact us using the details in section 13. We will respond within a reasonable time and may need to verify your identity before we can grant access.

In some circumstances we may be unable to provide access — for example, where doing so would unreasonably affect the privacy of another person, or where we are prevented by law. If we decline a request, we will explain the reason.

We do not charge a fee for making an access or correction request, although we may charge a reasonable cost-recovery fee if providing access to a large volume of information requires significant effort.

12. Privacy complaints

If you are concerned about the way we have handled your personal information, we encourage you to contact us first so we can try to resolve the matter.

To lodge a privacy complaint:

We will acknowledge your complaint promptly and aim to respond substantively within a reasonable time.

If you remain unsatisfied with our response, or if you prefer to contact an external body directly, you may contact:

  • The Office of the Australian Information Commissioner (OAIC)
    Website: oaic.gov.au | Phone: 1300 363 992
  • The NDIS Quality and Safeguards Commission (for complaints about our conduct as an NDIS provider)
    Website: ndiscommission.gov.au | Phone: 1800 035 544

13. Contact us

For all privacy enquiries, requests and complaints:

Ideal Community Services Pty Ltd
ABN: 97 657 123 674
46 Morehead Avenue, Mount Druitt NSW 2770
Email: info@idealcommunityservice.com.au
Phone: 0432 012 897
Website: idealcommunityservice.com.au

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technology, legal obligations or business operations. The current version will always be available on this website. Where changes are material, we will take reasonable steps to bring them to your attention. We encourage you to review this page periodically.