Privacy Statement.

RESPECTING YOUR PRIVACY

We respect your personal information and this Privacy Policy explains how we handle it.

WHAT PERSONAL INFORMATION DO WE COLLECT AND HOLD?

The types of information that we collect and hold about you could include:

ID information such as your name, postal or email address, telephone numbers and date of birth;
other contact details such as social media handles;
financial details such as your bank account number; and,
other information we think is necessary.

WHEN THE LAW AUTHORISES OR REQUIRES US TO COLLECT INFORMATION

We may collect information about you because we are required or authorised by law to collect it. There are laws that require us to collect personal information.

WHAT DO WE COLLECT VIA YOUR WEBSITE ACTIVITY?

We know that some customers like to engage with us through social media channels. We may collect information about you when you interact with us through these channels. However, for all confidential matters, we’ll ensure we interact with you via a secure forum.

To improve our services and products, we sometimes collect de-identified information from web users. That information could include IP addresses or geographical information.

HOW DO WE COLLECT YOUR PERSONAL INFORMATION?

Unless it’s unreasonable or impracticable, we will try to collect personal information directly from you (referred to as ‘solicited information’). For this reason, it’s important that you help us to do this and keep your contact details up to date.

There are a number of ways in which we may seek information from you. We might collect your information when you fill out a form with us, when you’ve given us a call or used our website. We also find using electronic means, such as email or SMS, a convenient way to communicate with you and to verify your details. (However, we’ll never ask you for your security details in this way – if you are ever unsure, just contact us.)

HOW WE COLLECT YOUR INFORMATION FROM OTHER SOURCES

Sometimes, we will collect information about you from other sources as the Privacy Act 1988 permits. We will do this only if it’s reasonably necessary to do so, for example, where:

we can’t get hold of you and we rely on public information to update your contact details; or

we exchange information with your legal or financial advisers or other representatives.

WHAT IF YOU DON’T WANT TO PROVIDE US WITH YOUR PERSONAL INFORMATION?

If you don’t provide your information to us, it may not be possible:

for us to give you the assistance you seek from us;
to verify your identity or protect against fraud; or
to let you know about other products or services that might be suitable for your needs.

HOW WE COLLECT AND HOLD YOUR INFORMATION

We will collect your personal information while providing you the services that you seek from us. In addition to what we say above about collecting information from other sources, other main sources for collecting personal information are:

yourself with regard to details about your disability/s;
your nominees and approved contacts;
your providers; and
the NDIA Provider Portal.

WHAT DO WE DO WHEN WE GET INFORMATION WE DIDN’T ASK FOR?

Sometimes, people share information with us we haven’t sought out (referred to as ‘unsolicited information’). Where we receive unsolicited personal information about you, we will check whether that information is reasonably necessary for our functions or activities. If it is, we’ll handle this information the same way we do with other information we seek from you. If not, we’ll ensure we do the right thing and destroy or de-identify it.

WHEN WILL WE NOTIFY YOU THAT WE HAVE RECEIVED YOUR INFORMATION?

Sometimes we collect your personal information from third parties. You may not be aware that we have done so. If we collect information that can be used to identify you, we will take reasonable steps to notify you of that collection.

HOW DO WE TAKE CARE OF YOUR PERSONAL INFORMATION?

We store information in different ways, including in paper and electronic form. The security of your personal information is important to us and we take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure. Some of the ways we do this are:

document storage security policies;
security measures for access to our systems; and
only giving access to personal information to a person who is verified to be able to receive that information.

We may store personal information physically or electronically with third party data storage providers. Where we do this, we take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure.

WHAT HAPPENS WHEN WE NO LONGER NEED YOUR INFORMATION?

We’ll only keep your information for as long as we require it for our purposes. We may be required to keep some of your information for certain periods of time under law. When we no longer require your information, we’ll ensure that your information is destroyed or de-identified.

HOW WE USE YOUR PERSONAL INFORMATION

Collecting your personal information allows us to provide you with the services you’ve asked for. This means we can use your information to:

give you advice about funding usage where appropriate;
give you information about our related services; and,
administer services we provide, for example, claim payment requests on your behalf.

CAN WE USE YOUR INFORMATION FOR MARKETING OUR PRODUCTS AND SERVICES?

We may use or disclose your personal information to let you know about other products or services we or a third party make available and that may be of interest to you.

We will always let you know that you can opt out from receiving marketing offers.

With your consent, we may disclose your personal information to third parties for the purpose of connecting you with other businesses or customers. You can ask us not to do this at any time. We won’t sell your personal information to any organisation.

You can let us know at any time if you no longer wish to receive direct marketing offers from us. We will process your request as soon as practicable.

WHAT ARE THE OTHER WAYS WE USE YOUR INFORMATION?

We’ve just told you some of the main reasons why we collect your information, so here’s some more insight into the ways we use your personal information including:

identifying you;
telling you about other products or services we make available and that may be of interest to you, unless you tell us not to;
allowing us to run our business efficiently and perform general administrative tasks;
preventing any fraud or crime or any suspected fraud or crime;
as required by law, regulation or codes binding us; and
any purpose to which you have consented.

WHO DO WE SHARE YOUR PERSONAL INFORMATION WITH?

To make sure we can meet your specific needs and for the purposes described in ‘How we use your personal information’, we sometimes need to share your personal information with others. We may share your information with other organisations for any purposes for which we use your information.

SHARING YOUR INFORMATION

We may use and share your information with other organisations for any purpose described above.

Sharing with your representatives
We may share your information with your representative or any person acting on your behalf (for example, nominee, support coordinator, support network).

Sharing with third parties
We may share your information with third parties in relation to services we provide to you. Those third parties may include:

referrers that referred your business to us and NDIA applies;
service providers, agents, contractors and advisers that assist us to conduct our business;
any organisation that wishes to take an interest in our business or assets; and,
any third party to which you consent to us sharing your information.

Sharing outside of Australia
We are not likely to disclose your information to organisations overseas. However, we may store your information in cloud or other types of networked or electronic storage. As electronic or networked storage can be accessed from various countries via an internet connection, it’s not always practicable to know in which country your information may be held.

HOW DO YOU ACCESS YOUR PERSONAL INFORMATION?

We’ll always give you access to your personal information unless there are certain legal reasons why we can’t. You can ask us in writing to access your personal information that we hold. In some cases, we may be able to deal with your request over the phone.

We will give you access to your information in the form you want it where it’s reasonable and practical. We may charge you a small fee to cover our costs when giving you access, but we’ll always check with you first.

We’re not always required to give you access to your personal information. Some of the situations where we don’t have to give you access include when:

we believe there is a threat to life or public safety;
there is an unreasonable impact on other individuals;
the request is frivolous;
the information wouldn’t be ordinarily accessible because of legal proceedings;
it would prejudice negotiations with you;
it would be unlawful;
it would jeopardise taking action against serious misconduct by you;
it would be likely to harm the activities of an enforcement body (e.g. the police); or
it would harm the confidentiality of our commercial information.

If we can’t provide your information in the way you’ve requested, we will tell you why in writing. If you have concerns, you can complain.

HOW DO YOU CORRECT YOUR PERSONAL INFORMATION?

Contact us if you think there is something wrong with the information we hold about you and we’ll try to correct it if it’s:

inaccurate;
out of date;
incomplete;
irrelevant; or
misleading.

If you are worried that we have given incorrect information to others, you can ask us to tell them about the correction. We’ll try and help where we can – if we can’t, then we’ll let you know in writing.

WHAT ADDITIONAL THINGS DO WE HAVE TO DO TO CORRECT YOUR PERSONAL INFORMATION?

If you ask us to correct personal information, we will help you with this in the following way.

Helping you manage corrections
Whether we made the mistake or someone else made it, we are required to help you ask for the information to be corrected. So we can do this, we might need to talk to others. However, the most efficient way for you to make a correction request is to send it to the organisation which made the mistake.

Where we correct information
If we’re able to correct the information, we’ll let you know within five business days of deciding to do this. We’ll also let the relevant third parties know as well as any others you tell us about. If there are any instances where we can’t do this, then we’ll let you know in writing.

Where we can’t correct information
If we’re unable to correct your information, we’ll explain why in writing within five business days of making this decision. If you have any concerns, you can access our external dispute resolution scheme or make a complaint to the Office of the Australian Information Commissioner.

Time frame for correcting information
If we agree to correct your information, we’ll do so within 30 days from when you asked us, or a longer period that’s been agreed by you.

If we can’t make corrections within a 30 day time frame or the agreed time frame, we must:

let you know about the delay, the reasons for it and when we expect to resolve the matter;
ask you to agree in writing to give us more time; and
let you know you can complain to our external dispute resolution scheme or the Office of the Australian Information Commissioner.

HOW DO YOU MAKE A COMPLAINT?

If you have a complaint about how we handle your personal information, we want to hear from you. You are always welcome to contact us.

You can contact us by using the details below.

Mail
Attn: R. McDowall, PO Box 100, Sherwood QLD 4075, or

Email
hello@acaciapm.com.au

Phone
+61 (07) 3278 3477 and ask for Robert McDowall

Fax
+61 (07) 3278 3409

We are committed to resolving your complaint and doing the right thing by our customers. Most complaints are resolved quickly, and you should hear from us within five business days.

Need more help?
If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with the Office of the Australian Information Commissioner:

Online: www.oaic.gov.au/privacy

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Fax: +61 2 9284 9666

Mail: GPO Box 5218 Sydney NSW 2001 or GPO Box 2999 Canberra ACT 2601.

WHAT ADDITIONAL THINGS DO WE HAVE TO DO TO MANAGE YOUR COMPLAINTS ABOUT PERSONAL INFORMATION?

If your complaint relates to how we handled your access and correction requests
You may take your complaint directly to our external dispute resolution scheme or the Office of the Australian Information Commissioner. You are not required to let us try to fix it first.

For all other complaints relating to personal information
If you make a complaint about things (other than an access request or correction request) in relation to your personal information, we will let you know how we will deal with it within seven days.

Ask for more time if we can’t fix things in 30 days
If we can’t fix things within 30 days, we’ll let you know why and how long we think it will take. We will also ask you for an extension of time to fix the matter. If you have any concerns, you may complain to our external dispute resolution scheme or the Office of the Australian Information Commissioner.

Letting you know about our decision
We’ll let you know about our decision within 30 days or any longer agreed time frame. If you have any concerns, you may complain to our external dispute resolution scheme or the Office of the Australian Information Commissioner.

CONTACT US

We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback.

WHAT IF YOU WANT TO INTERACT WITH US ANONYMOUSLY OR USE A PSEUDONYM?

If you have general enquiry type questions, you can choose to do this anonymously or use a pseudonym. We might not always be able to interact with you this way, however, as we are often governed by regulations that require us to know who we’re dealing with. In general, we won’t be able to deal with you anonymously or where you are using a pseudonym when:

it is impracticable; or
we are required or authorised by law or a court/tribunal order to deal with you personally.

WHAT DO WE DO WITH GOVERNMENT-RELATED IDENTIFIERS?

In certain circumstances we may be required to collect government-related identifiers. We will not use or disclose this information unless we are authorised by law.

CHANGES TO THIS PRIVACY POLICY

This Policy may change. We will let you know of any changes to this Policy by posting a notification on our website or you may contact us for a copy of the most up-to-date policy at any time.