Privacy Policy

Last updated: April 2025

This Privacy Policy explains how Lift & Live Support Services Pty Ltd (ABN 20 690 058 765) (“we”, “us”, “our”) collects, uses, stores, discloses and protects your personal information. It applies to participants, their families, carers, referrers, and visitors to our website at www.liftandlive.com.au.

1. What information we collect

We may collect the following types of personal information:

• Full name, date of birth, and gender
• Contact details — address, phone number, email address
• NDIS participant number and plan details
• Health and disability information relevant to the supports we provide
• Emergency contact details
• Financial information where required for invoicing
• Feedback, complaints, and communications you send us
• Website usage data collected via cookies (no personally identifiable information)

We only collect sensitive information (including health and disability information) with your consent or as otherwise required or permitted by law.

2. How we collect your information

We collect personal information:

• Directly from you — via our referral form, contact form, phone calls, or email
• From your support coordinator, plan manager, or family member (with your consent)
• From the NDIA or other government agencies where authorised
• From your GP or other health professionals involved in your care (with your consent)

3. How we use your information

We use your personal information to:

• Deliver NDIS disability support services to you
• Develop and manage your support plan
• Communicate with you and your support network
• Process invoices and manage funding claims with the NDIA
• Comply with our obligations under the NDIS Code of Conduct and NDIS Practice Standards
• Respond to feedback and complaints
• Improve our services

We will not use your information for any purpose beyond what is described above without your consent.

4. Disclosure of your information

We may disclose your personal information to:

• Support workers and staff who deliver your services
• Your support coordinator or plan manager (with your consent)
• The NDIA or NDIS Quality and Safeguards Commission where required by law
• Emergency services in an emergency situation
• Our email service provider (Resend) for the sole purpose of delivering your form submissions to us — they do not store or use your data

We do not sell, rent, or trade your personal information to any third party. We do not disclose your information overseas.

5. Storage and security

Your personal information is stored securely. We take reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification, or disclosure. Electronic records are protected by access controls and passwords. When personal information is no longer required, we take reasonable steps to destroy or de-identify it securely.

6. Your rights as a participant

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Make a complaint about how we have handled your personal information
• Withdraw consent to the collection or use of your information (where consent is the basis for collection)

To exercise any of these rights, please contact us at info@liftandlive.com.au.

7. Complaints

If you believe we have mishandled your personal information, please contact us first at info@liftandlive.com.au. We will respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at 1300 363 992.

Complaints about our NDIS services more broadly may be made to the NDIS Quality and Safeguards Commission at 1800 035 544.

8. Website and cookies

Our website may use cookies to improve your experience. Cookies do not collect personal information. You can disable cookies in your browser settings without affecting your ability to use our site. We do not use third-party advertising or tracking cookies.

9. Changes to this policy

We may update this Privacy Policy from time to time. The current version is always available at www.liftandlive.com.au/privacy-policy.

10. Contact us