privacy policy

1. Introduction
The Limb Works ("we", "us", "our") is committed to protecting the privacy, dignity, and confidentiality of our participants, families, representatives, employees, contractors, and website users.

This Privacy Policy explains how we collect, use, store, disclose, and protect your personal and sensitive information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant NDIS Practice Standards.
By engaging with our services, visiting our website, or providing information to us, you acknowledge the practices described in this Privacy Policy.

This Privacy Policy should be read together with The Limb Works' Consent Form, Feedback and Complaints Policy, Incident Management Policy, and any applicable Service Agreements.

2. The information we collect
We may collect personal information that is reasonably necessary to provide our services and meet our legal obligations.
The information we collect may include:

  • Full name and contact details
  • Date of birth
  • Medicare details
  • NDIS participant information and identifiers
  • Emergency contact details
  • Medical, health, disability, and support-related information
  • Support plans and service records
  • Financial and billing information
  • Correspondence and communications with us
  • Feedback, complaints, and incident information
  • Website usage information
  • Audio recordings, photographs, and video recordings where consent has been provided

Sensitive Information
Sensitive information includes health, medical, disability, and support-related information.

We will only collect sensitive information where:

  • You provide your consent;
  • The information is reasonably necessary for delivering services;
  • Collection is required or authorised by law; or
  • Collection is necessary to prevent a serious threat to life, health, or safety.

3. How we collect information
We may collect information directly from you through:

  • Service agreements and intake forms
  • Website enquiries and online forms
  • Emails, letters, and telephone calls
  • Meetings and consultations
  • Assessments and support planning sessions
  • Surveys and feedback processes
  • Events and activities

We may also collect information from third parties, including:

  • Family members or authorised representatives
  • Support coordinators
  • Healthcare professionals
  • Government departments
  • Funding bodies
  • Referral organisations
  • Other service providers authorised by you

4. Why we collect information
We collect and use personal information to:

  • Deliver supports and services
  • Develop and review support plans
  • Communicate with participants and representatives
  • Manage service delivery and appointments
  • Process payments and funding claims
  • Meet legal and regulatory obligations
  • Manage complaints, incidents, and feedback
  • Improve the quality of our services
  • Conduct quality assurance activities
  • Facilitate training and operational improvements
  • Carry out research and evaluation activities where appropriate
  • Provide information about our services and activities
  • Improve website functionality and user experience

5. Consent
Before collecting or using sensitive information, we will explain:

  • Why the information is needed;
  • How it will be used;
  • Who it may be shared with; and
  • Any consequences of not providing the information.

We strive to ensure that consent is informed and voluntary. Where required, we will provide reasonable assistance, including language support services and accessible communication methods.

You may withdraw or modify your consent at any time by contacting us in writing.

6. Disclosure of personal information
We may disclose your personal information where necessary to provide services, comply with legal obligations, where you have authorised us to do so.
This may include disclosure to:

  • NDIS Quality and Safeguards Commission
  • National Disability Insurance Agency (NDIA)
  • Government departments and funding agencies (including EnableNSW, DVA/RAP)
  • Insurance Agencies responsible for your funding
  • Healthcare professionals and medical specialists
  • Pharmacies and allied health providers
  • External auditors and accreditation bodies
  • Financial institutions
  • Legal advisers
  • Courts and tribunals
  • Law enforcement agencies
  • Approved contractors and service providers
  • Other organisations authorised by you

Disclosure Without Consent
We may disclose information without consent where:

  • Required or authorised by law;
  • Necessary to prevent a serious threat to health, safety, or life;
  • Required during investigations, audits, or legal proceedings; or
  • Necessary for reporting obligations under relevant legislation.

7. Website and online information
When you visit our website, we may collect certain information automatically, including:

  • IP address
  • Browser type
  • Device information
  • Pages viewed
  • Date and time of visits
  • Cookies and analytics data

This information helps us improve website performance and user experience.
You may disable cookies through your browser settings; however, some website features may not function correctly.

8. Storage and security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Security measures may include:

  • Secure electronic systems
  • Password-protected databases
  • Access controls for staff
  • Secure storage of physical records
  • Confidentiality obligations for all workers and contractors
  • Staff privacy training

Information is retained for as long as required by law and our business needs, after which it is securely destroyed or de-identified.

9. Accessing and correcting your information
You have the right to:

  • Request access to personal information we hold about you;
  • Request correction of inaccurate, incomplete, or outdated information;
  • Ask questions about how your information is being handled.

Requests should be made using the contact details provided below.
We may require proof of identity before processing requests.

10. Complaints and privacy concerns
If you believe your privacy has been breached or you have concerns about our handling of your information, you may lodge a complaint with us.

All privacy complaints will be handled in accordance with our Feedback and Complaints Policy.

We will investigate complaints promptly and provide a response within a reasonable timeframe.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au
Phone: 1300 363 992

11. Privacy breaches
The Limb Works takes all actual and suspected privacy breaches seriously.

Privacy incidents are managed in accordance with our Incident Management Policy and applicable legal requirements. Where required, affected individuals and relevant authorities will be notified.

12. Marketing communications
With your consent, we may send information about our services, events, newsletters, or other updates.

You can opt out of receiving marketing communications at any time by:

  • Clicking the unsubscribe link in emails; or
  • Contacting us directly.

13. Photographs, videos and promotional material
We will seek your consent before using photographs, videos, testimonials, or other identifying information for promotional activities, publications, social media, training, or educational purposes.

You may withdraw this consent at any time.

14. Contact us
If you would like further information about this Privacy Policy or wish to access, correct, amend, or withdraw consent regarding your personal information, please contact:

The Limb Works
Phone: 02 4927 5005
Email: info@thelimbworks.com.au
Website: thelimbworks.com.au

15. Policy review and updates
This Policy is to be amended and updated according to the requirements to comply with the applicable law.

Approval Authority: David Thomas
Approval Date: July 2026
Review Date: July 2028