This Privacy Policy applies to all personal information collected by Gotcha Helping Hands Pty Ltd, referred to as we, us or our, through our website at www.ghhtpc.com.au, our services, platforms, forms, communications, and related business activities.Gotcha Helping Hands Pty Ltd is committed to respecting and protecting the privacy of all people connected with our services, including National Disability Insurance Scheme participants, clients, families, carers, nominees, advocates, employees, contractors, volunteers, providers, donors and supporters.

In handling personal information, we comply with our obligations under applicable Australian laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles, and, where relevant, the National Disability Insurance Scheme Act 2013 (Cth).

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1. What information we collect

 

We collect personal information that is reasonably necessary for us to provide our services, operate our business, communicate with you, and meet our legal and regulatory obligations.

The types of personal information we may collect include:

• full name;

• date of birth;

• email address;

• phone number;

• postal address;

• emergency contact and next of kin details;

• support coordinator details;

• NDIS participant number, NDIS plan number and funding information, where applicable;

• relevant NDIS Plan information, where provided;

• service preferences, requirements and booking information;

• appointment, rostering and scheduling details;

• payment, billing and administration information;

• occupation;

• communication preferences and methods;

• relationship to other users of Gotcha Helping Hands Pty Ltd;

• mobility and accessibility requirements;

• cultural and linguistic background;

• dietary requirements and allergies;

• medication schedules and administration requirements;

• behavioural support needs and strategies;

• information or documents uploaded to our platform or otherwise provided to us;

• information about your interactions with us, our website or our platform;

• information provided through contact forms, enquiry submissions, booking requests or free text fields;

• information held by third parties, where you have given separate consent for us to collect it; and

• any other personal information required to facilitate your dealings with us.

We may also collect health information, such as information about your health, disability, doctors, allied health professionals, health services received, or other health and disability-related information relevant to service provision.

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2. Personal information and sensitive information

 

Under the Privacy Act 1988 (Cth), personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether it is recorded in a material form or not.

Sensitive information includes information or an opinion about matters such as a person’s racial or ethnic origin, political opinions, religious or philosophical beliefs, membership of a political association, professional association or trade union, sexual orientation or practices, criminal record, and health information.

We will only collect sensitive information where:

• you have consented;

• the information is reasonably necessary for our services or operational purposes;

• the collection is required or authorised by law;

• the information is necessary to establish, exercise or defend a legal claim; or

• another exception under applicable privacy law applies.

Sensitive information will only be used for the primary purpose for which it was collected, for a directly related secondary purpose, with your consent, or where required or authorised by law.

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3. How we collect information

 

Where reasonable and practicable, we collect personal information directly from you.

We may collect information when you:

• use our website;

• contact us by phone, email, forms, platform messages or in writing;

• submit an enquiry or booking request;

• access our services;

• upload documents or information to our platform;

• communicate with our staff, contractors or volunteers;

• interact with us as a client, family member, carer, nominee, advocate, donor, supporter, provider, employee or contractor.

We may also collect personal information from third parties where you have consented, or where it is otherwise lawful and appropriate to do so. This may include information from family members, carers, nominees, support coordinators, advocates, healthcare professionals, allied health providers, the National Disability Insurance Agency, government agencies or other service providers.

If we receive personal information about you from a third party, we will take reasonable steps to make you aware of that information where appropriate.

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4. Cookies and website information

 

We may collect cookies from your computer or device when you use our website. Cookies help us understand website use and improve or customise your website experience.

As a general rule, our use of cookies does not personally identify you.

Our website may also contain external links or widgets operated by third parties, such as Facebook, Twitter/X, Instagram, Google or other external services. These third parties may not be subject to the Privacy Act 1988 (Cth). We are not responsible for the privacy practices, content, accuracy or security of third-party websites. You should review the privacy policies of those websites before using them.

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5. Why we collect, use and disclose information

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We collect, use and disclose personal information for purposes including:

• providing and improving our services;

• supporting clients, participants and their family members;

• managing bookings, appointments, rostering and service delivery;

• coordinating with healthcare professionals, allied health providers and other support providers;

• facilitating continuity of care between support workers;

• responding to enquiries, feedback and complaints;

• billing, payment processing and administration;

• general business operations;

• assessing applicants for employment or contractor roles;

• communicating with clients, families, carers, donors, supporters, volunteers, contractors and service providers;

• processing donations and communicating with donors and supporters;

• conducting events, distributing publications and raising awareness about our services;

• conducting quality assurance and service improvement activities;

• measuring the effectiveness of services, support and fundraising activities;

• incident reporting and incident management;

• reporting to the NDIS Quality and Safeguards Commission where required;

• complying with mandatory reporting obligations;

• complying with legal, regulatory, funding and record-keeping obligations.

We may use your personal information to send direct marketing material where permitted by law. We will only use personal information for this purpose where it has been collected directly from you and where the communication is of a type you would reasonably expect to receive. We will not use sensitive information for direct marketing. Direct marketing communications will include a simple way to opt out, such as an unsubscribe link.

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6. Disclosure of personal information

 

We will not share your personal information with third parties without your consent, except where permitted or required by law.

We may disclose personal information:

• to contractors, service providers, volunteers and support workers, only to the extent necessary for them to perform their duties;

• to healthcare professionals, allied health providers or other service providers involved in your care or support;

• to government agencies, regulators, insurers or funding bodies where required;

• to the NDIS Quality and Safeguards Commission where required;

• where required by law, court order or legal process;

• where we believe in good faith that disclosure is necessary to cooperate with law enforcement or government agencies;

• where disclosure is necessary to prevent or lessen a serious threat to someone’s life, health or safety;

• where otherwise authorised or required by law.

We may be required to report to government or funding bodies about services they fund us to provide. These reports generally contain demographic and service-use information.

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7. Overseas disclosure

 

We will not disclose your personal information to recipients outside Australia unless:

• you expressly request us to do so;

• you consent to the disclosure;

• the disclosure is required or authorised by law; or

• we are otherwise permitted to do so under the Privacy Act 1988 (Cth).

Where you request that we transfer your personal information to an overseas recipient, that recipient may not be required to comply with the Australian Privacy Principles, and we may not be liable for mishandling of your information by that recipient.

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8. Storage and security

 

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Our security measures may include:

• secure storage of paper-based records;

• restricted access to physical files;

• locked cabinets within secure office premises;

• access to personal information on a need-to-know basis only;

• access limited to authorised personnel;

• regularly updated and audited storage and data systems;

• cloud-based client management systems designed for NDIS service providers;

• encrypted digital storage on secure Australian-based servers;

• secure backup systems and regular data recovery testing;

• mobile device applications with encryption and password protection for support workers in the field.

When personal information is no longer required, we will take reasonable steps to destroy, anonymise, de-identify or archive it in accordance with applicable legal and record-keeping obligations.

Most personal information stored in client files and records will be kept for up to 7 years to meet our record-keeping obligations, unless a longer retention period is required by law.

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9. Accessing and correcting your personal information

 

We aim to ensure that personal information we hold is accurate, up to date, complete and relevant.

You may request access to the personal information we hold about you, subject to certain exceptions under the Australian Privacy Principles.

You may also request correction of your personal information if you believe it is inaccurate, outdated, incomplete, irrelevant or misleading.

Where you request correction, we will action the request promptly where appropriate. You may also request that we notify other agencies or organisations to whom we have previously disclosed the information.

If we do not agree to correct our records as requested, we will provide written notice explaining our reasons and how you can lodge a complaint about the decision.

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10. Feedback and complaints

 

You can provide feedback or make a complaint about our privacy practices or the services you have received from us:

• in person to a Gotcha Helping Hands staff member;

• by our website; 

• by phone;

• by email;

• in writing;

• through a family member, carer, support coordinator, nominee or advocate;

• anonymously, where possible.

Privacy complaints will be considered by Gotcha Helping Hands Pty Ltd. We may ask you for further information to clarify your concerns. If we agree that your complaint is well founded, we will work with you to take appropriate steps to resolve the issue.

If you remain dissatisfied with the outcome, you may refer the matter to the Office of the Australian Information Commissioner.

People may also complain directly to the NDIS Quality and Safeguards Commission about NDIS supports or services. Complaints about NDIS plans or NDIA decisions may be directed to the NDIA.

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For more information regarding feedback and complaints see our Complaints and Feedback Policy

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11. Contact information

 

For privacy questions, access or correction requests, feedback, or complaints, you can contact us using the details below.

Gotcha Helping Hands Pty Ltd
Phone: 07 4179 0715
Email: admin@ghhtpc.com.au
Support Email: support@ghhtpc.com.au
Feedback Email: feedback@ghhtpc.com.au
Postal Address: 4 Mary Street, Kingaroy, Queensland, 4610
Website: www.ghhtpc.com.au

You can also obtain information about your privacy rights from the Office of the Australian Information Commissioner at www.oaic.gov.au.

NDIS Commission complaints can be made by telephone on 1800 035 544, by email at contactcentre@ndiscommission.gov.au, or through the NDIS Commission complaints process.

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Click Here for Easy Read Privacy Policy

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Last Reviewed: May 2026

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Last Updated: May 2026