Privacy Policy

Who we are

Sanctuary Family Connections (“we”, “us”, “our”) is a registered NDIS provider delivering Supported Independent Living and related supports across Newcastle, Lake Macquarie and the Hunter Valley. We are responsible for the personal information we collect and hold.

Information we collect

We collect personal information that is reasonably necessary for our functions and activities, including:

• Information you give us directly — your name, email address, phone number and the details of your enquiry, whether you contact us through our website, by phone or email, or by submitting an enquiry form through social media platforms such as Facebook or Instagram (for example, a Meta lead form attached to one of our ads).
• Participant and referral information — where you are a referrer, family member, guardian or support professional, information about a participant's support needs, NDIS plan and circumstances that is necessary to assess suitability and deliver supports.
• Sensitive and health information — in the course of providing disability supports we may collect health and other sensitive information. We only collect this with consent or where otherwise permitted by law, and we treat it with additional care.
• Website and technical information — when you visit our website we may collect standard technical data (such as IP address, browser type and pages viewed) through cookies and analytics tools to help us understand and improve the site.

How we use your information

We use personal information to:

• respond to your enquiry and contact you about our services;
• assess suitability and coordinate placements and supports;
• deliver, manage and improve our services;
• support NDIS and OOHC-to-NDIS funding and transition processes;
• meet our legal, regulatory and NDIS obligations; and
• maintain the safety and quality of the homes and people we support.

Information collected through social media lead forms

If you submit your details through a lead form on Facebook or Instagram, that information is provided to us so we can contact you about your enquiry. The information is collected and used as described in this policy. The social media platform's own privacy policy also applies to your use of that platform, and we encourage you to review it.

Disclosure of your information

We do not sell your personal information. We may disclose it to our staff and contracted support workers, to other service providers who assist us to operate (such as IT and communications providers), and to government bodies such as the National Disability Insurance Agency where this is necessary to deliver supports or required by law. Where we use third-party providers, we take reasonable steps to ensure they protect your information.

Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. We retain information only for as long as it is needed for the purposes described above or as required by law, and we securely destroy or de-identify it when it is no longer required.

Access and correction

You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below and we will respond within a reasonable time.

Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will work with you to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Contact us

For any privacy questions, or to access or correct your information:

• Email: Info@sanctuaryfamilyconnections.com.au
• Phone: 1800 155 151
• 5/19 Honeysuckle Drive, Newcastle NSW 2300

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the “last updated” date above reflecting the most recent change.