Privacy Policy

1. Introduction

Indus Ability (we, us, our) is a registered National Disability Insurance Scheme (NDIS) Specialist Disability Accommodation (SDA) provider operating in Australia. We respect your privacy and are committed to protecting personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs).

This Privacy Policy applies to personal information collected through:

• our website at indusability.com.au and related pages;
• enquiry, referral, newsletter and property interest forms;
• telephone, email and in-person communications;
• our AI chat assistant and other digital tools on this website; and
• SDA housing assessments, applications, tenancies and related services.

By using our website or providing personal information to us, you acknowledge that you have read and understood this Privacy Policy.

2. Scope & legal framework

We are bound by the Privacy Act where it applies to our activities. As an NDIS registered provider, we also comply with applicable requirements of the NDIS Act 2013 (Cth), NDIS rules, and the NDIS Quality and Safeguards Commission in relation to the handling of participant information.

Where we handle health information about individuals, we comply with applicable state and territory health records legislation in addition to the Privacy Act, to the extent it applies to our operations.

This policy does not apply to personal information collected by third-party websites linked from our site. We encourage you to review the privacy policies of those third parties.

3. Personal information we collect

The types of personal information we may collect include:

Identity & contact details

• name, date of birth, address, email, phone number;
• emergency contact and nominee or guardian details (where relevant);
• organisation name and role (e.g. support coordinator, SIL provider, allied health professional).

NDIS & SDA-related information

• NDIS participant number and plan details (where provided);
• SDA design category, funding level and housing preferences;
• disability support needs relevant to housing matching (including information from OT reports, support coordinators or medical/allied health professionals, where you or your authorised representative provide it);
• tenancy, lease and property enquiry records.

Website & technical information

• IP address, browser type, device information, pages visited and referring URL;
• cookies and similar technologies (see section 9);
• messages submitted through our AI chat assistant (processed locally in your browser; we do not store chat transcripts on our servers unless you submit an enquiry form).

Where lawful and appropriate, we collect only information that is reasonably necessary for our functions and activities.

4. How we collect information

We collect personal information:

• directly from you — when you complete a form, call us, email us, attend a meeting, or apply for SDA housing;
• from your authorised representatives — such as nominees, guardians, family members, support coordinators or plan managers, where you have authorised disclosure;
• from third parties — such as the NDIA, allied health professionals, SIL providers, property managers or referral partners, where permitted by law and with appropriate consent or authority;
• automatically — through cookies and analytics when you use our website.

If you do not provide information we reasonably require, we may be unable to respond to your enquiry, assess housing suitability, or provide SDA services.

5. Why we collect & use information

We use personal information for purposes including:

• responding to enquiries and providing information about SDA housing;
• assessing eligibility, suitability and matching participants to appropriate SDA properties;
• managing referrals from support coordinators and partner organisations;
• preparing and administering tenancy agreements and SDA arrangements;
• complying with NDIS registration, reporting and quality and safeguards obligations;
• communicating with you about properties, services, updates and resources;
• improving our website, services and participant experience;
• detecting and preventing fraud, abuse or unlawful activity; and
• any other purpose disclosed to you at the time of collection, or for which you provide consent.

We will not use your personal information for a secondary purpose unrelated to the primary purpose of collection unless you consent, or an exception under the Privacy Act applies (such as where use or disclosure is required or authorised by law).

6. Disclosure to third parties

We may disclose personal information to:

• the National Disability Insurance Agency (NDIA) and NDIS Quality and Safeguards Commission, as required;
• support coordinators, plan managers, SIL providers and allied health professionals involved in your housing journey (with your consent or as authorised);
• property managers, builders, certifiers and SDA assessors involved in delivering or certifying housing;
• IT service providers, form processing services, email hosts and website hosting providers who assist our operations (under confidentiality obligations);
• professional advisers (lawyers, accountants, insurers) where necessary;
• government bodies, courts or regulators when required or authorised by law; and
• successors in the event of a merger, acquisition or restructure (subject to this Privacy Policy).

We do not sell your personal information.

7. Overseas disclosure

Some of our service providers (such as website hosting, email delivery or form processing services) may store or process data outside Australia, including in the United States, European Union or other jurisdictions.

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient complies with the APPs, or we obtain your consent where required. You may contact us for more information about overseas recipients relevant to your information.

8. Sensitive & health information

Information about disability, health conditions and support needs is sensitive information under the Privacy Act. We only collect sensitive information where:

• you (or your authorised representative) consent;
• collection is required or authorised by law (including NDIS requirements); or
• collection is otherwise permitted under the Privacy Act (for example, where reasonably necessary for housing assessment and SDA matching).

We apply additional safeguards to sensitive information, including restricted access, secure storage and staff training on confidentiality and the NDIS Code of Conduct.

9. Website, cookies & analytics

Our website may use cookies and similar technologies to enable functionality, remember preferences and understand how visitors use our site. You can manage cookies through your browser settings; disabling cookies may affect website functionality.

We may use third-party analytics tools that collect de-identified or aggregated usage data. Form submissions are transmitted securely to our nominated email processing service to deliver leads to our team.

Our AI chat assistant provides general guidance only. It does not constitute NDIS, legal or medical advice. Chat interactions are not stored on our servers unless you voluntarily submit information through an enquiry form.

10. Direct marketing

We may send you information about SDA properties, resources, news and services where you have consented or where you would reasonably expect to receive such communications based on your relationship with us.

You may opt out of marketing communications at any time by clicking unsubscribe in an email or contacting us at Info@indusability.com. We will still send transactional or service-related messages where necessary.

11. Storage & security

We hold personal information in secure electronic and physical records. We implement reasonable technical and organisational measures to protect information from misuse, interference, loss, unauthorised access, modification or disclosure, including:

• access controls and staff confidentiality obligations;
• secure transmission (HTTPS) on our website;
• regular review of data retention practices; and
• de-identification or secure destruction when information is no longer required.

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, comply with legal obligations (including NDIS record-keeping requirements), and resolve disputes.

12. Notifiable data breaches

If we experience a data breach that is likely to result in serious harm to affected individuals, we will comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Act. This may include notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

13. Access & correction

Under APP 12 and APP 13, you have the right to request access to personal information we hold about you and to request correction of inaccurate, out-of-date, incomplete, irrelevant or misleading information.

To make a request, contact our Privacy Officer (details in section 16). We will respond within a reasonable period (generally 30 days). We may need to verify your identity before releasing information. In some circumstances permitted by law, we may decline access (for example, where access would unreasonably impact the privacy of others or is otherwise exempt).

There is no charge for making a request; we may charge a reasonable fee for providing copies of information where permitted by law.

14. Complaints

If you believe we have breached the APPs or mishandled your personal information, please contact our Privacy Officer first. We will acknowledge your complaint promptly and aim to resolve it 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):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Mail: GPO Box 5218, Sydney NSW 2001

NDIS participants may also raise concerns with the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or 1800 035 544.

15. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, our practices or technology. The updated version will be published on this page with a revised Last updated date. Material changes will be brought to your attention where required by law.

16. Contact us

For privacy enquiries, access or correction requests, or complaints:

See also our Terms & Conditions and Contact page.