Last updated: 5 November 2025
1. About This Policy
Novara Care Group Pty Ltd (“Novara Care”, “we”, “our”, “us”) is committed to protecting the privacy and confidentiality of all personal information we collect. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards relating to privacy, confidentiality, and information handling.This policy explains what personal information we collect, how we use it, how it is stored, and the rights you have over your data. It applies to participants, families, carers, workers, contractors, website visitors, and anyone who interacts with our services.By using our website, contacting us, or receiving services from us, you agree to the terms of this Privacy Policy.
2. What Personal Information We Collect
We may collect the following types of personal information, depending on your relationship with us:General personal informationName, age, date of birthPhone number, email address, postal addressEmergency contact detailsNDIS number (if relevant) NDIS & support-related informationSupport needs, goals, behavioural or medical information (if voluntarily shared)Case notes, shift reports, incident reportsService agreements and funding detailsCorrespondence with support coordinators, plan managers, guardians or nomineesEmployment / Contractor informationRésumés, qualifications, police checks, Working With Children ChecksTax, payroll and onboarding documentsWebsite & digital informationForm submissions via our website (name, email, phone, message)IP address, browser type, device typePage views and behaviour on our site (via analytics tools)Cookie data (see section 7) We only collect information that is reasonably necessary for us to deliver services, comply with laws, and operate safely and professionally.
4. Why We Collect Personal Information
We collect personal information so we can:Provide safe and personalised NDIS servicesCommunicate with participants, families, and referrersCreate service agreements, invoices, rosters, and reportsMeet legal, safeguarding, and compliance requirementsImprove our services, systems, website, and support modelRecruit, verify and manage team members and contractorsRespond to enquiries or feedback submitted through our websiteWe will never sell, rent, or trade your information.
6. Sharing Your Information
We only share personal information when it is necessary and lawful to do so, such as:With support coordinators, plan managers or nominees (with consent)With approved NDIS auditors (for compliance verification)With healthcare or emergency services (if required for safety)With payroll, accounting or compliance providers (if relevant to employment)When required by law, court order, or risk of serious harmWe will never share information for marketing or unrelated purposes without consent.
7. Website Data, Cookies & Analytics
When you visit our website, we automatically collect non-identifying usage data through: Google Analytics (page views, site activity, location tracking, device type) Meta Pixel / Facebook Pixel (advertising and retargeting) Webflow cookies & form submissions (site performance + secure form delivery)You can disable cookies through your browser settings at any time.We do not identify users personally unless they submit a form.If you click on external links (e.g., Facebook, Instagram, Google Maps), their own privacy policies apply.
8. Your Rights and Access to Your Information
You have the right to: Request a copy of the personal information we hold about you
Update or correct your information if it is inaccurate Request deletion of your information (unless we are legally required to keep it)
Withdraw consent to data collection Ask how your information is being used or storedTo make a request, email: info@novaracare.com.auWe will respond within 30 days as required by the Australian Privacy Principles.
9. How You Can Make a Privacy Complaint
If you believe your privacy has been breached, you can contact us at:Email: info@novaracare.com.au
Phone: 0468 060 585We will aim to resolve complaints within 14 days.If you are not satisfied with our response, you may contact:Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au | 1300 363 992
10. Contact Us
If you have any questions about this policy or how we manage personal information, you can contact us at:Novara Care Group Pty Ltd
ABN: 73 687 926 290
Email: info@novaracare.com.au
Phone: 0468 060 585
Website: www.novaracare.com.au
Melbourne, Victoria, Australia