Last updated: February 2026
Keystone Community Care ("we", "our", or "us") is committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the NDIS Practice Standards.
This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our services or interact with our website.
We may collect the following types of personal information:
We only collect sensitive information (such as health information) with your consent or where required by law. This information is necessary to provide appropriate support services tailored to your needs.
We collect personal information directly from you through:
We may also collect information from third parties with your consent, such as your NDIS plan manager, support coordinator, family members, or healthcare providers.
We use your personal information to:
Provide personalized support services, develop and implement support plans, and monitor your progress
Respond to enquiries, provide updates about your services, and maintain ongoing communication
Process payments, manage invoicing, and maintain accurate service records
Meet legal obligations under NDIS Practice Standards and other regulatory requirements
Manage incidents, respond to complaints, and ensure participant safety
Improve our services, train staff, and evaluate service quality
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure. Our security measures include:
We only disclose your personal information when necessary and with your consent (except where required by law). We may share information with:
Your plan manager, support coordinator, or the NDIA for service delivery and funding purposes
Medical professionals, therapists, or specialists involved in your care (with your consent)
Your nominated family members or guardians in emergency situations
Government agencies, regulators, or law enforcement when required by law
Third-party providers (e.g., IT services, accounting) who assist us in delivering services, bound by confidentiality obligations
Under the Australian Privacy Principles, you have the right to:
Request access to the personal information we hold about you
Request correction of inaccurate, incomplete, or out-of-date information
Withdraw consent for us to use your information (subject to legal and contractual obligations)
Lodge a complaint if you believe we have breached your privacy
To exercise any of these rights, please contact us using the details provided at the end of this policy.
Our website may use cookies and similar technologies to improve your browsing experience. Cookies are small text files stored on your device that help us understand how you use our website.
You can disable cookies through your browser settings, though this may affect website functionality. We do not use cookies to collect personal information without your knowledge.
We retain your personal information for as long as necessary to provide services and meet our legal obligations. Under NDIS requirements, we must retain service records for at least seven years after service delivery ends.
Once information is no longer required, we securely destroy or permanently delete it in accordance with our records management policy.
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with the revision date. We encourage you to review this policy periodically.
If you believe we have breached your privacy, please contact us immediately. We will:
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au.
If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact:
Keystone Community Care
Email: [email protected]
Phone: 0403 886 293
Service Area: Brisbane & Gold Coast, Queensland