Privacy Policy
Last updated: 30 September 2026
1. About this policy
Vibe Disability Support ("Vibe", "we", "us") respects your privacy. This policy explains how we handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This policy applies to personal information we collect in connection with:
- enquiries and referrals
- providing disability support services
- recruitment and expressions of interest
- feedback, complaints and incident reporting
- our website and online forms.
If you need this policy in another format or with communication support, please contact us and we will do our best to help.
2. What personal information we collect
We only collect personal information that we reasonably need for our functions and activities. Depending on your relationship with us, this may include:
- contact details (name, phone number, email, suburb or general location)
- information about your enquiry, feedback or complaint
- information about the supports you are seeking or receiving
- details of your relationship to a participant (for example family member, friend, advocate or support coordinator)
- basic employment information if you submit an expression of interest to work with us (for example experience summary, availability, CV if you choose to provide it).
We may collect some sensitive information (for example health or disability-related information) where it is reasonably necessary for us to provide supports or respond to a concern, and where you have given consent or the law otherwise permits or requires us to collect it. We do not ask you to upload medical records, full NDIS plans or identity documents through our initial website forms. If further information is needed, we will discuss this with you and agree on a safe way to provide it.
3. How we collect personal information
Where it is reasonable and practical, we collect personal information directly from you. This may be when you:
- contact us by phone, email or through our website
- submit a referral or enquiry form
- speak with our staff about supports
- provide feedback or make a complaint
- submit an expression of interest to work with us.
We may also collect information from other people where you, or your authorised representative, have given consent or where the law permits or requires it. This may include:
- family members, friends or advocates
- support coordinators or other professionals involved in your supports
- funding bodies or government agencies, where authorised.
4. Why we collect, use and disclose personal information
We collect, use and disclose personal information for purposes including:
- responding to enquiries and referrals
- assessing and planning supports
- delivering agreed disability support services
- communicating with you, your authorised representative or relevant professionals
- managing bookings, rosters and service delivery
- handling feedback, complaints and incident reports
- managing recruitment and expressions of interest to work with us
- managing payments, invoicing and related administration
- meeting our legal, regulatory and reporting obligations
- improving our services and website.
We will not use or disclose your personal information for unrelated purposes without your consent, unless the law permits or requires us to do so.
5. Who we share personal information with
We share personal information only as needed for the purposes described above, or as required or permitted by law. This may include sharing with:
- authorised Vibe staff and workers involved in your supports or enquiry
- business service providers who help us operate our services (for example IT, email, website and document storage providers)
- your nominated representatives, advocates, support coordinators or other professionals, where you or your authorised representative have agreed or where the law permits or requires it
- funding bodies, regulators or government agencies, where required or permitted by law (for example to meet safeguarding or reporting obligations).
We do not sell your personal information.
6. How we store and protect personal information
We use a combination of physical, technical and administrative safeguards to help protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
In practice, this includes:
- storing business information on Apple devices and in Apple iCloud services used for Vibe’s operations
- receiving and storing website enquiries and some form data through Wix
- limiting access to personal information to people who need it for their role
- using passwords and other security measures on our systems where appropriate.
No system can be guaranteed as completely secure. We take reasonable steps to protect the information we hold, but we cannot promise absolute security. We do not claim that all information is stored only in Australia. Apple and Wix may process or store information on servers in other countries. For more information about how these providers handle personal information, you can read their privacy policies at Apple and Wix.
7. Overseas disclosure
Because we use services provided by Apple and Wix, some personal information may be processed or stored overseas. Wix has stated that data may be processed in locations including the United States, Ireland, South Korea, Taiwan and Israel. Apple may also process data in multiple countries. We take reasonable steps to ensure that these providers handle personal information in a way that is consistent with the Australian Privacy Principles, but their own privacy policies and terms also apply.
8. How long we keep personal information
We keep personal information for as long as it is reasonably needed for the purposes described in this policy and to meet our legal, regulatory and recordkeeping obligations. When information is no longer required, we take reasonable steps to securely destroy it or de-identify it, unless we are required by law to keep it for longer.
9. Access to and correction of personal information
You can request access to the personal information we hold about you, or ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us at admin@vibedisabilitysupport.com.au or phone 0449 972 874.
We may need to verify your identity and, where you are acting for someone else, your authority to act on their behalf. We will respond within a reasonable time. If we refuse access or correction in line with the law, we will tell you why and explain how you can complain. If you withdraw consent for an optional future use of your information, we will stop that use where possible. This does not require us to erase records we must keep to provide services already agreed or to meet legal or recordkeeping obligations.
10. Anonymity and pseudonyms
Where it is lawful and practical, you may be able to interact with us anonymously or by using a pseudonym (for example when giving general feedback). In many cases we will need some personal information to respond to you, to arrange or deliver services, or to properly follow up a complaint or incident. If you choose not to provide certain details, we will explain any impacts this may have on what we can do.
11. Cookies, website and technical data
When you visit our website, Wix may collect technical information such as your IP address, device and browser type, pages visited and time spent on the site. This helps the site function properly and allows us to understand how people use it. Cookies and similar technologies may be used for purposes such as:
- enabling core site features and security
- helping pages load and display correctly
- remembering some preferences.
For more detail about how Wix uses cookies and technical data, please see the Wix privacy policy.
12. Privacy enquiries and complaints
If you have any questions about our privacy practices, or if you would like to file an official complaint, please reach out directly via admin@vibedisabilitysupport.com.au or call 0449 972 874. Our team will carefully evaluate your feedback and ensure you receive updates throughout our investigation process.
Should our response be unsatisfactory or if no reply arrives after 30 days, you might have the option to take your matter to the Office of the Australian Information Commissioner (OAIC), provided it falls under their legal remit.
13. NDIS-related concerns
For matters involving NDIS services or supports, people are entitled to reach out to the NDIS Quality and Safeguards Commission at any time. Dial 1800 035 544, TTY: 133 677, or simply request 1800 035 544 via the National Relay Service.
14. Changes to this policy
We may update this privacy policy from time to time. The updated version will be available on our website and will include the date it was last updated. If the changes are significant, we will take reasonable steps to let you know. If you need help to understand this policy or would like it in another format, please contact us and we will do our best to assist.