Privacy Policy
Version: 2.0 Effective date: 22 January 2026
1. Introduction
Peacock Support Services is committed to protecting the privacy, dignity, and rights of participants, their families, carers, authorised representatives, employees, contractors, and other stakeholders.
This Privacy Policy outlines how Peacock Support Services collects, holds, uses, discloses, stores, and protects personal and sensitive information in accordance with applicable legislation and professional standards.
2. Legislative and Regulatory Framework
This Privacy Policy is informed by and complies with:
• Privacy Act 1988 (Cth)
• Australian Privacy Principles (APPs)
• NDIS Act 2013 and NDIS Rules
• NDIS Practice Standards
• Disability Service Safeguards Code of Conduct
• NDIS Code of Conduct
3. Scope
This policy applies to all personal information handled by Peacock Support Services in the course of providing NDIS-funded and non-NDIS supports, including information relating to participants, families, carers/authorised representatives, employees, contractors, volunteers, and referral partners.
4. Legal Authority for Collection
Peacock Support Services collects personal and sensitive information where it is necessary to deliver supports, meet obligations under the NDIS framework, comply with safeguarding/reporting/quality requirements, or where authorised or required by law.
5. Types of Personal Information Collected
We may collect and use information including:
Participants and families:
• Name, address, contact details
• Date of birth and identification details
• Emergency contact and authorised representative information
• Health, disability, behavioural, sensory or communication information
• Support plans, goals, assessments, progress notes
• Incident, complaint or feedback records
• NDIS plan details and funding information
Employees and contractors:
• Employment history and qualifications
• Background checks and screening records
• Performance, training and supervision records
• Rostering, payroll and contractor information
Some information is sensitive information (e.g., health/disability) and is subject to enhanced protections.
6. How Information Is Collected
Information is usually collected directly via intake/consent forms, service agreements, assessments, planning meetings, and workforce onboarding. We may also collect information from third parties such as support coordinators, other providers, government agencies, or authorised representatives where consent has been provided or where permitted by law.
7. Consent
We obtain informed consent prior to collecting, using, or disclosing personal information where required. Consent may be withdrawn at any time, subject to legal, contractual, or safeguarding obligations. Withdrawal of consent may affect our ability to provide services.
8. Use of Personal Information
Personal information is used for purposes including delivery of supports, care coordination and service planning, safety and incident management, billing and administration, workforce management and training, and compliance with legal and regulatory obligations.
9. Disclosure of Personal Information
Personal information may be disclosed to allied health and support partners, government/regulatory authorities, IT/payroll/administration providers, or emergency services where required for safety. Disclosure occurs only where consent has been provided, it is reasonably necessary for service delivery, or it is required/authorised by law.
Disclosure includes verbal discussion, written communication, emails and messaging applications, electronic records, and informal discussion where a participant may be identifiable.
10. Overseas Disclosure
Where information is stored using overseas cloud-based systems, we take reasonable steps to ensure compliance with the Australian Privacy Principles and that overseas recipients meet equivalent privacy standards.
11. Anonymity and Pseudonymity
Where lawful and practicable, you may interact with Peacock Support Services anonymously or under a pseudonym, except where identification is required for service provision or legal compliance.
12. Information Storage and Security
We store personal information using secure electronic systems and controlled physical records. Security measures include restricted access, password protection, encryption where appropriate, secure premises, and due diligence of third-party providers.
13. Record Retention
Records are retained in accordance with legislative and regulatory requirements, including:
• Minimum 7 years for general records
• Up to 25 years for records involving children or serious incidents
When no longer required, information is securely destroyed or de-identified.
14. Staff Confidentiality Obligations
All employees, contractors, and volunteers are bound by confidentiality obligations as a condition of engagement. These obligations apply at all times (including outside rostered hours) and extend to social, informal, and digital environments. Breaches may result in disciplinary action, termination of engagement, and reporting to regulatory authorities.
15. Data Breaches
Where a data breach is suspected, we will assess it promptly and determine whether it is an eligible data breach under the Privacy Act. Where required, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with our Data Breach Response Plan.
16. Website, Cookies and Social Media
Our website may collect technical information (e.g., IP address, browser type, page visits) for analytics and service improvement. Cookies may be used to support website functionality. We are not responsible for the privacy practices of third-party websites or social media platforms.
17. Access, Correction and Complaints
You may request access to and correction of personal information we hold. Requests may be declined only in circumstances permitted by law. Privacy complaints may be lodged with us and will be handled confidentially and without reprisal. If unresolved, you may escalate to the OAIC.
18. Privacy Contact Officer
Service Coordinator
Peacock Support Services
Email: Click to Email
Phone: Click to Call
19. Policy Review
This Privacy Policy is reviewed regularly and updated as required. The current version will always be available on our website.