Privacy Policy

How Fidelity HomeCare collects, uses and protects your personal information.

Last updated: 5 October 2026

About this policy

Fidelity Homecare Pty Ltd ("Fidelity Homecare", "we", "us") is an NDIS provider supporting people with disability in Melbourne, including through Supported Independent Living (SIL) and Short Term Accommodation (STA). We take your privacy seriously.

This policy explains how we collect, use, store and share personal information. We handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), Victorian health records law where it applies, and our obligations under the NDIS Practice Standards and NDIS Code of Conduct.

It applies to participants, their families, carers and representatives, people who enquire about our services (including through our website or social media ads), job applicants and staff.

What personal information we collect

We only collect information we need to provide and manage our services. Depending on how you deal with us, this may include:

  • Contact details: name, phone number, email address, postal address and preferred contact times.
  • Enquiry details: the service or accommodation you are interested in, preferred suburbs and how you heard about us.
  • NDIS details: NDIS number, plan details, funding categories, plan manager and support coordinator details.
  • Sensitive information: health and disability information, support needs, medications, behaviour support plans, cultural and language background, and emergency contacts. We only collect this with your consent or where the law allows.
  • Representative details: details of guardians, nominees, family members or carers who act for you.
  • Employment information: for job applicants and staff, such as resumes, qualifications, NDIS Worker Screening and referee details.

You can deal with us anonymously or using a pseudonym for general enquiries. We will need to identify you before we can provide NDIS supports.

How we collect it

We collect personal information directly from you wherever we can, including when you:

  • call, email or visit us, or fill in a form on our website;
  • submit an enquiry form in one of our Facebook or Instagram ads (Meta Lead Ads);
  • complete intake, service agreement and support planning documents;
  • receive supports from our staff.

We may also collect information from others with your consent, such as your support coordinator, plan manager, the NDIA, health professionals, family members or your nominee.

Facebook and Instagram enquiry forms: when you submit one of our lead forms, Meta Platforms sends us the details you entered (such as your name, email and phone number). Meta also handles that information under its own Privacy Policy. We use these details only to respond to your enquiry.

Our website: our website uses cookies and analytics tools (such as Google Analytics) to understand how visitors use it. You can turn off cookies in your browser settings.

How we use it

We use personal information to:

  • respond to enquiries and contact you about the services or SIL homes you asked about;
  • assess your support needs and plan, deliver and review your supports;
  • match you with suitable accommodation, housemates and support workers;
  • prepare service agreements, claim payments from the NDIA or your plan manager, and manage invoices;
  • keep you and our staff safe, including managing incidents and emergencies;
  • meet our legal, NDIS and quality obligations, including audits;
  • recruit and manage staff;
  • improve our services and, with your consent, send you updates about our services.

We do not sell your personal information.

Who we share it with

We only share personal information for the purpose it was collected, with your consent, or where the law requires or allows it. This may include:

  • the National Disability Insurance Agency (NDIA) and your plan manager, for funding and payments;
  • your support coordinator, nominee, guardian or family members you have authorised;
  • health professionals and other providers involved in your care;
  • the NDIS Quality and Safeguards Commission, for reportable incidents, complaints and audits;
  • contractors and subcontractors who deliver supports on our behalf, under confidentiality obligations;
  • service providers who help run our business, such as IT, cloud storage, accounting and customer relationship systems;
  • government agencies, police or emergency services where required by law or to prevent a serious threat to someone's life, health or safety.

Storage, security and overseas disclosure

We store personal information in secure electronic systems and, where needed, in locked paper files. Access is limited to staff who need it for their role, and we use passwords, access controls and staff training to protect it.

We keep records for as long as the law and NDIS rules require, and securely destroy or de-identify them when they are no longer needed.

Some of our service providers, including Meta (for Facebook and Instagram enquiry forms) and cloud software providers, may store or process information outside Australia, including in the United States. Where this happens, we take reasonable steps to make sure your information is protected in line with the APPs.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it, at any time by contacting us (details below). We will respond within 30 days. If we can't give you access, we will explain why in writing.

Marketing: we will only send you updates or promotional messages with your consent. You can opt out at any time by replying "STOP", using the unsubscribe link, or contacting us.

Complaints and contact us

If you have a question or complaint about how we handle your personal information, please contact our Privacy Officer. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

Fidelity Homecare Pty Ltd — Privacy Officer
Suite 124, Waterman Bundoora, Tenancy 202, Level 2, 1-3 Janefield Drive, Bundoora VIC 3083
Phone: 1300 12 12 53
Email: info@fidelityhomecare.com.au

If you are not satisfied with our response, you can contact:

  • the Office of the Australian Information Commissioner (OAIC): oaic.gov.au, 1300 363 992;
  • the NDIS Quality and Safeguards Commission: ndiscommission.gov.au, 1800 035 544.

We may update this policy from time to time. The latest version will always be on this page.