Privacy Policy

1. About this policy

Thrive Pathways Support Pty Ltd (ABN 21 697 724 637) ("Thrive Pathways", "we", "us") operates as an NDIS disability support provider based in Melbourne, Victoria. This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By accessing our website or engaging our services, you agree to the collection and use of information as described in this policy.

2. What information we collect

We may collect the following types of personal information:

• Name, contact details (phone, email, address)
• NDIS participant number and plan information
• Health and disability-related information (where relevant to service delivery)
• Emergency contact details
• Financial information for billing (plan manager or self-managed)
• Enquiry and correspondence records

We only collect information that is necessary for the delivery of our supports and services.

3. How we collect information

We collect personal information directly from you — through our website contact and enquiry forms, phone calls, emails, service agreements, and in person. We may also receive information from your plan manager, guardian, or support coordinator where you have authorised this.

4. Why we collect and use your information

We use your personal information to:

• Deliver the supports and services you have engaged us for
• Communicate with you about your supports, programs, and service agreements
• Process NDIS claims and billing
• Meet our obligations under the NDIS Act 2013 and NDIS Practice Standards
• Respond to complaints and feedback
• Improve our programs and service delivery

5. Disclosure of your information

We do not sell, rent, or trade your personal information. We may disclose your information to:

• Your plan manager (for billing and service agreement purposes, where applicable)
• The NDIS Commission, where mandatory incident reporting obligations require it
• Our contracted support workers and program facilitators, to the extent necessary to deliver your supports
• Third-party service providers we use to operate our business (e.g. form processing, email), who are bound by confidentiality obligations
• Law enforcement or regulatory bodies where required by law

Some third-party tools we use (such as form submission services) may store data on servers outside Australia. Where this occurs, we take reasonable steps to ensure your information is treated in accordance with the Australian Privacy Principles.

6. How we store and protect your information

We store personal information securely and take reasonable steps to protect it from misuse, interference, loss, and unauthorised access. Participant records are retained for a minimum of 7 years in accordance with NDIS Practice Standards and applicable legislation.

When information is no longer required, we securely destroy or de-identify it.

7. Your rights

You have the right to:

• Access the personal information we hold about you
• Request corrections to inaccurate or outdated information
• Make a complaint about how we have handled your information

To exercise these rights, contact us at hello@thrivepathways.com.au. We will respond within 30 days.

8. Website and cookies

Our website does not use tracking cookies or analytics scripts beyond those necessary to operate the site. We do not collect identifying information from website visitors unless you submit a form.

9. Complaints about privacy

If you believe we have breached the Australian Privacy Principles, you can lodge a complaint with us first by emailing hello@thrivepathways.com.au. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

10. Contact

Thrive Pathways Support Pty Ltd
ABN 21 697 724 637
Melbourne, Victoria
hello@thrivepathways.com.au
1300 429 593