Privacy Policy

1. Introduction

Remonta Group Pty Ltd, trading as Remonta Services, is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website (www.remontaservices.com.au) or our services, you consent to the collection and use of your personal information in line with this Policy.

2. What Personal Information We Collect

We may collect the following types of personal information:

• Full name, address, phone number, email

• NDIS number and plan details (if applicable)

• Medical, health, or support needs relevant to service delivery

• Emergency contact details

• Feedback, complaints, and incident reports

• Records of service delivery and interactions

• Identification and compliance documents from service partners (e.g. Police Checks, WWCC, qualifications)
   

We only collect sensitive information (such as health details) with your explicit consent or as required by law.

3. How We Collect Information

We collect personal information through:

• Our website forms and contact channels

• Phone or email communication

• Service agreements and onboarding forms

• Support coordinators or authorised representatives

• Our service partners during or after service delivery
   

Where possible, we collect information directly from the individual. In some cases, information may be collected from a third party with your consent.

4. Why We Collect Personal Information

We collect and use your personal information to:

• Coordinate and deliver NDIS and private support services

• Match clients with suitable service partners

• Manage compliance with legal and NDIS requirements

• Maintain communication with clients, carers, families, and support coordinators

• Handle feedback, complaints, and incidents

• Improve the quality and safety of our services

• Fulfil our obligations as a registered NDIS provider
   

5. Disclosure of Personal Information

We may disclose personal information to:

• Service partners engaged to deliver services

• Support coordinators, family members, or representatives (with permission)

• Regulatory bodies such as the NDIS Commission or Aged Care Quality and Safety Commission (as required)

• Our professional advisors (accountants, auditors, legal representatives)

• IT and cloud-based service providers who support our operations
   

We will never sell your personal information. We take reasonable steps to ensure all third parties comply with privacy obligations.

6. Data Storage and Security

We store your information securely using password-protected systems and cloud services with restricted access. We take reasonable steps to:

• Prevent unauthorised access, modification, or disclosure

• Safeguard data from misuse, loss, or breaches

• Train staff and service partners on data privacy obligations
   

When no longer needed, your information is securely deleted or de-identified in accordance with legal retention requirements.

7. Access and Correction

You have the right to:

• Access personal information we hold about you

• Request correction if you believe the information is inaccurate or outdated
   

Requests can be made by emailing us at contact@remontaservices.com.au. We will respond within a reasonable time and may request verification of identity.

8. Website and Cookies

When you visit our website, we may collect non-identifying information such as browser type, pages visited, and time spent on site to improve our user experience. Cookies may be used for analytics but do not capture personal information unless voluntarily submitted.

9. Privacy and Complaint Contacts

If you believe your privacy has been breached or wish to raise a concern, please contact us:

Remonta Services
Email: contact@remontaservices.com.au
Phone: 1300 134 153

If we cannot resolve your concern, you may also contact the following authorities:

NDIS Quality and Safeguards Commission

For NDIS participants or concerns about NDIS services.
Website: www.ndiscommission.gov.au
Phone: 1800 035 544
TTY: 133 677
National Relay Service and ask for 1800 035 544
Interpreters available

Office of the Australian Information Commissioner (OAIC)
For complaints about how we handle your personal information.
Website: www.oaic.gov.au
Phone: 1300 363 992

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law or our business practices. The latest version will always be available on our website.

Last updated: 19 July 2025