Cancellation POLICY
We understand that life can be unpredictable and sometimes plans need to change. If you need to cancel a scheduled support with Tribe Support, we kindly ask that you provide as much notice as possible.
A cancellation may be considered a short notice cancellation or no-show where:
you or your representative cancel a scheduled support within the applicable cancellation notice period;
you are not present at the agreed location at the scheduled time and the support cannot be delivered; or
you are unable to participate in the scheduled support within a reasonable timeframe after the support worker has arrived.
Where permitted, Tribe Support may claim or charge for a short notice cancellation in accordance with:
the current NDIS pricing and claiming arrangements applicable to the support;
the participant's Service Agreement; and
any other applicable funding or contractual requirements.
A cancellation will only be charged where the relevant requirements for claiming a cancellation have been met. The applicable cancellation notice period may vary depending on the type of support being provided and current NDIS requirements.
We encourage participants or their representatives to contact Tribe Support as soon as possible if a scheduled support needs to be changed or cancelled. We appreciate your understanding and cooperation in helping us provide reliable supports to our participants and maintain consistent hours for our support team.
PRIVACY POLICY
Tribe Disability Support Pty Ltd
ABN: 67 658 664 629
NDIS Registration ID: 4-ISNCKLP
Effective Date: 1 October 2026
Review Date: October 2027, or earlier where required by legislative, regulatory, technological or operational change.
1. Purpose
Tribe Disability Support Pty Ltd (Tribe Support, we, us or our) is committed to protecting the privacy, dignity, confidentiality and personal information of participants, families, carers, nominees, authorised representatives, employees, contractors, applicants and other people who interact with our organisation.
We recognise that privacy is a fundamental part of providing safe, respectful and person-centred disability supports. This Privacy Policy explains how Tribe Support collects, holds, uses, discloses, protects, accesses, corrects and manages personal and sensitive information.
Tribe Support manages personal information in accordance with applicable requirements, including:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
Notifiable Data Breaches Scheme
National Disability Insurance Scheme Act 2013 (Cth), where applicable
NDIS Practice Standards
NDIS Code of Conduct
NDIS Quality and Safeguards Commission requirements
Other applicable Commonwealth, State and Territory legislation.
This policy applies to information handled through our disability support services, offices, website, digital systems, communications, employment activities and business operations.
2. Our Privacy Principles
Tribe Support will:
respect each person's privacy, dignity and confidentiality
collect only information that is reasonably necessary for our functions and activities
explain why information is being collected and how it may be used
obtain consent where required
provide information in a way the person can understand
restrict access to information to people who require it for their role
maintain accurate, current and secure records
protect sensitive information from inappropriate access, use or disclosure
provide appropriate access to and correction of personal information
use technology, including artificial intelligence, responsibly
respond appropriately to privacy incidents and data breaches.
3. What Is Personal Information?
Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.
Examples may include:
name
date of birth
residential address
phone number
email address
identification information
NDIS participant details
photographs or recordings
employment information
service records.
Some information is classified as sensitive information and receives additional legal protection.
Sensitive information relevant to Tribe Support may include:
health information
disability information
behaviour support information
racial or ethnic origin
cultural information
religious beliefs
sexual orientation or other sensitive personal information where relevant to supports
criminal record information
biometric information where applicable.
Tribe Support only collects sensitive information where permitted by law and where it is reasonably necessary for our functions or activities.
4. Information We May Collect
4.1 Identity and Contact Information
We may collect:
full name
preferred name
date of birth
gender or pronouns where relevant
residential address
telephone number
email address
emergency contact information
guardian, nominee or authorised representative details
identification information where reasonably required.
4.2 Participant and NDIS Information
Where a person receives services from Tribe Support, information may include:
NDIS participant number
NDIS plan information where relevant
service agreements
support plans
participant goals
assessments
service delivery records
progress and support notes
health and disability information
medication-related information where relevant to the supports provided
allergies and health risks
behaviour support information
risk assessments and risk management information
incident information
communication requirements
accessibility requirements
cultural information relevant to providing person-centred supports
emergency and safety information.
We only seek access to participant information that is reasonably necessary to provide safe and appropriate supports or meet our legal obligations.
4.3 Photographs, Video and Audio
Tribe Support may collect photographs, video recordings or audio recordings where appropriate for purposes such as:
service delivery
documenting activities where appropriate
training
quality and safeguarding
events
communication
marketing
website or social media content.
Where consent is required, appropriate consent will be obtained before recording or using identifiable participant material. Consent to receive disability supports does not automatically constitute consent for promotional photographs, video, testimonials, advertising or social media publication.
Participants or their authorised representatives may decline promotional or social media consent without this affecting their access to Tribe Support services.
4.4 Financial Information
We may collect information including:
payment information
invoicing information
bank account details where required
funding management information
transaction records.
Payment information may be processed through approved financial or third-party service providers.
4.5 Employee, Contractor and Applicant Information
We may collect:
contact information
employment history
qualifications
references
licences
training records
NDIS Worker Screening Check information
Working With Children Check information
right-to-work information
identity verification
payroll and banking information
superannuation information
performance and employment records
incident and workplace records.
4.6 Technical and Digital Information
When people interact with our website, communications or digital systems, we may collect:
IP address
browser information
device information
website usage information
cookies
analytics information
system access information
login and security information.
5. How We Collect Personal Information
Tribe Support may collect information:
directly from the individual
from a parent, guardian, nominee or authorised representative
from family members or carers with appropriate authority
from support coordinators
from allied health professionals
from other service providers
from government agencies, including NDIS-related bodies where authorised
through our website
through referral and Request for Service forms
through service agreements
through assessments and risk assessments
during the delivery of supports
through telephone, email, text message or other authorised communications
through approved digital systems
during recruitment and employment processes
where otherwise authorised or required by law.
Where reasonable and practicable, we collect personal information directly from the individual. When information is collected from another person or organisation, Tribe Support will take reasonable steps to ensure appropriate authority exists and that the individual is informed where required.
6. Privacy Collection Notices
Where required, Tribe Support provides a privacy collection notice at or before the time personal information is collected, or as soon as practicable afterwards.
Collection notices may explain:
who is collecting the information
why the information is required
how it will be used
who it may be disclosed to
whether collection is required or authorised by law
the possible consequences of not providing requested information
how to access Tribe Support's Privacy Policy
overseas disclosure where applicable
how the individual can access or correct their information.
Collection notices may be provided through forms, electronic systems, service documents, websites, verbal explanations or other appropriate communication methods.
7. Why We Collect, Hold and Use Information
Tribe Support may collect, hold and use information for purposes including:
providing disability support services
understanding participant needs, preferences and goals
providing safe and person-centred supports
coordinating supports
communicating with participants, families and authorised representatives
rostering and workforce management
managing service agreements
maintaining participant records
managing health and safety risks
incident management
safeguarding participants
responding to emergencies
quality improvement
complaints and feedback management
staff recruitment, onboarding, training and employment
payroll and administration
invoicing and financial administration
insurance and legal requirements
audits and regulatory requirements
fraud prevention and security
improving our services and operational systems
complying with legal and regulatory obligations.
Personal information will generally only be used for the purpose for which it was collected, a related purpose reasonably expected by the individual, with consent, or where otherwise permitted or required by law.
8. Consent and Choice
Tribe Support seeks informed consent where required for the collection, use, retention and disclosure of participant information.
We will take reasonable steps to explain:
what information is being collected
why it is being collected
how it will be used
who it may be disclosed to
how it is stored
circumstances where information may be disclosed without consent
how the person can access or correct their information
how consent may be withdrawn or amended.
Participants may withdraw or amend previous consent, subject to legal requirements and circumstances where particular information is reasonably necessary to safely provide a requested service.
Withdrawing optional consent, such as consent to promotional photographs or social media use, will not affect a participant's access to supports. Where withdrawal of consent may affect Tribe Support's ability to safely provide a particular service, we will explain this to the participant or authorised representative.
9. Children and Young People
Tribe Support recognises that children and young people have privacy rights. When collecting, using or disclosing information relating to a child or young person, Tribe Support will consider:
the child's or young person's age
capacity and understanding
the nature and sensitivity of the information
their views and preferences where appropriate
parental responsibility
guardianship arrangements
authorised representatives
applicable child safety and legal requirements.
Consent may be obtained from a parent, guardian or other authorised person where appropriate or legally required. Where appropriate, information will also be explained directly to the child or young person in a way that supports their understanding and participation.
10. Communication and Accessibility
Privacy and confidentiality information will, where practicable, be communicated using the language, format, mode of communication and terms that the person is most likely to understand.
This may include:
Easy Read information
visual information
interpreters
communication devices
assistance from an authorised representative
verbal explanation
alternative accessible formats.
11. Disclosure of Personal Information
Tribe Support may disclose personal information where reasonably necessary for service delivery, business operations, safeguarding or legal requirements.
Recipients may include:
authorised Tribe Support employees
support workers
authorised contractors
support coordinators
allied health professionals
health professionals
emergency services
plan managers
relevant government agencies
the NDIA
the NDIS Quality and Safeguards Commission
auditors
insurers
legal advisers
approved technology and cloud service providers
other parties authorised by the participant or their representative.
Sensitive information will only be disclosed where permitted by law. Tribe Support will not sell participant personal information.
12. Disclosure Without Consent
There may be circumstances where Tribe Support is legally permitted or required to disclose information without consent.
These may include situations involving:
serious threats to health or safety
suspected abuse, neglect, exploitation or violence
mandatory reporting obligations
reportable incidents
lawful requests from regulatory or law enforcement bodies
court orders or other legal requirements.
Where appropriate and lawful, Tribe Support will inform the individual about such disclosure.
13. Overseas Access and Disclosure
Tribe Support uses cloud-based systems and authorised contractors to assist with administration, rostering, service coordination and business operations. Tribe Support engages authorised administrative contractors located in the Philippines. Depending on their authorised role, information accessible to these contractors may include:
participant name
contact information
suburb or service location
scheduled support times
rostering information
other limited administrative information necessary to perform their duties.
Access to clinical information, behaviour support plans, incident records, financial information or other sensitive records is restricted unless access is specifically authorised and reasonably necessary for the contractor's duties.
Overseas contractors are subject to measures including:
confidentiality obligations
role-based access
minimum necessary access
security requirements
organisational policies and procedures
supervision and access review.
Before disclosing personal information to an overseas recipient, Tribe Support will take reasonable steps required under applicable privacy law.
Some approved technology or cloud service providers may also process or store information outside Australia. Where required, Tribe Support will take reasonable steps to identify relevant overseas locations in its privacy notices and maintain appropriate safeguards.
14. Digital Systems and Third-Party Service Providers
Tribe Support uses digital systems to manage areas including:
participant records
rostering
communications
human resources
payroll
finance
document storage
training
compliance
business administration.
Third-party providers are selected and managed having regard to factors including privacy, security, access controls and the nature of information processed. Access to Tribe Support systems must be authorised and appropriate to the user's role. Workers and contractors must not share system passwords or allow unauthorised people to access participant or organisational information.
15. Artificial Intelligence and Automated Systems
Tribe Support recognises that artificial intelligence and automated technologies can create privacy, confidentiality, accuracy, security and safeguarding risks. Tribe Support may use approved artificial intelligence or automation tools to assist with appropriate business activities such as:
administrative support
drafting or improving general communications
summarising non-sensitive information
document preparation
operational analysis
scheduling or workflow assistance
other approved productivity activities.
Workers and contractors must only use AI systems in accordance with Tribe Support's approved policies and procedures. Participant health information, behaviour support information, incident information, identifying case notes or other sensitive participant information must not be entered into public, personal or otherwise unapproved AI systems.
Where an approved AI system processes personal information, Tribe Support will consider:
privacy and confidentiality
security
where information is processed or stored
access controls
accuracy
record keeping
appropriate human oversight
the potential effect on participant rights and interests.
AI-generated information must not automatically be assumed to be accurate and must be appropriately reviewed where relied upon in Tribe Support's operations. Tribe Support will not use generative AI as a substitute for professional judgement, person-centred decision-making, safeguarding responsibilities or appropriate human oversight.
Where Tribe Support arranges for a computer program to use personal information to make, or substantially and directly contribute to making, a decision that could reasonably be expected to significantly affect an individual's rights or interests, Tribe Support will provide the transparency required by applicable Australian privacy law, including information about:
the kinds of personal information used by the computer program
the kinds of decisions made solely by the computer program, where applicable
the kinds of decisions for which the program performs an action substantially and directly related to making the decision.
Tribe Support will review this section when introducing new AI or automated systems and as legal requirements relating to automated decision-making change.
16. Unsolicited Personal Information
Tribe Support may occasionally receive personal information that it did not request. Where this occurs, we will assess whether the information could lawfully have been collected. Where the information is not reasonably required and there is no legal reason to retain it, Tribe Support will take reasonable steps to securely destroy or de-identify the information where required.
17. Anonymity and Pseudonymity
Where lawful and practicable, individuals may interact with Tribe Support anonymously or using a pseudonym.
However, identification will usually be necessary where Tribe Support needs to:
provide ongoing disability supports
verify identity
manage safety risks
maintain NDIS records
enter into service agreements
process payments
employ workers
meet regulatory or legal requirements.
18. Government-Related Identifiers
Tribe Support may collect government-related identifiers, including NDIS participant numbers, where reasonably necessary or required for our functions. Government-related identifiers will not be adopted, used or disclosed as Tribe Support's own identifier except where permitted by law.
19. Direct Marketing
Tribe Support may communicate with people about our services, events or other relevant information where permitted by law. Individuals may opt out of marketing communications at any time. Opting out of marketing will not affect essential communications relating to existing supports or services. Participant information will not be sold to third parties for marketing purposes.
20. Data Quality
Tribe Support takes reasonable steps to ensure personal information is accurate, complete, relevant and current having regard to the purpose for which it is used. Workers are expected to record participant information accurately and in a timely manner. Participants and authorised representatives are encouraged to advise Tribe Support when important information changes.
21. Information Security
Tribe Support takes reasonable steps to protect personal information from:
misuse
interference
loss
unauthorised access
unauthorised modification
inappropriate disclosure.
Security measures may include:
approved secure cloud-based systems
encrypted data transmission where appropriate
password and authentication controls
role-based access
minimum necessary access
confidentiality agreements
worker privacy and information-security training
secure physical storage
system access monitoring
access reviews
secure disposal
cyber security controls
incident response processes.
No information system can guarantee absolute security. Tribe Support regularly reviews its safeguards having regard to the information it holds and evolving technology and security risks.
22. Worker Confidentiality
Employees and contractors must protect participant and organisational information obtained through their work with Tribe Support. Information must only be accessed, discussed, photographed, copied, downloaded, transmitted or disclosed where authorised and required for legitimate work purposes.
Participant information must not be:
discussed in inappropriate public settings
accessed out of curiosity
stored in unauthorised personal systems
shared through unauthorised applications
posted on personal social media
entered into unapproved AI platforms.
Privacy and confidentiality obligations continue after employment or engagement with Tribe Support ends.
23. Social Media and Personal Devices
Participant information must only be shared through approved Tribe Support systems and processes. Workers must not publish participant photographs, video, personal information or support information on their personal social media accounts.
Where personal devices are authorised for work-related purposes, workers must comply with Tribe Support's privacy, cyber security and device-management requirements.
24. Records Retention and Secure Disposal
Tribe Support retains records for periods required by applicable:
legislation
NDIS requirements
employment requirements
taxation and corporate obligations
insurance requirements
safeguarding requirements
contractual requirements
Tribe Support's Records Retention Schedule.
Different records may require different retention periods.
When information is no longer required and Tribe Support is not legally required to retain it, reasonable steps will be taken to securely destroy or de-identify it.
25. Access to Personal Information
Individuals may request access to personal information Tribe Support holds about them. Requests should be directed to Tribe Support's Services Coordinator. We will respond within the periods required by applicable law and may need to verify identity before providing access.
Access may be refused or limited in circumstances permitted by law, including where providing access could:
create a serious threat to health or safety
unreasonably affect another person's privacy
disclose information connected with legal proceedings
otherwise be prohibited or permitted to be withheld by law.
Where access is refused, Tribe Support will generally provide reasons where required by law.
26. Correction of Personal Information
Individuals may request correction of personal information they believe is:
inaccurate
incomplete
out of date
irrelevant
misleading.
Tribe Support will take reasonable steps to correct information where appropriate and respond in accordance with applicable privacy law.
27. Data Breaches and Privacy Incidents
A privacy or data breach may occur when personal information is lost, accessed, disclosed, altered or used without authorisation.
Where a suspected breach occurs, Tribe Support will take appropriate steps which may include:
containing the incident
protecting affected information
assessing what occurred
assessing the risk of harm
mitigating potential harm
documenting the incident and response
notifying affected individuals where required
notifying the Office of the Australian Information Commissioner where required under the Notifiable Data Breaches Scheme
notifying the NDIS Quality and Safeguards Commission or another regulator where separate reporting obligations apply
implementing corrective and preventative action.
A privacy breach may also constitute an NDIS incident or reportable incident. Tribe Support will assess each event against all applicable reporting requirements.
Workers must report suspected privacy or cyber security incidents to Tribe Support immediately in accordance with internal procedures.
28. Cookies and Website Analytics
Tribe Support's website may use cookies and analytics tools to support functionality, security and understanding of website use.
These technologies may collect information such as:
pages visited
browsing activity
browser type
device type
approximate location information
interaction with website features.
Users may be able to control or disable cookies through their browser settings, although this may affect website functionality.
29. Privacy Complaints
Anyone who believes Tribe Support has not appropriately handled their personal information may make a privacy complaint.
Complaints can be made to Tribe Support's Privacy Officer.
We will:
acknowledge the complaint
assess the issues raised
investigate where appropriate
communicate the outcome
identify corrective action where required.
We aim to respond to privacy complaints within 30 days where practicable.
If the person is not satisfied with Tribe Support's response, they may contact the Office of the Australian Information Commissioner or another relevant regulatory body.
Making a privacy complaint will not adversely affect a participant's access to Tribe Support services.
30. Privacy Officer and Contact Details
Privacy enquiries, access requests, correction requests, consent enquiries and privacy complaints may be directed to:
Privacy Officer
Tribe Disability Support Pty Ltd
Phone: 0466 222 033
Email: info@tribesupport.com.au
Website: www.tribesupport.com.au
Office of the Australian Information Commissioner
Individuals may also obtain information about Australian privacy rights or lodge an eligible complaint with the Office of the Australian Information Commissioner.
Website: OAIC website
Email: enquiries@oaic.gov.au
Mail: GPO Box 5218, Sydney NSW 2001
31. Governance and Review
Tribe Support maintains policies, procedures and systems designed to support compliance with privacy, information-management and NDIS obligations.
This may include:
Privacy Policy
Privacy Collection Notices
consent procedures and records
media consent procedures
information management procedures
records retention requirements
Data Breach Response Plan
cyber security controls
AI and Generative AI Use Policy
approved systems and technology registers
contractor confidentiality requirements
staff privacy and security training.
This Privacy Policy will be reviewed:
at least annually
following significant privacy or data breaches
when material new technology or AI systems are introduced
following significant changes to Tribe Support's information-handling practices
when relevant legislation, NDIS requirements or regulatory guidance changes.
32. Policy Updates
Tribe Support may update this Privacy Policy from time to time. The current version will be made available on our website and, on request, in an appropriate accessible format. Where significant changes materially affect the way participant information is handled, Tribe Support will take reasonable steps to communicate those changes where appropriate.