Cancellation
We understand that life can be unpredictable, and sometimes plans need to change. If you ever need to cancel your support with Tribe Support, we kindly ask that you give us as much notice as possible. To help clarify, a cancellation is considered short notice (or a no-show) if:
You’re unable to make it to the scheduled support within a reasonable timeframe or aren’t at the agreed location when Tribe Support arrives to provide the service.
You cancel with less than 48 hours' notice for any support. If support is canceled by you or your representative within 48 hours of the scheduled time, Tribe Support may need to charge your NDIS funding for the full duration of the support that was meant to be delivered.
We appreciate your understanding and cooperation in helping us provide the best service possible!
Privacy Policy
1. Purpose
Tribe Disability Support Pty Ltd (“Tribe Support”, “we”, “us”, or “our”) is committed to protecting the privacy, dignity and confidentiality of participants, families, carers, employees and stakeholders.
This Privacy Policy explains how Tribe Support collects, uses, stores and discloses personal information in accordance with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
NDIS Practice Standards
NDIS Quality and Safeguards Commission requirements
This policy applies to all personal information collected through our services, website, systems and business operations.
2. What is Personal Information
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Examples include:
name
contact details
identification details
disability or health information
service records
employment records
Some personal information is classified as sensitive information, which receives additional legal protections.
3. Types of Information We Collect
We may collect the following types of personal information.
Identity Information
Full name
Date of birth
Gender
Identification information where required
Contact Information
Residential address
Phone number
Email address
Emergency contact details
Participant Support Information
Where a person receives services from Tribe Support, we may collect information necessary to safely provide support, including:
NDIS participant number
support plans
service delivery information
health and disability related information
behaviour support requirements
risk management information
This information is classified as sensitive information.
Financial Information
Payment details
invoicing records
bank account details for payments
Payment information may be processed through secure third-party providers.
Employment and Worker Information
For employees, contractors and applicants we may collect:
employment history
qualifications
references
licences and registrations
NDIS Worker Screening Check
Working With Children Check
identity verification
Technical Information
When you interact with our website or systems we may collect:
IP address
browser type
device information
website usage data
cookies and analytics data
Communication Information
enquiries
feedback
complaints
survey responses
communication preferences
4. How We Collect Personal Information
We may collect personal information:
directly from you
from your family member, guardian or nominee
from support coordinators or other service providers
from government agencies such as the NDIS
through our website or online systems
when you apply for employment
when services are delivered
through forms, agreements and assessments
Where possible, we collect information directly from the individual.
5. Why We Collect and Use Personal Information
We collect and use personal information for purposes including:
delivering disability support services
coordinating NDIS supports
rostering and workforce management
managing service agreements
maintaining participant records
communication with participants and families
risk management and duty of care obligations
managing staff recruitment and employment
improving services and operational systems
meeting legal and regulatory requirements
We will only use personal information for the purpose for which it was collected or for related purposes permitted under the Privacy Act.
6. Use of Sensitive Information
Sensitive information such as health or disability information will only be collected and used when:
the individual has provided consent
it is necessary to provide services
it is required by law
it is necessary to prevent serious risk to health or safety
7. Disclosure of Personal Information
We may disclose personal information where reasonably necessary to operate our services.
This may include disclosure to:
Tribe Support employees
authorised support workers
contractors engaged by Tribe Support
IT system providers
cloud storage providers
allied health professionals involved in care
government agencies
auditors or regulators
insurers and legal advisors
Sensitive information will only be disclosed where consent is provided or where authorised by law.
8. Overseas Disclosure
Tribe Support uses secure cloud-based systems for administration, rostering and service coordination. We engage authorised administrative contractors, including contractors located in the Philippines, to assist with administrative coordination.
These contractors:
operate under strict confidentiality agreements
are subject to role-based system access controls
access only the minimum information required for administrative duties
Accessible information may include:
participant name
contact information
suburb/location
scheduled support times
Administrative contractors do not access clinical notes, behaviour support plans, incident reports or financial information unless specifically authorised.
Any overseas disclosure is conducted in accordance with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APP 8 – Cross-Border Disclosure)
NDIS Practice Standards
Tribe Support takes reasonable steps to ensure overseas contractors comply with Australian privacy obligations.
9. Data Storage and Security
Tribe Support takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure.
Security measures include:
secure cloud-based systems
encrypted data transmission
restricted system access
staff confidentiality agreements
secure physical document storage
privacy training for staff
secure disposal of information
Despite these measures, no system can guarantee absolute security.
10. Data Retention and Destruction
Personal information will only be kept for as long as necessary to fulfil the purposes for which it was collected, including legal and regulatory requirements.
In accordance with NDIS and business record requirements:
participant records may be retained for a minimum of 7 years
employment records may be retained for 7 years or as required by law
When information is no longer required it will be securely destroyed or de-identified.
11. Access to Personal Information
Individuals have the right to request access to personal information held by Tribe Support. Requests should be made in writing to the Privacy Officer. Access may be refused in limited circumstances permitted under the Privacy Act, such as where disclosure could pose a serious risk to safety or breach another person's privacy.
12. Correction of Personal Information
If you believe that information we hold about you is incorrect, incomplete or outdated, you may request that it be corrected. We will take reasonable steps to update information where appropriate.
13. Data Breach Notification
If a data breach occurs that is likely to result in serious harm, Tribe Support will respond in accordance with the Notifiable Data Breaches (NDB) Scheme under the Privacy Act.
This may include:
investigating the breach
containing the breach
notifying affected individuals
notifying the Office of the Australian Information Commissioner (OAIC) where required
Where relevant, incidents may also be reported to the NDIS Quality and Safeguards Commission.
14. Website Cookies and Analytics
Our website may use cookies and analytics tools to improve functionality and understand how visitors interact with the site.
These tools may collect:
pages visited
browsing behaviour
device type
location data
Users may disable cookies through their browser settings.
15. Privacy Complaints
If you believe your privacy has been breached, you may lodge a complaint with Tribe Support. We will investigate complaints and aim to respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
16. Contact Details
Phone: 0415 358 305
Email: info@tribesupport.com.au
Office of the Australian Information Commissioner
Website: https://www.oaic.gov.au
Mail: enquiries@oaic.gov.au
Mail: GPO Box 5218, Sydney NSW 2001
17. Policy Updates
This Privacy Policy may be updated from time to time to reflect legislative changes or operational updates. The most current version will be available on our website.