Who We Are
Positive Pathways Services Pty Ltd (ABN 36 671 712 262) is a registered NDIS provider (Provider No. 4050148402) based in Brisbane, Queensland. We provide Supported Independent Living, Support Coordination, Community Access, In-Home Supports, Respite Care, Daily Living Skills, Transport, and Hospital Discharge Support. Our website address is https://positivepathwaysservices.com.au.
This policy explains how we collect, use, store, and disclose personal information, including sensitive information such as health and disability information, in line with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), and the NDIS Practice Standards and Quality Indicators.
What Information We Collect
Depending on your relationship with us, we may collect:
- Name, date of birth, address, phone number, and email address
- NDIS plan information, including your NDIS number, plan dates, funding, and support categories
- Health and disability information, including diagnoses, support needs, and behaviour support plans
- Information about your representatives, such as nominees, guardians, or family contacts
- Service delivery records, including case notes, progress notes, and incident records
- Billing and payment information
- Information provided through our website contact and referral forms
We only collect information that is necessary to provide safe, appropriate support, and wherever possible we collect it directly from you or your nominated representative.
How We Collect Your Information
We collect personal information:
- Directly from you, by phone, email, in person, or through our website
- From your representative, such as your nominee or guardian, where appropriate
- From referrers or other service providers, such as your support coordinator or plan manager, where you have consented or where permitted by law
How We Use Your Information
We use personal information to:
- Assess whether we can provide supports safely and appropriately
- Deliver the supports and services you have engaged us for
- Coordinate care with your support coordinator, guardian, allied health professionals, and other providers involved in your support
- Manage bookings, rostering, and service administration
- Meet our reporting and compliance obligations to the NDIS Quality and Safeguards Commission and the NDIA
- Manage billing, payments, and record-keeping
- Respond to enquiries, feedback, incidents, and complaints
Who Has Access to Your Information
Access to participant information within Positive Pathways Services is limited to staff who need it to do their job, on a need-to-know basis tied to their role. This includes management and administrative staff involved in coordinating your supports, and support workers directly involved in your care. Support workers access relevant information, such as support plans, contact details, and diagnosis information where relevant to their role, through our case management system, Brevity, in line with the supports they are rostered to deliver.
Who We Disclose Your Information To
We may disclose personal information to:
- The National Disability Insurance Agency (NDIA)
- Your support coordinator or plan manager
- Your guardian or nominee, where applicable
- Allied health professionals and other providers involved in your care
- Our staff and contractors who need the information to provide your supports
- IT service providers who help us operate our systems, such as our case management and cloud storage providers
- Government bodies or regulators, where required or authorised by law
We only disclose information for these purposes with your consent, obtained through the consent and privacy forms you sign during onboarding. We do not sell or share your personal information for marketing purposes.
Overseas Disclosure
Some of the software and cloud storage providers we use to manage participant information may store data on servers located overseas. Where this occurs, we take reasonable steps to ensure appropriate privacy protections are in place with our service providers.
How We Store and Protect Your Information
Participant records are stored securely in Astalty and Brevity, our case management systems, and in Microsoft OneDrive. Access to these systems is restricted to authorised staff through role-based access controls. When a participant is no longer receiving services from us, their records are archived securely rather than deleted, in line with our retention obligations below.
How Long We Retain Your Information
As a registered NDIS provider, we retain participant records for a minimum of seven years from the date of creation or the date services last ended, in line with NDIS Commission requirements. Where a participant was a minor during the time they received supports from us, we retain their records until they turn 25 years of age.
Your Rights
You have the right to:
- Access the personal information we hold about you
- Request corrections to information that is inaccurate, out of date, or incomplete
- Ask us questions about how your information is collected, used, or disclosed
To make a request, please contact us using the details below. We may need to verify your identity before we respond, and we aim to respond within 30 days.
Privacy Complaints
If you believe we have mishandled your personal information, please contact us using the details below. We will acknowledge your complaint and aim to respond within 10 business days.
If you are not satisfied with our response, you can escalate your complaint to:
- The Office of the Australian Information Commissioner (OAIC), www.oaic.gov.au
- The NDIS Quality and Safeguards Commission, www.ndiscommission.gov.au, or by phone on 1800 035 544
Data Breaches
If we become aware of a suspected data breach involving your personal information, we will investigate promptly and take reasonable steps to contain and address it. Where a breach is likely to result in serious harm, we will notify affected individuals and the OAIC in line with our obligations under the Privacy Act.
Cookies and Website Data
Our website may use cookies to improve your browsing experience. If you contact us through our website, the information you provide is used only to respond to your enquiry and is not used for any other purpose without your consent.
Contact Us
If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:
Positive Pathways Services Pty Ltd
Phone: 0452 518 900
Email: admin@positivepathwaysservices.com
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our services, systems, or legal obligations. The most current version will always be available on this page.
This policy was last updated in July 2026.
