Registered NDIS provider · Victoria 1800 017 374 [email protected]
SESI Care Services

Privacy Policy

SESI Care Services ("we", "us", "our") is a registered NDIS provider. We support people with disability and older people across Victoria, and provide Support Coordination and Recovery Coaching Australia-wide.

Much of what we hold about you is private, and some of it is very personal. This policy explains what we collect, why we collect it, who we share it with, and the rights and choices you have.

We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth), together with the privacy obligations that apply to us as a registered NDIS provider.

If anything here is unclear, or you would like it explained another way, please contact us. We are happy to talk it through.

The information we collect

What we collect depends on your relationship with us. It may include:

  • your name, date of birth, address, phone number and email address
  • your NDIS number, and details of your plan such as your funding and your goals
  • the names and contact details of your family, carer, guardian, nominee or support coordinator
  • emergency contact details
  • billing or payment details, where we invoice you directly
  • records of the supports we deliver, such as shift notes and progress notes

If you contact us through our website, we collect what you type into the form. We also collect basic technical details such as which pages you looked at and what kind of device you used.

If you apply to work with us, we collect what is in your application — for example your work history, qualifications and referees, along with the worker screening and police checks the law requires us to hold.

Health and other sensitive information

Some of what we hold is called "sensitive information", and the law gives it extra protection. For us this is mainly information about your health, disability and support needs — for example your diagnosis, medications, mobility, behaviour support plan, allied health reports, and any risks we need to manage to keep you safe.

With your consent, we may also collect other sensitive information where it helps us support you properly. This can include:

  • your cultural background and the languages you speak
  • your religious beliefs or practices
  • your race or ethnic origin
  • your sexual orientation

We ask about these so your supports fit your life, and so we can match you with workers who suit you. We do not use them to judge you, and you do not have to answer.

We may take photos or video of you. We will only do that, and only share them, with your consent, and you can change your mind at any time.

We only collect sensitive information when we need it to provide your supports safely, or when the law requires it. Where consent is needed, we ask for it — from you, or from the person legally able to decide for you.

For people who work for us, the law requires us to obtain worker screening and police checks.

Why we collect it

We collect and use your information to:

  • provide, plan and review your supports
  • roster and brief the workers who support you
  • keep you and our workers safe
  • bill for services and claim through the NDIS or another funder
  • respond to your enquiries, referrals, feedback and complaints
  • meet our legal, funding and reporting obligations as a registered NDIS provider
  • improve our services and understand how our website is used

We use your information for the reason we collected it, for a closely related reason you would reasonably expect, or where the law allows or requires it.

How we collect it

Wherever we can, we collect information directly from you, or from the person legally able to act for you.

Sometimes we receive information from other people involved in your supports — for example a support coordinator, plan manager, family member, doctor, allied health professional, hospital, school, or the National Disability Insurance Agency. We also receive referrals from other services.

We collect information when you call us, email us, fill in a form on our website, meet with us, or while we are delivering your supports.

When we share your information

We do not sell your information, and we do not share it so another organisation can market to you.

We may share your information:

  • with the workers and contractors who deliver your supports, so they can do their job safely
  • with your family, carer, guardian, nominee or support coordinator, where you have agreed or where they are legally able to act for you
  • with other providers involved in your care, where you have agreed
  • with the National Disability Insurance Agency, your plan manager, or another funder, to arrange and claim for your supports
  • with the NDIS Quality and Safeguards Commission, including where we are required to report an incident
  • with the software and service providers who help us run our business, who may only use it to do work for us
  • where we reasonably believe it is necessary to prevent a serious threat to someone's life, health or safety
  • where a law, a court or a tribunal requires it

If our business were ever sold or transferred, client records could transfer with it. We would tell you if that happened.

Sending information overseas

Some of the software we use to run our business is provided by companies based outside Australia, including in the United States. This includes systems that manage enquiries and records, and services that measure our website and advertising.

This means some of your information may be stored or handled overseas, in a country that may not have the same privacy protections as Australia. We take reasonable steps to make sure any overseas provider handles your information in line with the Australian Privacy Principles, and we give them only what they need.

By giving us your information or using our services, you agree that it may be transferred, stored and handled outside Australia on this basis.

If you would like to know more about where your information is held, please contact our Privacy Officer and we will tell you.

If you choose not to give us information

You do not have to give us your information. But if you do not, we may not be able to provide your supports safely, or at all. We may also be unable to claim funding for your supports, or to answer your enquiry.

If that is the case, we will tell you.

Children and young people

We do support participants under 18. When we do, we collect and hold personal information about that young person, and information about their health and support needs where it is relevant to the services we provide. We handle it with the same care as we do for any client.

That information usually comes from a parent, guardian, or another person legally authorised to act for them, rather than from the young person directly. Where consent is needed, we seek it from that person.

Our website is written for adults. Enquiry and referral forms are meant to be filled in by a parent, guardian, carer or support coordinator. We do not ask children to give us their personal information through this website.

If you are a parent or guardian and you want to know what we hold about your child, or you want it corrected, please contact us.

Our website, cookies and advertising

When you visit our website we collect basic technical information, such as which pages you looked at, how you arrived, and what browser and device you used. Some of this uses cookies — small files stored by your browser. You can set your browser to refuse cookies, though parts of the site may not work as well.

We use website analytics and advertising services to understand how our website is used and to measure whether our advertising is working. These services are provided by Google and by Meta, the company behind Facebook and Instagram. Both are based in the United States, so this information is sent and stored overseas.

When you send us an enquiry or referral form, we share a scrambled version of your email address and phone number with our advertising provider. "Scrambled" means it is turned into a long code that cannot be read back as your details. It is used only to work out that one of our ads led to your enquiry. If someone else fills in the form for you, it is their contact details that are shared, not yours.

We do not use any of this information to identify a person's disability, health conditions or support needs. We do not share the health or support information you give us as a client with any advertising company.

You can turn off personalised advertising in your Google, Facebook and Instagram account settings, or block these technologies using your browser settings or an ad blocker.

If you would like to know exactly which services we use and what each one records, please contact our Privacy Officer and we will tell you.

How we use artificial intelligence (AI)

We use approved AI tools to help our team work more efficiently and to support safe, high-quality services. They help with things like drafting and summarising documents, preparing notes and correspondence, organising information, and routine administrative work.

These tools support our staff. They do not replace professional judgement, care or accountability.

AI can produce content that is inaccurate, incomplete or biased. For that reason, a trained person always reviews and approves anything an AI tool has drafted before it is relied on, added to your records, or acted upon.

We do not use AI to make automatic decisions about you. Decisions that affect your supports, your safety, your wellbeing or your rights are always made by a person.

When we use these tools we:

  • only put personal and sensitive information into systems we have approved for that purpose
  • check privacy, security, safety and accessibility risks before approving any new tool
  • require our providers not to use your information to train their AI models
  • keep a person responsible for every outcome
  • think about the effect on the rights, dignity, choice and control of people with disability before we approve a tool

If AI is used in a way that directly involves you, we will tell you, and you can ask us not to use it. We will review this section whenever our use of AI changes in a significant way, and at least once a year.

If you would like to know more about the tools we use, please contact our Privacy Officer.

Keeping your information safe

We hold your information in a few different ways: paper files, work devices such as laptops and phones, our own databases, and cloud services provided by companies we have checked.

We take reasonable steps to protect it from loss, misuse and unauthorised access. Those steps include:

  • limiting access to the people who need it to do their job
  • passwords and access controls on our systems
  • encryption where it is appropriate
  • keeping paper records and buildings secure
  • checking privacy and security before we take on a new provider
  • securely destroying or de-identifying information we no longer need

We keep your records for as long as the law and our obligations as a registered NDIS provider require.

If there is ever a data breach that is likely to cause you serious harm, we will act promptly and will notify you and the Office of the Australian Information Commissioner, as the law requires.

No system is completely secure. Information sent over the internet is not fully within our control until it reaches us.

Seeing and correcting your information

You have the right to ask for a copy of the information we hold about you, and to ask us to correct it if it is wrong, out of date or incomplete.

To make a request, contact our Privacy Officer. We may ask you to put it in writing, and we may need to check who you are first. We do not charge you to see your own information. We will respond as quickly as we can.

There are limited situations where we may not be able to give you access, including where:

  • giving access would be a serious threat to anyone's life, health or safety
  • it would reveal private information about someone else
  • the request is unreasonable or repeated without cause
  • there are legal proceedings on foot
  • the law allows or requires us to refuse

If we refuse, we will tell you why.

If you ask us to correct something and we agree, we will correct it. If we do not agree, we will not change the record, but we will add a note showing what you told us and that you asked for it to be changed.

Marketing

We may contact you about our services, news and events. You can ask us to stop at any time and we will. Marketing emails include an unsubscribe link, or you can simply tell us.

We do not sell your information to other organisations for their marketing.

Making a complaint

If you are unhappy with how we have handled your information, please tell us first. Contact our Privacy Officer, who will look into it and come back to you.

If you are not satisfied with our response, you can contact:

  • the Office of the Australian Information Commissioner — 1300 363 992, or oaic.gov.au
  • the NDIS Quality and Safeguards Commission — 1800 035 544, or ndiscommission.gov.au

You will not be treated differently for making a complaint.

Other websites

Our website may link to websites run by other organisations. We are not responsible for their content or their privacy practices. We encourage you to read the privacy policy of any website before giving it your information.

Changes to this policy

We review this policy from time to time and will post any updated version on this page.

Last reviewed: August 2026.

The laws and standards we follow

This policy reflects our obligations under:

  • the Privacy Act 1988 (Cth) and the Australian Privacy Principles
  • the National Disability Insurance Scheme Act 2013 (Cth)
  • the NDIS Practice Standards and the NDIS Code of Conduct
  • the health records laws of the states and territories where we provide supports

Contact our Privacy Officer

Our Privacy Officer looks after this policy and anything to do with your information. Please get in touch if you want to:

  • ask a question about this policy
  • see the information we hold about you, or ask us to correct it
  • find out more about where your information is held, or the tools we use
  • make a complaint about how we have handled your information

Email: [email protected], marked for the attention of the Privacy Officer
Phone: 1800 017 374

NDIS provider number 4050144347 · ABN 47 672 963 405