Effective date: 14/10/2026

Selective Support (ABN 88 664 345 162) is a Registered NDIS provider based in Narre Warren, Victoria. We respect your privacy and handle your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what we collect, why we collect it, how we use and protect it, and how you can access it or make a complaint.

What personal information we collect

We collect the information we need to respond to you and to provide our services. Depending on how you deal with us, this can include:

  • your name, phone number, email address and postal address
  • details about the person needing support, if you are contacting us for someone else
  • information about your NDIS plan, such as your NDIS number, plan dates and how your plan is managed
  • health and disability information, such as a diagnosis, support needs or the reason for a referral
  • the name and contact details of a referrer, carer, guardian or nominee
  • anything else you choose to tell us in a form, email, phone call or meeting

Health and disability information is sensitive information under the Privacy Act. We only collect it with your consent, or where the law allows it, and only when it is reasonably needed to support you.

How we collect it

Most of the information we hold comes directly from you, or from someone acting on your behalf. We collect it when you:

  • fill in an enquiry, contact or referral form on our website. These forms are provided by GoHighLevel (also known as LeadConnector), which stores what you submit in our customer records system
  • subscribe to our newsletter, which collects your email address
  • call, email, message or meet with us
  • become a participant and complete intake and service agreement paperwork

With your consent, we may also receive information from your support coordinator, plan manager, allied health professionals, family members or other providers involved in your care.

You can contact us without giving your name, for example to ask a general question. To provide services to you, we need to know who you are.

Cookies, analytics and advertising

Our website uses cookies and similar technologies to understand how people use the site and to measure our advertising. We use:

  • Google Analytics and Google Tag Manager, to see which pages are visited, how people arrive at the site and how it performs
  • Google Ads, to measure enquiries that come from our advertising and to show our ads to people who have visited the site
  • the Meta pixel (Facebook and Instagram), for the same measurement and advertising purposes on Meta's platforms
  • Microsoft Clarity, which records how visitors scroll and click so we can improve the design of the site

These tools collect information such as your IP address, device and browser type, the pages you view and the actions you take on the site. They do not tell us who you are. The providers handle this information under their own privacy policies.

You can block or delete cookies in your browser settings, and you can manage ad personalisation in your Google and Meta account settings. Blocking some cookies may stop parts of the website, such as embedded forms or booking tools, from working as expected.

Why we collect it and how we use it

We use your personal information to:

  • respond to your enquiry and talk with you about our services
  • assess, plan and deliver the supports you engage us for
  • work with your NDIS plan manager or the NDIA to claim for services you receive
  • meet our obligations as a Registered NDIS provider, including the NDIS Practice Standards and incident and complaints reporting
  • send you our newsletter, if you have subscribed
  • improve our website, our services and our advertising

We only use your information for another purpose if you agree, or if the law allows or requires it.

Who we share it with

We share personal information only as needed for the purposes above. This can include:

  • your plan manager, the NDIA and other providers involved in your supports, with your consent
  • people you have authorised to act for you, such as a nominee or guardian
  • the NDIS Quality and Safeguards Commission and other regulators, where the law requires it
  • service providers who help us run our business, such as our website host, our customer records system (GoHighLevel), email and IT providers, and the analytics and advertising providers listed above
  • emergency services, where we believe it is needed to prevent a serious threat to someone's life, health or safety

We never sell your personal information.

Disclosure outside Australia

Some of the providers we use store information on cloud servers located outside Australia, mainly in the United States. This applies to GoHighLevel, Google, Meta and Microsoft. When we use these providers we take reasonable steps to make sure they protect your information in a way that is consistent with the Australian Privacy Principles.

How we store and protect it

We store personal information in secure electronic systems with access limited to the staff who need it for their work. Our website uses an encrypted (HTTPS) connection, and our systems are protected by passwords and access controls. Any paper records are kept in secure storage.

We keep personal information for as long as we need it to provide our services and to meet our legal and record-keeping obligations. After that, we securely destroy it or remove anything that identifies you.

If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time, usually within 30 days. If we are unable to give you access or make a correction, we will explain why in writing and tell you how to complain.

Making a privacy complaint

If you are concerned about how we have handled your personal information, please contact us first. Tell us what happened and how you would like it resolved. We will look into it, keep you informed and give you our response in writing.

If you are unhappy with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

If your concern is about the quality or safety of an NDIS support, you can also contact the NDIS Quality and Safeguards Commission. See our Complaints page.

Contact us

Changes to this policy

We may update this policy from time to time. The current version is always on this page, with its effective date at the top.