Who we are
Happy Phoenix Cleaning Services Pty Ltd, trading as Ms. Polly’s Home Care, (ABN 75 655 516 546) is an APP entity subject to the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs). We also handle health information and sensitive information, which attracts additional protections.

1) What we collect
We only collect what we need to deliver safe, quality supports and run our business, including:

• Identity & contact: name, DOB, address, phone, email, emergency contacts.

• NDIS details: NDIS number, plan management type, goals, support schedules, risk/behaviour alerts, service agreements, progress notes.

• Health/sensitive info: diagnoses, medications/allergies, mobility/communication needs, manual handling requirements, behaviour support plan details (if applicable).

• Payments & admin: invoices, claims, remittances, plan manager details.

• Website & comms: enquiry form contents, call recordings/voicemails, basic analytics/technical logs.

2) How we collect

• From you or your authorised representative, support coordinator, plan manager or other providers with your consent.

• From our workers (progress notes, incident reports).

• From third parties where permitted or required by law (e.g., emergency services, NDIS Commission).

3) Why we collect and use it

• To plan and deliver your supports, maintain safety, roster workers and manage quality.

• To invoice/claim and meet audit, compliance and reporting obligations.

• To improve our services and respond to feedback/complaints.
  We rely on your consent, our contract with you (Service Agreement), and legal obligations under the NDIS Act/Rules and the Privacy Act.

4) Disclosing your information
We may disclose information to:

• Your nominated representatives, support coordinators, plan managers and other providers involved in your supports (as agreed).

• The NDIA (claims/evidence), the NDIS Commission (incidents/complaints), emergency services, regulators or insurers where required or authorised by law.

• Our auditors, IT and administrative vendors who are bound by confidentiality and privacy obligations.

5) Overseas storage & vendors
Some cloud or IT vendors we use may store data outside Australia. Where this occurs, we take reasonable steps to ensure comparable safeguards (contractual clauses, security standards) are in place.

Microsoft 365 AU
Google Workspace AU

6) Security
We use role-based access, encryption in transit, secure passwords/MFA, staff training, device controls and audit trails. If an eligible data breach occurs, we will assess and, where required, notify you and the OAIC under the Notifiable Data Breaches scheme.

7) Retention & disposal
We keep records only as long as needed for service delivery, legal, tax and audit purposes, in line with the NDIS Act/Rules and applicable laws. Financial records are generally kept for at least five years, and some service/incident records may need to be retained longer. When no longer required, we securely destroy or de-identify records.

8) Access & correction
You can request access to or correction of your personal information by contacting us (see Section 12). We will respond within a reasonable time and may ask for ID. If we refuse access or correction (e.g., due to legal restrictions), we’ll tell you why and how to complain.

9) Anonymity
You may contact us anonymously or with a pseudonym for simple enquiries. For service delivery, we usually need your identity and relevant health/NDIS details to keep you safe (APP 2).

10) Direct marketing
We don’t sell personal information. We may send service updates or satisfaction requests. You can opt out at any time.

11) Complaints

• To us: Email hello@mspollyshomecare.com.au or call 0410 376 778. We’ll confirm receipt and aim to resolve your concern promptly.

• If you’re not satisfied: You can lodge a privacy complaint with the Office of the Australian Information Commissioner (OAIC).

• NDIS concerns: You can also complain to the NDIS Quality and Safeguards Commission about our supports or conduct.

12) Contact
Privacy Officer, Ms. Polly’s Home Care – hello@mspollyshomecare.com.au – 0410 376 778.

13) Updates
We may update this policy to reflect law or practice changes. The latest version will always be on our website.