Privacy Policy

Last updated: 17/12/2025

Whole Self Independent Life Learning (“W.I.L.L.”, “we”, “us”, “our”) is committed to protecting the privacy and confidentiality of all individuals who engage with our services. This Privacy Policy explains how we collect, use, store, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Personal information we collect

We collect personal information that is reasonably necessary for the safe and effective delivery of our services, including:

Personal information

Names of participants, parents, carers, and support persons
Contact details (phone number, email address, postal address)
Date of birth and age
Emergency contact details

Sensitive information

Where required and with consent, we may collect sensitive information including:

Disability-related information
NDIS participant details (plan information, goals, funding categories)
Relevant health or therapeutic information
Behaviour support, risk, or safety information

Sensitive information is handled with strict confidentiality and collected only when necessary for service delivery.

2. How we collect personal information

We collect information through:

Enquiry and intake forms
Service agreements and consent forms
Phone, email, SMS, and in-person communication
NDIS documentation provided by participants or their representatives
Reports or information shared by allied health professionals (with consent)

3. How we use personal information

We use personal information to:

Deliver and manage supports and services
Communicate with participants, families, carers, and professionals
Meet NDIS service delivery, documentation, and safeguarding requirements
Manage bookings, rostering, record-keeping, and invoicing
Comply with legal and regulatory obligations

Personal information is only used for the purpose for which it was collected unless otherwise authorised or required by law.

4. Disclosure of personal information

Information is disclosed only where appropriate and necessary, including to:

W.I.L.L. staff and support workers involved in service delivery
Allied health professionals and external providers (with consent)
NDIS, plan managers, support coordinators, or funding bodies
Emergency services if safety concerns arise
Legal or regulatory authorities when required under law

We do not sell, trade, or use personal information for commercial marketing.

5. Storage and security of information

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure through:

Secure, encrypted, password-protected digital systems
Restricting information access to authorised personnel only
Secure storage and handling of physical records
Regular review of security processes

Information is retained only as long as necessary to meet service, legal, or record-keeping obligations.

6. Access and correction

Individuals have the right to:

Request access to personal information we hold
Request corrections to ensure accuracy and completeness

Requests can be made in writing using the contact details listed below.

7. Consent

By engaging with W.I.L.L. services or providing personal information, you consent to the collection, use, and disclosure of information as outlined in this Privacy Policy.

Consent may be withdrawn at any time, noting that withdrawal may limit our ability to provide services where information is required for safety or legal reasons.

8. Use of Artificial Intelligence (AI)

W.I.L.L. may use secure, privacy-compliant AI tools to improve the quality, accuracy, and efficiency of our services. This may include AI-assisted:

Documentation support (e.g., drafting reports or progress notes)
Resource creation (e.g., visual supports, social stories, educational materials)
Administrative processes (e.g., rostering assistance, scheduling, formatting documents)

When using AI tools, W.I.L.L. ensures:

No personal or identifying information is entered into AI systems unless explicit written consent is provided
All AI tools comply with Australian privacy requirements and data handling standards
Data used for AI processing is de-identified wherever possible
AI is used to support staff—not replace professional judgement
AI outputs are reviewed and approved by a qualified W.I.L.L. team member before use

Participants and families can request:

To opt out of having their de-identified information used with AI
Clarification on how AI is used
Copies of procedures outlining AI safety and privacy safeguards

W.I.L.L. does not use AI for decision-making, assessments, risk ratings, behaviour analysis, or any tasks requiring clinical judgement unless overseen by a qualified practitioner.

9. Privacy complaints

If you have concerns regarding how your information has been handled, please contact us directly. We take all privacy concerns seriously and respond promptly.

If you are unsatisfied with our response, complaints may be escalated to the Office of the Australian Information Commissioner (OAIC).

10. Contact us

For privacy enquiries, access requests, complaints, or AI-related questions, please contact:

Whole Self Independent Life Learning (W.I.L.L.)
Email: administration@wholeself.net.au
Phone: 0490 879 347
Website: www.wholeself.net.au