Privacy Policy
Better Support SA
Version 2.1, published 14 September 2026
1. Who we are
Better Support & Mentoring SA Pty Ltd (ACN 691 238 838) as trustee for The JDM Family Trust, trading as Better Support SA. ABN 80 219 620 080.
We are a disability support provider in South Australia delivering supports under the National Disability Insurance Scheme.
This policy explains how we handle personal information, and how to reach us if you have a question or a complaint. It applies to participants, their families and guardians, our workers, job applicants, and anyone who contacts us through our website.
2. The law we work under
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Because we provide a health service and hold health information, we are covered by the Privacy Act regardless of our size or turnover.
We are also bound by the NDIS Code of Conduct, which requires us to respect the privacy of people with disability, and by the NDIS Practice Standards on information management.
3. What we collect
Participants. Name, date of birth, contact details, address, NDIS number and plan details, the supports you receive, your goals, progress notes written by your support workers, risk assessments, health and disability information including medical alerts and medications, emergency contacts, and details of your family, guardian or support coordinator where relevant.
Most of this is sensitive information under the Privacy Act, which carries the strictest handling rules. We collect it only with your consent, and only where it is reasonably necessary to deliver your supports safely.
Workers and applicants. Contact details, employment records, qualifications and training records, NDIS Worker Screening and Working With Children Check details, police check results, first aid and CPR certificates, driver licence and vehicle insurance details, availability, and shift records.
Website visitors and enquiries. If you request a guide or resource from our website, we collect your first name and email address. Nothing more is required to receive it.
If you choose to complete our optional support check-in, we collect your answers to a short set of multiple-choice questions about your situation. Some of those answers concern disability and NDIS status, which is sensitive information. We ask for your consent before you begin, you can stop at any point, and we never ask for a diagnosis, an NDIS number, plan details or a date of birth. If you ask us to contact you, we also collect your phone number, suburb and preferred contact time, with your separate consent.
4. How we use it
- To deliver, roster and coordinate your supports
- To keep the records the NDIS requires us to keep
- To communicate with you, your family, guardian or support coordinator
- To claim payment for supports delivered
- To employ, screen and train our workers
- To respond to enquiries and send resources you have asked for
- To improve our services and meet our legal obligations
We send marketing emails only to people who have asked for information or ticked the optional box. Every one carries an unsubscribe link, and unsubscribing takes effect immediately.
5. How we use artificial intelligence
We use AI tools to help our staff draft and organise written work. We are setting this out plainly because we think you are entitled to know, and because privacy law requires it from 10 December 2026.
What AI is used for
- Drafting participant documents such as risk assessments, client profiles and support plans, from information already in our records
- Tidying the spelling, grammar and wording of progress notes written by support workers
- Summarising progress notes into periodic progress reports
- Suggesting activity ideas linked to a participant's goals
The kinds of personal information involved. Name, date of birth, disability and health information, support needs, goals, risk information and progress notes.
What AI does not do. No decision about you is made solely by a computer program. Every AI-assisted document is checked by a person before it is used, and every decision about your supports is made by a person. We do not use AI to decide whether you receive supports, to assess your eligibility, or to make clinical judgements.
Where the processing happens. Today our AI processing runs through Anthropic's service in the United States, under business terms that do not permit our information to be used to train its models. We are moving this processing to Australian hosting.
Our safeguards, and what we are still building. We do not enter participant information into public AI tools such as consumer chatbots. We are building a step that removes identifying details before information is sent for AI processing, a record of who checked each AI-assisted document, and staff training on what may and may not be entered into an AI tool. We will update this policy as each of these is in place.
Enquiry check-in scoring. If you complete our optional website check-in, your answers are scored by a simple rules-based program that helps our team decide who to contact first. It uses no artificial intelligence, the rules are fixed and explainable, and a person decides whether and when to make contact. You can ask us how your answers were scored.
6. Who we share it with, and where it goes
We share personal information with the NDIA and the NDIS Quality and Safeguards Commission where required, with your support coordinator or plan manager where you have asked us to, with health practitioners where you have consented, and with our insurer or a regulator where the law requires it.
We also use software providers to run our business. Some of them store information outside Australia. We take reasonable steps to ensure they handle your information consistently with the Australian Privacy Principles, and we remain accountable for how they handle it.
| What we use it for | Where the information is stored |
|---|---|
| Rostering, progress notes and invoicing | Australia |
| Our internal operations system | United States, moving to Australia |
| AI document drafting | United States, moving to Australia |
| Email, calendar and documents | United States or European Union |
| Online forms and electronic signing | United States or European Union |
| Website advertising measurement | United States |
| Accounting and payroll | Australia or the United States |
Advertising on our website. If you visit our website we may use the Meta advertising pixel to measure how well our ads work. It records that an action happened, such as a guide being requested, and sends your IP address and browser information to Meta in the United States. If you fill in a form on our site, it may also send a scrambled (hashed) version of the contact details you entered, which Meta uses only to match the action to an account. It never sends your check-in answers. You can opt out through your browser settings or your Meta ad preferences.
We do not sell personal information. We never have and we will not.
7. How we keep it safe
- Access is limited to people who need it for their role, and each person has their own login
- Information is encrypted while it travels between you and our systems
- Daily backups are taken of our operations system
- We remove a worker's access when they leave
- Workers are trained on privacy and confidentiality
We are also putting in place a record of who has accessed or changed participant records, multi-factor authentication across all of our core systems, and regular tested restores of our backups. We will update this policy as each is in place.
Tax file numbers and bank details for our workers are held only in our payroll system and are never copied into our other systems.
8. How long we keep it
- Participant records: at least seven years from the last date we provided a support. For participants who were under 18, until they turn 25.
- Worker records: seven years after employment ends.
- Website enquiries: if you only requested a guide, 24 months. If you completed the check-in and told us not to contact you, we anonymise your answers after 12 months.
When information is no longer needed and we are not required to keep it, we destroy it or de-identify it.
9. Your rights
You can ask to see the personal information we hold about you, ask us to correct it if it is wrong, withdraw a consent you have given, ask us to stop sending marketing, or ask us to delete information we are not legally required to keep.
Ask us and we will respond within 30 days. There is no charge. If we cannot give you access, we will tell you why in writing.
If you would like this policy in Easy Read or another format, tell us and we will arrange it.
10. If something goes wrong
If a data breach happens that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner as quickly as we can, and we will tell you what we are doing about it and what you can do to protect yourself.
11. Complaints
Please tell us first. We take privacy complaints seriously and we would rather hear about a problem than have you carry it.
Jackson Morton, Director and Privacy Officer
hello@bettersupportsa.com.au
0429 687 573
If you are not satisfied with our response, you can complain to:
- Office of the Australian Information Commissioner, 1300 363 992, oaic.gov.au
- NDIS Quality and Safeguards Commission, 1800 035 544, ndiscommission.gov.au
Making a complaint will never affect the supports you receive.
12. Changes to this policy
We review this policy at least once a year and whenever we change how we handle information. The version and date are at the top of this page. If we make a significant change, we will tell participants and families directly rather than relying on you to notice.
13. Our podcast and YouTube API Services
We produce the Better Conversations podcast and publish it on YouTube. To queue short clips of our own episodes to our own YouTube channel, we use an internal tool that connects to YouTube API Services. Only our own staff use that tool. It uploads video, titles and descriptions we created, and reads back only the publish status of the videos it uploaded. It does not collect or store any information about viewers, commenters or subscribers, and it does not access any other YouTube account.
Because the tool uses YouTube API Services, our use of it is also covered by the YouTube Terms of Service and the Google Privacy Policy. The channel owner authorises the tool once through Google sign-in and can withdraw that authorisation at any time from their Google Account's connected apps page. If you have a question about how we handle information connected to YouTube, contact us using the details in section 11.