Privacy Policy

At Gems. Support Company Pty Ltd (“we”, “us”, “our”), we are committed to protecting your privacy and handling your personal information with care, transparency, and respect.

This Privacy Policy explains how we collect, use, store, and protect your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Information we collect
We may collect personal information such as:

  • Your name, email, phone number, and address

  • Information about your support needs or goals

  • NDIS plan details (where relevant)

  • Emergency contact details

  • Information you share through forms, emails, or phone calls

  • Employment or application details if you apply to work with us

  • Website usage data through cookies or analytics

We only collect the information that is necessary to deliver our services safely and effectively.

How we collect your information
We may collect information:

  • Directly from you (via forms, emails, phone calls, or meetings)

  • Through your interactions with our website (e.g., submitting a contact form or booking inquiry)

  • From plan managers, support coordinators, or others involved in your care (with your consent)

  • From third-party tools such as Google Analytics or Squarespace analytics

Why we collect your information
We collect and use your information to:

  • Provide and manage our services to you

  • Communicate with you about bookings, invoices, or updates

  • Respond to your questions or feedback

  • Meet NDIS or legal obligations

  • Improve our website, programs, and client experience

We will always let you know why we need your information if it’s not obvious.

Storing and protecting your information
Your information is stored securely using trusted systems.
We take reasonable steps to prevent unauthorised access, disclosure, or misuse of your information, including password protection, limited staff access, and secure digital storage.

We retain information only as long as necessary for business or legal purposes.

Sharing your information
We only share your information when it’s necessary and with your consent, including:

  • With other professionals or organisations involved in your care

  • With plan managers or NDIS representatives (as required)

  • With our staff and contractors who need the information to perform their role

  • When required by law (e.g., in case of safety concerns or compliance requests)

We never sell your personal information.

Cookies and analytics
Our website may use cookies and analytics tools (such as Squarespace Analytics or Google Analytics) to help us understand visitor activity and improve our content.
You can disable cookies in your browser settings if you prefer.

Accessing or correcting your information
You can request access to the personal information we hold about you, or ask for corrections, at any time.
To do this, please contact us using the details below.

Complaints or concerns
If you believe we have breached your privacy or mishandled your information, please contact us.
We take all concerns seriously and will respond promptly.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au