Skip to content
Altura Care

Privacy Policy

Last updated: 1 October 2026

Who we are

This policy explains how Altura Care Pty Ltd (ABN 26 638 900 375) looks after your personal information. We trade as Altura Care and Altura Therapy. In this policy, "we", "us" and "our" mean Altura Care Pty Ltd, under both names.

We are a registered NDIS provider. We follow the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs) in that Act. We also follow the Health Records and Information Privacy Act 2002 (NSW) and the NDIS Code of Conduct. You can read the APPs on the website of the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

The information we collect

We only collect the information we need to support you. If you use our services, this may include:

  • your name, date of birth and contact details;
  • your NDIS number and details of your NDIS plan;
  • the names and contact details of your family, guardian, nominee, support coordinator or plan manager;
  • health and disability information we need to support you safely;
  • your goals, preferences and support plans;
  • notes about the supports we provide and how they are going;
  • reports from your doctor, therapist or other providers, with your consent; and
  • billing and payment details.

If you contact us through this website, we collect what you type into the form. This may be your name, phone number, email address and message.

Sensitive information

The Privacy Act calls health and disability details sensitive information. It has extra protection. We only collect it with your consent, or where the law allows or requires it.

How we collect it

We collect most information from you directly. This may be in person, by phone, by email or through the forms on our website.

We may also receive information from other people. This includes referrals from your support coordinator. With your consent, it can also come from your family, guardian or nominee, your plan manager, the NDIA or other providers.

Sometimes we receive information we did not ask for. When that happens, we check whether we could have collected it in the usual way. If not, we destroy it or remove anything that could identify you, where it is lawful to do so.

You can ask a general question without giving your name. To provide supports, we will need to know who you are.

Your consent

We ask for your consent before we collect or share your health details, except where the law allows or requires us to act without it. If you have a guardian or nominee, we may ask them to give consent for you. You can change or withdraw your consent at any time by contacting us. If you withdraw consent, we may not be able to keep providing some supports. We will explain what that means for you first.

How we use it

We use your information to:

  • reply to your enquiry or referral;
  • plan, deliver and review your supports;
  • keep you and our workers safe;
  • claim payment for NDIS supports and send invoices;
  • keep your family or nominee informed, where you have agreed to this;
  • handle feedback and complaints; and
  • meet our legal duties as a registered NDIS provider.

We use your NDIS number only to deliver and claim for your supports. We do not use it as our own ID number for you.

We will only send you news or updates if you ask for them. You can unsubscribe at any time.

Who we share it with

We may share your information with:

  • the National Disability Insurance Agency (NDIA), which runs the NDIS;
  • your plan manager or support coordinator;
  • other providers involved in your supports, with your consent;
  • your family, guardian or nominee, with your consent;
  • the NDIS Quality and Safeguards Commission and other regulators, when the law requires it; and
  • companies that help us run our business, such as IT, email and payment services. They must keep your information safe.

Altura Care and Altura Therapy are one business. Our staff share your details between the two only when they need them to support you.

Sometimes the law requires or allows us to share information without your consent. For example, we may need to report an incident to the NDIS Commission. We may also share information to lessen a serious threat to someone's life, health or safety. We must also report concerns about a child's safety to the right authority.

We do not sell your personal information.

Information stored outside Australia

Some services we use may store or handle data outside Australia. These include our website form service, our email service and our care software. Before we use a service, we check that it protects information to the standard the APPs require.

How we store and protect it

We keep information in secure paper and electronic records. Only staff who need your information to do their job can see it. We keep health records for at least 7 years after the last time we supported you. If you were under 18 at that time, we keep them until you turn 25. NSW law sets these periods. After that, we destroy records or remove anything that could identify you.

Our website and cookies

At the moment, this website does not use analytics or advertising tools. It may use a small number of cookies that it needs to work. If you arrive from an ad or a link, your browser keeps a note of where you came from for 30 days. It is sent with any form you fill in. You can turn off cookies in your browser settings. If we add analytics tools in the future, we will update this policy first.

Our website may link to other websites. We are not responsible for how those websites handle your information.

Seeing and correcting your information

You can ask to see the information we hold about you. You can also ask us to correct it. Contact us using the details below. We will reply within 30 days. If we cannot give you access, we will tell you why in writing.

Data breaches

If we think there may have been a data breach, we look into it quickly. We finish this check within 30 days. If the breach is likely to cause you serious harm, we will tell you and the OAIC as soon as we can. The Notifiable Data Breaches scheme requires this.

Complaints

If you have a concern about how we handle your information, please tell us first. We will look into it and reply within 30 days.

If you are not happy with our reply, you can contact the OAIC on 1300 363 992 or at www.oaic.gov.au.

For health information, you can also contact the NSW Information and Privacy Commission on 1800 472 679 or at www.ipc.nsw.gov.au.

If your concern is about the quality or safety of your NDIS supports, you can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au.

Contact us

Altura Care Pty Ltd
Level 4, 20-22 Macquarie Street, Parramatta NSW 2150
Phone: 1300 192 611 or 0405 661 330
Email: [email protected]

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.