How Hand in Hand collects, uses, and protects personal information.
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Hand in Hand
Privacy Policy
This page explains how Hand in Hand handles personal information on our website and while delivering disability support services.
Last updated: 12 May 2026
Personal information
Website enquiries
Client privacy
Access and correction
Policy overview
2. Quick summary in plain English
This policy covers how we collect, use, store, and share personal information through our website and service-related interactions.
It applies to clients, guardians, family members, carers, referrers, and job applicants who deal with Hand in Hand.
We aim to handle personal information respectfully, securely, and in line with Australian privacy expectations, including applicable Australian Privacy Principles.
Some information we handle may be sensitive information, including disability or health-related details, and we handle this with additional care where required by law.
The detailed sections below explain what we collect, why, who we may share with, and how to request access, correction, or make a complaint.
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Information we collect
Depending on how you engage with Hand in Hand, we may collect personal information such as:
Identity and contact details
Name, phone number, email address, postal address, and service address.
Preferred contact methods and communication preferences.
Enquiry and referral details
Information provided through contact forms, phone calls, emails, and referral channels.
Details from family members, carers, guardians, referrers, or other approved contacts where relevant.
Client and service details
Information needed to assess service suitability, onboarding, and support delivery administration.
Guardian, nominee, authorised representative, and emergency contact details where relevant.
Support needs, goals, and service-related records needed to deliver suitable services.
Operations, finance, and recruitment
Payment or invoice information where applicable.
Complaint and incident-related information where required.
Job application details such as resume, qualifications, references, and right-to-work information.
Website and technical data
IP address, browser type, device information, pages visited, and cookie-related information where used.
Security and performance data from website infrastructure and technology providers.
Some information we collect may be sensitive information under privacy law, including disability or health-related information. We only collect and handle this information where reasonably necessary and where required or authorised by law.
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How we collect information
We collect personal information in different ways, including when you:
submit a website contact form or service enquiry
call us or email our team
submit or receive a referral through a family member, referrer, or other authorised person
complete onboarding forms, service agreements, and related administration
speak with our staff about supports, scheduling, service coordination, complaints, or incidents
use our website where cookies, logs, or analytics tools may capture technical data
apply for a role with Hand in Hand
In some circumstances, we may collect information from third parties where you have authorised this, where it is reasonably necessary for service delivery, or where collection is required or permitted by law.
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Why we collect and use information
We collect and use personal information for practical service and operational purposes, including to:
respond to website enquiries and service enquiries
assess whether our services are suitable for your needs
onboard clients and manage service agreements
deliver supports and related administration, including rostering, scheduling, travel coordination, and communication
communicate with clients and authorised contacts
manage quality assurance, complaints, and incident processes
meet legal, regulatory, and audit obligations
improve website experience, service communication, and internal processes
manage recruitment and hiring activities where applicable
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Disclosure of personal information
We may disclose personal information where reasonably necessary for service delivery, operational support, safety, compliance, or where required or authorised by law.
Depending on circumstances, this may include disclosure to:
Hand in Hand staff and authorised personnel
technology, hosting, communication, and form-processing service providers supporting our operations
clients and their authorised representatives, guardians, or emergency contacts
referrers, carers, or family members where authorised or appropriate
professional advisers, auditors, and insurers where required for governance and compliance
government bodies, regulators, or law enforcement where required or authorised
emergency services or health and safety services when urgent support is needed
We aim to limit disclosure to information that is relevant to the purpose and context.
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Service privacy and safety context
Hand in Hand keeps appropriate records and manages complaints, incidents, and feedback in line with legal and operational obligations. We do this with a people-first approach that supports dignity, safety, and clear communication.
We keep records needed for client onboarding, support delivery, scheduling, communication, and service-related administration.
Information may be used and, where required, disclosed to manage complaints, respond to incidents, support safeguarding actions, and meet reporting or audit obligations.
Where relevant, we communicate with guardians or other approved contacts while seeking to respect client preferences and applicable consent arrangements.
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Cookies, analytics, and website technologies
Our website may use cookies, server logs, and technology tools to support website function, security, and performance.
Cookies: may remember preferences and improve browsing experience.
Analytics: may help us understand page usage and improve site content.
Log and security data: may assist with troubleshooting, fraud prevention, and system protection.
Current website tools in use include secure website hosting/server logs and website enquiry forms processed via our form handling platform.
You can usually manage cookies through your browser settings. Disabling some cookies may affect website functionality.
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Storage and security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure.
These steps may include:
role-based access controls and restricted staff access
secure systems, account protections, and document handling procedures
confidentiality expectations for workers and authorised personnel
website and hosting security measures appropriate to our operating environment
record retention and disposal practices guided by legal and operational requirements
No system is completely risk-free, but we work to maintain practical and proportionate safeguards.
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Overseas disclosure
Hand in Hand generally seeks to use service providers that support appropriate privacy and security standards.
Some technology providers we use may store or process personal information outside Australia. Where this applies, we take reasonable steps to ensure privacy protections are in place that are appropriate to the circumstances.
Confirmed overseas storage or processing locations: to be confirmed. Where providers process data outside Australia, we will update this policy.
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Access and correction
You can request access to personal information we hold about you, and you can request corrections if information is inaccurate, out of date, incomplete, irrelevant, or misleading.
To make a request, contact us using the details in Section 13 and include enough information for us to identify your records.
We may need to verify your identity or your authority to act for someone else before releasing or changing information.
In some cases, legal exceptions or practical limits may apply to access requests.
Where we cannot provide access or make a requested correction, we will explain the reason where required.
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Privacy complaints
If you have a concern about how we handled personal information, please contact Hand in Hand first so we can review and respond.
When lodging a complaint, it helps to include:
your name and contact details
a description of what happened and when
how you were affected and what outcome you are seeking
We aim to acknowledge privacy complaints promptly and provide a response within 30 calendar days where practicable.
If you are not satisfied with our response, you may be able to escalate your concern to the Office of the Australian Information Commissioner (OAIC) or another relevant body.
OAIC privacy complaint information is available at
oaic.gov.au.
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Contact details
If you have privacy questions, requests, or complaints, please contact:
