Effective: 1 July 2024

Security and Privacy

Security for your personal information

At NDIS Superhero, we take the security of your personal information very seriously. We:

• Train our staff regularly to understand and uphold their responsibilities in protecting your personal information.
• Ensure staff access NDIS Superhero systems only via secure work devices.
• Continuously monitor our systems and work with cybersecurity experts to prevent and detect threats or breaches.
• Require that all partners, suppliers and infrastructure providers adhere to mandatory breach notification protocols and stringent security standards.
• When information is no longer required, we ensure it is securely deleted, destroyed or de-identified in line with legal requirements.

For more information, please continue reading our full Privacy Policy below.

Privacy Policy

We respect your privacy

NDIS Superhero respects your right to privacy. We’re committed to protecting the confidentiality and security of the information you provide while using our services. Our practices align with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

This policy explains how we collect, store, use and disclose your personal information. By using the NDIS Superhero app, website, or services, you consent to these practices.

How we collect your personal information

Personal information is anything that identifies you or could be used to identify you.

We collect personal information when you:

• Use our app or website
• Contact us electronically or in person
• Sign up for our services
• Provide information to us as part of using our NDIS plan management services

When creating an account, you may be asked to provide:

• Your first name and surname
• A valid email address
• A secure password

When using our services, you may also be asked to provide information such as:

• Date of birth
• Phone number
• Address
• NDIS participant number
• Disability type and goals
• Details of your current providers and support network

We may collect further information through:

• Direct communication with our team
• Feedback, surveys, and service improvement tools
• Claims and invoice processing records
• Website analytics and usage tracking

The NDIA requires us to retain some categories of information for a minimum of seven years for quality and audit purposes.

How we use your information

Your personal information is used to:

• Deliver our services to you
• Assist in managing your NDIS plan
• Respond to your inquiries and feedback
• Understand your goals and provide personalised support
• Improve our technology and service offerings
• Meet our obligations to the NDIA and Australian Government

We may also use your information to:

• Inform you of new services and product updates
• Analyse aggregate data for service and community benchmarking
• Contact you for customer experience purposes

You can opt out of marketing communications at any time. Essential service-related communications will still be sent.

Disclosure of your personal information

We may disclose your personal information:

• To comply with Australian laws, subpoenas, or legal investigations
• To third-party providers or government agencies as required to deliver services
• To contracted suppliers or platform partners (who may be overseas) under strict confidentiality
• In the event of a merger or transfer of business assets, to a buyer under confidentiality conditions

Accessing and correcting your information

You can view and update most of your personal information by logging into your account.

If you believe we hold inaccurate or outdated information, please contact us at hello@ndissuperhero.com.au. We may ask you to verify your identity before processing your request.

Privacy complaints

If you are concerned about how we have handled your personal information, please contact:

Privacy Officer

NDIS Superhero
Email: hello@ndissuperhero.com.au
Mail: PO Box 323 MELTON VIC 3337

We will respond within 30 days and take all reasonable steps to resolve the matter.

Changes to this Privacy Policy

We may update this policy as our services evolve. Changes will take effect once published on our website. Please check regularly for updates.

Cookies and analytics

Our website and app may use cookies to:

• Improve your online experience
• Track usage and performance
• Deliver targeted advertising via third parties (like Google Ads)

You can manage or disable cookies via your browser settings.

Third-party sites

Our services may link to external websites. We do not control or take responsibility for those websites or how they handle your data. We recommend reviewing their privacy policies before using them.

Need help or have questions?

We’re here to support you. For privacy queries or help understanding this policy, email us at hello@ndissuperhero.com.au.