A2 Care Services (“we”, “us”, “our”) is committed to protecting the privacy of all individuals who interact with us, including NDIS participants, their families, support coordinators, and staff. This Privacy Policy explains how we collect, use, store, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Information We Collect
We collect personal information necessary to deliver our NDIS support services, including:
Full name, date of birth, contact details (phone, email, address)
NDIS participant number and plan details
Health and disability information relevant to providing safe support
Emergency contact and next of kin information
Staff applications and employment-related information
Website enquiry form submissions
3. How We Use Your Information
Your personal information is used to:
Deliver and coordinate your NDIS support services
Communicate with you about your care and appointments
Meet our legal obligations under the NDIS Act 2013
Process referrals and service agreements
Improve our services through internal analysis
Respond to complaints and feedback
4. How We Store & Protect Your Information
We take the security of your personal information seriously. All records are stored securely using:
Encrypted digital systems with access controls
Secure physical storage for paper records
Staff training on confidentiality obligations
Regular security audits and reviews
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
5. Sharing Your Information
We may share your information with third parties only where:
You have provided consent
It is required by law or a court order
It is necessary to prevent serious harm
It is required by the NDIS Quality and Safeguards Commission
A healthcare professional needs it to provide treatment
6. Accessing or Correcting Your Information
You have the right to access or correct personal information we hold about you. To make a request, contact us at or call 0435 699 756. We will respond within 30 days.
7. Cookies & Website Data
Our website does not use tracking cookies. We do not collect personal information through website analytics beyond what you voluntarily submit via our contact or referral forms.
By accessing the A2 Care Services website, you agree to use it lawfully and for its intended purpose. The information on this website is provided for general informational purposes only and does not constitute professional medical or disability advice.
2. Online Enquiries & Forms
When you submit an enquiry or referral form on our website:
You agree to provide accurate and truthful information
Submission does not constitute a formal service agreement
We will respond within 1–2 business days
You consent to us using your details to respond to your enquiry
3. Service Information
All service descriptions on this website are subject to NDIS funding availability, eligibility, and assessment. Services are subject to formal Service Agreements which will be provided separately. Prices align with the current NDIS Pricing Arrangements and Price Limits.
4. Intellectual Property
All content on this website, including text, images, logos, and graphics, is the property of A2 Care Services or used under licence. You may not reproduce, distribute, or modify content without prior written permission.
5. Limitation of Liability
A2 Care Services takes all reasonable care to ensure website information is accurate and up to date. However, we are not liable for any loss or damage arising from reliance on website content. External links are provided for convenience and we are not responsible for third-party content.
6. Changes to Terms
We may update these Terms & Conditions at any time. Continued use of the website constitutes acceptance of updated terms.
7. Contact
For enquiries regarding these terms: info@a2careservices.com.au
Complaints Policy
NDIS Practice Standards Compliant
1. Our Commitment
A2 Care Services is committed to providing a fair, transparent, and accessible complaints process. We view complaints as an opportunity to improve our services and ensure every participant receives the quality of care they deserve.
2. Who Can Make a Complaint
Anyone may make a complaint, including:
NDIS participants receiving our services
Family members, carers, or guardians
Support coordinators or advocates
Any person with a genuine interest in a participant's welfare
Investigation and response within 10 business days
Written outcome provided to the complainant
No adverse action against participants for making a complaint
5. External Review
If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission at any time: 1800 035 544 or www.ndiscommission.gov.au
Incident Management Policy
NDIS Practice Standards Compliant
1. Purpose
A2 Care Services is committed to the safety of all participants. Our incident management system ensures all incidents are identified, reported, managed, and reviewed to prevent recurrence.
2. What is a Reportable Incident
Under the NDIS Act, we are required to report the following to the NDIS Commission within 24 hours:
Death of an NDIS participant
Serious injury to a participant
Abuse or neglect of a participant
Unlawful sexual or physical contact
Use of a restrictive practice not in a participant's plan
3. Reporting an Incident
If you witness or experience an incident involving A2 Care Services support:
All reported incidents are investigated promptly. We will communicate outcomes to affected participants and implement corrective actions to prevent recurrence. Records are maintained securely in compliance with NDIS requirements.