Privacy Policy

To safely and effectively provide transport services, we may collect:

Contact details — name, address, phone number, email

NDIS details — NDIS number, plan management type (self-managed or plan-managed), plan manager contact details

Support and mobility information — wheelchair or mobility equipment details, support needs relevant to safe transport, relevant medical or safety information (e.g. allergies, seizure risk, communication needs)

Emergency contact details

Booking and trip information — pick-up/drop-off locations, appointment times, trip history

Billing information — invoicing details and payment records

Website and enquiry information — details you provide through our website contact or booking enquiry pages

We only collect information that is reasonably necessary to provide our services safely.

We collect personal information directly from you, or from a nominee, family member, support coordinator, or plan manager acting on your behalf, when you make a booking or enquiry by phone, email, or through our website.

We use your personal information to confirm and deliver booked transport services safely, communicate with you about bookings, changes, or delays, prepare and send invoices (including to your nominated plan manager), record and manage incidents in line with our incident management practices, respond to feedback or complaints, and meet our legal and regulatory obligations including under the NDIS Code of Conduct.

We do not use your personal information for marketing purposes without your consent, and we do not sell your personal information.

We only disclose your personal information to your nominated plan manager (solely for invoicing and payment purposes, where you are plan-managed), to a support coordinator or other party you have specifically authorised us to share information with, to emergency services where necessary to protect your health or safety or that of others, where required by law (including to the NDIS Quality and Safeguards Commission if required as part of a complaint or incident investigation), and to our own staff and contracted drivers on a need-to-know basis to safely deliver your transport.

We do not share your information with third parties for their own marketing purposes.

Your personal information is stored securely using password-protected systems and is accessible only to staff who need it to deliver your service. We retain personal information only for as long as necessary to provide our services and meet our legal, tax, and NDIS record-keeping obligations, after which it is securely deleted or de-identified.

You have the right to request access to the personal information we hold about you, and to request correction if any of it is inaccurate, out of date, or incomplete. To make a request, contact us using the details in Section 9. We will respond within a reasonable timeframe and will not charge you for a reasonable request.

If you contact us or submit a booking enquiry through our website, we collect the information you provide in that form. Our website does not use tracking cookies to build advertising profiles.

If you believe we have mishandled your personal information, please contact us first using the details below so we can address it directly. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au, or with the NDIS Quality and Safeguards Commission on 1800 035 544 where the concern relates to NDIS supports.

Barwon Mobility PO BOX 3077, Grovedale VIC 3216 0410 034 343 · [email protected] www.barwonmobility.com.au

We may update this Privacy Policy from time to time. The current version will always be available on our website.