Your Rights & Privacy

We're committed to respecting your rights, protecting your privacy, and providing accessible, safe services.

Your Rights as an NDIS Participant

As an NDIS participant, you have important rights. We respect and uphold these rights in all our work with you.

Choice and Control

  • You have the right to choose your service providers
  • You can decide who supports you and how
  • You can change providers if you're not happy
  • You control your NDIS plan and how your funding is used

Respect and Dignity

  • You have the right to be treated with respect and dignity
  • You can expect professional, courteous service
  • Your cultural, religious, and personal beliefs will be respected
  • You have the right to privacy and confidentiality

Safety

  • You have the right to feel safe
  • You should be free from abuse, neglect, violence, and exploitation
  • You can report concerns without fear of repercussions
  • Providers must follow safeguarding procedures

Information and Communication

  • You have the right to clear, accessible information
  • You can ask questions and receive honest answers
  • You can have a support person with you in meetings
  • Information can be provided in your preferred language or format

The Right to Say No

  • You can refuse services or supports
  • You can say no to suggestions or recommendations
  • You don't have to answer questions you're uncomfortable with
  • You can stop or pause services at any time

Feedback and Complaints

We welcome your feedback—both positive and negative. If something isn't working for you, we want to know so we can fix it.

How to Give Feedback or Make a Complaint to Us

You can give feedback or make a complaint by:

What happens when you make a complaint:

  1. We'll acknowledge your complaint within 2 business days
  2. We'll investigate the issue and gather information
  3. We'll discuss the issue with you and work towards a resolution
  4. We'll provide you with an outcome within 14 days (or let you know if we need more time)
  5. We'll review our processes to prevent similar issues in future

You can have a support person help you at any stage of the complaints process. We can also arrange an interpreter if needed.

Complaints to the NDIS Quality and Safeguards Commission

You can also make a complaint directly to the NDIS Quality and Safeguards Commission. They're an independent government body that handles complaints about NDIS providers.

Contact the Commission:

The Commission can investigate complaints about NDIS providers who aren't following the rules, treating you unfairly, or not providing safe services.

Privacy Statement

We take your privacy seriously and are committed to protecting your personal information.

What Information We Collect

We collect information from you when you:

  • Contact us or enquire about our services
  • Engage us as your Support Coordinator
  • Participate in plan reviews or service evaluations

The information we collect may include:

  • Your name, contact details, and date of birth
  • Your NDIS number and plan information
  • Information about your disability, health, and support needs
  • Information about your goals and preferences
  • Contact details for your family, carers, or other support people (with your consent)

How We Use Your Information

We use your information to:

  • Provide Support Coordination services to you
  • Connect you with service providers
  • Communicate with you about your supports
  • Prepare reports for NDIS plan reviews
  • Meet our legal obligations as an NDIS provider
  • Improve our services

How We Protect Your Information

We protect your information by:

  • Storing it securely in password-protected systems
  • Limiting access to authorised staff only
  • Using secure communication methods
  • Training staff in privacy and confidentiality
  • Following the Australian Privacy Principles

Sharing Your Information

We will only share your information with your consent, except where required by law. We may share information with:

  • Service providers you choose to work with (with your consent)
  • The NDIA when required for plan management or reporting
  • Law enforcement or emergency services if there's a serious risk to safety

You control who we share your information with. You can ask us not to share information with specific people or organisations.

Accessing and Correcting Your Information

You have the right to:

  • Access your personal information that we hold
  • Request corrections if information is incorrect or out of date
  • Request deletion of your information (subject to legal requirements)

To access or correct your information, contact us at privacy@afterlightsupport.com.au or call 0420 744 771.

Australian Privacy Principles

As an Australian organisation, we comply with the Privacy Act 1988 and the Australian Privacy Principles (APPs). For more information about your privacy rights, visit the Office of the Australian Information Commissioner website.

Accessibility Commitment

We're committed to ensuring our services and information are accessible to everyone.

Website Accessibility

This website is designed to be accessible and follows Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. Features include:

  • Clear, simple language
  • High contrast colours for readability
  • Keyboard navigation support
  • Screen reader compatibility
  • Resizable text

If you encounter any accessibility barriers on this website, please contact us so we can fix them.

Service Accessibility

We work to ensure our services are accessible through:

  • Flexible meeting locations (home, community, video call)
  • Interpreter services for non-English speakers
  • Information in Easy Read or alternative formats
  • Communication supports (boards, technology)
  • Physically accessible meeting spaces
  • Flexible appointment times

If you have specific accessibility needs, please let us know and we'll work with you to ensure you can access our services.

Questions About Your Rights?

If you have questions about your rights, privacy, or how we can make our services more accessible, please get in touch.

Contact Us