Your information, your privacy

Coordinated Care Services (CCS) is operated by YES WE CAN DISABILITY SERVICES PTY LTD, ABN 11 630 019 813. This policy explains how we handle personal information through our website, enquiries, referrals and disability support services.

Contact our HR team

HR handles privacy enquiries, requests for access or correction, and privacy complaints. Email info@cocareservices.com.au with “Privacy request” in the subject, or call 1800 320 810 and ask for HR. Please avoid sending unnecessary health information or identity documents in an initial email.

Information we collect

Depending on your interaction with CCS, we may collect your name and contact details, communication preferences, enquiry or referral details, information about authorised representatives, and information needed to assess and deliver support. Service records may include support needs and goals, relevant health and disability information, NDIS and funding details, service agreements, support notes, invoices, feedback and incident records.

We collect information directly when you contact us, submit a form or receive support. Relevant information may also come from an authorised representative or a professional involved in your support. Referrers should have appropriate authority to share another person’s information and share only what is necessary.

We seek consent to collect sensitive information where required by law, unless a lawful exception applies. You may make general enquiries without identifying yourself where practicable. Without information needed to assess a referral or provide support, we may be unable to complete that particular request.

How information is used and shared

We use relevant information to respond to enquiries, assess suitability, arrange and deliver support, communicate with authorised people, administer payments, address feedback and incidents, and meet applicable obligations. Where appropriate and lawful, information may be shared with authorised CCS workers, your agreed representatives or support professionals, funding and payment administrators, service providers supporting our business systems, and regulators or other authorities.

Information sharing is limited to the relevant purpose and subject to consent where required or another lawful basis. Contact HR to discuss or change your information-sharing preferences. Withdrawal of consent may affect future support arrangements but does not automatically require deletion of records we must retain.

Storage, protection and retention

CCS stores its participant and business records in Australia. Our standard retention period is seven years, subject to any applicable requirement to retain particular records for longer, including legal holds. Contact HR for information about the retention period applying to your records.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No internet transmission or storage system can be guaranteed completely secure. When records are no longer required and may lawfully be disposed of, they are securely destroyed or de-identified.

Google Analytics and cookies

Our website uses Google Analytics and cookies to understand website usage and help improve our website and services. Depending on the settings and your browser, analytics information may include pages viewed, interaction events, referring pages, device and browser details, approximate location and cookie identifiers. Information is shared with Google through this service and should not be treated as completely anonymous.

Google Analytics loads when you visit our website, subject to your browser or other blocking controls. Dismissing our analytics notice only closes the notice. It does not stop tracking and is not recorded as consent. Browser settings can restrict cookies, but blocking cookies alone may not prevent all analytics transmissions.

Our Australia-only storage statement and seven-year retention period for CCS records do not apply to Google’s handling of analytics information. Google operates internationally and may process information outside Australia, including in the United States. Analytics retention depends on the service settings and Google’s applicable practices. See Google’s Privacy Policy and Google Analytics data safeguards for more information.

This policy provides information about our practices; visiting the website or dismissing a notice does not itself provide consent where consent is legally required.

Access and correction

You may ask HR for access to personal information we hold about you or request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading. We may verify your identity and a representative’s authority. We consider requests in accordance with applicable law and explain any lawful refusal and available complaint options. Tell HR if you need an accessible format or assistance with a request.

Privacy complaints

Contact HR using the details above, explain your concern and tell us the outcome you are seeking. HR will review the complaint, seek relevant information and communicate the outcome and any proposed action. An authorised representative or advocate may assist you. If you remain dissatisfied, you may seek advice or lodge a complaint with the Office of the Australian Information Commissioner, subject to its complaint process.

Changes to this policy

We may update this policy when our practices or obligations change. The current version will be available on this website. Contact HR to request a copy or an accessible explanation.