Privacy Policy
1. Our Approach to Privacy
Respecting privacy is a fundamental part of providing safe and professional services. Classy Life recognises the importance of protecting the privacy and confidentiality of personal information entrusted to us. This statement explains how we safeguard personal information, outlines the rights individuals have regarding the information we hold about them, and describes the ways in which personal information may be collected, used and disclosed by our organisation.
When handling personal information, Classy Life complies with the Privacy Act 1988 and the Australian Privacy Principles contained within that legislation. These principles guide how organisations manage personal information in Australia and ensure that individuals are treated fairly and respectfully.
Our goal is to ensure that personal information is handled responsibly and transparently while enabling us to provide safe and effective services.
2. Information We May Record
In order to deliver services and meet our legal and operational responsibilities, Classy Life may record certain personal details. This information may include identifying details, contact information and other information relevant to the services being provided.
Examples of information we may collect include:
- Name and contact details
- Date of birth
- Address and communication details
- NDIS participant number where applicable
- Emergency contact or advocate information
- Relevant health or support needs information
- Cultural or personal preferences that assist with service delivery
- Records of communication with Classy Life
Only information that is reasonably necessary for service delivery or compliance purposes will be collected.
3. Why Information Is Collected
The information collected by Classy Life helps us deliver appropriate and effective support. It allows us to coordinate services, communicate with participants and maintain accurate records of care and support activities.
Personal information may be used to deliver services, coordinate with healthcare professionals or other service providers, manage administration and billing requirements, meet regulatory obligations and improve the quality of our services. Information will only be used for purposes related to the services provided unless another use is required or authorised by law.
4. How Information Is Obtained
Personal information is generally collected directly from the individual receiving services. Collecting information directly helps ensure accuracy and transparency.
In some situations, information may also be obtained from family members, advocates, medical professionals, support coordinators or government agencies involved in a participant’s care. This will only occur where consent has been provided, where it is required by law, or where collecting the information directly is not practical.
Individuals have the right to withdraw consent for information collection at any time. However, doing so may affect our ability to deliver certain services.
5. When Information May Be Shared
At times, Classy Life may need to share personal information with people or organisations involved in delivering services and support. This helps ensure that participants receive safe, coordinated and effective care. Information may be shared with healthcare professionals, support providers, emergency services, relevant government bodies such as the NDIS, and individuals who have been nominated as an advocate, guardian or emergency contact.
In addition, Classy Life may engage external service providers, including administrative support, rostering services and digital support providers. Some of these providers may be located outside Australia. Where this occurs, access to personal information is limited to what is necessary for them to carry out their role.
Classy Life takes steps to protect personal information when working with external providers. These providers are required to follow strict confidentiality requirements, operate under formal agreements, and handle information in line with Australian privacy laws. They are also expected to use secure systems and follow appropriate privacy and data protection practices. Any access to personal information by these providers is treated as part of delivering our services and is limited to the purpose for which the information was originally collected. Personal information will not be shared with other parties unless consent has been provided, the disclosure is required by law, or it is necessary to prevent serious harm to an individual or the public.
6. Handling Sensitive Information
Certain personal details, such as health conditions or cultural background, are considered sensitive information.
- It is necessary to provide appropriate services
- The individual has given consent
- It is required by legislation or regulatory obligations.
7. Protecting Your Data
Classy Life takes reasonable steps to protect personal information from loss, misuse or unauthorised access. Information is stored in both physical and electronic formats and is accessible only to authorised staff.
Security measures include secure storage facilities, password-protected digital systems, controlled staff access and staff training in privacy and confidentiality responsibilities. When information is no longer required, it is securely archived or destroyed in accordance with legal requirements.
8. Responding to Data Breaches
If personal information held by Classy Life is lost, accessed without permission or disclosed inappropriately, the organisation will follow its internal procedures for managing data breaches. Where required by law, affected individuals will be informed and steps will be taken to minimise any potential harm.
9. Accessing or Updating Your Information
Individuals have the right to request access to personal information held about them by Classy Life. Requests may also be made to correct information that is inaccurate or outdated.
To protect privacy, proof of identity may be required before information is released. Classy Life aims to respond to requests within a reasonable timeframe.
10. Online Information Collection
When visiting the Classy Life website, limited technical information may be collected automatically. This information helps us understand how our website is used and allows us to improve the user experience.
This may include details such as the type of browser used, pages visited and general website usage statistics. Cookies may also be used to remember user preferences. Users can disable cookies through their browser settings if they wish.
Our website may contain links to external websites. These websites operate independently and Classy Life is not responsible for their privacy practices.
Contact Information
If you have questions about how your personal information is handled, or if you believe your privacy has not been respected, please contact Classy Life using the information below:
Email: admin@classylife.com.au
Phone: (02) 4392 4466
Postal Address:
49 Nelson Street
Wallsend NSW 2287
Feedback and Complaint Resolution
1. Listening to Feedback
Classy Life values feedback from participants, families, advocates, staff and members of the community. Feedback helps us understand what is working well and where improvements may be needed.
People receiving our services have the right to share compliments, suggestions or concerns about the way services are delivered. Providing feedback will not affect the support a participant receives. All feedback is treated respectfully and handled in a fair and confidential manner.
2. Ways to Provide Feedback or Make a Complaint
Feedback or complaints can be provided in several ways. Individuals may speak directly with a staff member, contact our office by phone or email, or complete the feedback form available on the Classy Life website.
The website form allows individuals to provide their contact details, explain the concern or feedback, and describe what happened. People are encouraged to include information such as where the incident occurred, when it happened and who was involved so that the matter can be properly reviewed.
Feedback may also be provided on behalf of another person, such as a participant, family member or service user. In these situations, the form asks about the relationship to the person involved and whether the person knows about and consents to the complaint being made.
Supporting documents may also be submitted if they help explain the situation.
3. Anonymous Feedback
Classy Life understands that some individuals may prefer not to provide their name when raising a concern. Anonymous feedback can be submitted through the anonymous feedback section of the website.
Although anonymous feedback may limit our ability to gather further information, all concerns will still be reviewed and considered carefully.
4. What Happens when Feedback is Received
When feedback or a complaint is received, Classy Life will acknowledge the matter as soon as possible, usually within two business days.
The information provided will be reviewed by the appropriate staff member or manager. Where necessary, the organisation may gather additional information to understand the situation and determine the best way to address the concern. Classy Life aims to respond to complaints in a fair and timely manner and will generally provide an outcome or update within 28 days.
5. Investigation and Resolution
If a complaint requires investigation, the organisation will review the information provided and speak with the relevant people involved. The purpose of the investigation is to understand what occurred and determine whether improvements or corrective actions are required.
When submitting feedback, individuals may also indicate what outcome they are seeking. Classy Life will consider this request when reviewing the matter and will inform the person who raised the concern of the outcome once the review is complete. All complaints and feedback are recorded so that the organisation can identify patterns and improve services over time.
6. If You are not Satisfied with the Outcome
If a person feels that their concern has not been resolved appropriately, they may request that the matter be reviewed by a senior staff member within Classy Life. Individuals may also choose to seek assistance from independent organisations that oversee disability services and support complaint resolution.
7. External Organisations that can Assist
Participants or their representatives may contact external organisations if they would like additional support or advice regarding a complaint.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au
National Disability Insurance Agency
Phone: 1800 800 110
Email: feedback@ndis.gov.au
Department of Social Services
Phone: 1800 634 035
Website: www.dss.gov.au
National Disability Abuse and Neglect Hotline
Phone: 1800 880 052
Website: www.disabilityhotline.org
Australian Human Rights Commission
Phone: 1300 656 419
Website: www.humanrights.gov.au