Privacy Policy

Effective date: 9 October 2026

LeadWise Connect Pty Ltd (ABN 49 702 892 519, ACN 702 892 519), trading as LeadWise Connect ("we", "us", "our"), respects your privacy. This policy explains how we collect, hold, use and disclose personal information, and how you can access or correct it or make a complaint.

1. The laws and standards we follow
2. What we collect
3. How we collect it
4. Dealing with us anonymously
5. Why we collect it
6. Who we share it with
7. Overseas disclosure
8. Our website, forms and email
9. Storage, security and retention
10. Access and correction
11. Data breaches
12. Complaints
13. Contact our Privacy Officer
14. Changes to this policy

1. The laws and standards we follow

• Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs). We handle personal information in line with the Privacy Act and the APPs. Health and disability information is "sensitive information" under the Privacy Act and is given extra protection.
• NDIS. The NDIS Code of Conduct applies to all NDIS providers, registered and unregistered, and requires providers to respect the privacy of people with disability. We follow it. The NDIS Practice Standards apply to registered NDIS providers; LeadWise Connect is not currently a registered NDIS provider, but we use the Practice Standards' privacy and dignity outcome as a guide for good practice.
• Information Act 2002 (NT). This Act's Information Privacy Principles mainly apply to Northern Territory public sector organisations. They can also apply to a private business that collects or handles personal information under a service contract for or on behalf of an NT public sector organisation. If we ever handle personal information under such a contract, we will comply with the Information Act as that contract requires.

2. What we collect

We only collect personal information we reasonably need to provide our services and run our business. Depending on how you deal with us, this may include:

• names, contact details (phone, email, address or suburb) and preferred contact method
• date of birth
• for NDIS participants: NDIS number, plan dates, how the plan is managed, support level needed, goals, and the reasons for a referral
• health and disability information, risks, and communication or cultural needs (sensitive information)
• details of referrers, family members, carers, nominees, guardians and plan managers
• for education enquiries: study interests, education background and timing
• for business consultancy: business contact details and information about your organisation
• feedback and complaint details
• records of our communications and the services we provide

We only collect sensitive information with your consent (or a legal guardian's or nominee's consent), unless the law allows otherwise.

3. How we collect it

Wherever practical, we collect personal information directly from you — in person, by phone, by email, or through the forms on our website. Sometimes we collect it from others with your consent, such as a family member, carer, nominee, referrer, plan manager or other provider. If we receive information we didn't ask for and don't need, we will destroy or de-identify it where lawful and reasonable.

4. Dealing with us anonymously

You can make a general enquiry or give feedback without telling us who you are, or by using a different name. For most services (such as Support Coordination) we need to know who you are, so it won't be practical to remain anonymous.

5. Why we collect it

• to respond to enquiries, referrals and requests
• to provide, coordinate, invoice for and improve our services
• to communicate with you and people you have authorised
• to manage feedback, complaints and incidents
• to meet our legal and regulatory obligations

We use and disclose personal information for the purpose we collected it, for related purposes you would reasonably expect, with your consent, or where the law requires or allows it. We do not sell personal information. We will only send you updates (for example, about our aged care services) if you ask us to, and you can opt out at any time.

6. Who we share it with

With your consent, or where the law requires or allows it, we may share personal information with:

• providers and services you ask us to connect you with
• your plan manager (for invoicing plan-managed supports), nominee, guardian or other people you authorise
• government agencies, such as the National Disability Insurance Agency (NDIA) or the NDIS Quality and Safeguards Commission, where needed for your supports or required by law
• our IT, website hosting, email and professional service providers (such as accountants), who only use the information to provide services to us
• emergency services or others, where we reasonably believe it's necessary to lessen or prevent a serious threat to someone's life, health or safety

7. Overseas disclosure

Some of our service providers store or process information outside Australia:

• Netlify, Inc. hosts our website and stores the information you submit through our website forms. Netlify's infrastructure is primarily located in the United States.
• Google provides the fonts used on our website. When a page loads, your browser connects to Google's servers, which may be located outside Australia, and shares technical information such as your IP address.
• Our email and other IT service providers may store information on servers located outside Australia.

We take reasonable steps to make sure overseas providers handle personal information in a way that is consistent with the APPs.

8. Our website, forms and email

• Our website forms (contact, NDIS referral, aged care interest and feedback) are processed by Netlify Forms. Submissions are stored by Netlify and sent to us by email.
• We regularly export form submissions to our own records and delete them from Netlify.
• Our website does not use advertising or analytics cookies. Our hosting provider may keep technical logs (such as IP addresses) to run and secure the website.
• Email is not always secure. Please don't include more health or personal information in a form or email than you need to. If you prefer, call us instead.

See our Collection notice for a short summary of how we handle information submitted through our forms.

9. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. This includes password-protected accounts, limiting access to people who need it, and secure storage of paper records. We keep personal information only for as long as we need it for our services or as required by law, and then securely destroy or de-identify it.

10. Access and correction

You can ask to see the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Contact our Privacy Officer. We will need to confirm your identity. We will respond within a reasonable time (usually within 30 days). There is no charge to make a request. If we refuse access or correction, we will tell you why in writing and how to complain.

11. Data breaches

If we suspect a data breach, we will act quickly to contain it and assess the risk. Under the Notifiable Data Breaches scheme in the Privacy Act, if a breach is likely to result in serious harm to anyone (an "eligible data breach"), we will notify the people affected and the Office of the Australian Information Commissioner (OAIC).

12. Complaints

If you have a concern about how we have handled your personal information, please contact our Privacy Officer first. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days. If you are not satisfied with our response, or we haven't responded within 30 days, you can lodge a complaint in writing with the OAIC:

NDIS participants can also contact the NDIS Quality and Safeguards Commission — see our Feedback and complaints page.

13. Contact our Privacy Officer

14. Changes to this policy

We may update this policy from time to time. The current version will always be on this page, with its effective date.