1   Introduction

Your privacy matters to us. This policy explains what personal information Default Network collects, how we use and protect it, and the choices you have.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the Health Records Act 2001 (Vic). You can read more about your privacy rights at oaic.gov.au.

2   What We Collect and Why

We collect the information we need to respond to you and to provide our services. This usually includes your name and contact details, your date of birth, funding details, and information about your health and support needs.

Most of this comes directly from you, through forms, emails, phone calls, our website and sessions. With your consent, we may also receive information from people involved in your support, such as a referrer, family member or support coordinator.

We use your information to provide and manage your services, and for closely related purposes you would reasonably expect such as company updates. We do not sell personal information. If you receive updates from us, you can unsubscribe at any time.

3   Health and Other Sensitive Information

The Privacy Act classes some personal information as sensitive. This includes health information, as well as details such as racial or ethnic origin, religious or philosophical beliefs, political opinions and criminal record. Much of what we hold is health information.

We only use sensitive information:

• for the purpose it was collected

• for a directly related purpose that you would reasonably expect

• with your consent

• where the law requires or allows it

Your service agreement sets out how we use your information, and you can opt out of any part by contacting us. If opting out affects the services we can provide, we will talk this through with you first.

4   How We Protect and Keep It

We store personal information securely and take reasonable steps to protect it from loss, misuse and unauthorised access.

We keep client records for a minimum of seven years. For clients under 18, we keep records until they turn 25.

 5   Who We Share it With

What you tell us is confidential. We share your information only:

• with the people and services you have agreed to, such as those involved in your support

• within our team, where needed to provide and manage your services

• where the law requires or allows it, including where someone's safety is at serious risk

• with providers who help us run our practice, such as software and administrative services

6   Photography, Recordings, and AI Assisted Tools

Our clinicians may use secure AI-assisted tools to help with notes, reports and session summaries. These tools assist our clinicians and do not make clinical decisions, and a qualified clinician reviews everything they produce.

Sessions may be audio recorded to support note taking, and photos or video may be taken as part of your supports. We ask for your consent in your service agreement, and you can withdraw it at any time in writing.

7   Online Security

We take reasonable steps to keep your information secure. However, no method of sending or storing information online is completely secure. We cannot guarantee that information will never be accessed without authorisation, for example through hacking or other unlawful activity. Please take care with what you send us by email or through our website.

We use third-party software to run our practice, including for client records, bookings, invoicing and payments. You may also use some of these services directly, for example when you complete an online form or pay an invoice. We choose reputable providers, but they operate their own systems under their own privacy and security policies. We cannot guarantee the security of systems we do not control.

If a data breach is likely to result in serious harm, the Privacy Act requires us to notify you and the Office of the Australian Information Commissioner.

8   Access to Personal Information

You can ask to see the information we hold about you, or to have it corrected if it is wrong or out of date, by sending us a written request. We will confirm your identity before releasing anything so that your information stays protected.

There is no charge for making a request, although an administrative fee may apply if you would like copies, to cover the time and cost involved. We will let you know the amount before we start.

There are some situations where the law prevents us from releasing information, such as where it could put someone's safety at risk, and we will discuss this with you if it applies.

9   Questions and Complaints

If you have a question or concern about your privacy, please contact us first.

-       Email: info@defaultnetwork.com.au

-       Phone: 0493 334 306

If you are not satisfied with our response, you can contact:

-       Office of the Australian Information Commissioner on 1300 363 992

-       Health Complaints Commissioner (Victoria) on 1300 582 113

-       NDIS Quality and Safeguards Commission on 1800 035 544