Privacy policy

About this policy

Realigned Coordination is run by Nicholas (Nick) Podmore, a sole trader providing NDIS Support Coordination and Psychosocial Recovery Coaching across Adelaide (ABN 77 815 532 368). When this policy says “we”, “us” or “our”, it means Nicholas (Nick) and Realigned Coordination.

This policy explains what personal information we collect, why, how we keep it safe, and what your rights are. It applies to participants, families, carers, nominees, guardians, other supporters, providers and anyone who contacts us through our website, by email or by phone.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and we follow the NDIS Code of Conduct, which includes respecting the privacy of people with disability.

What information we collect

We only collect information that we need to provide our services. Depending on how we work together, this may include:

• Contact details, such as your name, address, phone number, email and date of birth.
• NDIS information, such as your NDIS number, plan details, plan dates, funding and goals.
• Health and disability information, such as diagnoses, support needs, how your disability affects daily life, and reports or assessments from health professionals.
• Your circumstances, such as living arrangements, family and support networks, education, work, housing and any safety concerns.
• Information about your supporters, such as the names and contact details of family members, carers, nominees, guardians and other providers.
• Records of our work together, such as case notes, emails, messages, meeting notes, reports and service agreements.

Some of this is called “sensitive information” under the Privacy Act, including health information. We only collect sensitive information with your consent, or where the law allows it.

How we collect your information

Wherever we can, we collect information directly from you. That might be in meetings, over the phone, by email or text, or through forms like intake, consent and service agreement forms.

Sometimes we receive information from other people. This is usually with your consent, or where you would reasonably expect it. This can include:

• the NDIA, Local Area Coordinators and plan managers
• your other providers, therapists, doctors and treating teams
• schools and education providers
• family members, carers, nominees, guardians and advocates
• whoever referred you to us

If we receive information about you that we didn’t ask for and don’t need, we will securely destroy it or return it where it is lawful and reasonable to do so.

Our website and referral form

When you send an enquiry or referral through our website, we collect the details you enter, such as your name, contact details and the reason you’re getting in touch. If you’re referring someone else, please make sure they know and agree before you share their details.

The referral form is provided by our practice management system, Astalty, so your details go straight into our secure records system in Australia. The form uses Google reCAPTCHA to block spam, which means Google may collect some information about your device and how you use the form, under Google’s own privacy policy. The form asks about disability, support needs and any safety concerns, and lets you upload documents such as NDIS plans or reports. This is sensitive information, so we only collect it with your consent. Only share what you’re comfortable with, and anything else can wait until we’re in touch.

Our website is hosted by Netlify in the United States. Our website itself doesn’t set cookies or use analytics or tracking. Like most websites, our host automatically logs basic technical information, such as your IP address and browser type, to keep the site secure and running.

Why we collect it and how we use it

We use your information to:

• provide Support Coordination and Psychosocial Recovery Coaching
• understand your goals and what matters to you
• find, connect with and work alongside providers
• prepare reports for the NDIA, including progress reports and plan reassessment reports
• claim payment for our services through your plan manager or the NDIA
• identify and respond to risks to your safety or wellbeing
• respond to enquiries, feedback and complaints
• meet our legal and NDIS obligations

We only use your information for the reason we collected it, or for a closely related reason you would reasonably expect. We will not use it for marketing, and we will never sell it.

Consent, children and supporters

When we start working together, we’ll go through a consent form with you. It sets out who we can share information with and why. You can change or withdraw your consent at any time by letting us know. If you withdraw consent, it may limit what we can do for you, and we’ll explain how.

Children and young people. For participants under 18, we usually work with a parent or guardian, who gives consent on the young person’s behalf. We still involve young people in decisions about their information in a way that suits their age and understanding, and their views matter.

Nominees, guardians and decision supporters. If you have an NDIS nominee or a legal guardian, we’ll work with them as their role allows. If you’d like a family member, friend or advocate involved in decisions, just tell us who and how much you want them to know. We support you to make your own decisions wherever possible.

Who we share information with

With your consent, we share information with the people involved in your supports. This can include the NDIA, your plan manager, providers, therapists, treating professionals and the supporters you’ve chosen. We only share what each person needs to know.

Without your consent, we will only share information in limited situations the law allows or requires. These include:

• when there is a serious threat to your life, health or safety, or someone else’s
• when we are required to report concerns about the safety of a child or vulnerable person
• when we must notify the NDIS Quality and Safeguards Commission, for example about a reportable incident
• when a law, court order or subpoena requires it

If this ever happens, we will tell you, unless doing so would put someone at risk or the law doesn’t allow it.

Software providers. We use trusted business software to run our practice, such as our practice management system, email and accounting software. These providers store information on our behalf and are not permitted to use it for their own purposes.

How we use AI and meeting transcription

We want to be upfront about this. We occasionally use AI tools to help with admin work, like drafting case notes, emails and reports, and transcribing meetings. It means less time on paperwork and more time on the work that matters to you. Here’s how we keep it safe:

• Your identity is removed before drafting. Before we use AI to help draft notes, emails or reports, your name, contact details, address and NDIS number are removed or replaced with a code. Some de-identified details, such as support needs, may be included when they’re needed for the task.
• Your information isn’t used to train AI. Every AI, transcription and dictation tool we use is set so our data isn’t used to train their models.
• We check everything. Every draft is reviewed and edited by Nicholas before it’s used or sent.
• AI never makes decisions about you. Decisions about your supports, funding or services are made by people, with you, and never by a computer program.

Meeting transcription

With your permission, we may use a transcription tool during meetings so we can write accurate notes without missing what you said. We’ll ask before every meeting, and you can say no or ask us to stop at any time. Saying no won’t affect your service in any way.

A transcript records what is said, including names, so it isn’t de-identified in the way our drafting is. Transcripts are used to prepare our notes. Once our notes are finalised, the transcript is saved to your record in our secure system in Australia and deleted from the transcription tool, usually within 30 days.

How we store and protect your information

Your participant records are kept in a secure, cloud-based practice management system. Its data is stored in Australia.

We take reasonable steps to protect your information from misuse, loss and unauthorised access. These include:

• password protection and multi-factor authentication on all our accounts
• encrypted, password-protected devices
• no paper files: any paper documents are scanned, then securely destroyed
• regular reviews of the software we use and who can access it

We keep records for at least 7 years after our last contact with you, in line with NDIS record-keeping requirements. After that, they are securely deleted.

Information stored overseas

Some of the everyday software we use stores or processes information in the United States. This includes:

• accounting and invoicing software (United States)
• our website host, and the spam check on our referral form (United States)
• AI tools used for drafting, which only receive de-identified information (United States)
• meeting transcription tools, only when you’ve agreed to transcription (United States)
• voice dictation software we use to type our own notes (United States)

Our email, calendar and files (Microsoft 365) are stored in Australia, although Microsoft may process some data in other countries.

We choose reputable providers with strong security and privacy protections, and we take reasonable steps to make sure they handle your information in line with Australian privacy law.

Seeing and correcting your information

You can ask to see the information we hold about you at any time. Just email or call us. We’ll respond within 30 days, and there’s no cost.

In a small number of situations the law allows us to refuse access, for example if giving access would put someone’s safety at risk. If that happens, we’ll explain why in writing and let you know your options.

If you think something we hold about you is wrong, out of date or incomplete, let us know and we’ll respond within 30 days. If it needs correcting, we’ll fix it. If we’ve already shared the incorrect information with someone, we can let them know about the correction if you ask. If we disagree about a correction, you can ask us to add a note to your record with your view.

Staying anonymous

You’re welcome to ask general questions about our services without giving your name, or by using a different name. To actually work with you, we’ll need your real name and NDIS details.

If something goes wrong

Data breaches. If your information is ever lost or accessed without permission, we’ll act quickly to contain it. If it’s likely to cause you serious harm, we’ll tell you and the OAIC as required under the Notifiable Data Breaches scheme.

Concerns and complaints. If you’re unhappy with how we’ve handled your information, please tell us first so we can try to put it right. You can raise it however suits you, by phone, email or in person, and you’re welcome to have a support person or advocate help you. We’ll acknowledge your complaint within 2 business days and aim to resolve it within 30 days.

If you’re not satisfied with our response, you can contact:

• Office of the Australian Information Commissioner (OAIC) for privacy complaints: oaic.gov.au or 1300 363 992
• NDIS Quality and Safeguards Commission for concerns about NDIS services: ndiscommission.gov.au or 1800 035 544

Changes to this policy

We review this policy regularly, and whenever the law or the way we work changes. The latest version will always be on our website, with the date it was last updated.

Last updated: 17 October 2026

Contact us

Nicholas Podmore, Founder, Realigned Coordination

Email: nicholas@realignedsc.com.au

Phone: 0494 650 212

An Easy Read version of this policy is also available. If you’d like it in another format, such as a printed copy or talked through in person, just ask.