How we protect your information.

Last updated: August 2026

1. About this policy

This Privacy Policy explains how Lotus Community Services collects, uses, stores and protects personal information provided through our website, enquiry forms, email, phone calls and service-related communications.

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable NDIS privacy and confidentiality expectations.

2. What information we may collect

Depending on your enquiry or support needs, we may collect information such as:

• Name, phone number, email address and preferred contact details
• Participant suburb, service area, referral source and support category information
• Details about support needs, goals, risks, preferences or current circumstances
• Information provided by family members, carers, support coordinators or other authorised parties
• Website enquiry details and basic technical information such as submission time and device/browser information

Our public website enquiry form does not request an NDIS number, date of birth or medical documents. If a participant proceeds to intake, we may request additional details through an appropriate process where they are reasonably necessary.

3. Why we collect information

We collect personal information so we can:

• Respond to enquiries and referrals
• Assess whether Lotus Community Services can provide suitable support
• Communicate with participants, families, carers, support coordinators and providers
• Prepare intake documentation, service agreements and support planning where relevant
• Meet legal, quality, safeguarding, reporting and NDIS-related obligations
• Improve our services, website and intake processes

4. Sensitive information

Some information collected in disability support may be sensitive, including health, disability, behavioural support, cultural or support-related information. We only collect sensitive information where it is reasonably necessary for our services, where you have provided consent, or where otherwise permitted or required by law.

5. How we collect information

We may collect information directly from you, or from authorised people involved in your support, including family members, carers, support coordinators, plan managers, allied health professionals or other service providers.

6. How we use and disclose information

We use personal information for the purpose it was collected, such as responding to an enquiry, arranging support, managing referrals or delivering services. We may share information with relevant parties involved in your support where appropriate, including authorised representatives, support coordinators, plan managers, allied health professionals, staff or contractors.

We may also disclose information where required or authorised by law, including where necessary for safety, safeguarding, incident management, regulatory reporting or compliance obligations.

7. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This may include access controls, secure digital systems, staff confidentiality expectations and limiting access to people who need the information for service delivery or administration.

Website enquiries are hosted and processed using Netlify's website and form-handling services. Email and other business systems may also be used to respond to an enquiry. Some service providers may store or process information outside Australia. We aim to use reputable providers and take reasonable steps to protect information handled through these systems.

8. Website forms and email

Information submitted through our website enquiry form is used to respond to your enquiry and assess next steps. Please do not submit an NDIS number, date of birth, medical documents or other unnecessary sensitive information through the public form. We will explain secure next steps if more detail is required.

9. Website analytics and cookies

We use Google Analytics to understand general website usage and measure actions such as phone, email and enquiry-button clicks. Google Analytics may use cookies or similar technologies and may process technical information such as browser type, device type, approximate location and pages visited. We do not intentionally send the contents of enquiry forms to Google Analytics.

You can restrict cookies through your browser settings. Doing so may affect some website features but will not prevent you from contacting us by phone or email.

10. Access and correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before responding to a request.

11. Complaints and privacy concerns

If you have a concern about how we have handled your personal information, please contact us first so we can review and respond to the issue. You may also contact the Office of the Australian Information Commissioner if you are not satisfied with how a privacy complaint is handled.

12. Contact us

For privacy enquiries, access requests or correction requests, contact Lotus Community Services:

13. Updates to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, systems or legal obligations. The latest version will be available on this website.