This Privacy Policy describes how Reaching Sky Support Services (the “Site”, “we”, “us”, or “our”) collects, uses, and discloses your personal information when you visit, use our services, or otherwise communicate with us (collectively, the “Services”). For purposes of this Privacy Policy, “you” and “your” means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the “Last updated” date, and take any other steps required by applicable law.
To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect, and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term “personal information”, we are referring to information that identifies, relates to, describes, or can be associated with you. The following sections describe the categories and specific types of personal information we collect.
❖ Basic contact details including your name, address, phone number, email, gender information,
❖ Other participant details including work history, education, training information, lifestyle activities and occupation details.
❖ Details of emergency contacts including name, address, phone number, email
❖ Depending on your service with us, Reaching Sky may also collect any medical and health related information provided by family members, or other service providers involved in helping you achieve a better lifestyle.
❖ Financial Information such as Plan Manager details, including their name, contact details, financial arrangements for fund allocations.
Information obtained during your service provision period will be treated as confidential and secure information except in several circumstances as follows:
Workers shall provide progress reports to the participant and NDIA outlining plan objectives and goals and if those are met.
Personal information as well as medical information may be collected for service and support provision. During the service provision period, all note taking, and communications will become a part of participant records. All information will be stored and kept electronically on the patient’s file. It is your general right to have access to the participant file upon a written request. If any record or personal information is incorrect, it is your right to amend the correct information. Personal information of patients will be retained for 7 years.
We also automatically collect certain information about your interaction with the Services (“Usage Data”). To do this, we may use cookies, pixels and similar technologies (“Cookies”). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.
Finally, we may obtain information about you from third parties, including NDIS Service Coordinators, healthcare practitioners, vendors and service providers who may collect information on our behalf.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party’s policies or practices. For more information, see the section below, Third Party Websites and Links.
❖ Providing Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, book appointments with allied health providers, to send notifications to you related to your services with us, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your appointments, organise transport to travel around, facilitate any returns and exchanges and to enable you to post reviews.
❖ Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.
❖ Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
❖ Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:
❖ With vendors or other third parties who perform services on our behalf (e.g., Cleaning services company, hotel booking services, allied health providers) .
❖ When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to connect you with allied services and community access, with your consent.
We have, in the past 12 months disclosed the following categories of personal information and sensitive personal information (denoted by *) about users for the purposes set out above in “How we Collect and Use your Personal Information” and “How we Disclose Personal Information”:
We do not use or disclose sensitive personal information for the purposes of inferring characteristics about you.
We do not control who will have access to the information that you choose to make available to others and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.
Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party.
Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.
Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.
How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes, or enforce other applicable contracts and policies. If any record or personal information is incorrect, it is your right to amend the correct information. Personal information of patients will be retained for 7 years.
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.
❖ Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
❖ Right to Delete. You may have a right to request that we delete personal information we maintain about you.
❖ Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
❖ Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
❖ Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
❖ Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.
❖ Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.
We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, you may designate an authorised provider or family member to make requests on your behalf to exercise your rights. Before accepting such a request from the authorised person, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.
Participant or their carer can make complaints to any of Reaching Sky staff via email or even in person; or contact Director on 0423 386 319. Upon request, Reaching Sky can provide a copy of the Complaint Management policy and procedure, or it may be accessible on the website. Initially the participant can contact Reaching Sky or the NDIS commission if they want to complain. Also, if under any circumstances, participants are not satisfied with the services and outcome of the complaint, it is their right to lodge a complaint with NDIS complaint commissioner 1800 035 544.
Our contact details are admin@reachingsky.com.au
Reaching Sky Support Services
0423 386 319
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Reaching Sky acknowledges the traditional custodians of the lands where we work.
We pay our respects to their elders, past and present.
We aim to provide a safe and welcoming health service for everyone.
