Privacy, complaints & accessibility
How we handle your information, how to tell us when we get it wrong, and how to get anything here in a format that works for you.
Last updated: August 2026
Your privacy
To coordinate your supports we have to hold information about you. This page says what we hold, why, and what you can do about it. If any of it is unclear, ask us and we will explain it — that is not a bother, it is the job.
What we collect
Only what we need:
- Your name, phone number, email and address
- Your NDIS number and a copy of your plan
- Notes about your goals, the supports you use, and what is and is not working
- Records of our conversations with you, your providers and the NDIA
- Who you want us to talk to — family, a carer, or a nominee
Sometimes that includes health information, because providers and the NDIA ask for it. We only collect it when it is needed for a decision or a referral, and we ask you first.
Why we collect it
To find and arrange the right supports, to speak up for you when something goes wrong, to report to the NDIA against your goals, and to keep the records the law requires us to keep. Nothing else.
Who sees it
Only the people who need it to help you, and only with your consent: the providers you choose, your plan manager, the NDIA, and anyone you have asked us to include. If you tell us to stop sharing with someone, we stop.
There are two exceptions, and they are the only ones: if the law compels us, or if someone is at serious risk of harm. If that ever happens we will tell you what we shared and why, unless telling you would make things less safe.
What we never do
We never sell your information. We never pass it to a provider so they can pitch to you. We never use it for advertising, and we do not run tracking or advertising cookies on this website.
How we keep it safe
Your records sit in password-protected systems that only your coordinator can open. Paper goes in a locked cabinet or gets scanned and shredded. We keep records for seven years after we stop working together, because we are required to, and then we destroy them securely.
What you can ask for
- A copy of what we hold about you
- A correction, if something is wrong or out of date
- A change to who we can share with, at any time
- The same information in a format that works for you
Email vanessa@yourcarecoordinators.com.au or phone 0400 000 000. We reply within 10 business days, and get you the information itself within 30 days. It is free, unless the request is very large — and we would tell you the cost first, before doing anything.
Complaints & feedback
If something we have done is not good enough, we want to know. It is the fastest way we improve, and you will never be treated differently for raising it.
Telling us
Phone 0400 000 000, email vanessa@yourcarecoordinators.com.au, or say it in person at your next catch-up. You can have a family member, friend or advocate raise it for you, and you can stay anonymous if you would rather — though that limits what we can fix.
What happens next
We acknowledge it within two business days, so you know it landed. We look into it, talk to you about what you want to happen, and aim to have it sorted within 21 days. If it is going to take longer we tell you why and keep you updated. At the end you get the outcome in writing, in plain English, including what we have changed.
If you would rather not come to us
You do not have to raise it with us first, and you can go elsewhere at any point:
- NDIS Quality and Safeguards Commission — 1800 035 544, or ndiscommission.gov.au. For anything about the quality or safety of an NDIS service.
- Office of the Australian Information Commissioner — 1300 363 992, or oaic.gov.au. For complaints about privacy and how your information was handled.
- If someone is in immediate danger, call 000.
Accessibility
A website about disability support that is hard to use would be a poor advertisement. This one is built to meet WCAG 2.2 Level AA.
What that means here
You can reach everything with a keyboard. Text resizes without the layout breaking. Colours are tested for contrast. Images have descriptions. Animation is minimal, and stops entirely if your device is set to reduce motion. We write in plain English and keep sentences short.
Getting this another way
Anything on this site, we can give you another way: over the phone, in person, in large print, or in Easy Read. Just ask — there is no form and no cost.
If English is not your first language
Call TIS National on 131 450 and ask them to phone us. Interpreting is free for you.
If you are deaf, or have a hearing or speech impairment
Contact us through the National Relay Service on 133 677, or at accesshub.gov.au.
If something here does not work for you
Tell us and we will fix it. In the meantime we will get you whatever you were trying to reach by phone or in person, straight away. Email vanessa@yourcarecoordinators.com.au or phone 0400 000 000.