Privacy Policy

Some of the information we hold is sensitive information under the Privacy Act, which is given extra protection. This typically includes:

• Name, date of birth, and contact details (address, phone, email).

• NDIS participant details, including your NDIS number and plan information.

• Funding and financial details, including funding allocations, service agreements, invoices, and payment records.
  

• Records of the support and services delivered to you, including bookings, support logs, and progress notes.

• Account and login details used to access AHP.

Personal information is information that identifies you or could reasonably identify you. This may include:

• Health information, including disability information, diagnoses, allied health, and therapy records.

• Behaviour support plans and related records.

• Risk assessments and incident records, including any records relating to restrictive practices.
  

Note: We generally only collect sensitive information where it is necessary to deliver your supports, with your consent, or where we are permitted or required to do so by law.

When you use AHP or visit our website, we automatically collect certain technical information so the platform can function securely, including device information, log data, and IP address.

We collect and use personal information for purposes connected to delivering and administering NDIS supports, including:

• Providing, scheduling, recording, and coordinating supports and services.

• Managing participant funding, service agreements, invoicing, and payment claims.

• Maintaining progress notes, support logs, and records required of an NDIS provider.

• Managing risk, safety, and incident reporting obligations.

• Meeting our legal, regulatory, and reporting obligations to the NDIA and the NDIS Quality and Safeguards Commission.

• Operating, securing, maintaining, and improving the AHP platform and the Ascend Messenger App.

We are committed to providing a safe, respectful, and dignified environment. AHP strictly enforces a zero-tolerance policy regarding abusive, defamatory, or discriminatory behavior.

• Zero-Tolerance Behaviors: We strictly prohibit the use of profanity, threats, intimidation, defamation, or discriminatory remarks based on race, ethnicity, religion, gender, sexual orientation, or disability.

• In-App Reporting (Ascend Messenger): Users can report inappropriate content or block abusive users directly within Ascend Messenger. While abusive usage between users is not possible within the AHP platform or the Ascend website, we provide these tools as a preventative measure with Ascend Messenger only.

• 24-Hour Review: All reported content will be reviewed by administrators and acted upon within 24 hours.

• Consequences: Violations will result in the immediate removal of offending content, temporary account suspension, permanent termination, or reporting to relevant legal authorities if a threat of violence is detected.

To provide certain features and functionalities, the Ascend Messenger app may request access to specific hardware features on your mobile device.

We only access these features when necessary, which may include:

• Camera: Accessed only when you choose to capture or upload photos and documents directly within the Ascend Messenger app.

• Location: Accessed to provide location-specific services or verify your region.

• Notifications: Used to send you important alerts, updates, or reminders regarding your account.

Managing Your Permissions:

You have full control over these hardware permissions. You can grant, deny, or revoke access at any time by adjusting the settings directly on your mobile device:

• iOS (Apple): Go to Settings > scroll down to AHP > toggle the relevant permissions (Camera, Location, Notifications) on or off.

• Android: Go to Settings > Apps > AHP > Permissions > select the specific feature to adjust its access.

We do not sell personal information. We share it only where necessary, which may include:

• The NDIA and the NDIS Quality and Safeguards Commission.

• Plan managers and support coordinators involved in managing your plan.

• Other providers involved in your supports (generally only with your consent, except in emergencies).

• Others where required or authorised by law (e.g., court orders or mandatory reporting).

We use third-party providers for business functions such as hosting, payments, email, and accounting. AHP is hosted securely on Amazon Web Services in the Asia Pacific (Sydney) region, meaning core logs are stored in Australia. However, some third-party providers may store or process information overseas (mainly in the United States). Where that happens, we take reasonable steps to ensure your information is protected in line with the Australian Privacy Principles.

We do not use government identifiers (such as your NDIS or Medicare number) as our own internal account identifier. We only use them for the limited purposes for which they are intended, such as NDIS plan administration

We handle sensitive information and are committed to protecting it. If a data breach occurs that is likely to result in serious harm to affected individuals, we will respond in line with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

You have the right to ask for access to the personal information we hold about you, and to ask us to correct it if it is inaccurate or out of date. We will take reasonable steps to verify your identity before providing access and will respond within a reasonable time.

If you have a question about this policy, want to access or correct your information, or want to make a privacy complaint, please contact us:

• Privacy Contact: Ania Czekaj, Software Developer

• Email: developer@ascendh.com.au

• Phone: 1800 573 116

• Post: Level 10/16 St Georges Terrace, Perth WA 6000

We may update this policy from time to time. The current version will always be available on our website at www.ascendhealthgroup.com.au and on AHP.