Privacy Policy

Last updated: 24 July 2026

Brothers and Sisters in Arms Pty Ltd, trading as BASIA (“BASIA”, “we”, “our” or “us”), respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy explains how we collect, hold, use and disclose personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable legal and regulatory requirements.

1. Personal information we may collect

The information we collect depends on your relationship with BASIA and the services you request. It may include:

Your name, date of birth, address, telephone number and email address.
Contact details for family members, nominees, guardians, support coordinators and emergency contacts.
NDIS participant numbers, plan details, funding arrangements, service agreements and plan-management information.
Information about disability, health, support needs, goals, preferences, communication requirements and cultural background.
Service records, progress notes, incident information, complaints, feedback and safeguarding information.
Billing, invoicing and payment information.
Employment, recruitment, qualification, screening and training information relating to workers and applicants.
Information submitted through our website, enquiry forms, feedback forms or other communications.
Technical information such as your IP address, browser, device information, website usage and cookies.

Some information we collect may be sensitive information, including health or disability information. We only collect sensitive information when you consent, when it is reasonably necessary to provide our services, or when collection is otherwise required or authorised by law.

2. How we collect information

We usually collect personal information directly from you. We may also receive information from:

Your authorised representative, nominee, guardian, family member or carer.
The National Disability Insurance Agency, plan managers or support coordinators.
Health professionals, allied-health providers and other service providers.
Referral partners and government or regulatory bodies.
Our website, telephone calls, emails, forms, meetings and service-delivery records.

Where practicable, we will tell you why information is being collected, how it will be used and whether providing it is optional or required.

3. Why we collect and use information

We may collect and use personal information to:

Respond to enquiries and determine whether our services are suitable.
Provide, coordinate, monitor and improve NDIS and disability-support services.
Understand your goals, preferences, risks and support requirements.
Prepare service agreements, records, reports, invoices and other documentation.
Communicate with participants, families, nominees, providers and relevant organisations.
Manage incidents, complaints, feedback, safeguarding concerns and emergencies.
Meet our NDIS registration, quality, employment, insurance, taxation and legal obligations.
Recruit, screen, train and manage employees and contractors.
Operate, secure and improve our website, systems and services.
Send service information or marketing communications where you have consented or where permitted by law.

You may unsubscribe from marketing communications at any time by using the unsubscribe option provided or contacting us.

4. When we disclose information

We only disclose personal information where reasonably necessary, with your consent, or where required or authorised by law. Recipients may include:

BASIA employees, contractors and support workers who need the information to perform their duties.
Your authorised representatives, nominees, guardians or family members.
The NDIA, NDIS Quality and Safeguards Commission, plan managers and relevant government bodies.
Health professionals, allied-health providers and other support providers involved in your services.
IT, website-hosting, cloud-storage, communication, accounting, auditing, legal and insurance providers.
Emergency services, law-enforcement agencies or safeguarding authorities where necessary to protect health, safety or wellbeing.

BASIA does not sell personal information.

5. Website analytics, cookies and embedded content

Our website may use cookies and similar technologies to operate correctly, remember preferences, understand website usage and improve our services.

We use Google Analytics through MonsterInsights to collect information about website visits, such as pages viewed, approximate location, device type and referral source. We may also embed content from external services such as YouTube. These providers may use their own cookies or collect information when embedded content is viewed.

Where required, optional analytics or marketing cookies will not be activated until you provide consent through our cookie banner. You can manage your choices through the banner or cookie settings available on our website.

6. Overseas processing

Some technology and service providers may store or process information outside Australia, including in the United States. Where applicable, we take reasonable steps to ensure personal information is handled consistently with Australian privacy requirements.

7. Security and retention

We take reasonable administrative, technical and physical measures to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Access to information is limited to people who require it for their role. We retain information for as long as required to provide services and meet our legal, regulatory, financial and NDIS recordkeeping obligations. When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

No internet transmission or electronic storage system is completely secure. If a data breach occurs, we will assess and respond to it in accordance with applicable legal requirements.

8. Accessing or correcting your information

You may ask to access the personal information we hold about you or request that inaccurate, incomplete or outdated information be corrected.

To make a request, contact our Privacy Officer using the details below. We may need to verify your identity before responding. In some circumstances, access may be restricted where permitted by law. If this occurs, we will explain the reason where we are able to do so.

9. Privacy complaints

If you have a concern or complaint about how BASIA has handled your personal information, please contact our Privacy Officer. We will acknowledge your concern and aim to investigate and respond within a reasonable period.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner through www.oaic.gov.au.

10. Changes to this policy

We may update this Privacy Policy when our services, systems or legal obligations change. The most recent version will be published on our website with its updated date.

11. Contact BASIA

Privacy Officer
Brothers and Sisters in Arms Pty Ltd
Email: info@basiaqld.com.au
Telephone: (07) 3102 6801
Website: https://basiaqld.com.au/