Graceful Growth® Privacy Policy
Last updated: 1 December 2025
1. Introduction
Graceful Growth Support Services (trading as Graceful Growth®) respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and share your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and, where applicable, the NDIS Quality and Safeguards Commission requirements.
Graceful Growth provides counselling, coaching, parent and sibling support, family capacity-building, and (where applicable) NDIS-funded parent and carer training to help families build confidence, connection and practical skills.
2. What Information We Collect
We may collect personal and sensitive information that is necessary to provide our services, including (but not limited to):
- name, address and contact details
- date of birth and demographic information
- family circumstances and relevant background
- information about your goals, needs and areas of concern
- notes from sessions, including counselling and coaching sessions
- information about other professionals involved in your support
- relevant NDIS plan details (for NDIS participants)
- records of communication (such as emails, messages and letters).
We only collect information that is relevant and necessary for providing our services and meeting our legal, ethical and funding obligations.
3. How We Collect Information
We may collect information:
- directly from you, in person, by phone, email, video call or online form
- from your NDIS plan manager, support coordinator or other authorised representative, with your consent (if applicable)
- from other professionals involved in your care (for example, your GP, specialist, school or other allied health providers), where this is necessary, agreed with you and supported by your consent
- from publicly available sources where appropriate and lawful.
Where information is collected from someone else, we will take reasonable steps to ensure you are aware of this where it is safe and appropriate to do so.
4. Why We Collect and Use Information
We collect and use personal information to:
- provide counselling, coaching and parent support services
- plan, deliver and review supports in line with your goals
- communicate with you about appointments, invoices and resources
- maintain accurate and up-to-date records of the services we provide
- meet our legal, ethical and regulatory obligations (including NDIS requirements, where relevant)
- monitor, evaluate and improve our services.
We will only use your information for the purposes for which it was collected, or for related purposes that you would reasonably expect, unless required or authorised by law.
5. NDIS Compliance and Participant Rights
Where services are provided to NDIS participants, Graceful Growth operates under the NDIS Code of Conduct and relevant NDIS Practice Standards. This means that participant information is:
- collected lawfully and fairly
- used only for legitimate service-related purposes
- stored securely and protected from misuse, interference and loss
- shared only with consent, or where required or authorised by law.
NDIS participants have the right to:
- access and request correction of their information
- withdraw or change their consent to share information (except where information has already been shared)
- make a complaint about privacy or the handling of their information without being disadvantaged.
6. How We Store and Protect Information
Client information is stored in password-protected digital files and/or secure online storage. Access is limited to authorised personnel for service-related purposes only.
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure. This includes using passwords, secure devices and other safeguards.
Electronic communications (such as email and online platforms) are protected with reasonable security measures; however, no system is completely risk-free. We ask clients to consider this when choosing how they wish to communicate.
7. Disclosure of Personal Information
We may disclose personal information to:
- NDIS plan managers and support coordinators (for NDIS participants)
- other allied health or medical professionals involved in your support (for example, GPs, paediatricians, occupational therapists, psychologists or school staff), where you have given consent
- administrative service providers who assist with functions such as IT, record keeping or billing, who are required to protect your information
- legal or regulatory authorities, where this is required or authorised by law (for example, mandatory reporting, responding to a subpoena or serious and imminent risk of harm).
We do not sell, trade or rent personal information under any circumstances.
8. Access and Correction
You have the right to request access to the personal information we hold about you, and to request correction if you believe it is inaccurate, incomplete or out-of-date.
Requests can be made by emailing [email protected]. We aim to respond to all requests within 30 days, or as otherwise required by law.
In some circumstances, we may not be able to provide access to certain information (for example, where it would unreasonably impact the privacy of others or where legal restrictions apply). If this occurs, we will explain why.
9. Data Retention
Client records are generally retained for a minimum of seven (7) years after the last service provided, or longer where required by law or relevant professional standards.
For children and young people, records may be retained for longer (for example, until a set period after they turn 18), in line with legal and professional obligations.
After the retention period, records are securely destroyed or permanently de-identified.
10. Complaints and Feedback About Privacy
If you have a concern about how your personal information has been collected, used or handled, please contact Graceful Growth Support Services at: [email protected]
We will take your complaint seriously and work with you to resolve it.
If you are not satisfied with our response, you may contact:
- the Office of the Australian Information Commissioner (OAIC) www.oaic.gov.au
- the NDIS Quality and Safeguards Commission (for NDIS-related complaints) www.ndiscommission.gov.au
You will not be disadvantaged for making a complaint.
11. Updates to This Policy
This Privacy Policy may be reviewed and updated periodically to reflect changes in services, systems or legal requirements.
The most recent version will be available on our website at www.gracefulgrowth.au