Privacy Policy

TELO (“we”, “us”, “our”) — ABN 00 000 000 000 — is committed to protecting your privacy. This policy explains how we collect, use, hold and disclose your personal information, and how we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Because we support NDIS participants, we often handle sensitive information (including health and disability information), which we treat with extra care.

The information we collect

Depending on how you interact with us, we may collect:

• Contact details — your name, email address, phone number and postal address.
• Enquiry and referral details — information you provide when you make a referral or contact us, including who you are enquiring as and how you are plan-managed.
• Support information — details relevant to providing supports, which may include health, disability and NDIS plan information (sensitive information).
• Employment information — if you apply to work with us, the details in your application.
• Website information — basic technical data such as your browser type and pages visited, where analytics is used.

How we collect it

We collect personal information directly from you wherever possible — for example, through our referral form, by phone, by email, or in person. With your consent, we may also collect information from people who support you, such as a family member, carer, support coordinator or other provider.

Why we collect and use it

We collect and use your personal information to:

• respond to your enquiry or referral and arrange supports;
• deliver, coordinate and improve the supports you receive;
• communicate with you and the people involved in your supports;
• handle invoicing and claims in line with the NDIS Price Guide;
• meet our legal, regulatory and NDIS Code of Conduct obligations; and
• consider you for employment, if you apply.

We only collect sensitive information with your consent, or where we are otherwise permitted by law, and only where it is reasonably necessary for our services.

When we disclose it

We do not sell your personal information. We may disclose it to:

• our support workers and staff, so they can deliver your supports;
• people you have asked us to involve, such as family, carers or your support coordinator;
• the National Disability Insurance Agency (NDIA), plan managers or other providers, where relevant to your supports;
• service providers who help us operate (for example, secure email, form delivery and IT providers); and
• others where required or authorised by law.

Storage and security

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification or disclosure. Some of our service providers may store data on servers located outside Australia; where this happens, we take reasonable steps to ensure your information is handled consistently with the APPs.

Accessing and correcting your information

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below and we will respond within a reasonable time.

Complaints

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Cookies and analytics

Our website may use cookies and basic analytics to understand how the site is used and to improve it. You can control cookies through your browser settings. Declining cookies will not stop you from using the site.

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the “last updated” date shown above.

Contact us

For any privacy question or request, contact us at hello@telo.au or call 0420 673 303.