LEGAL
Privacy Policy
Comfort Pathways Pty Ltd is committed to protecting your personal information. This policy explains what we collect, how we use it, and your rights under the Privacy Act 1988 (Cth).
Last updated: April 2026
About This Policy
Comfort Pathways Pty Ltd (ABN: 33668588181]) is a registered NDIS provider based in Sydney, New South Wales. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, store, and disclose personal information, including sensitive information, in the course of providing support coordination and core support services to NDIS participants and their families.
By using our website or engaging our services, you agree to the collection and use of information in accordance with this policy.
"Personal information" means information or an opinion about an identified individual or an individual who is reasonably identifiable. "Sensitive information" includes health information, disability information, and information about cultural background — all of which we handle with the highest level of care.
Information We Collect
We collect personal and sensitive information that is necessary to deliver our services, fulfil our obligations as a registered NDIS provider, and communicate with participants, families, and referrers.
Information collected from participants and families
- Full name, date of birth, and contact details
- NDIS participant number and plan details
- Disability, health, and support needs information
- Housing circumstances and living situation
- Goals, preferences, and cultural background
- Emergency contact and next of kin details
- Financial information where relevant to plan management
Information collected from referrers and professionals
- Name, role, and organisation details
- Contact information
- Clinical or case notes provided as part of a referral
- Information about the participant being referred
Information collected through our website
- Name, email, and phone number submitted via contact or referral forms
- Device and browser information collected automatically via cookies
- Pages visited and time spent on the site via analytics tools
How We Use Your Information
We use personal and sensitive information only for the purposes for which it was collected, or for directly related purposes that you would reasonably expect.
- Delivering support coordination and core support services
- Communicating with participants, families, and referrers
- Coordinating with NDIS planners, the NDIA, and allied health providers
- Preparing for and attending NDIS plan reviews
- Managing service agreements and invoicing
- Complying with our obligations as a registered NDIS provider
- Improving our services and website experience
- Responding to complaints and feedback
We will never use your personal information for marketing purposes without your explicit consent.
Disclosure of Information
Comfort Pathways does not sell, trade, or rent personal information to third parties. We may share your information only in the following circumstances:
With your consent
We will share your information with other service providers, allied health professionals, housing providers, or support networks only with your knowledge and consent, or that of your authorised representative.
NDIS and government bodies
As a registered NDIS provider we may be required to share information with the National Disability Insurance Agency (NDIA), the NDIS Quality and Safeguards Commission, or other relevant government bodies in the course of delivering services or meeting our compliance obligations.
Legal obligations
We may disclose personal information where required by law, court order, or where we believe disclosure is necessary to prevent a serious and imminent threat to the health or safety of any person.
Service providers
We may share limited information with trusted third-party service providers who assist us in operating our website and delivering services — including IT providers, accounting software, and communication platforms. These providers are required to handle your information in accordance with Australian privacy law.
We do not disclose personal information to overseas recipients unless we have taken reasonable steps to ensure the overseas recipient handles it in accordance with the Australian Privacy Principles.
NDIS Specific Obligations
As a registered NDIS provider, Comfort Pathways is subject to additional obligations regarding the handling of participant information under the NDIS Act 2013, the NDIS (Provider Registration and Practice Standards) Rules 2018, and the NDIS Practice Standards.
- We collect only the information necessary to deliver funded supports
- We store participant information securely and limit access to authorised staff only
- We provide participants with access to their own information on request
- We have a clear complaints process for privacy concerns
- We conduct regular reviews of our privacy and data handling practices
- We train all staff in their privacy obligations under the NDIS framework
Participants have the right to access and correct their personal information held by Comfort Pathways at any time. See the Your Rights section below for full details.
Data Security
Comfort Pathways takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.
Our security measures include:
- Secure password-protected systems for storing participant records
- Restricted staff access based on role and need
- Secure encrypted communication for sensitive information
- Regular review of data storage and security practices
- Secure disposal of physical documents containing personal information
While we take all reasonable precautions, no method of electronic storage or internet transmission is 100% secure. If you have concerns about the security of your information please contact us directly.
In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988.
Your Rights
Under the Privacy Act 1988 and the Australian Privacy Principles, you have the following rights regarding your personal information held by Comfort Pathways:
Access
You have the right to request access to the personal information we hold about you. We will respond to access requests within a reasonable timeframe and at no charge in most circumstances.
Correction
If you believe information we hold about you is inaccurate, out of date, incomplete, or misleading, you have the right to request a correction. We will take reasonable steps to correct the information promptly.
Complaints
If you believe we have mishandled your personal information or breached your privacy, you have the right to make a complaint. Please contact us in the first instance using the details below. We will acknowledge your complaint within 5 business days and respond fully within 30 days.
If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.
Withdrawal of Consent
Where we rely on your consent to collect or use your personal information, you have the right to withdraw that consent at any time. This will not affect any services delivered prior to withdrawal.
Cookies and Website Data
Our website uses cookies and similar tracking technologies to improve your experience, analyse traffic, and understand how visitors use our site.
What cookies we use
- Essential cookies — necessary for the website to function correctly
- Analytics cookies — help us understand visitor behaviour using tools such as Google Analytics. This data is aggregated and anonymous.
- Preference cookies — remember your settings and preferences
Your cookie choices
Most browsers allow you to control cookies through their settings. You can choose to block or delete cookies however this may affect the functionality of our website. By continuing to use our website you consent to our use of cookies as described in this policy.
Third Party Links
Our website may contain links to external websites including the NDIS website, government portals, and allied health resources. This Privacy Policy applies only to Comfort Pathways. We are not responsible for the privacy practices of any third-party websites and encourage you to read their privacy policies before providing any personal information.
Changes to This Policy
Comfort Pathways may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or the services we deliver. The updated policy will be published on this page with a revised effective date. We encourage you to review this policy periodically.
Continued use of our website or services after any changes constitutes your acceptance of the updated policy.
Contact Us
If you have any questions about this Privacy Policy, wish to access or correct your personal information, or would like to make a privacy complaint, please contact us:
Comfort Pathways Pty Ltd
- Email: info@comfortpathways.com
- Phone: 0424433727
- Website: www.comfortpathways.com.au
We are committed to resolving all privacy enquiries promptly and transparently.
GET IN TOUCH
Questions About Your Privacy?
We are always happy to explain how we handle your information. Get in touch and we will respond within 1 business day.