Privacy Policy

Last updated: September 2026

Our commitment to your privacy

Pillar Care Support Services ("Pillar Care", "we", "us") is committed to protecting the privacy of participants, families, carers, support coordinators, plan managers and anyone else who contacts us. This policy explains what personal information we collect, why we collect it, how we use and store it, and how you can access or correct it. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Consent

By using this website — including submitting our enquiry or referral form — you agree to your personal information being collected and handled as described in this policy. You don't have to give us your personal information, but if you choose not to, we may not be able to respond to your enquiry, process a referral, or provide the supports you've asked about.

What personal information we collect

We only collect the information needed to respond to an enquiry, process a referral, or provide NDIS supports. Depending on how you interact with us, this may include:

• Contact details you provide through our enquiry form — name, phone number, email address, preferred contact method and your message.
• Referral details you provide through our referral form — your name, role, organisation, phone and email, and information about the participant you're referring (name, general suburb or postcode, and optionally their phone or email), the support(s) being requested, and relevant background you choose to share.
• Information you provide if you become a Pillar Care participant, which may include information relevant to the supports we provide under your NDIS plan.
• Basic website usage information collected through standard analytics tools, if and when these are enabled.

We deliberately keep our online enquiry and referral forms short. They never ask for medical information, payment or bank details, government identifiers such as your Medicare or Centrelink number, exact addresses, or other sensitive details beyond what's needed to make first contact.

How we collect your information

Wherever possible, we collect your personal information directly from you — for example, when you fill in our enquiry or referral form, call us, or send us an email. In some cases, we may instead receive your personal information from someone acting on your behalf, such as a family member, carer, support coordinator or plan manager who gets in touch with us or refers you to us. Where someone provides us with your information this way, we rely on them to have your permission to do so, and you're welcome to contact us if that wasn't the case.

How we use your information

We use personal information to respond to your enquiry or referral, get in touch with you, arrange and provide NDIS supports, and meet our legal and regulatory obligations as an NDIS registered provider. We don't use your information for anything else, and we don't sell or rent it to third parties.

How we store and protect your information

Enquiry and referral form submissions are securely captured and stored by our website hosting provider (Netlify). We take reasonable steps to protect personal information from misuse, loss, and unauthorised access, and we only keep information for as long as it's needed for the purpose it was collected, or as required by law.

Who we may share your information with

We don't disclose your personal information to third parties except: where necessary to provide your supports (for example, liaising with your support coordinator or plan manager at your request); where required or authorised by law, including to the NDIS Quality and Safeguards Commission; or with your consent. We do not disclose your personal information to anyone located overseas.

Links to other websites

Our website may contain links to other organisations' websites, such as the NDIS or the NDIS Quality and Safeguards Commission. We aren't responsible for the privacy practices of those websites, and we'd encourage you to review their own privacy policies separately.

Cookies and website analytics

Our website may use standard analytics tools (such as Google Analytics) to understand how visitors use the site, once these are configured. These tools may use cookies and collect general, non-identifying information such as pages viewed and browser type. You can control or disable cookies through your browser settings.

Accessing or correcting your information

You have the right to ask what personal information we hold about you, and to ask us to correct it if it's inaccurate, out of date, incomplete or misleading. To do this, contact us using the details below and we'll respond within a reasonable time. In some limited circumstances permitted by law, we may need to decline a request — if that happens, we'll explain why.

Making a complaint about your privacy

If you have a concern about how we've handled your personal information, please contact us first — see our Feedback & Complaints page. If you're not satisfied with our response, you can also contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au.

Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, contact us at info@pillarcare.com.au or call 0494 745 689.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in the law or in how we operate. Any changes take effect once the updated version is published on this page, so it's worth checking back occasionally.