Privacy Policy
Effective Date: 9 August 2026

1. Respecting Your Privacy​

1.1 H.U.G.E. Today Pty Ltd (H.U.G.E. Today, we, us or our) respects your right to privacy and is committed to protecting the privacy, dignity and confidentiality of the people we support and everyone who interacts with our organisation.

H.U.G.E. Today is a registered NDIS provider delivering Supported Independent Living (SIL) and related supports to adults across the Northern Rivers of NSW.

We recognise that, as an NDIS provider, we may collect information that is personal and sensitive in nature, including information about a person's disability, health, mental health, support needs, circumstances and goals.

We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and applicable NDIS requirements.

​

1.2 For the purpose of this Privacy Policy, personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Personal information may include information such as your name, contact details, date of birth, address, NDIS information, support requirements and other information that identifies or relates to you.

​

1.3 Some information we collect may constitute sensitive information, including information relating to health, disability, mental health, psychosocial disability, medical information or other information protected under the Privacy Act.

H.U.G.E. Today takes additional care when handling sensitive information.

​

2. What Personal Information We Collect

2.1 The type of personal information we collect will depend on our relationship with you and the services or information you require.

This may include:

• name and contact details;

• residential and postal address;

• date of birth;

• emergency contact details;

• NDIS participant information;

• NDIS plan and funding information;

• information about goals, preferences and support needs;

• information relating to disability and psychosocial disability;

• health and medical information;

• medication and health-related support information;

• information relating to behaviour support where relevant;

• information about family members, nominees, guardians or authorised representatives;

• information provided by Support Coordinators, allied health professionals or other providers;

• service agreements and support arrangements;

• progress and support records;

• incident and complaint information;

• accommodation or tenancy-related information where relevant to our services;

• photographs, video or audio recordings where appropriately authorised;

• information required to manage payments or services; and

• any other information reasonably necessary to provide or manage our services.

 

2.2 We aim to collect only information that is reasonably necessary for the purpose for which it is collected.

​

3. How We Collect Personal Information

3.1 H.U.G.E. Today may collect personal information in a number of ways, including when you:

• contact us by telephone, email or through our website;

• submit an enquiry;

• request information about our services;

• become a participant of H.U.G.E. Today;

• provide information or complete forms;

• enter into a Service Agreement with us;

• communicate with our workers;

• participate in meetings, assessments or reviews;

• provide feedback;

• make a complaint; or

• otherwise interact with H.U.G.E. Today.

 

3.2 We may also receive personal information from other people or organisations where it is appropriate and lawful to do so.

This may include:

• family members;

• nominees;

• guardians;

• authorised representatives;

• Support Coordinators;

• plan managers;

• allied health professionals;

• medical and health professionals;

• other service providers;

• the National Disability Insurance Agency (NDIA);

• the NDIS Quality and Safeguards Commission;

• government departments or agencies; and

• other organisations involved in the provision or coordination of your supports.

       

       3.3 Where reasonable and practicable, H.U.G.E. Today will collect personal information directly from the person to whom the information                            relates.

​

4. Why We Collect Personal Information

      4.1 H.U.G.E. Today collects personal information where it is reasonably necessary to operate our organisation and provide safe, appropriate and                  person-centred supports.

​

We may collect and use personal information to:

• respond to enquiries;

• assess whether our services are appropriate for a person;

• provide Supported Independent Living and other NDIS supports;

• understand a person's needs, goals, preferences and circumstances;

• develop and deliver support arrangements;

• coordinate supports with other providers and professionals;

• communicate with participants and their authorised support networks;

• maintain participant records;

• monitor and review the quality and effectiveness of supports;

• manage incidents, complaints and risks;

• support participant health, safety and wellbeing;

• meet NDIS requirements;

• comply with legal and regulatory obligations;

• manage service agreements and funding arrangements;

• maintain appropriate insurance;

• manage legal and professional matters;

• improve the quality and safety of our services; and

• carry out other functions reasonably necessary to operate H.U.G.E. Today.

 

5. Consent and Information Sharing

      5.1 H.U.G.E. Today respects each person's right to make informed decisions about their personal information.

             Where required, we will seek appropriate consent before collecting, using or disclosing personal information.

 

      5.2 Where personal information needs to be shared with another person or organisation for the purpose of providing or coordinating supports,                     H.U.G.E. Today will seek appropriate consent unless the disclosure is otherwise authorised or required by law.

 

      5.3 Depending on the circumstances, information may be shared with people involved in supporting a participant, including:

• a nominee;

• guardian;

• authorised representative;

• Support Coordinator;

• allied health professional;

• medical or health professional; or

• another service provider involved in the person's supports.

• ​

    5.4 A person may withdraw or change their consent where appropriate. However, there may be circumstances where H.U.G.E. Today is                                required or authorised by law to collect, use or disclose information regardless of consent.

​

6. How We Use Personal Information

 

    6.1 H.U.G.E. Today will generally use personal information for the primary purpose for which it was collected.

    For participants, this may include using information to:

• provide and coordinate supports;

• understand support needs;

• maintain progress and support records;

• communicate with participants and authorised representatives;

• coordinate with health and allied health professionals;

• manage incidents and risks;

• respond to concerns or complaints;

• meet NDIS obligations; and

• maintain the quality and safety of our services.

 

    6.2 We will not use personal information for unrelated purposes unless:

• you have provided appropriate consent;

• the use is permitted or required by law; or

• another exception under the Privacy Act applies.

 

7. Disclosure of Personal Information

​

    7.1 H.U.G.E. Today may disclose personal information where reasonably necessary to provide services, protect a person's safety, meet our legal obligations or operate our organisation.

Depending on the circumstances, information may be disclosed to:

• authorised H.U.G.E. Today workers;

• managers and relevant personnel;

• nominees, guardians or authorised representatives;

• Support Coordinators;

• allied health professionals;

• medical and health professionals;

• other providers involved in a person's supports;

• the NDIA;

• the NDIS Quality and Safeguards Commission;

• government departments or regulatory bodies;

• emergency services;

• insurers;

• professional advisers;

• auditors and quality auditors;

• legal advisers;

• technology and information-management providers;

• accounting and financial service providers; and

• other parties where appropriate consent has been provided.

 

     7.2 H.U.G.E. Today will take reasonable steps to ensure that information disclosed to third parties is limited to what is reasonably necessary for the relevant purpose.

​

8. Disclosure Without Consent

 

    8.1 There may be circumstances where H.U.G.E. Today is permitted or required by law to disclose personal information without consent.

This may include circumstances where disclosure is:

• required or authorised by law;

• required by a court, tribunal, warrant or other lawful authority;

• necessary to comply with regulatory requirements;

• necessary to protect a person's life, health or safety;

• necessary to prevent or lessen a serious threat to a person;

• necessary to respond to an emergency;

• necessary to manage a reportable incident or safeguarding matter; or

• otherwise permitted under the Privacy Act or another applicable law.

 

     8.2 Where information is disclosed without consent, H.U.G.E. Today will seek to limit the information disclosed to what is reasonably necessary in the circumstances.

​

9. Privacy, Dignity and Confidentiality

 

     9.1 H.U.G.E. Today recognises that privacy extends beyond the protection of electronic and written information.

We respect the privacy, dignity and personal boundaries of people receiving our supports.

Our workers are expected to respect participant privacy when:

• entering private areas of a person's home;

• providing personal care;

• discussing personal matters;

• handling personal belongings;

• accessing participant information;

• communicating with other people about participants; and

• taking photographs, videos or recordings.

 

    9.2 H.U.G.E. Today does not permit workers to disclose participant information to people who are not authorised to receive it.

 

10. Photographs, Video and Audio Recordings

 

    10.1 H.U.G.E. Today may collect photographs, video or audio recordings where reasonably necessary for service delivery, documentation, safety, communication, training, quality improvement or another legitimate purpose.

 

    10.2 Where required, appropriate consent will be obtained before collecting or using identifiable photographs, video or audio recordings.

 

    10.3 Photographs, videos or recordings will not be used for marketing, promotional purposes or social media without appropriate consent.

 

11. Website Privacy

 

    11.1 When you visit the H.U.G.E. Today website, we may collect certain technical information about your visit.

This may include:

• IP address;

• browser type;

• device type;

• operating system;

• date and time of access;

• pages visited;

• referring website; and

• other information relating to website usage.

 

    11.2 This information may be used to:

• operate and maintain our website;

• monitor website security;

• understand website usage;

• improve website functionality;

• improve accessibility; and

• improve the experience of people visiting our website.

 

    11.3 Where information collected through our website identifies you, or can reasonably identify you, it will be handled in accordance with this Privacy Policy.

 

12. Cookies

 

    12.1 The H.U.G.E. Today website may use cookies and similar technologies.

Cookies are small files stored on your device that allow a website to recognise your browser and remember certain information.

 

     12.2 Cookies may be used for purposes including:

• website functionality;

• security;

• analytics;

• understanding website traffic; and

• improving the website experience.

 

    12.3 You can generally control or disable cookies through your web browser settings. Disabling cookies may affect some website functionality.

 

    12.4 Third-party services used on our website may also use cookies or similar technologies in accordance with their own privacy policies.

 

13. Third-Party Websites

 

    13.1 The H.U.G.E. Today website may contain links to websites operated by third parties.

 

    13.2 These websites are not controlled by H.U.G.E. Today and we are not responsible for their privacy practices, security or content.

 

    13.3 We recommend reviewing the privacy policy of any third-party website before providing personal information.

 

14. Security of Your Personal Information

 

    14.1 H.U.G.E. Today is committed to protecting the personal information we hold.

We take reasonable steps to protect personal information from:

• misuse;

• interference;

• loss;

• unauthorised access;

• unauthorised modification; and

• unauthorised disclosure.

 

    14.2 Personal information may be held in electronic and physical records, including secure information systems, cloud-based systems, email systems, databases and paper records.

 

    14.3 Access to personal information is limited to authorised people who require access for legitimate work purposes.

 

    14.4 While H.U.G.E. Today takes reasonable steps to protect information, no method of electronic transmission or storage can be guaranteed to be completely secure.

 

15. Third-Party Service Providers

 

    15.1 H.U.G.E. Today may use external service providers to support the operation and delivery of our services.

These may include providers of:

• information-management systems;

• rostering systems;

• accounting and financial systems;

• cloud-based productivity services;

• website hosting;

• email and communication services;

• data storage and backup services;

• online forms;

• professional and compliance services; and

• other business systems.

 

    15.2 Where third-party providers handle personal information on behalf of H.U.G.E. Today, we take reasonable steps to ensure appropriate privacy and security arrangements are in place.

 

16. Overseas Disclosure

 

    16.1 Some technology, cloud-storage, website, communication or other service providers used by H.U.G.E. Today may store or process information outside Australia.

 

    16.2 Where personal information is likely to be disclosed overseas, H.U.G.E. Today will take reasonable steps to comply with the requirements of the Privacy Act, including applicable requirements relating to overseas disclosure.

 

17. Data Breaches

 

    17.1 H.U.G.E. Today takes reasonable steps to prevent unauthorised access, loss, misuse or disclosure of personal information.

 

    17.2 If we become aware of a suspected or confirmed data breach, we will assess and respond to the matter in accordance with our internal privacy, data breach and incident management procedures.

 

    17.3 Where the Notifiable Data Breaches Scheme applies and a data breach is likely to result in serious harm to affected individuals, H.U.G.E. Today will comply with its notification obligations under the Privacy Act.

 

18. Access to Your Personal Information

 

    18.1 You may request access to personal information that H.U.G.E. Today holds about you.

Requests should be made in writing to:

H.U.G.E. Today Pty Ltd
PO Box 5013
East Lismore NSW 2480

Email: info@hugetoday.com.au

 

    18.2 H.U.G.E. Today will respond to requests within a reasonable period and in accordance with applicable privacy legislation.

 

    18.3 In some circumstances, we may be unable to provide access to particular information. Where permitted, we will explain the reason for refusing access.

 

19. Correction of Personal Information

 

    19.1 You may request that H.U.G.E. Today correct personal information we hold about you if you believe it is:

• inaccurate;

• out of date;

• incomplete;

• irrelevant; or

• misleading.

 

    19.2 We will take reasonable steps to correct information where appropriate.

 

    19.3 If we decide not to make a requested correction, we will provide an explanation where required by law.

​

20. Retention of Personal Information

 

    20.1 H.U.G.E. Today retains personal information for as long as reasonably necessary to fulfil the purposes for which it was collected and to meet our legal, regulatory, contractual, insurance and recordkeeping obligations.

 

    20.2 Certain participant and service records may be required to be retained for specified periods under applicable legislation, NDIS requirements or other legal obligations.

 

    20.3 When personal information is no longer required and it is lawful and appropriate to do so, H.U.G.E. Today will take reasonable steps to securely destroy or de-identify the information.

​

21. Privacy Complaints

 

    21.1 If you believe that H.U.G.E. Today has mishandled your personal information or breached your privacy, we encourage you to contact us so that we can investigate and respond.

Privacy complaints can be made to:

H.U.G.E. Today Pty Ltd
PO Box 5013
East Lismore NSW 2480

Email: info@hugetoday.com.au

 

    21.2 We take privacy concerns seriously and will treat complaints respectfully and confidentially.

 

    21.3 Please provide as much information as possible about your concern so that we can properly investigate the matter.

 

22. External Privacy Complaints

 

    22.1 If you are not satisfied with our response to your privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC).

The OAIC provides information about privacy rights and complaints under Australian privacy law.

Office of the Australian Information Commissioner:
https://www.oaic.gov.au/privacy/privacy-complaints

 

     22.2 For concerns relating specifically to the delivery of NDIS supports, you may also contact the NDIS Quality and Safeguards Commission.

NDIS Quality and Safeguards Commission:
https://www.ndiscommission.gov.au/participants/complaints

 

23. Anonymity and Pseudonymity

 

    23.1 Where lawful and practicable, you may choose not to identify yourself or may use a pseudonym when making a general enquiry.

 

    23.2 However, anonymity or pseudonymity may not be possible where H.U.G.E. Today needs identifying information to:

• provide NDIS supports;

• enter into an agreement;

• manage a participant's supports;

• respond to an incident or complaint;

• comply with legal obligations; or

• carry out other functions requiring identification.

 

24. Changes to This Privacy Policy

 

    24.1 H.U.G.E. Today may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices, technology, legislation or NDIS requirements.

 

    24.2 The most current version of this Privacy Policy will be published on the H.U.G.E. Today website.

 

    24.3 We recommend checking this page periodically for any updates.

​

25. Contact H.U.G.E. Today

If you have any questions about this Privacy Policy or how H.U.G.E. Today handles personal information, please contact us.

​

H.U.G.E. TODAY Pty Ltd

Helping Unleash Good Emotions – TODAY

​PO Box 7128 East Ballina NSW 2478

Email: info@hugetoday.com.au

Phone: 0414 962 153  - Kelly -Director

Website: www.hugetoday.com.au

​

Last updated: 9 August 2026