Privacy Policy

Last updated: January 2026

1. Introduction

Progress FNQ Pty Ltd (ABN 70 655 428 676) ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

As an NDIS provider, we also comply with the NDIS Quality and Safeguards Commission requirements for handling participant information.

2. Information We Collect

We may collect the following types of personal information:

• Identity information: Name, date of birth, address, contact details
• NDIS information: NDIS number, plan details, funding information
• Health information: Medical history, mental health diagnoses, treatment information, medications
• Support information: Goals, support needs, progress notes, incident reports
• Financial information: Bank details (for invoicing purposes only)
• Employment information: For staff and applicants: qualifications, work history, screening checks

We only collect information that is necessary for providing our services and meeting our legal obligations.

3. How We Collect Information

We collect personal information through:

• Direct contact with you (phone, email, in person, website forms)
• Referrals from other services (with your consent)
• The NDIS portal and NDIA
• Health professionals involved in your care (with your consent)
• Your family, carers, or support network (with your consent)

4. How We Use Your Information

We use your personal information to:

• Provide NDIS supports and services to you
• Develop and review your support plans
• Communicate with you about your services
• Coordinate with other providers involved in your care
• Process payments and manage billing
• Meet our legal and regulatory obligations (NDIS, tax, workplace safety)
• Improve our services and train our staff
• Respond to complaints and feedback

5. Disclosure of Information

We may disclose your personal information to:

• The NDIA and NDIS Quality and Safeguards Commission
• Other service providers involved in your support (with your consent)
• Health professionals involved in your care (with your consent)
• Emergency services (in an emergency)
• Government agencies as required by law

We will not sell, trade, or disclose your personal information to third parties for marketing purposes without your explicit consent.

6. Data Storage and Security

We take reasonable steps to protect your personal information from:

• Unauthorised access, modification, or disclosure
• Misuse, interference, or loss

Our security measures include:

• Secure electronic systems with access controls
• Encryption of sensitive data
• Physical security of paper records
• Staff training on privacy and confidentiality
• Regular review of security practices

Data residency: Your data is stored on servers located in Australia. We do not transfer personal information overseas.

7. Your Rights

You have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or outdated information
• Withdrawal: Withdraw consent for certain uses of your information
• Complaint: Make a complaint about how we handle your information

To exercise these rights, contact our Privacy Officer using the details below.

8. Retention of Information

We retain personal information for as long as necessary to provide services to you and meet our legal obligations. For NDIS participants, records are retained for a minimum of 7 years after the last service provision, or longer as required by law.

When information is no longer needed, it is securely destroyed or de-identified.

9. Website and Cookies

Our website may use cookies and similar technologies to improve your experience. Cookies are small files stored on your device that help us understand how you use our website. You can control cookies through your browser settings.

We may also collect analytics data (e.g., pages visited, time on site) to improve our website. This data is aggregated and does not identify you personally.

10. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be available on our website with the date of the last update. Significant changes will be communicated to participants directly.

11. Contact Us

If you have questions about this Privacy Policy, want to access or correct your information, or have a privacy complaint, please contact our Privacy Officer: