Last updated: 21 July 2026

Carerz (ABN 67 627 797 586) (“Carerz”, “we”, “us”, “our”) is a registered NDIS provider (NDIS Registration ID: 4-K5S3E3A) based in Point Cook, Victoria, Australia. We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the National Disability Insurance Scheme Act 2013 (Cth), and the NDIS Code of Conduct.

This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you visit our website (www.carerz.com.au), submit an enquiry or referral, contact us, receive our services, or interact with our advertising and social media.

1. What Personal Information We Collect

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

Contact information — your name, phone number, email address, residential address, and preferred contact method.

Referral and enquiry information — details submitted through our referral form or contact form, including the participant’s name, date of birth, NDIS number, plan details, support needs, and the details of the referrer (such as a Support Coordinator, hospital, parent, or guardian).

Sensitive information (including health information) — information about disability, health conditions, medications, behaviour support needs, cultural background, and other information reasonably necessary to deliver safe and appropriate NDIS supports. We only collect sensitive information with your consent, or as otherwise permitted by law.

Service delivery records — support plans, progress notes, incident reports, service agreements, and communication records created during the delivery of our services.

Website and technical information — IP address, browser and device type, pages visited, time spent on the site, referring pages, and cookie or advertising identifiers (see our Cookie Policy for details).

2. How We Collect Information

We collect personal information:

• Directly from you, in person, by phone, email, or WhatsApp
• Through forms on our website, including our referral and contact forms
• From your representatives, such as parents, guardians, nominees, Support Coordinators, hospitals, and other health or care providers, with appropriate authority or consent
• From the National Disability Insurance Agency (NDIA) or plan managers, where relevant to your supports
• Automatically through cookies, analytics tools, and advertising technologies when you use our website

3. Why We Collect and Use Your Information

We collect, hold, and use personal information to:

• Respond to enquiries and process referrals
• Assess eligibility and suitability for our supports
• Plan, deliver, coordinate, and review NDIS services
• Prepare service agreements, rosters, and support documentation
• Communicate with you, your representatives, and your care team
• Process claims, invoices, and payments (including through the NDIA or plan managers)
• Meet our obligations as a registered NDIS provider, including quality, safeguarding, incident reporting, and audit requirements
• Improve our services and website
• Conduct marketing and advertising, including on platforms such as Facebook and Instagram, where permitted

We do not use or disclose sensitive information for direct marketing.

4. Who We May Share Information With

We may share your personal information with:

• Your authorised representatives, including parents, guardians, nominees, and Support Coordinators
• The NDIA, the NDIS Quality and Safeguards Commission, and plan managers, where required for your supports or by law
• Health professionals and other providers involved in your care, with your consent
• Trusted service providers who assist us to operate, including our care management and CRM software (EZaango), website hosting, email, scheduling, accounting, and IT support providers
• Government agencies, regulators, or law enforcement where required or authorised by law, including mandatory incident reporting obligations
• Professional advisers such as lawyers, accountants, and insurers where reasonably necessary

We do not sell personal information.

5. Overseas Disclosure

Some of our technology providers (such as website hosting, analytics, and advertising platforms) may store or process information overseas. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.

6. Advertising, Analytics, and the Meta Pixel

Our website uses analytics and advertising technologies, including Google Analytics and the Meta (Facebook) Pixel. These tools collect information about your visit to help us measure the performance of our advertising, understand how visitors use our website, and show relevant ads on platforms such as Facebook and Instagram. These platforms handle information under their own privacy policies. You can manage your ad preferences within your Facebook or Google account settings, and manage cookies as described in our Cookie Policy.

7. Storage and Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes secure care-management systems, access controls, staff training, and confidentiality obligations. No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.

8. Data Retention

We retain personal information for as long as necessary to deliver our services and meet our legal and NDIS record-keeping obligations, after which it is securely destroyed or de-identified.

9. Notifiable Data Breaches

If a data breach occurs 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.

10. Access, Correction, and Your Rights

You may request access to the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, or incomplete. We may need to verify your identity before responding. We will respond within a reasonable period. In limited circumstances permitted by law, we may refuse a request and will explain why.

11. Children and Participants Under 18

Where we provide services to children or young people, including early childhood intervention, we collect their information from and with the consent of a parent, guardian, or authorised representative, and handle it with additional care.

12. Complaints

To complain about how we have handled your personal information, contact us using the details below. We will acknowledge and respond promptly. If you are not satisfied with our response, you may contact:

• Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au | 1300 363 992
• NDIS Quality and Safeguards Commission — www.ndiscommission.gov.au | 1800 035 544

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or the law. The updated version will be published on this page with a revised date.

14. Contact Us

Carerz (ABN 67 627 797 586) NDIS Registration ID: 4-K5S3E3A Point Cook, Melbourne VIC, Australia Email: hello@carerz.com.au Phone: +61 488 016 006 / +61 430 370 699