Effective Date: 18/06/2025

Adelphi Living (“we”, “our”, “us”) respects your privacy and is committed to protecting the personal and sensitive information you share with us. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you engage with our services, including via our website www.adelphiliving.com.au, AI chatbot, online forms, and feedback tools.

This policy complies with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and is informed by best practices for NDIS providers.

1. What Personal Information We Collect

We may collect the following types of personal and sensitive information:

Personal Information

• Full name, date of birth

• Address, phone number, email address

• Contact form and chatbot submissions

• Preferences, feedback, or enquiry history

• Website usage data (e.g. via cookies or analytics)

Sensitive Information

We may collect sensitive information where relevant to your engagement with Adelphi Living, including:

• Health and disability information

• NDIS participant details

• Support needs and service preferences

• Cultural, language, or communication needs

Sensitive information is handled with heightened care in accordance with the Privacy Act and NDIS Practice Standards.

2. How We Collect Your Information

We collect information through various methods, including:

• Website forms (e.g. contact, referral, feedback)

• AI chatbot and online conversations

• Phone calls, emails, and in-person discussions

• Third parties (e.g. referrers, coordinators) where authorised by you

We may also collect limited data automatically (e.g. IP address, device type) to improve website performance and user experience.

3. Use of Information

We collect and use personal information for purposes including:

• Delivering NDIS services and support

• Managing SDA and SIL enquiries or referrals

• Responding to your enquiries or feedback

• Improving our services, website, and chatbot functionality

• Conducting reporting, compliance, and internal quality checks

• Sending marketing or newsletters 

4. Use of AI Chatbot & Live Chat

If you interact with our AI chatbot and Live Chat, we may collect:

• Text of the conversation

• Your name and contact details (if provided)

• Metadata (e.g. time of interaction, page accessed)

This data may be used to:

• Provide more accurate responses to your queries

• Direct your request to the appropriate team

• Improve the chatbot’s performance over time

Chatbot conversations are treated as confidential and may be reviewed by human staff solely for support and quality purposes.

 

5. Anonymity and Optional Feedback

You may submit anonymous feedback via our website. However, we may be limited in how we respond or follow up without identifiable information.

Where lawful and practicable, you may choose to remain anonymous or use a pseudonym when interacting with us.

 

6. Disclosure of Information

Your personal information may be disclosed to:

• Our employees, contractors, and authorised partners

• Third-party service providers (e.g. cloud storage, CRM, IT support)

• NDIS-related entities such as Support Coordinators or Plan Managers (with consent)

• Government bodies or regulators when required by law

• Entities involved in a corporate restructure or merger (if applicable)

All external providers are required to adhere to strict confidentiality and data protection standards.

 

7. Security and Data Storage

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes:

• Secure cloud-based data storage

• Encrypted communication channels

• Access controls and authentication

• Staff training on privacy obligations

We retain personal and client records for a minimum of seven years, unless longer retention is required under NDIS or legal obligations. When no longer required, data is securely destroyed or de-identified.

 

8. Cookies and Website Tracking

Our website uses cookies and similar technologies to enhance your experience and analyse usage. These tools may collect:

• IP address and browser type

• Device and operating system details

• Pages visited and actions taken

You can disable cookies through your browser settings. We may also use tools like Google Analytics in a way that does not personally identify users.

 

9. Third-Party Websites and Services

Our website may contain links to third-party sites or embedded content (e.g. videos, booking tools). We are not responsible for the privacy practices of those websites. We encourage you to read their privacy policies before engaging with their content or services.

 

10. Access to and Correction of Your Information

You may request access to, or correction of, the personal information we hold about you by contacting us in writing. We may require verification of your identity before processing the request.

There is no charge to request access, but we may apply a reasonable fee if copies of documents are required.

 

11. Children’s Privacy

While our services are directed primarily at adults and professionals, some information may be collected about children (e.g. if you are enquiring on behalf of an NDIS participant under 18). We do not knowingly collect personal information directly from children without parental or guardian consent.

 

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website. Your continued use of our website and services constitutes acceptance of any changes made.

13. Contact Us

If you have questions, concerns, or complaints about our privacy practices, please contact:

Adelphi Living
U2/3, 6 Brodie-Hall Dr, Bentley WA 6102
📧 admin@adelphiliving.com.au
📞 (08) 6331 6888
🌐 www.adelphiliving.com.au

You also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC):
🔗 www.oaic.gov.au