1) What we collect

• Identity & contact details: name, email, phone, address, preferred contact method.

• NDIS-related details: participant number, supports sought, goals, and health information you choose to share (considered sensitive information).

• Usage & device data: pages viewed, form interactions, basic analytics/cookies (see Cookies).

• Records of contact: emails, call logs/recordings, and chat transcripts (see sections below).

We collect information directly from you (forms, calls, emails, chat), and from your authorised representatives where applicable.

2) Why we collect and use information

• To provide and coordinate NDIS services you request.

• To verify identity, schedule and deliver supports, manage billing, and meet regulatory/quality obligations.

• To respond to enquiries, feedback and complaints, improve our services, and maintain website security.

• For direct marketing (e.g., newsletters) with an easy opt-out.
  We only use or disclose personal information for the purposes above, or as permitted by the APPs.

3) AI Chat function (personal & health information)

Our website’s chat assistant is optional. Messages you send may include personal or health details; please avoid sharing more than needed. Transcripts are stored so our team can follow up, improve support quality, and safeguard safety concerns. We may use vetted service providers (which can include overseas processors); we take reasonable steps so any overseas handling complies with APP 8 (cross-border disclosure). You can choose other contact methods if you prefer not to use chat.

4) Newsletter subscription (email collection)

If you subscribe, we collect your email address to send updates about services, events, and resources. You can unsubscribe at any time via the link in each email or by contacting us; we then stop sending marketing emails (we may still send essential service messages).

5) Contacting us by email

Emails to info@dantae.com.au may include personal or health information. Email is retained with our secure mail provider for record-keeping, service coordination, and compliance. If your message contains sensitive details, you may prefer calling us first to discuss the best way to share that information.

6) Contacting us by phone

When you call (07) 5208 8055, we create a contact note (time, date, caller details) so we can assist you, coordinate supports, and maintain a service history.

7) Call recording (all office calls)

We record inbound and outbound office calls to:

• verify instructions, support quality/training, safety, and compliance;

• investigate incidents, feedback or complaints;

• meet legal and audit requirements.

Consent & notice: We provide a pre-call notice and/or message. By staying on the line, you consent to recording. If you do not wish to be recorded, please tell us—our staff can offer alternatives (for example, unrecorded call back where available, or email/face-to-face options).
Access: You may request access to a call recording involving you (subject to verification and lawful exceptions).
Retention: Unless needed longer for investigations or legal reasons, recordings are generally retained for up to 24 months, then securely deleted.

8) Disclosing personal information

We share information only when needed to deliver services or as permitted by law, including with:

• our staff and trusted contractors under confidentiality;

• allied and community providers involved in your supports (with your direction/consent where required);

• ICT, email, marketing and analytics providers;

• regulators or insurers where authorised or required.
  If information is stored or accessed overseas by our providers, we take reasonable steps to ensure protection consistent with APP 8. OAIC

9) Data security

We use administrative, technical and physical safeguards (access controls, encryption in transit where feasible, staff training, secure disposal). Despite safeguards, no method is 100% secure; if a data breach is likely to cause serious harm, we will notify affected individuals and the OAIC under the Notifiable Data Breaches (NDB) scheme.

10) Data retention

We keep personal information only as long as needed for service delivery, legal, tax and audit requirements. Typical retention:

• Chat transcripts: up to 12 months;

• Emails and service records: 7 years (clinical/NDIS context may require longer);

• Call recordings: up to 24 months (see Section 7).
  When no longer required, we securely destroy or de-identify information.

11) Cookies & analytics

Our site may use cookies and similar tools to operate, remember preferences, and understand usage. You can adjust browser settings to refuse some cookies; some features may then not work as intended.

12) Access and correction

You can request access to, or correction of, your personal information. We will respond within a reasonable time and may need to verify your identity. Limited exceptions can apply under APP 12/13.

13) Feedback and complaints

If you have a privacy concern, please contact us first (details below). We’ll investigate and respond. If you’re not satisfied, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

14) Children and representatives

If you are a parent/guardian or appointed representative engaging us on behalf of a participant, we will collect and handle information accordingly and may seek evidence of authority where appropriate.

15) Changes to this Policy

We may update this Policy to reflect changes to our practices or the law. The latest version will be posted on this page with the effective date.

16) Contact us

📧 info@dantae.com.au | 📞 (07) 5208 8055 | 🌐 dantae.com.au