NDIS registered: Disability services provider in Ballarat, Melton and surrounds

Privacy Policy

Step Up Support Services will only request and retain personal or health information that is necessary to:

  • assess a potential participant’s eligibility for a service;
  • provide a safe and responsive service;
  • monitor the services provided; and
  • fulfil contractual requirements to provide non-identifying data and statistical information to a funding body.


The Information we will collect:


  • Contact details for participants and their parents and guardians, or relevant family member;
  • Details for emergency contacts and persons authorised to collect participants;
  • Participants’ health status and medical records;
  • Medication records;
  • Incident reports;
  • Custodial arrangements;
  • Consent Forms;
  • Service delivery intake, assessment, monitoring and review information;
  • Service delivery records, plans, and observations; and
  • External agency information.


Accessing Your Information


Individuals have the right to:

  • request access to personal information Step Up Support Services holds about them, without providing a reason for requesting access;
  • access this information; and
  • make corrections if they consider the information is not accurate, complete or up to date.
  • However, in accordance with the Privacy Data Protection Act 2014 (VIC), access may be denied in part or in total where:
  • the request is frivolous or vexatious;
  • providing access would have an unreasonable impact on the privacy of other individuals;
  • providing access would be likely to prejudice an investigation of possible unlawful activity;
  • providing access would pose a serious and imminent threat to the life or health of any individual; and
  • denying access is required or authorised by or under law.
  • If an individual requests access to or the correction of personal information, within a service benchmark of 2 working days (and no more than 45 days after receiving the request), staff will:
  • provide access, or reasons for the denial of access; 
  • correct the personal information, or provide reasons for the refusal to correct the personal information; or
  • provide reasons for the delay in responding to the request for access to or correction of personal information.


How We Protect Your Information:


Personal files are kept in a secure filing cabinet in a private room, which is kept locked outside of operational hours. Computerised records are stored safely and secured with a password and two factor authentication for access.


What We May Disclose:


  • Participant personal and health information will only be disclosed:
  • for medical treatment or emergency;
  • to outside agencies with the participants’ or parent or guardian or next of kin’s permission;
  • with written consent from person/s with lawful authority; or
  • when required by Commonwealth Law, or to fulfil legislative obligations such as mandatory reporting.