Resources

This summary explains how Anchor Support Group handles your information. You can ask us to explain anything that is unclear.

What we collect and why

We collect information needed to organise and provide your support. This may include your contact details, goals, support needs, relevant health information, funding details and records of the support you receive.

We use this information to plan your support, communicate with you, manage payments, respond to concerns and meet our record-keeping obligations.

Your choices matter

We explain what information we need and why. We ask for your consent where required, including explaining any proposed photos, video or audio recordings.

You can ask questions, ask what happens if you do not provide information, or change or withdraw your consent. We will explain how this may affect your support and any records we still need to keep.

How we protect and share information

We keep your records secure and limit access to people who need the information for their work. We share information with your consent or where the law permits or requires it.

We will discuss what information may be shared with family, an advocate or another support person. Choosing someone to support you does not mean they automatically receive all your records.

Seeing or correcting your information

You can ask to see your information or have something corrected. We may need to check your identity first. If we cannot fulfil your request, we will explain why and how you can raise a concern.

Questions or concerns

Contact hello@anchorsupportgroup.com.au or call 1800 601 830. You can have someone help you speak with us.

If you remain concerned, the Office of the Australian Information Commissioner explains when it can consider a privacy complaint. It generally asks you to complain to the organisation first.

https://www.oaic.gov.au/privacy/privacy-complaints

This is a participant summary, not the full privacy policy. Ask us for more information about how your records are handled.

Tell us what is working well or what needs to change. You can raise a concern without being treated unfairly or losing support because you made a complaint.

How to contact us

Email hello@anchorsupportgroup.com.au, call 1800 601 830, or speak with a member of our team. You do not need to use a special form to tell us something is wrong.

You can choose not to give your name. We will still consider your concern, although it may be harder to investigate or provide you with an update.

You can have support

A family member, friend, advocate or another person you choose can help you make a complaint. Tell us how you prefer to communicate and whether you need help understanding information.

What happens next

We will listen, record your concern and acknowledge your complaint within two business days of receiving it. This confirms receipt; it does not mean the complaint will be resolved within that time. We will discuss what happened and what you would like to happen next.

We will look into the concern fairly, explain the next steps and keep you informed. We will explain the outcome and any action we take. If you are unhappy with the outcome, you can ask for a review or seek help outside Anchor.

If your concern is about the person handling the complaint, tell us so another appropriate person can handle it. Information is shared only where needed to handle the complaint or where the law requires it.

Help outside Anchor

You can contact the NDIS Quality and Safeguards Commission directly about the quality or safety of NDIS supports. You do not need our permission.

Call 1800 035 544. If using the National Relay Service, ask for this number. Interpreters can be arranged through the Commission.

https://www.ndiscommission.gov.au/complaints/report

In an emergency

Call 000 if someone is in immediate danger or needs emergency assistance. Do not wait for a response to an email or complaint.

Your support should reflect what matters to you. We will take time to understand your goals, preferences and the way you like to communicate.

You have the right to

• Be treated with dignity and respect, with your culture, beliefs and identity valued.
• Receive safe support, free from abuse, neglect, discrimination and exploitation.
• Be involved in decisions about your support and have information explained in a way you understand.
• Ask questions, take time to consider your options, and give or refuse consent.
• Have your privacy respected and ask to see or correct your information.
• Have a person you choose, including an independent advocate, help you express your views.
• Raise concerns without being treated unfairly because you spoke up.

Your choices guide your support

We will discuss your goals, available support, costs and arrangements with you. We will listen to your preferences about who supports you and explain what we can offer.

We will talk through the benefits and risks of your choices with you. You can ask to review your support or change your consent. We will explain any effects on your arrangements.

Working together

We ask you, with support where needed, to:

• Tell us what matters to you and let us know when your needs or preferences change.
• Share information needed to plan safe support and tell us about concerns.
• Treat workers and other people respectfully, as we will treat you.
• Let us know as early as possible if an appointment needs to change.
• Discuss your service agreement with us so the agreed costs and arrangements are clear.

If any of this is difficult, tell us. We will talk with you about what help may be needed. You do not have to manage everything on your own.

Talk with us

Email hello@anchorsupportgroup.com.au or call 1800 601 830. You can ask someone you trust to join the conversation.

For concerns about your support, see our Feedback and Complaints summary. Your rights do not depend on whether you choose to make a complaint.