Merciful Care Pty Ltd (ABN 26 664 336 805) 

1. Our Commitment to Your Privacy

Merciful Care Pty Ltd (“Merciful Care,” “we,” “us,” “our”) is committed to protecting the privacy of participants, families, referrers, and website visitors. This policy explains how we collect, use, disclose, and protect personal information, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Commission’s privacy and confidentiality requirements. 

2. What Personal Information We Collect

Depending on your relationship with us, we may collect: 

• Contact details (name, address, phone, email) 

• NDIS participant number and plan details 

• Health, disability, and support-needs information (sensitive information) 

• Emergency contact and next-of-kin details 

• Support Coordinator, Plan Manager, or referrer details 

• Website usage data 

3. How We Collect Information

We collect information directly from participants, families, Support Coordinators, and referrers — through referral forms, enquiry forms, phone calls, WhatsApp/SMS, email, and in-person conversations during service delivery. We only collect sensitive information (such as health or disability details) with consent, or where otherwise permitted or required by law. 

4. Why We Collect and Use Your Information

We use personal information to: 

• Assess and deliver NDIS supports and services 

• Communicate with participants, families, and Support Coordinators 

• Meet our obligations under the NDIS Act and NDIS Practice Standards 

• Manage referrals, scheduling, and service coordination 

• Improve our services 

We do not use personal information for marketing without consent. 

5. Disclosure of Personal Information

We may disclose personal information to: 

• NDIS Support Coordinators, Plan Managers, and allied health professionals involved in a participant’s care 

• The NDIS Quality and Safeguards Commission, where required by law or regulation 

• Emergency services, where necessary to protect health or safety 

• Our own staff, on a need-to-know basis, for service delivery 

We do not sell personal information, and we do not disclose it to third parties for marketing purposes. 

6. Data Quality and Security

We take reasonable steps to keep personal information accurate, secure, and protected from misuse, loss, or unauthorised access, including secure storage systems and staff confidentiality obligations. Information is retained only as long as necessary for service delivery and legal/regulatory requirements. 

7. Access and Correction

You have the right to request access to personal information we hold about you, and to request correction if it’s inaccurate or out of date. Requests can be made to our Privacy Officer (contact details below). 

8. Our Website and Cookies

Our website may use cookies or similar technologies to understand site usage and improve user experience. You can disable cookies in your browser settings. We do not knowingly collect sensitive information through general website browsing. 

9. Complaints

If you believe we have breached your privacy, you can contact our Privacy Officer directly. If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or the NDIS Quality and Safeguards Commission at ndiscommission.gov.au. 

10. Contact Us

Privacy Officer, Merciful Care Pty Ltd 

Email: info@mercifulcare.com.au 

Phone: 1300 665 560 

Address: St Andrews, NSW 2566 

11. Changes to This Policy

We may update this policy from time to time. The current version will always be available on our website, with the date of the last update shown below. 

Last updated: July 10, 2026