Privacy policy | Manora Care

This policy explains how Manora Care handles personal information. We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth). As a provider of NDIS supports, we also follow the privacy and confidentiality requirements that apply to NDIS providers.

What we collect

Depending on how you deal with us, we may collect:

through our enquiry form: your name, contact details, your relationship to the person you are asking about, and what you tell us about the support you are looking for
through our referral form: the participant’s name and contact details, information about their NDIS plan and how it is managed, the support they are looking for, and the details of the person making the referral
when we provide support: the information we need to plan and deliver it safely, such as support needs, routines, health information, emergency contacts and NDIS plan details
anything else you choose to tell us in a message or conversation

You can ask us general questions without giving your name. We may not be able to discuss or arrange support without it.

Sensitive and health information

Information about a person’s disability, health, support needs and NDIS plan is sensitive information. We collect it only with consent: from the person, or from their nominee, guardian or someone acting with their consent, such as a support coordinator. We use it only to plan and provide support, and to meet our legal obligations.

Please do not send medical reports or detailed plans through the website forms. If we need documents, we will arrange a secure way to share them.

Why we collect it and how we use it

to answer your enquiry or referral
to work out whether we can provide the support you are looking for, and to match you with workers
to prepare service agreements, plan rosters and deliver support
to claim payment for supports, through the NDIA, your plan manager or you, depending on how your plan is managed
to meet our legal and NDIS obligations, including incident management, complaints handling and record keeping
to improve our services

We do not use your information for marketing unless you ask us to, and we never sell it.

Who we share it with

We share personal information only with your consent, or where the law requires or allows it. For example, we may share information:

with people you have asked us to involve, such as family, a nominee, a support coordinator or a plan manager
with the NDIA or your plan manager, to claim payment for supports you have received
with the NDIS Quality and Safeguards Commission, where we are required to, for example when reporting certain incidents
with health professionals or emergency services, where it is needed to prevent a serious threat to someone’s life, health or safety
with service providers who help us run our business, such as secure IT, email and form services. They may use the information only to provide that service to us.

Some of these service providers may store data outside Australia. Where that happens, we take reasonable steps to make sure the information is protected in line with the Australian Privacy Principles.

How we store and protect it

We store personal information in secure systems with access limited to the people who need it to do their work. We keep records for as long as the law and our NDIS obligations require, and then destroy or de-identify them securely.

If there is a data breach that is likely to cause serious harm, we will tell the people affected and the Office of the Australian Information Commissioner, as the law requires.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. We will not charge you for making a request. If we cannot give you access or make a correction, we will explain why in writing, unless the law says we cannot.

To make a request, use our contact form. Someone you trust can contact us for you.

Cookies and analytics

This website does not use cookies to track you or to show you advertising. Privacy-friendly, cookieless analytics may be used to count visits to pages. It does not identify you personally.

The accessibility settings you choose on this site, such as text size and animation, are remembered in your own browser so they stay the same when you come back. If you start our referral form and come back later, your unfinished answers may also be kept in your browser until you send the form. This information stays on your device and is not sent to us until you submit a form.

Our forms use a security check to stop spam. It helps confirm a real person is sending the form.

Privacy complaints

If you have a concern about how we have handled your personal information, please tell us first through our contact form. We will look into it and respond to you. You can find out more about how we handle complaints on our complaints and feedback page.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

Website: oaic.gov.au
Phone: 1300 363 992

If your concern is about the quality or safety of an NDIS support, you can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.

Changes to this policy

We may update this policy from time to time. The date at the bottom of this page shows when it was last changed.

Last updated: 28 September 2026