Policies & Procedures | GNCS
Transparency, accountability and quality care — every day.
GNCS delivers NDIS and aged-care supports across Melbourne’s North & North-West. These policies set out how we keep people safe, deliver quality services, and meet our legal obligations. They apply to all workers (employees, contractors, students and volunteers), programs and locations—including in-home, community, centre-based and telehealth.
Head office: 9 Kraft Court, Broadmeadows VIC 3047 • Phone: 1300 228 311
1. Introduction
Greater Northern Community Services (GNCS) respects your privacy and is committed to protecting the personal information of our clients, participants, families, carers, employees, job applicants, support coordinators, referrers and website visitors.
This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, contact us, make a referral, apply for a position or access our disability support, aged care and related community services.
We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where applicable.
By using our website or providing information to us, you acknowledge that you have had the opportunity to read this Privacy Policy.
2. Information We Collect
Depending on your interaction with GNCS, we may collect the following types of information.
Personal Information
This may include:
Full name and date of birth.
Residential and postal address.
Telephone number and email address.
Emergency contact details.
Information about family members, carers or authorised representatives.
Details provided through contact, enquiry, referral and registration forms.
NDIS and Disability Support Information
Where necessary to assess referrals, coordinate services or provide appropriate support, we may collect:
NDIS participant numbers and plan-related information.
Support needs, personal goals and service preferences.
Relevant medical, health, disability and accessibility information.
Information about support coordinators, guardians and other representatives.
Relevant assessments, reports and supporting documentation.
We handle sensitive information with additional care and collect it only where permitted and reasonably necessary for our services or other lawful purposes.
Aged Care and Support Information
Where relevant to our services, we may collect information about a person’s care requirements, accessibility needs, support arrangements and emergency contacts.
Employment and Recruitment Information
If you apply for a job with GNCS, we may collect your resume, qualifications, employment history, references, contact details and other information reasonably required for recruitment.
Website and Technical Information
When you visit our website, certain technical information may be collected, including your IP address, browser type, device information, pages visited, access times and website usage information. This may be collected through server logs, cookies, analytics tools or similar technologies, where used.
3. How We Collect Information
We may collect personal information:
Directly from you through website forms, telephone calls, emails and other communications.
Through participant intake, registration and referral forms.
From parents, carers, guardians or authorised representatives.
From support coordinators, healthcare professionals, service providers or other referrers, where authorised or otherwise permitted.
From documents you voluntarily provide, including assessments and support plans.
Automatically through website technologies, where applicable.
Where we collect information from another person or organisation, we take appropriate steps to ensure the collection is lawful and consistent with applicable privacy requirements.
4. Why We Collect and Use Personal Information
GNCS may use personal information to:
Respond to enquiries and requests for information.
Assess referrals and determine service suitability.
Coordinate and deliver disability support, aged care and community services.
Understand individual support needs and goals.
Communicate with participants, families, carers and authorised representatives.
Arrange appointments, intake discussions and service planning.
Maintain service records and meet applicable contractual or legal obligations.
Process job applications and recruitment enquiries.
Manage complaints, feedback and service quality.
Maintain website functionality, security and performance.
Improve our services and respond to operational needs.
Meet reporting, safeguarding and regulatory requirements where applicable.
We will not use personal information for unrelated purposes unless permitted by law or with appropriate consent.
5. Sensitive and Health Information
Some of the information required to provide disability and aged care services may be sensitive personal information, including health information.
We collect and use such information only where it is reasonably necessary for our functions or activities and where the collection, use or disclosure is permitted under applicable law.
Where required, we will obtain consent from the individual or an appropriately authorised representative.
We take reasonable steps to restrict access to sensitive information to authorised personnel and relevant service providers who need it for legitimate purposes.
6. Disclosure of Personal Information
GNCS does not sell personal information to third parties.
We may disclose personal information where reasonably necessary and legally permitted to:
Relevant employees and authorised service personnel.
Support coordinators, healthcare professionals and other providers involved in a person’s support, where authorised or otherwise permitted.
Parents, carers, guardians or representatives, where authorised and appropriate.
Government agencies, regulators and relevant authorities when required or permitted by law.
Professional advisers, auditors and insurers where necessary.
Technology, website hosting, email, IT support and other service providers that assist us in operating our business.
Emergency services or other relevant parties where disclosure is permitted or required for safety or legal reasons.
We take reasonable steps to ensure that third parties handling personal information on our behalf protect it appropriately.
7. Website Forms and Referrals
Our website may provide forms for general enquiries, service referrals, employment applications and other requests.
Information submitted through these forms may be used to respond to your enquiry, assess a referral, contact you about services or process your application.
Please provide only information that is relevant to your enquiry or referral. Do not submit sensitive documents unless they are necessary and the submission method is appropriate for that information.
Where sensitive documents are required, GNCS may provide an appropriate method for securely submitting them.
Please note that information transmitted over the internet cannot be guaranteed to be completely secure.
8. Cookies and Website Analytics
Our website may use cookies and similar technologies to maintain website functionality, remember preferences, understand website traffic and improve user experience.
You may be able to manage cookies through your browser settings. Disabling certain cookies may affect some website features.
Where analytics or other third-party website services are used, those providers may collect technical information in accordance with their own privacy policies.
This section should be updated to reflect the specific cookies, analytics tools and tracking technologies actually used on our website.
9. Google Services and Authentication
If GNCS uses Google services, such as Google Workspace, Gmail integration, Google OAuth or other Google APIs, relevant information may be processed to enable authentication, email delivery or related functionality.
Where applicable, information is handled in accordance with the permissions granted, the purpose of the integration and Google’s applicable privacy terms.
GNCS does not intend to access Google account information beyond what is necessary for the relevant authorised functionality.
Google may process information under its own privacy policy. You can review it at:
https://policies.google.com/privacy
The specific information accessed by a Google integration depends on the permissions requested and approved during setup.
10. Data Storage and Security
GNCS takes reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.
Depending on the information and the systems used, safeguards may include:
Restricted access to records and systems.
Password protection and access controls.
Secure website connections.
Appropriate staff procedures and confidentiality obligations.
Security updates, backups and other technical safeguards.
Reasonable oversight of third-party service providers.
No electronic storage system or internet transmission method is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.
11. Overseas Disclosure
GNCS may use third-party technology or service providers whose systems or personnel are located outside Australia.
Where personal information may be disclosed to overseas recipients, GNCS will take steps required by applicable privacy laws and, where practicable, identify the relevant countries in accordance with those requirements.
The countries involved will depend on the services and systems actually used by GNCS. Please contact us if you require further information about overseas data handling.
12. Access to and Correction of Personal Information
You may request access to personal information GNCS holds about you and request that inaccurate, incomplete or outdated information be corrected.
To make a request, contact us using the details provided in this Privacy Policy.
We may need to verify your identity or authority before responding. In certain circumstances, access may be restricted where permitted by law. If we cannot provide access or make a requested correction, we will explain the reasons where legally required.
13. Data Retention
GNCS retains personal information for as long as reasonably necessary for the purposes for which it was collected, including service delivery, recordkeeping, legal compliance, dispute resolution and other legitimate business requirements.
Some records may need to be retained for specific periods under applicable laws, regulatory requirements or contractual obligations.
When personal information is no longer required and we are legally permitted to dispose of it, we will take reasonable steps to securely destroy or de-identify it.
14. Privacy Complaints
If you believe GNCS has mishandled your personal information or breached applicable privacy requirements, you may submit a complaint using the contact details below.
Please include sufficient information about your concern so that we can investigate it.
We will acknowledge and assess your complaint, make reasonable enquiries and respond within a reasonable timeframe. If we identify a privacy issue, we will take appropriate steps to address it.
If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC), where the matter falls within its jurisdiction.
OAIC website: https://www.oaic.gov.au/
15. Third-Party Websites
Our website may contain links to third-party websites or services. These websites operate independently and may have their own privacy policies and practices.
GNCS is not responsible for the privacy practices of third-party websites. We encourage you to review their privacy policies before providing personal information.
16. Children’s Privacy
GNCS recognises the importance of protecting the personal information of children and young people.
Where we collect information about a child or young person in connection with our services, we take reasonable steps to handle that information appropriately, taking account of applicable consent requirements, the person’s circumstances and the authority of parents, guardians or representatives.
17. Changes to This Privacy Policy
GNCS may update this Privacy Policy from time to time to reflect changes in our services, website functionality, technology, business practices or legal obligations.
The latest version will be published on our website with an updated revision date.
We encourage visitors to review this page periodically.
18. Contact Us
If you have questions about this Privacy Policy, wish to request access to your personal information, or would like to raise a privacy concern, please contact Greater Northern Community Services.
Organisation: Greater Northern Community Services (GNCS)
Website: https://greaternortherncs.com.au/
Phone: 1300 228 311
Address: 9 Kraft Court, Broadmeadows VIC 3047, Australia
Email: support@greaternortherncs.com.au
Please use the contact details above to direct your enquiry to the appropriate person or team.
This Privacy Policy is intended to explain GNCS’s privacy practices in clear language. It should be reviewed and tailored to the organisation’s actual information-handling practices and applicable legal obligations before publication.
