Our privacy policy

Independent Support Solutions Pty Ltd (ISS) is committed to providing quality services to you and this privacy policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from The Office of the Australian Information Commissioner.

Should you have any queries, please do not hesitate to get in touch with us.

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include names, addresses, email addresses, phone, and facsimile numbers.

This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, by sms text and media message, via our website www.independentsupportsolutions.com.au, from media and publications, from other publicly available sources and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our network of allied health and mainstream services as indicated on the ISS Consent Form signed for services. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure e.g., in case of emergency and information may need to be provided to hospitals, doctors, GP’s and 000 emergency services.

When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record, or health information.

Sensitive information will be used by us only:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law.

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances, we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Your Personal Information may be disclosed in a number of circumstances including the following:

  • Third parties where you consent to the use or disclosure; and
  • Where required or authorised by law

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification, or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

You may access the Personal Information we hold about you and update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Independent Support Solutions Pty Ltd (ISS) will not charge any fee for your access request or for providing a copy of your Personal Information.

To protect your Personal Information, we may require identification from you before releasing the requested information.

It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete, and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

This Policy may change from time to time and is available on our website.

If you have any queries or complaints about our Privacy Policy, please contact us at:

Independent Support Solutions Pty Ltd


(07) 4248 8109

We make use of reCAPTCHA v3 on our website which protects against spam and other types of automated abuse. This service is provided by Google and you can read the Privacy and Terms of their service.

  • ISS will advise the Participant and/or Representative with a minimum of 8 hours’ notice by phone, email, or SMS where practical.
  • ISS delivers support 24/7 including public holidays. Should the Participant and/or Representative need to change or cancel the rostered hours of an arranged shift, a minimum notice period of 24 hours must be provided to ISS, unless there is an unforeseeable emergency health situation of the Participant and/or their Representative, in which case notice should be given as soon as it is known that the shift will need to be cancelled.
  • ISS understands that family life can be busy and at times unexpected and as a result Participants may not be able to attend scheduled appointments.
  • Participants should contact ISS at their earliest convenience to advise when they cannot attend a scheduled session. This allows the ISS to make alternative arrangements and it ensures that Staff does not spend time preparing and planning for sessions that do not occur.
  • Contact ISS by phone, email, or SMS before 07:00 am on the day of your appointment if your Participant is not able to attend.
  • If the Participant is then deemed to have cancelled without notice and for no reason, (no show), or requests that a worker leaves earlier than their rostered shift requirement. ISS has the right to lodge a payment claim for part or all the rostered hours against the Participants NDIS Plan.
  • If a cancellation fee has been charged, it must be paid prior to the provision of any further services. ISS may not provide the service if outstanding payments are not settled.
  • Additional cancellation fees apply to all clients and will need to be paid personally by families, as organisations (e.g., NDIS, Medicare &Private Health) will not pay these fees.
  • ISS will suspend all scheduled appointments and will take reasonable steps by phone, email and/or SMS to contact the Participant when there is a history of frequent cancellations and missed appointments.