1. Who we are
Support Match is an NDIS support worker matching service based in Surry Hills, NSW, Australia (ABN 33 668 325 719). We operate in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Act 2013.
2. Information we collect
We collect only the information we need to match NDIS participants with suitable support workers. This includes:
- Contact details: your name, email, phone number, suburb and state
- Participant information: first name, age, disability or condition, preferences, support needs, plan management type
- Referrer information: name, role, organisation, contact details (for coordinators, plan managers, or family members)
- Worker application data: CV, clearances (NDIS Worker Screening, WWCC, Police Check, First Aid), references, work history
- Usage data: anonymised website analytics such as pages visited, device type, and referral source
3. How we collect your information
We collect personal information through our website forms, phone calls, emails, and conversations. We do not buy or acquire personal information from third parties without your knowledge.
4. Why we collect it
We use your information to:
- Match NDIS participants with suitable support workers
- Contact you regarding your request, referral, or application
- Verify worker compliance and screening documents
- Invoice for supports delivered, in line with the NDIS Price Guide
- Comply with our obligations under the NDIS Act and related regulations
- Improve our service based on anonymised analytics
5. Who we share it with
We share personal information only as necessary to deliver our matching service:
- Potential support workers, we share participant preferences and general needs (not identifying details) when briefing workers for shortlisting
- Participants and families, we share shortlisted worker profiles with the person who requested the match
- Plan managers, for invoicing purposes for plan-managed participants
- Government agencies, where legally required (e.g. NDIS Quality and Safeguards Commission, Australian Taxation Office)
We do not sell your information. We do not share it with marketers outside Support Match.
6. How we store your information
Your data is stored securely on Australian-hosted servers with encryption at rest and in transit. Access is limited to Support Match staff who need it to do their jobs. We use industry-standard authentication, backups, and access logging.
7. How long we keep it
We retain your information only for as long as necessary:
- Active participants: for the duration of the matching relationship, plus 7 years (to meet NDIS record-keeping obligations)
- Inactive inquiries: 24 months from last contact, unless you request earlier deletion
- Worker applications: 12 months if not onboarded, or for the duration of employment plus 7 years
8. Your rights
Under Australian privacy law, you have the right to:
- Access the personal information we hold about you
- Ask us to correct it if it's inaccurate
- Request we delete it (subject to our legal retention obligations)
- Withdraw consent to future contact
- Make a privacy complaint
To exercise any of these rights, email admin@supportmatch.com.au or phone 1300 543 123. We'll respond within 30 days.
9. Cookies and website analytics
Our website uses cookies to remember your preferences and track anonymised usage patterns. We use Google Analytics and may use Meta Pixel if you've indicated you'd like to hear about us via our social channels. See our Cookie Policy for details.
10. Third-party services
Our forms are delivered by Web3Forms, which relays submissions to our inbox. We use hosted email (Google Workspace) for communication and standard business tools (calendar, roster, invoicing software) to operate. Each has its own privacy practices.
11. Complaints
If you believe we've mishandled your personal information, contact us first at admin@supportmatch.com.au. If you're not satisfied with our response, you may escalate to the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner
Phone: 1300 363 992
Web: oaic.gov.au
12. Changes to this policy
We may update this policy occasionally. The "last updated" date at the top of the page will reflect any changes. Significant changes will be notified by email to active clients.
13. Contact us
For any privacy-related queries:
Support Match, Privacy Officer
Email: admin@supportmatch.com.au
Phone: 1300 543 123
Post: Level 1/457-459 Elizabeth Street, Surry Hills NSW 2010