Privacy Policy

Effective Date: 22 February 2026
Last Updated: 22 February 2026

1. About This Policy

Better Living Solutions Pty Ltd (ABN 87 630 237 277) (“BLS”, “we”, “us”, “our”) is committed to protecting the privacy of personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

BLS is a registered NDIS provider (Provider Number: 4050052336) delivering Specialist Disability Accommodation (SDA) services across New South Wales and Victoria. We are subject to oversight by the NDIS Quality and Safeguards Commission and comply with the NDIS Practice Standards, including the Information Management requirements under Division 2: Provider Governance and Operational Management.

This Privacy Policy describes the types of personal information we collect, how we use, store, disclose and protect that information, and how you can access or correct your information.

2. What Personal Information We Collect

We may collect and hold the following types of personal information:

NDIS Participants and Prospective Tenants

Full name, date of birth, contact details (address, phone, email)
NDIS participant number and plan details
SDA funding category and level
Disability-related information relevant to housing needs and SDA design category requirements
Support needs and daily living requirements
Next of kin, nominee, and emergency contact details
Support coordinator and SIL provider details
Tenancy and accommodation records

Investors and Prospective Investors

Full name and contact details
Information provided via enquiry forms or Investor Guide download requests
Enquiry type and investment interest details

SIL Providers and Partners

Business contact details
Partnership and referral information
Service agreement details

Website Visitors

Information submitted via the contact form (name, email, phone number, enquiry type, message)
Website usage data collected via cookies and analytics (IP address, browser type, pages visited, referring URL)

Sensitive Information: We may collect sensitive information (including disability and health-related information) about NDIS participants where it is reasonably necessary for the provision of SDA services. We will only collect sensitive information with your consent or where required or authorised by law, including under the National Disability Insurance Scheme Act 2013 (Cth).

3. How We Collect Personal Information

We collect personal information:

Directly from you — via our website contact form, phone calls, emails, in-person meetings, or written correspondence
From your NDIS plan and plan manager, support coordinator, or nominee — with your consent
From SIL providers — where relevant to your accommodation and support arrangements
From the NDIS Commission or NDIA — where required for compliance and reporting purposes
Automatically via our website — through cookies and analytics tools (see Section 10)

Where practicable, we will collect personal information directly from you. Where we collect information from a third party, we will take reasonable steps to ensure you are aware of the collection.

4. Why We Collect, Use and Hold Personal Information

We collect, use and hold personal information for the following purposes:

Providing and managing SDA tenancies and accommodation services
Assessing SDA eligibility and matching participants to suitable properties
Meeting our obligations as a registered NDIS provider, including compliance with NDIS Practice Standards
Reporting to the NDIS Quality and Safeguards Commission as required
Processing NDIS claims and SDA payments
Responding to enquiries from participants, investors, SIL providers, and the general public
Managing investor communications and SDA investment enquiries
Managing partnerships with SIL providers and other service providers
Coordinating property maintenance and repairs
Improving our website and services
Complying with applicable laws, regulations, and legal obligations

We will not use or disclose personal information for a purpose other than the purpose for which it was collected (the primary purpose), unless you have consented, or a permitted exception under APP 6 applies.

5. Disclosure of Personal Information

We may disclose your personal information to:

NDIS Quality and Safeguards Commission — as required for compliance, reporting, and audit purposes
NDIA and Plan Managers — for NDIS claims processing and plan-related matters
Support Coordinators — with your consent, to coordinate your support and accommodation arrangements
SIL Providers — with your consent, where relevant to your daily living support within our properties
Maintenance Contractors — limited to the information reasonably necessary to carry out property maintenance and repairs (e.g., property address, nature of issue). Participant personal details are not disclosed to contractors.
Professional Advisors — including legal, accounting, and insurance advisors, as reasonably required
Government Bodies and Regulators — where required or authorised by law (including the NDIS Commission, OAIC, state and federal agencies)
Technology Service Providers — see Section 6

We will not sell, rent, or trade your personal information to any third party for marketing purposes.

6. Cross-Border Disclosure

BLS uses technology platforms for internal operations management that utilise cloud infrastructure hosted in the United States. This includes our operational management platform (MySDAmanager) and associated cloud services (database hosting, error monitoring, email delivery).

In accordance with APP 8, before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to the information. We achieve this through:

Contractual obligations with technology providers requiring data handling consistent with the APPs
Data minimisation — only information necessary for operational purposes is processed through overseas-hosted infrastructure
Encryption of personal information in transit and at rest
Access controls limiting who can access personal information within these systems

No participant personal information is disclosed to overseas individuals or organisations beyond our technology infrastructure providers.

7. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. Our security measures include:

AES-256 encryption for personal information at rest and in transit
Role-based access controls limiting access to personal information to authorised staff only
Secure password policies and multi-factor authentication where available
Regular review of security practices and procedures
Staff training on privacy obligations and information handling
Incident response procedures for suspected data breaches
Physical security measures for any hard-copy records

When personal information is no longer needed for any purpose for which it may be used or disclosed under the APPs, we will take reasonable steps to destroy or de-identify the information, unless we are required by law to retain it.

8. Notifiable Data Breaches

In the event of an eligible data breach (as defined under Part IIIC of the Privacy Act 1988), we will comply with the Notifiable Data Breaches (NDB) scheme. This includes:

Conducting an assessment of the suspected breach within 72 hours
Notifying the Office of the Australian Information Commissioner (OAIC) if the breach is likely to result in serious harm
Notifying affected individuals as soon as practicable
Taking remedial action to contain the breach and prevent recurrence

9. Access and Correction

Under APP 12, you have the right to request access to the personal information we hold about you. Under APP 13, you have the right to request correction of your personal information if you believe it is inaccurate, out of date, incomplete, irrelevant, or misleading.

To make a request:

Email: info@betterlivingsolutions.com.au
Post: Privacy Officer, Better Living Solutions Pty Ltd, Suite 7, Level 1, 210-216 Hume Hwy, Lansvale NSW 2166
Phone: 1300 339 485

We will respond to your request within 30 days. There is no fee for making an access or correction request. We may need to verify your identity before processing your request.

In some circumstances, we may refuse access or correction in accordance with the exceptions set out in the APPs. If we refuse, we will provide you with written reasons and information about how to make a complaint.

10. Cookies and Website Analytics

Our website uses cookies and analytics tools to improve your browsing experience and understand how visitors use our site.

Types of cookies we use:

Functional cookies — required for the website to function correctly (e.g., WordPress session cookies, contact form functionality)
Analytics cookies — Google Analytics is used to collect anonymous information about how visitors use our website, including pages visited, time spent on pages, and referring websites. This data is aggregated and does not identify individual users.

Managing cookies: You can control or delete cookies through your browser settings. Disabling cookies may affect the functionality of some features on our website. For information on managing cookies, visit your browser’s help documentation.

We do not use cookies for targeted advertising or remarketing purposes.

11. Complaints

If you believe we have breached the APPs or handled your personal information inappropriately, you may lodge a complaint with us:

Email: info@betterlivingsolutions.com.au
Post: Privacy Officer, Better Living Solutions Pty Ltd, Suite 7, Level 1, 210-216 Hume Hwy, Lansvale NSW 2166

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. We will keep you informed of the progress of your complaint.

If you are not satisfied with our response, you may lodge a complaint with:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au | Phone: 1300 363 992
NDIS Quality and Safeguards Commission
Website: www.ndiscommission.gov.au | Phone: 1800 035 544

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated policy will be published on our website with a revised effective date. We encourage you to review this policy periodically.

For material changes that affect how we handle your personal information, we will take reasonable steps to notify you.

13. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact:

Privacy Officer
Better Living Solutions Pty Ltd
ABN: 87 630 237 277
NDIS Provider Number: 4050052336

Email: info@betterlivingsolutions.com.au
Post: Suite 7, Level 1, 210-216 Hume Hwy, Lansvale NSW 2166
Phone: 1300 339 485