Privacy Policy

The Child Health and Development Hub Pty Ltd (“CHDH”, “we”, “us” or “our”) is committed to protecting the privacy of children, families and other people who interact with our organisation.

As a provider of child development, disability and health-related services, we understand that families may share personal and sensitive information with us. We take our responsibility to handle that information respectfully, securely and transparently.

This Privacy Policy explains how we collect, hold, use and disclose personal information, including health information.

We manage personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a private health service provider operating in New South Wales, we also manage health information in accordance with the Health Records and Information Privacy Act 2002 (NSW) and the Health Privacy Principles (HPPs). Where applicable to our services, we also operate in accordance with relevant NDIS requirements concerning privacy, dignity and information management.

Information We May Collect

The information we collect depends on how you interact with us.

Website enquiries and bookings

When you contact us, submit an enquiry or book a Parent Planning Call through our website, we may collect information including your:

• name
• email address
• telephone number
• relationship to the child
• suburb
• child's age
• NDIS participation status
• information about the support you are seeking
• any other information you choose to include in your enquiry.

Some information provided about a child's development, disability, health or support needs may constitute health information or sensitive information under Australian privacy law.

You can browse our website without identifying yourself. However, we need certain contact information if you would like us to respond to an enquiry or arrange a call.

Information collected when a family accesses our services

If your child becomes a client of CHDH, we may need to collect additional information that is reasonably necessary to provide and manage services.

Depending on the service, this may include personal and contact information; developmental, functional and health information; disability and NDIS information; relevant educational or school information; referral information; assessments and reports; service plans; practitioner notes and records; communication with parents, carers and other authorised people; and administrative or billing information.

The collection and use of detailed client information is also addressed through our formal intake, consent and service agreement processes.

We do not ask families to provide detailed clinical records through a general website enquiry unless this is specifically required.

How We Collect Information

We generally collect personal information directly from you.

Information may be collected when you use our website, submit a form, speak with us by telephone, communicate by email or SMS, book a consultation, complete intake or service documentation, or participate in services.

With appropriate consent or where otherwise permitted by law, relevant information may also be received from people or organisations involved in supporting a child, such as health professionals, educators, schools, support coordinators or other service providers.

Why We Collect and Use Information

We collect, use and hold personal information where it is reasonably necessary to operate our services.

This can include responding to enquiries, contacting families, arranging appointments, determining how we may be able to assist, providing and coordinating services, developing and reviewing support strategies, maintaining service and clinical records, communicating with authorised people involved in a child's support, meeting administrative and billing requirements, maintaining safety and quality, and complying with legal, regulatory and professional obligations.

We will not use health or sensitive information for an unrelated purpose unless we have appropriate consent or the use is otherwise permitted or required by law.

We do not sell personal information.

Children and Young People

Much of the information CHDH handles relates to children and young people.

We recognise that children's information requires particular care. Information about a child is generally collected from their parent, guardian or another person authorised to provide it, as well as from the child where appropriate having regard to their age, circumstances and capacity.

We seek to collect only information that is relevant and reasonably necessary for the purpose for which it is required.

Sharing Information

We may disclose personal information where reasonably necessary to provide or administer our services, with consent where required, or where disclosure is permitted or required by law.

This may include disclosure to:

• CHDH practitioners and authorised team members;
• health, disability or education professionals involved in a child's care or support;
• schools or educators where appropriate and authorised;
• NDIS-related organisations such as plan managers or relevant NDIS bodies where required for the service;
• professional advisers; and
• technology or business service providers that assist us to operate our systems and services.

We take reasonable steps to limit disclosures to information relevant to the purpose for which it is being shared.

Website Technology and Third-Party Providers

CHDH uses third-party technology providers to operate parts of our website, enquiry, booking and communication systems.

Our website and CRM currently use HighLevel/LeadConnector. These services may process information through infrastructure or service providers located outside Australia.

HighLevel's published information identifies processing in locations including the United States and India. Other technology providers we use, including Google or Meta where analytics or advertising functions are enabled, may also process information in other countries in which they or their service providers operate.

Where personal information is disclosed overseas, we take reasonable steps required under applicable privacy laws in relation to that disclosure.

Our website may use cookies and similar technologies for site operation, analytics and, where enabled, advertising measurement. These technologies may collect technical information such as browser information, device information, IP address, pages visited and interactions with the website.

Security

We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure.

These measures may include secure electronic systems, access controls, authentication measures, appropriate staff and contractor access restrictions, secure record-management processes and other technical and organisational safeguards appropriate to the information we hold.

No electronic system can be guaranteed to be completely secure. If we become aware of a data breach, we will assess and respond to it in accordance with applicable privacy and data breach notification requirements.

How Long We Keep Information

We keep personal information for as long as it is reasonably required for the purpose for which it was collected and to meet legal, regulatory and professional recordkeeping requirements.

For health information held by a private health service provider in NSW, health information collected while a person was under 18 is generally required to be retained until that person reaches 25 years of age. Health information collected while a person was an adult is generally required to be retained for seven years from the last occasion on which the health service was provided.

Where information is no longer required and there is no legal requirement to retain it, we take appropriate steps to securely destroy or de-identify it.

Accessing or Correcting Your Information

You may request access to personal information we hold about you or your child where you are legally authorised to do so. You may also ask us to correct information that is inaccurate, incomplete, out of date or misleading.

Some legal exceptions may apply to access or correction requests.

Requests can be made to:

We may need to verify your identity or authority before providing access to information.

Privacy Concerns and Complaints

If you have a concern about how CHDH has collected, used, stored or disclosed personal or health information, please contact us first so we can investigate the matter.

Privacy complaints can be sent to hello@thechdh.com.

We will take privacy complaints seriously, investigate them appropriately and aim to respond within a reasonable period.

If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner (OAIC) or, for matters concerning health information in NSW, the Information and Privacy Commission NSW (IPC).

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology or legal obligations.

The current version will be published on our website with the date it was last updated.

Contact Us

For questions about this Privacy Policy or how we handle personal information: