Privacy Policy

Fiona Goodall • May 26, 2025

This Privacy Policy explains how Making Connections Toowoomba collects, uses, discloses, and protects your personal information when you use our website at www.makingconnectionstoowoomba.com.au.

We are committed to safeguarding your privacy and complying with the Australian Privacy Principles (APPs) outlined in the Privacy Act 1988 (Cth).

1. What Personal Information We Collect

We may collect personal information such as:

Your name
Email address
Phone number
Background information about our clients
NDIS or funding information
Details about services you enquire about or participate in
Feedback, comments, or communications
Any other information you voluntarily provide (e.g. via forms, emails, or phone)

We may also collect non-identifiable data such as browser type, IP address, and usage statistics.

2. How We Collect Your Information

We collect personal information directly from you when you:

Submit an enquiry or intake form via our website
Contact us by phone or email
Sign up for programs, events, or services
Join our mailing list or respond to a survey
Engage with us on social media

Our website may also use cookies and analytics tools to gather basic visitor data.

3. Why We Collect Your Information

We collect and use your personal information to:

Provide you with our services, programs, and supports
Communicate with you regarding bookings, enquiries, or updates
Manage billing, invoicing, and funding processes (including NDIS-related information)
Improve our services and understand community needs
Share program information, newsletters, or updates with you (you can opt out at any time)

In addition, we only collect information that is necessary to:

a) Deliver the most appropriate support for you or your young person
b) Make adjustments or accommodations where needed
c) Improve the quality and effectiveness of our services
d) Communicate with you about bookings, changes, and updates
e) Meet legal and safety obligations (e.g. mandatory reporting)
f) Manage administration, invoicing, and record-keeping

4. Third-Party Systems and Providers

We use secure, password-protected systems to manage your information. These systems are only accessed by authorised staff and align with Australian privacy laws and NDIS standards.

We also use trusted third-party platforms including:

Splose – a secure cloud-based platform used for clinical notes, scheduling, and administrative management. Splose complies with the Australian Privacy Principles and other international privacy standards (e.g. GDPR, HIPAA). For more information, please refer to Splose’s Privacy Policy.
Mailchimp – for newsletters and email communication
Xero – for invoicing and payment processing

These providers are selected for their strong privacy and security practices.

5. Access and Correction

You have the right to:

a) Access your personal information
b) Request corrections if anything is inaccurate or incomplete
c) Withdraw your consent at any time (note: this may affect our ability to provide services)
d) Request a copy of our full Privacy & Confidentiality Policy

To do so, please contact us using the details at the bottom of this page. We will respond to your request within a reasonable timeframe, typically within 30 days.

6. Cookies and Analytics

Our website may use cookies to improve functionality and gather visitor statistics through tools like Google Analytics.

You can manage or disable cookies via your browser settings.

7. Collection of Anonymous Information

We may use cookies, tracking pixels, or transparent GIF files to measure the success of our online advertising and understand how visitors interact with our website. These tools, help us identify which advertisements lead people to our site. The data collected is anonymous and used for statistical purposes only. It may include:

Your server address
Top-level domain name (e.g. .com, .gov, .au)
Date, time and duration of visit
Pages visited
Referring website
Browser type
Protocol used (e.g. HTTP, FTP)

You can disable cookies via your browser settings, though our website will still be accessible without them.

8. Use and Disclosure of Personal Information

We may disclose your personal information to:

Our team members, administrative staff, allied health professionals, and contractors involved in providing services and supports to you through Making Connections Toowoomba
Trusted third-party service providers we use for scheduling, clinical notes, invoicing, communication, or digital storage (e.g. Microsoft 365, Splose, Mailchimp, Xero)
IT providers, web hosting services, and cloud storage platforms that support our systems
Accountants, legal advisors, or professional consultants for business, compliance, or auditing purposes
Government or regulatory bodies where legally required (e.g. for mandatory reporting or NDIS compliance)
Other service providers or organisations, with your express consent (e.g. school staff, support coordinators, or allied health providers)

We will only use or disclose your personal information for the purposes it was collected unless:

You have provided permission for another use;
It is required or authorised by law;
It is necessary to perform the service agreement we have entered into with you;
It supports our legitimate operations and does not override your rights.

8.1 Use and Disclosure Relating to AI

Some of our clinical and administrative processes use privacy-protected artificial intelligence (AI) tools to support service planning, documentation, and communication. These tools are integrated within platforms such as Splose (our practice management system) and Heidi Health and NovoNote (our digital therapy assistants). Features may include drafting summaries, generating reports, or assisting with therapy planning. All data remains within secure, compliant systems, and is handled in accordance with Australian privacy laws and NDIS standards.

For further details, please see:

Use of General AI Tools (e.g. OpenAI): We may also occasionally use external general AI tools, such as OpenAI (ChatGPT, CoPilot or Gemini), to assist with drafting broad content like templates, resource ideas, or communication examples. These tools are not used to process or input any personal or identifying information about clients. Their use is limited to general, non-clinical purposes and does not involve data that could identify you or your child.

You may contact us if you wish to seek clarification or withdraw your consent for the use of these integrated AI tools in handling your information.

9. Third-Party Services and Links

Our site may contain links to external websites. Please note that we are not responsible for the privacy practices or content of those third-party sites. Where third-party services operate outside Australia, we take reasonable steps to ensure your data is handled in accordance with Australian privacy standards.

9. Complaints and Enquiries

If you have any questions about this Privacy Policy, or believe we have breached your privacy, please contact us directly. We take all concerns seriously and aim to resolve them promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.

10. Contact Us

Making Connections Toowoomba
Email: fiona@makingconnectionstoowoomba.com.au

11. Updates to This Policy

We may update this Privacy Policy from time to time. The most recent version will always be available on our website, with the effective date listed at the top.

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