Healing Nest Early Supports Pty Ltd trading as Healing Nest Early Intervention respects your privacy and is committed to protecting the personal information of children, parents, carers and families who contact or use our services.

​

This Privacy Policy explains how we collect, use, store, protect and share personal information.

​

1. Who we are

Healing Nest Early Intervention provides mobile play-based early intervention support for young children across South East Melbourne.​ Our services may be delivered at home, kindergarten or school, depending on the child’s needs, family preference and service arrangements.

 

Business name: Healing Nest Early Supports Pty Ltd trading as Healing Nest Early Intervention
ABN: 39 692 845 640
Email: admin@healingnest.com.au
Location: Melbourne VIC, Australia

​

2. Personal information we collect

We may collect personal information when you contact us, complete an enquiry form, submit a Facebook or Instagram lead form, email us, call Instagram lead form, email us, call us, complete intake documents, or begin services with Healing Nest Early Intervention.

 

This may include:

• Parent or carer name

• Child’s name and age

• Phone number and email address

• Suburb or postcode

• Preferred session location

• NDIS funding status

• NDIS participant details, if provided

• Plan manager or support coordinator details, if relevant

• Information about your child’s development, support needs, routines, behaviour, communication, sensory needs, emotional regulation, social play, independence, motor skills or school readiness

• Information shared by parents, carers, schools, kindergartens or other professionals, where consent has been provided

• Intake forms, consent forms, service agreements, session notes, progress notes, reports and invoices

• Communication records, including email, SMS and phone notes

• Photos, videos or other media only where specific consent has been provided

 

Some of the information we collect may be sensitive information or health information because it relates to a child’s development, support needs, disability, health, behaviour or NDIS supports.

​

3. Why we collect information

We collect personal information so we can:

• Respond to enquiries

• Arrange a free 15-minute call

• Understand your child’s needs

• Determine whether our services may be suitable

• Provide play-based early intervention support

• Plan sessions and track progress

• Prepare session notes, progress notes and reports

• Support NDIS-related documentation where relevant

• Communicate with parents, carers, schools, kindergartens and other professionals where consent has been provided

• Manage bookings, cancellations, invoices, payments and account administration

• Meet legal, professional, insurance, child safety, NDIS, tax and record-keeping obligations

• Improve our services and business systems

 

We only collect information that is reasonably needed to respond to your enquiry, provide services, manage safety, or meet our obligations.

​

4. How we collect information

We may collect information through:

• Website enquiry forms

• Facebook or Instagram lead forms

• Phone calls, SMS and email

• Intake forms and consent forms

• Service agreements

• Parent or carer discussions

• Session observations and notes

• Communication with schools, kindergartens, plan managers, support coordinators or other professionals, where consent has been provided

• Secure business systems used for bookings, notes, invoices and administration

 

Where possible, we collect information directly from parents, carers or legal guardians.

​

5. Information about children

Because our services are for young children, information about a child is usually provided by a parent, carer or legal guardian.Parents and carers are responsible for providing accurate and up-to-date information that may affect service delivery, consent, safety or communication.

 

This may include relevant parenting arrangements, court orders, custody arrangements, safety concerns, medical information or changes to NDIS funding.

​

6. How we use your information

We use personal information for the purpose it was collected, or for a closely related purpose that would reasonably be expected.

 

This may include:

• Contacting you about your enquiry

• Calling you back at your preferred time

• Arranging appointments

• Providing early intervention support

• Preparing notes, reports and documentation

• Communicating about goals and progress

• Sending invoices, receipts or service information

• Managing cancellations, rescheduling and administration

• Responding to feedback or complaints

• Meeting legal, child safety, insurance, tax, NDIS and professional obligations

 

We do not sell your personal information.

​

7. Sharing information

We only share personal information where it is needed for service delivery, administration, safety, legal compliance, or where consent has been provided.

 

We may share relevant information with:

• Parents, carers or legal guardians

• Schools, kindergartens or childcare services, where consent has been provided

• NDIS plan managers, support coordinators or nominees, where relevant

• Other treating professionals, where consent has been provided

• Secure practice management, accounting, booking, communication or administration systems used by the business

• Legal, insurance, accounting or professional advisers

• Government, regulatory or child safety authorities where required or authorised by law

• The NDIS Quality and Safeguards Commission where required

 

We may share information without consent if required by law, where there is a serious risk to safety, or where child safety or mandatory reporting obligations apply.

​

8. Website, Facebook and Instagram lead forms

If you submit an enquiry through our website, Facebook or Instagram, we collect the information you choose to provide so we can contact you and respond to your enquiry.​ This may include your name, phone number, email address, suburb, NDIS funding status, preferred session location, preferred callback time and information about the support you are looking for.

​​

Meta may also collect information according to its own privacy policies when you use Facebook or Instagram. Healing Nest Early Intervention only receives the information you choose to submit through the lead form.​ Our website may use cookies, analytics or advertising tools to understand website performance and improve our services.

​

9. Marketing communication

We may use your contact details to respond to your enquiry or provide information about our services.​ We will not send ongoing marketing messages unless permitted by law or you have consented. You can ask us to stop sending marketing or promotional communication at any time.

 

Even if you opt out of marketing, we may still contact you about your enquiry, appointments, invoices, service updates or other service-related matters.

​

10. Practice management, invoicing and payment systems

Healing Nest Early Intervention uses secure third-party systems to help manage enquiries, intake forms, consent forms, appointments, clinical notes, reports, invoices, payments and business administration. These systems may include practice management, accounting, website, email, form, advertising and payment platforms such as Halaxy, Xero, Wix, Meta, Google Workspace and other secure business tools used by the business.

 

Where payment details are provided, card or banking information may be processed and stored by secure third-party payment providers. Healing Nest Early Intervention does not sell payment information. Payment details are used only for authorised payments, invoices, account management and related administration. 

 

Access to these systems is limited to authorised people who need the information for service delivery, invoicing, payment processing or business administration.

​

11. Storage and security

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

 

Information may be stored in secure digital systems used for:

• Enquiries

• Intake and consent forms

• Session notes

• Reports

• Invoicing

• Communication

• Business administration

 

We may also store limited paper records where needed. Security steps may include password protection, restricted access, secure storage, secure business systems and limiting access to people who need the information for service delivery or administration.

​

11. Overseas storage and third-party systems

Some technology providers used by the business may store or process information in Australia or overseas. This may include systems used for website forms, Facebook or Instagram lead forms, email, practice management, invoicing, cloud storage or analytics. Where we use third-party systems, we take reasonable steps to choose systems that support secure handling of information.

​

12. Accessing or correcting your information

• You may request access to personal information we hold about you or your child

• You may also ask us to correct information if it is inaccurate, incomplete or out of date.

• To request access or correction, please contact us by email: admin@healingnest.com.au​

• We may need to verify your identity and authority before providing access to information about a child or family.

​

13. If you choose not to provide information

You may choose not to provide certain information. However, if important information is not provided, we may not be able to respond properly to your enquiry, determine service suitability, provide support safely, prepare documentation, or meet our legal and professional obligations.

​

14. Keeping information

• We keep records for as long as required for service delivery, legal, insurance, tax, NDIS and professional obligations.

• When information is no longer required, we take reasonable steps to securely delete, destroy or de-identify it.​

​

15. Feedback, complaints and privacy concerns

We welcome feedback and aim to respond to concerns fairly and respectfully. If you have a concern about how your personal information has been handled, please contact us first so we can review and respond.

 

Email: admin@healingnest.com.au

​

We aim to acknowledge privacy concerns or complaints within a reasonable timeframe and work with you to resolve the issue. If you are not satisfied with how your privacy concern has been handled, you may contact the Office of the Australian Information Commissioner.

 

If your concern relates to the quality or safety of NDIS supports, you may also contact the NDIS Quality and Safeguards Commission.

​NDIS Quality and Safeguards Commission: 1800 035 544
Website: ndiscommission.gov.au

​

16. Updates to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be available on our website.