Privacy Policy

Effective date: October 2026

Ocean & Trail Escapes (ABN 38 698 336 631) respects the privacy and dignity of participants, families, representatives, workers and other people who interact with us.

This Privacy Policy explains how we collect, use, store and disclose personal information in connection with our website and services. We aim to handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable NDIS requirements.

1. Scope
This policy applies to personal information collected through our website, enquiries, referrals, service delivery, events, communications and other interactions with Ocean & Trail Escapes.

2. Information we may collect
The information we collect depends on how you interact with us and what is reasonably necessary to provide or manage our services.

We may collect:
 

• Names, contact details and preferred communication methods

• Participant, nominee, guardian and emergency contact details

• NDIS number, plan management details and service information

• Goals, interests, communication preferences and accessibility requirements

• Health, disability, medication, behaviour, support plan and risk information where relevant

• Billing, invoice and payment information

• Feedback, complaints, incident information and correspondence

• Photographs, video or testimonials where appropriate consent has been provided

• Website enquiry information and technical data such as device, browser, IP address and cookie information

3. Sensitive information
Some information we handle may be sensitive, including health and disability information.

We collect sensitive information with consent where reasonably necessary for our services, or where collection is otherwise permitted or required by law.

4. How we collect information
We may collect information directly from you by telephone, email, website forms, meetings, service agreements, assessments, event registrations and during support delivery.

With appropriate consent or legal authority, we may also receive information from a participant’s nominee, guardian, family member, support coordinator, plan manager, allied health professional, government agency or another service provider.

5. Why we collect and use information
We may collect and use personal information to:
 

• Respond to enquiries and assess whether our services may be suitable

• Plan, provide, review and improve supports

• Communicate with participants and authorised representatives

• Manage bookings, events, transport, billing and administration

• Support participant health, safety, choice and continuity of service

• Meet record-keeping, reporting, safeguarding, insurance and legal obligations

• Handle feedback, complaints, incidents and emergencies

• Maintain and improve our website and business operations

• Send updates or marketing communications where consent has been provided and provide a way to opt out
   

6. When we may disclose information
We do not sell personal information.

We may disclose personal information when reasonably necessary for the purposes described in this policy, with consent, or where authorised or required by law.

This may include disclosure to:
 

• Workers and contractors who need information to perform their roles

• Authorised nominees, guardians, family members or representatives

• Support coordinators, plan managers and allied health professionals

• Professional advisers, insurers, auditors and technology or administration providers

• Government, regulatory, safeguarding, law enforcement or emergency bodies where required or authorised

• Other parties involved in responding to a serious threat, incident or emergency where permitted by law

7. Website services, cookies and third parties
Our website may use cookies and third-party services to support functions such as website hosting, enquiry forms, analytics, email communications, maps, event information and embedded content.

These services may collect or process technical information or information you choose to submit through the website.
Some third-party service providers may store or process information outside Australia. Where applicable, their handling of information is also subject to their own privacy policies and practices.

Our website may also contain links to external websites. Ocean & Trail Escapes is not responsible for the privacy practices of those websites.

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

Measures may include access controls, secure accounts, staff confidentiality requirements, device security, backups and appropriate physical storage.

No internet transmission or storage method is completely secure. If we become aware of a suspected data breach, we will assess and respond to it in accordance with our procedures and applicable law.

9. Retention and disposal
We retain personal information for as long as reasonably necessary for service delivery, business, insurance and legal purposes.
When information is no longer required, we take reasonable steps to securely destroy it or de-identify it, subject to any applicable record-retention obligations.

10. Access and correction
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. In some circumstances, access may be limited by law. If this applies, we will explain the reason where appropriate.

11. Consent and communication preferences
You may ask to update or withdraw consent, subject to legal and service-delivery requirements. Withdrawing consent may affect our ability to provide a particular support.

You can opt out of promotional communications at any time by using the unsubscribe option provided or by contacting us.

12. Photographs and media
We will seek appropriate consent before using identifiable photographs, video, testimonials or stories for promotional purposes.

Consent for service delivery does not automatically mean consent for marketing. You may ask us to review or withdraw future promotional use, subject to practical and legal limitations.

13. Privacy concerns and complaints
If you have a question or concern about how we handle your personal information, please contact us first so we can try to resolve it.

We will acknowledge and respond to privacy concerns within a reasonable timeframe.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner or another relevant regulator, including the NDIS Quality and Safeguards Commission.

14. Contact us
Ocean & Trail Escapes
ABN 38 698 336 631
Email: info@oceanandtrailescapes.com.au
Phone: 0403 425 037

15. Changes to this policy
We may update this Privacy Policy when our practices, services, systems or legal obligations change.

The current version will be published on our website with its effective date.