Privacy & Confidentiality Policy

Serenity Mode Pty Ltd

At Serenity Mode, we are committed to protecting the privacy, dignity, confidentiality, and security of the personal information entrusted to us.

As a provider of disability support and related services, we understand the importance of handling personal, sensitive, and health-related information responsibly and respectfully.

This Privacy & Confidentiality Policy explains how we collect, use, store, and protect information in accordance with:

  • The Privacy Act 1988 (Cth)
  • Australian Privacy Principles (APPs)
  • NDIS Practice Standards
  • Relevant safeguarding and duty-of-care obligations

Information We Collect

To provide safe and effective support services, Serenity Mode may collect information including:

Personal Information

  • Name
  • Address
  • Phone number
  • Email address
  • Emergency contact details
  • Guardian or nominee information

Sensitive & Health Information

  • Disability and support information
  • NDIS participant records
  • Medical or medication information
  • Behavioural support information
  • Mental health information
  • Support plans and care notes
  • Incident and safeguarding records

Operational Information

  • Communication records
  • Rostering and scheduling information
  • Service delivery documentation
  • Feedback and complaints information

How We Collect Information

  • Participant onboarding and intake forms
  • Service agreements and support plans
  • Direct communication with participants, families, guardians, or representatives
  • Staff interactions and support delivery
  • Website contact forms and enquiries
  • Approved operational systems and technologies

Where required, we obtain consent before collecting sensitive or health-related information.

How We Use Information

We use information to:

  • Deliver disability and support services
  • Coordinate participant care and support
  • Communicate with participants and representatives
  • Meet legal, regulatory, and NDIS obligations
  • Maintain records and service quality
  • Improve operational processes and participant outcomes
  • Protect participant safety and wellbeing

Use of Artificial Intelligence (AI) & Technology

Serenity Mode may use approved technology systems, including Artificial Intelligence (AI)-assisted tools, to support operational efficiency and administrative processes.

These technologies may assist with:

  • Administrative tasks
  • Meeting transcription and summarisation
  • Drafting internal communications
  • Workflow automation
  • Scheduling and coordination

Where AI-assisted technologies are used:

  • Human oversight is maintained
  • Participant safety and privacy remain the priority
  • Appropriate safeguards and security controls are applied
  • Sensitive or identifiable participant information is not entered into unapproved public AI systems

AI systems are not used to replace professional judgement, care decisions, or safeguarding responsibilities.

Disclosure of Information

We will only disclose personal information:

  • With consent
  • Where required or authorised by law
  • To approved healthcare or allied health professionals
  • To NDIS-related stakeholders where appropriate
  • Where necessary to prevent a serious threat to health or safety

We do not sell personal information to third parties.

Data Security & Protection

Serenity Mode takes reasonable steps to protect information from:

  • Misuse
  • Loss
  • Unauthorised access
  • Unauthorised disclosure
  • Interference or modification

Security measures may include:

  • Secure cloud-based systems
  • Access controls and permissions
  • Encrypted systems and devices
  • Multi-factor authentication (MFA)
  • Secure backups and monitoring controls

Your Rights

You may request:

  • Access to your personal information
  • Correction of inaccurate information
  • Clarification regarding how your information is handled

We will take reasonable steps to ensure personal information is accurate, current, and securely managed.

Privacy Concerns & Complaints

If you have questions, concerns, or complaints regarding privacy or confidentiality, please contact us:

Serenity Mode Pty Ltd
Suite 5, 999 Nepean Highway
Moorabbin VIC 3189
Email: admin@serenitymode.com
Phone: 03 8518 5427

We take privacy concerns seriously and will work to address issues promptly and respectfully.

Website Analytics & Cookies

Our website may use cookies and analytics tools to:

  • Improve website functionality
  • Analyse website traffic and usage patterns
  • Enhance user experience

Users may manage cookie settings through their browser preferences.

Policy Updates

This Privacy & Confidentiality Policy may be updated from time to time to reflect:

  • Operational changes
  • Regulatory updates
  • Technology or AI-related developments
  • Improvements to our privacy and safeguarding practices.

Updated versions will be published on our website.