These policies explain how LAAS protects your personal information and how you can give feedback or make a complaint. Open a section to read the policy online, or download the full PDF.
Version 3.5 | Approved 18 September 2024 | Next review 18 September 2026
This section explains how we handle personal information through our website. Our full organisational policy is available as a PDF.
Download the LAAS Privacy and Information Sharing Policy (PDF, 136 KB)Lifestyle Assistance & Accommodation Service Inc, trading as LAAS (ABN 89 938 070 173) (we, us or our), is committed to managing personal information lawfully, fairly and transparently. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a registered NDIS provider, we also comply with the NDIS Practice Standards and other privacy and sector-specific requirements that apply to our activities.
This Privacy Policy describes the kinds of personal information we collect and hold, how we collect and hold that information, the purposes for which we collect, hold, use and disclose it, how you may access or correct personal information, how privacy complaints may be made and handled, and whether personal information is likely to be disclosed to overseas recipients.
Your use of the Website does not, by itself, amount to consent to every handling practice described in this Policy. Where consent is required by law, we will seek consent separately. This Policy should be read with any collection notice, service agreement or terms provided at the relevant time.
The personal information we collect depends on how you interact with us. It may include:
We may also automatically collect technical and usage information, including:
Information you send us through our forms, or that we collect when providing supports, may include health or disability information about you or the person you support. We will only collect sensitive information, including health and disability information, where the collection is reasonably necessary for one or more of our functions or activities and you have consented, or where collection is otherwise required or authorised by law. Please only include the information we need to respond to your enquiry.
We will not adopt a government-related identifier as our own identifier, or use or disclose a government-related identifier, except where permitted by law. Examples include NDIS numbers, Medicare numbers, tax file numbers and driver licence numbers.
We may collect personal information when you:
We may collect information directly from you, automatically through cookies, analytics, server logs and security systems, or from third parties, such as a family member, guardian, support coordinator or plan manager, where it is unreasonable or impracticable to collect it directly from you, or where collection from a third party is otherwise permitted by law.
At or before collection, or as soon as practicable afterwards, we will take reasonable steps to notify you of the matters required by applicable law. A collection notice displayed on a form or at another collection point may provide more specific information and should be read with this Privacy Policy.
If we receive personal information that we did not solicit, we will determine within a reasonable period whether we could have collected it under applicable law. If we could not have collected it and it is not contained in a Commonwealth record, we will destroy or de-identify it as soon as practicable where lawful and reasonable to do so.
Where practical, you may interact with us anonymously or using a pseudonym, for example when making a general enquiry or giving feedback. We may require identification where it is impracticable to deal with you anonymously, where identification is required or authorised by law, or where it is needed to provide supports, respond to a booking request or assess a job application.
We may collect, hold, use and disclose personal information to:
We may disclose personal information where reasonably necessary for the purposes described in this Policy, including to:
We will not use or disclose personal information for a secondary purpose unless the use or disclosure is permitted by law, including where consent has been obtained or an applicable exception applies. We do not sell personal information.
We use third-party service providers located in Australia and overseas to run our Website. These include WP Engine (website hosting), SMTP2GO (delivery of form emails), Wordfence (website security), Google (reCAPTCHA spam protection, Google Analytics and Google Maps) and Meta (the Facebook feed on our Website).
Personal information may therefore be stored, accessed or processed outside Australia, including in the United States and other countries where these providers operate.
Before disclosing personal information to an overseas recipient, we will take such steps as are reasonable in the circumstances to require the recipient to handle the information consistently with the APPs, unless an exception under the Privacy Act applies. Where applicable, we may remain accountable under the Privacy Act for acts or practices of the overseas recipient.
Our Website uses cookies and similar technologies to:
You can control cookies through browser settings, although disabling some cookies may affect functionality.
We use Google Analytics, through Google Site Kit, to understand how visitors use our Website. Google may collect information about Website activity and use cookies or similar technologies under its own privacy policy. We do not use advertising pixels or advertising personalisation on our Website.
If you upload a CV or other file, avoid embedded metadata you do not wish to disclose, including location data in photographs.
Do not upload personal, confidential, sensitive or third-party information unless you have authority to do so and the upload is appropriate.
Our Website includes embedded content from third parties, including a Google Maps map on our Contact page and a Facebook feed. Embedded content may behave as if you visited the third-party website directly. The provider may collect information, use cookies, add tracking and monitor interactions, including where you are logged in to that provider. Review the provider’s privacy policy.
Information submitted through our forms and other Website interactions may be processed by automated systems for spam detection, malware protection, fraud prevention, abuse prevention and security monitoring. We use Google reCAPTCHA and a honeypot spam filter (WP Armour) on our forms, and Wordfence to protect the Website.
We will take reasonable steps to make sure that personal information we collect is accurate, up to date and complete, and that personal information we use or disclose is accurate, up to date, complete and relevant, having regard to the purpose of the use or disclosure.
We may photograph, film or record activities or services for promotional, educational, historical or communication purposes. We will obtain consent before using identifiable images of participants. You may contact us about identifiable content. Removal may not always be possible where content has already been lawfully published, distributed or retained.
We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Measures may include secure hosting, access controls, authentication, encryption where appropriate, backups, monitoring, patching, malware protection and staff or contractor controls.
No method of electronic transmission or storage is completely secure. We cannot guarantee absolute security, but we will respond to identified risks and incidents under applicable obligations.
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including service delivery, records we must keep as an NDIS provider, recruitment, legal obligations, disputes and security.
Retention periods vary by information type, operational need and legal requirement. When information is no longer required, we will take reasonable steps to destroy or de-identify it unless retention is required or authorised by law.
You may request access to personal information we hold about you and correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading. We will respond within the periods and in the manner required by APP 12 and APP 13.
Requests are subject to applicable law. We may refuse or limit a request where a lawful ground permits us to do so, and may retain information for legal, accounting, administrative, dispute-resolution or security purposes. We may require reasonable proof of identity. If we refuse access or correction, we will provide written notice and reasons where required by law, together with available complaint mechanisms.
We may use or disclose personal information for direct marketing only where permitted by applicable law. Commercial electronic messages will be sent in accordance with the Spam Act 2003 (Cth), including applicable consent, sender-identification and unsubscribe requirements.
You may ask us to stop sending direct marketing communications by using the unsubscribe facility in the message or contacting us. We will action an opt-out request within the period required by law. We may continue to send service, safety or legal notices that are not direct marketing.
If we have reasonable grounds to suspect that an eligible data breach may have occurred, we will carry out the assessment required by applicable law. If we have reasonable grounds to believe that an eligible data breach has occurred, we will prepare any required statement and notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme, subject to any lawful exception.
If you believe we have not handled your personal information appropriately, contact us using the details below. Complaints should be made in writing where possible and include enough information for investigation.
We will acknowledge the complaint, investigate it fairly and provide a written response within a reasonable period. We aim to provide a substantive response within 30 days where reasonably practicable. If additional time is required, we will advise you of the reason and the expected response date.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au. If your complaint is about NDIS supports or services, you may also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.
We may update this Privacy Policy to reflect changes to our practices, Website, services or legal obligations. The updated version will be published on our Website, with its version and approval date shown at the top of this section. Review this Policy periodically.
Lifestyle Assistance & Accommodation Service Inc
Trading as: LAAS
ABN: 89 938 070 173
Privacy Officer
Address: 12 Edward Street, Loxton SA 5333
Postal: PO Box 1019, Loxton SA 5333
Phone: 08 7547 9111
Email: use our contact form
Website: laas.com.au
Version 3.6 | Approved 18 September 2024 | Next review 18 September 2026
Lifestyle Assistance and Accommodation Service Inc (LAAS) is committed to ensuring that any person or organisation using its services or affected by its operations has the right to provide feedback, make complaints about care and services, or appeal a decision made by the organisation.
LAAS ensures that its service users and others can provide feedback and make complaints without reprisal, and promises to manage all complaints transparently. In this way, all concerns that are raised will be addressed in ways that ensure access and equity, fairness, accountability and continuous improvement.
LAAS will maintain a complaints and appeals management system that:
Complaint: an expression of dissatisfaction made to or about an organisation regarding its staff, services or products that warrants response or resolution.
Complainant: an employee, client, advocate, entity or member of the public who expresses their dissatisfaction about an organisation to either the organisation itself or an external body.
Escalation: the process of reporting complaints to the NDIS Quality and Safeguards Commission if the complainant is not satisfied with the outcome of their complaint.
LAAS will:
Any client, family member, partner, independent advocate, stakeholder, employee or member of the public may provide feedback or make a complaint about services provided by LAAS. You can:
If you are not satisfied with the outcome of your complaint, or prefer not to raise it with us, you can contact the NDIS Quality and Safeguards Commission:
All information provided in feedback or a complaint is treated as confidential, is protected under the LAAS confidentiality policy, and is only disclosed when required by law.
All LAAS employees are required to understand and comply with this policy and the accompanying Feedback and Complaints Management Procedure. Training is provided as part of employee onboarding so employees understand their role and responsibilities in handling feedback and complaints.
The Feedback and Complaints Management system is reviewed annually by the management team to ensure it complies with legislative requirements and meets the needs of the organisation. The review includes this policy, the Feedback and Complaints Management Procedure, the feedback form, the feedback and complaints register, and accessibility.
Clients are consulted as part of this review to identify any barriers to accessibility, and the continuous improvement process is used to remove them.
Policy: Q269 Feedback and Complaints Management Policy, approved by the Board
Applies to: all employees, clients and Board members
Related standards and policies: NDIS Practice Standards and Quality Indicators; Client Feedback Policy; Client Rights and Service Charter Policy; Providing Client Advocacy and Support Policy; Feedback and Complaints Management Procedure
Published: 12 November 2026
This website is operated by Lifestyle Assistance & Accommodation Service Inc, trading as LAAS (ABN 89 938 070 173) (we, us or our). These Website Terms and Conditions (Terms) govern access to and use of this site (Website).
By accessing or using the Website, or submitting a form on it, you agree to these Terms. If you do not agree, you must not use the Website.
Additional terms may apply to particular services, programs or bookings. If additional terms conflict with these Terms, the additional terms apply to the extent of the inconsistency, subject to applicable law.
Anyone may browse the Website and use its information. If you use the Website on behalf of an organisation, you warrant that you have authority to bind that organisation.
We may amend these Terms prospectively by publishing an updated version with a new published date. Changes do not retrospectively alter any arrangement already in place unless required by law or agreed by the parties.
We take reasonable care when preparing Website content, but content may contain errors, omissions or outdated information. General Website content is not tailored advice. You should make your own enquiries and obtain professional advice where appropriate. Nothing in this clause excludes liability for misleading or deceptive conduct or any other liability that cannot lawfully be excluded.
The Website is not a crisis or emergency service and does not replace professional, medical or clinical advice. In an emergency, call 000. For 24-hour crisis support, call Lifeline on 13 11 14.
Unless stated otherwise, the Website and its content, including text, graphics, logos, branding, images, video, documents, software, code and design, are owned by or licensed to us and are protected by intellectual property law.
We grant you a limited, non-exclusive, non-transferable and revocable licence to access and use the Website for personal use or legitimate internal business purposes. You must not reproduce, adapt, distribute, republish, commercialise, reverse engineer or remove rights notices from Website content without prior written permission, except as permitted by law.
You must not:
We may take reasonable protective action, including restricting access, removing content and reporting suspected unlawful activity, subject to applicable law.
The Website may link to or integrate third-party websites and services, including maps, social media feeds and government websites such as the NDIS. Third parties operate under their own terms and policies. A link or integration does not of itself constitute endorsement. We are not responsible for a third party’s acts or omissions except to the extent we cannot lawfully exclude responsibility.
We may maintain, modify, suspend or discontinue Website functionality. We do not promise uninterrupted or error-free access.
Our Privacy Policy explains how we handle personal information. It forms a separate policy and does not reduce any obligation imposed by privacy law.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy, condition or warranty conferred by the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (ACL), or any other law that cannot lawfully be excluded, restricted or modified.
A Website enquiry, application or booking request, including a Sensory Room booking request, is not an accepted service engagement. Disability supports are provided under a separate service agreement, and NDIS-funded supports are also governed by your NDIS plan and the NDIS rules.
To the maximum extent permitted by law, we exclude liability arising solely from general Website use for indirect or consequential loss that was not reasonably foreseeable, and for loss caused by matters outside our reasonable control. This exclusion does not apply to liability that cannot lawfully be excluded or limited, including liability arising under non-excludable consumer guarantees.
To the extent permitted by law, you indemnify us against loss reasonably incurred because of your unlawful use of the Website, material breach of these Terms or infringement of third-party rights. The indemnity is reduced to the extent that our act or omission, or that of another person, caused or contributed to the loss. It does not apply to the extent it would be unfair, unlawful or exclude a non-excludable right.
We may suspend or terminate access where reasonably necessary because of a material breach, unlawful conduct, fraud, security risk or misuse. Clauses intended to survive termination, including intellectual property, liability provisions and dispute terms, continue to apply.
Contact us first using the details below and provide enough information for us to review the issue. We will act reasonably and attempt to resolve the matter. Nothing in this clause prevents either party from exercising a statutory right, contacting a regulator or consumer protection agency, or seeking urgent or other lawful relief.
If any provision is invalid, illegal or unenforceable, it will be read down to the minimum extent necessary or severed, without affecting the remaining provisions. A failure to enforce a right is not a waiver. We may assign these Terms as part of a genuine restructure or transfer where lawful and where the assignment does not materially reduce a consumer’s rights. You may not assign your rights or obligations without consent where the nature of the arrangement reasonably requires our consent.
These Terms are governed by the laws of South Australia and Australia. The courts of South Australia and courts entitled to hear appeals from them have non-exclusive jurisdiction. This clause does not prevent a consumer from relying on a right to bring proceedings in another jurisdiction where applicable law permits.
Lifestyle Assistance & Accommodation Service Inc
Trading as: LAAS
ABN: 89 938 070 173
Address: 12 Edward Street, Loxton SA 5333
Postal: PO Box 1019, Loxton SA 5333
Phone: 08 7547 9111
Email: use our contact form
Website: laas.com.au
