Last updated: April 2026
Xcel Pty Ltd trading as Xcel Wellbeing (ABN 45 685 718 914) is committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the NDIS Act 2013.
Information We Collect
We may collect the following types of personal information:
- Full name, date of birth, and contact details (phone, email, address)
- NDIS participant number and plan details
- Health and medical information relevant to your support needs
- Disability-related information necessary for service delivery
- Emergency contact details and next of kin information
- Financial information required for billing and invoicing
- Records of services provided and progress notes
- Information provided by third parties such as support coordinators, health professionals, or family members with your consent
How We Use Your Information
We use your personal information to:
- Deliver NDIS-funded disability support services tailored to your needs
- Develop, review, and update your individual support plans
- Communicate with you about your services and appointments
- Process payments and manage billing through the NDIS portal
- Meet our legal and regulatory obligations as a registered NDIS provider
- Improve the quality and safety of our services
- Respond to complaints and feedback
NDIS Information Handling
As a registered NDIS provider, we are subject to additional obligations under the NDIS Act 2013 and the NDIS (Provider Registration and Practice Standards) Rules 2018. This includes:
- Maintaining accurate and up-to-date records of all supports delivered
- Storing participant records securely for a minimum of seven (7) years after the last service delivery
- Reporting to the NDIS Quality and Safeguards Commission as required, including reportable incidents
- Ensuring all staff are trained in privacy and confidentiality obligations
- Only collecting information that is reasonably necessary for service delivery
Disclosure of Information
We may disclose your personal information to:
- The National Disability Insurance Agency (NDIA) for claims and service verification
- The NDIS Quality and Safeguards Commission for compliance and incident reporting
- Other service providers involved in your care, with your consent
- Government agencies where required by law
- Our employees and contractors who need the information to deliver your supports
- Professional advisors (e.g., auditors, legal counsel) under strict confidentiality
We will never sell your personal information to third parties. We will not disclose your information overseas without your explicit consent unless required by law.
Data Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Our security measures include:
- Secure electronic storage with access controls and encryption
- Password-protected systems and devices
- Locked physical storage for paper-based records
- Regular staff training on privacy and data security
- Secure disposal of personal information when no longer required
Your Rights
Under the Australian Privacy Principles, you have the right to:
- Access your personal information held by us
- Request corrections to inaccurate or outdated information
- Know how your information is being used and disclosed
- Withdraw consent for the use of your information (where consent was the basis for collection)
- Make a complaint if you believe your privacy has been breached
To make an access or correction request, please allow up to 30 days for us to respond.
Contact Us
If you have questions about this Privacy Policy, wish to access or correct your information, or want to make a privacy complaint, please contact us:
If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC) at 1300 363 992 or visit www.oaic.gov.au.
