Last updated: 22 July 2026
Fresh Start Wellness is operated by Amanah Solutions Pty Ltd, ABN 67 627 797 586, referred to in this policy as "Fresh Start Wellness", "we", "us", or "our". We are a registered NDIS provider based in Point Cook, Victoria.
We respect the privacy of participants, families, carers, referrers, staff, website visitors, and other people who interact with us. We handle personal information in accordance with applicable Australian privacy, disability, health, and NDIS obligations, including the Privacy Act 1988 (Cth), the Australian Privacy Principles, the National Disability Insurance Scheme Act 2013 (Cth), and the NDIS Code of Conduct where they apply.
This policy explains how we collect, use, disclose, store, and protect information when you visit www.freshstartwellness.com.au, contact us, submit a referral, interact with our advertising or social media, or receive services from us.
1. Information we may collect
The information collected depends on the nature of your interaction with us and may include your name, phone number, email address, address, preferred contact method, and details of your relationship to a participant; information entered into our contact or referral forms, including participant details, date of birth, NDIS number if provided, plan-management information, services requested, goals, support needs, and referrer details; and, where reasonably necessary for service assessment or delivery, information about disability, health conditions, mental health, medications, behaviours of concern, communication, mobility, trauma-related needs, cultural background, risk, and support requirements.
Where services commence, we may create or hold assessments, support plans, therapy records, progress notes, reports, incident information, risk documentation, service agreements, rosters, invoices, and communications.
When you use our website, we may receive information such as IP address, browser, device type, operating system, referring page, pages viewed, time and date of access, and cookie or advertising identifiers. Our Cookie Policy explains this in more detail.
2. How information is collected
We may collect information directly from you by phone, email, forms, meetings, telehealth, or in-person interaction; from a participant's parent, guardian, nominee, family member, Support Coordinator, Plan Manager, hospital, school, clinician, or other authorised representative; from the NDIA, NDIS Quality and Safeguards Commission, plan managers, or other organisations where relevant and authorised; during service assessment and delivery; and automatically through essential website technologies and, where enabled, analytics or advertising tools.
When information is provided about another person, the person submitting it should have appropriate authority or consent.
3. Why we collect and use information
We may use personal information to respond to enquiries; review and process referrals; assess service suitability, capacity, risk, and support requirements; communicate with participants and authorised representatives; prepare service agreements and onboarding information; plan, deliver, coordinate, document, and review NDIS supports; prepare assessments, plans, reports, recommendations, and progress records; coordinate with authorised members of a participant's support network; process invoices, NDIS claims, and plan-manager payments; meet quality, safeguarding, incident, audit, insurance, employment, and legal obligations; manage complaints, feedback, and service improvement; operate, maintain, and secure our website and systems; and understand website performance and advertising effectiveness where analytics or advertising tools are enabled lawfully.
We do not use sensitive information for direct marketing.
4. When information may be shared
We may disclose information where reasonably necessary to a participant's authorised family members, guardians, nominees, carers, Support Coordinators, or representatives; the NDIA, NDIS Quality and Safeguards Commission, plan managers, government bodies, regulators, courts, or law-enforcement agencies where required or authorised; health, disability, education, or care professionals involved in the participant's support, with consent or other appropriate authority; technology and operational providers that assist with secure care management, forms, hosting, email, communications, scheduling, accounting, payments, document storage, or IT support; professional advisers such as lawyers, accountants, auditors, insurers, and consultants where reasonably necessary; and emergency or safeguarding services where disclosure is permitted or required to protect safety or comply with law.
We do not sell personal information. Service providers are expected to handle information only for authorised purposes and with appropriate privacy and security safeguards.
5. Overseas processing
Some technology, hosting, analytics, communications, or advertising providers may store or process information outside Australia. Where this occurs, we take reasonable steps appropriate to the circumstances to assess providers and protect information consistently with applicable Australian privacy obligations.
6. Analytics, advertising, and tracking technologies
Our website may use privacy-conscious analytics or advertising technologies, such as Google Analytics or the Meta Pixel, when these tools are enabled and legally appropriate. They may collect technical information about visits and interactions to help us understand website use and measure advertising.
We do not intentionally send participant names, NDIS numbers, health details, referral content, form messages, or other sensitive form information to advertising platforms.
Advertising and analytics providers handle information under their own policies. Optional tracking technologies should not be activated until the required consent and configuration are in place. You can learn more in our Cookie Policy.
7. Information security
We take reasonable administrative, technical, and physical steps to protect information from loss, misuse, interference, unauthorised access, alteration, or disclosure. Measures may include access controls, secure systems, staff confidentiality obligations, training, secure authentication, backups, monitoring, and controlled information sharing.
No internet transmission or storage method is completely secure. We cannot guarantee absolute security, but we review safeguards and respond to identified risks.
8. Retention and disposal
Information is retained only for as long as reasonably necessary for service delivery, participant safety, record keeping, legal obligations, NDIS requirements, dispute management, insurance, and legitimate business purposes. When information is no longer required, we take reasonable steps to securely destroy it or de-identify it, subject to applicable retention obligations.
9. Data breaches
If an eligible data breach is likely to result in serious harm, we will assess and respond in accordance with the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.
10. Access and correction
You may ask to access personal information we hold about you or request correction of information that is inaccurate, incomplete, out of date, irrelevant, or misleading. We may need to verify your identity and may charge a reasonable fee where permitted for providing access, but not for making the request.
In limited circumstances, access may be refused where permitted by law. If this occurs, we will explain the reason and available complaint options where required.
11. Children and young people
Where services involve a child or young person, we collect and handle information with additional care. Information is generally obtained with the involvement and consent of a parent, guardian, nominee, or other authorised person, while also considering the young person's capacity, views, privacy, and best interests.
12. Website forms
Our general contact form is intended for basic enquiries and should not be used to send detailed health records or unnecessary sensitive information. Our referral form collects information needed to assess and respond to a service request.
Website forms use security measures intended to reduce spam and misuse. Information submitted through a form is used for the purpose described in the form notice and this policy.
13. Complaints about privacy
To raise a concern about privacy, contact us using the details below. We will acknowledge the concern, review the circumstances, and respond within a reasonable period.
You may also contact the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992, or the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or 1800 035 544.
14. Updates to this policy
We may update this policy when our services, technology, practices, or legal obligations change. The latest version will be published on this page with a revised update date.
15. Contact us
Fresh Start Wellness, operated by Amanah Solutions Pty Ltd, ABN 67 627 797 586, Point Cook, Melbourne VIC 3030, Australia. Email: hello@freshstartwellness.com.au. Phone: +61 488 016 006.