Last updated: 3 October 2026

Lanara Pty Ltd (ABN 32 686 257 063) (“Lanara”, “we”, “us” or “our”) is committed to protecting the privacy of your personal information. This policy explains how we collect, use, disclose and manage personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth) and the NDIS Code of Conduct.

This policy applies to all personal information we collect, whether through our website (lanara.com.au), in person, over the phone or in any other way.

1. What is personal information?

Personal information is information or an opinion about an identified person, or a person who is reasonably identifiable. It can include your name, address, date of birth, contact details and other information relevant to the services we provide.

Sensitive information is a type of personal information that the law protects more strongly. It includes information about your health, disability, racial or ethnic origin, political opinions, religious beliefs, sexual orientation or criminal record.

2. What personal information do we collect and hold?

We collect the personal information we need to provide our services. This may include:

  • Contact details, such as your name, address, email address and phone number.
  • Personal details, such as your date of birth, gender and NDIS participant number.
  • Sensitive information, such as information about your health, disability and support needs. We only collect sensitive information with your consent, or where the law otherwise allows it.
  • Information about your family and support network, such as the names and contact details of family members, carers and other support providers.
  • Financial information, such as bank account details for billing.
  • Website information, such as your IP address, browser type, device and the pages you visit (see section 7).

You can ask us general questions without giving your name. To provide support, we need to know who you are.

3. How do we collect personal information?

Where we reasonably can, we collect personal information directly from you. We may collect it:

  • when you fill out a referral form or other form
  • when you contact us by phone, email or in person
  • when you use our website
  • from your authorised representatives, such as family members, carers or support coordinators
  • from third parties, such as your doctor or other health professionals, with your consent.

4. Why do we collect, hold, use and disclose personal information?

We use personal information to:

  • check whether our services suit you
  • develop and carry out your support plan
  • provide our services
  • communicate with you and your authorised representatives
  • meet our legal and regulatory obligations, including under the NDIS
  • manage billing and administration
  • improve our services.

We will not use or disclose your personal information for any other purpose without your consent, unless the law requires or allows it.

5. Who do we disclose personal information to?

We may disclose your personal information to:

  • our employees and contractors who provide your services
  • your authorised representatives, such as family members, carers or support coordinators
  • service providers who help us run our business, such as IT providers and payment processors
  • government agencies, such as the National Disability Insurance Agency (NDIA) and the NDIS Quality and Safeguards Commission
  • your doctor or other health professionals, with your consent
  • anyone else you authorise us to share it with.

We do not disclose your personal information to people or organisations overseas without your consent. Some of the technology services we use, such as Google Analytics on our website, may store data on servers outside Australia.

6. How do we hold and protect personal information?

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, change or disclosure. We hold information in electronic and paper form, and our security measures include:

  • secure storage of paper records
  • password protection for electronic records
  • staff training on privacy and data security.

When we no longer need personal information, and the law no longer requires us to keep it, we destroy it or remove anything that identifies you.

If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

7. Our website, cookies and analytics

Our website uses Google Analytics to understand how people use it, such as which pages are visited and how people found us. Google Analytics uses cookies and collects information such as your IP address, browser and device type. We use this information in summary form to improve the website, not to identify you.

You can block or delete cookies in your browser settings, or install the Google Analytics opt-out browser add-on. The website will still work.

When you send us a referral or message through a form on our website, the details you enter are sent to our team by email so we can reply. Our contact page shows an embedded Google Map, which Google may use to set its own cookies.

8. Automated decisions

We do not use computer programs to make decisions about you, such as whether we can support you or who your support worker is. These decisions are made by people in our team.

9. How can you access and correct your personal information?

You can ask to see the personal information we hold about you. You can also ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details below. We will respond within a reasonable time.

10. How can you make a complaint?

If you have a complaint about how we have handled your personal information, please contact us using the details below. We will look into your complaint and respond in a timely way.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au.

11. Contact us

If you have questions about this policy or how we handle personal information, please contact us:

We may update this policy from time to time. The latest version is always on this page.