Privacy Policy

Last updated: 5 June 2026

1. About this policy

Your privacy matters.

This Privacy Policy explains how Access Living Australia Pty Ltd trading as Homeward (Homeward, we, us or our) collects, uses, stores and shares personal information.

Homeward provides Specialist Disability Accommodation and related property services. We are a registered NDIS provider. We understand that people may share personal information with us while exploring housing options, making an enquiry, submitting a referral, applying for a role or providing feedback.

Some of this information may be sensitive. We handle it with care and only collect what we reasonably need.

This policy applies to information collected through our website, by phone, by email, through our forms and documents, and during our conversations with residents, prospective residents, families, representatives, support coordinators, service providers and other people who engage with us.

2. Who we are

Access Living Australia Pty Ltd trading as Homeward
ABN: 44 631 831 564
Postal address: PO Box 263, Stirling SA 5152
Email: info@accesslivingaustralia.com.au
Phone: 0427 080 224

3. The information we may collect

The information we collect depends on how you engage with us.

General enquiries and website use

We may collect:

  • your name

  • your phone number and email address

  • your preferred method of contact

  • the reason for your enquiry

  • information you choose to include in a message

  • information about how you use our website, such as pages viewed, device information, browser information and IP address.

Property enquiries, expressions of interest and referrals

If you ask us to explore whether one of our homes may be suitable, we may collect:

  • your name and contact details

  • the name and contact details of a family member, guardian, nominee, support coordinator or other representative

  • your current housing situation

  • your preferred location and housing requirements

  • information about your NDIS plan, SDA eligibility or SDA funding category

  • information about accessibility requirements, support needs and household preferences

  • documents you provide or authorise someone else to provide.

We will usually begin with the practical basics. If more detailed information is needed, we will speak with you first.

Sensitive information

In some circumstances, we may need to collect sensitive information, including information about a person’s disability, health, support requirements or behaviour-support needs.

We will only collect sensitive information where it is reasonably necessary for our work and where we have the person’s consent, or where another legal basis applies.

Please do not upload medical reports, NDIS plans or other sensitive documents through a general enquiry form unless we have asked you to do so.

Complaints and feedback

If you provide a complaint, compliment or suggestion, we may collect:

  • your name and contact details

  • details about the issue or feedback

  • the names of other people involved

  • information required to understand, investigate and respond appropriately.

You can provide feedback anonymously where it is practical to do so.

Recruitment

If you apply for a role with Homeward, we may collect:

  • your contact details

  • your resume and employment history

  • qualifications, licences and referee details

  • information relevant to recruitment, screening and onboarding

  • information required to meet our legal and regulatory obligations.

4. How we collect information

We may collect personal information:

  • directly from you

  • from a family member, guardian, nominee or authorised representative

  • from a support coordinator, allied health professional, SIL provider, hospital, rehabilitation provider or other referrer

  • from forms submitted through our website

  • from documents you provide or authorise another person to provide

  • during phone calls, meetings, property visits and email conversations

  • through website analytics, cookies and similar technology

  • from publicly available sources where appropriate and lawful.

Where someone provides information about another person, we expect them to have the authority to do so.

Where practical, we will explain why we need the information and how it will be used at or before the time it is collected.

5. Why we collect and use information

We may collect, hold, use and disclose personal information to:

  • respond to enquiries

  • discuss available homes and upcoming properties

  • understand whether a home may be suitable

  • manage expressions of interest and referrals

  • arrange conversations, inspections and property visits

  • support suitability assessments and resident-matching processes

  • communicate with authorised family members, guardians, nominees, support coordinators, SIL providers and care teams

  • manage tenancies and provide SDA-related property services

  • coordinate with external advisers where additional specialist input is requested or authorised

  • respond to complaints and feedback

  • recruit and manage staff and contractors

  • improve our website, communications and services

  • manage risk, safety and security

  • meet our legal, regulatory and reporting obligations.

We will not use personal information for an unrelated purpose unless we have consent or the use is otherwise authorised or required by law.

6. When we may share information

We may share personal information where it is reasonably necessary for our work, where you have authorised us to do so, or where the law permits or requires it.

This may include sharing relevant information with:

  • authorised family members, guardians, nominees and representatives

  • support coordinators and allied health professionals

  • SIL providers and relevant support teams

  • property managers and contractors

  • specialist advisers and consultants involved in SDA eligibility, plan reviews or suitability assessments

  • professional advisers, including lawyers, accountants and insurers

  • technology, cloud-storage and software providers

  • government bodies, regulators, emergency services or law-enforcement agencies where required or permitted by law.

We do not sell personal information.

We take particular care when sharing health, disability and support-related information. We only share what is relevant and appropriate in the circumstances.

7. Our website, cookies and analytics

Our website may use cookies and similar technologies to help the site work properly and understand how people use it.

These tools may collect information such as:

  • browser and device information

  • IP address

  • pages visited

  • referring websites

  • time spent on a page

  • interactions with website content.

We may use website analytics and digital advertising tools, including Google Analytics, Meta Pixel and Google advertising tools.

Some third-party tools may use cookies or similar technology to collect information about website activity. Where appropriate, you can manage your preferences through our website cookie settings or your browser settings.

We configure our website to limit the personal information collected by tracking technologies. We do not intentionally send sensitive information submitted through our forms to advertising or analytics platforms.

8. Email updates and marketing

You may choose to receive news, property updates or other information from us.

We will only send marketing communications where we have an appropriate basis to do so. You can unsubscribe at any time by using the unsubscribe link in an email or by contacting us.

Submitting a general enquiry does not automatically add you to our marketing list.

9. How we store and protect information

We may store personal information electronically or in hard-copy records.

We use systems and service providers that may include:

  • Squarespace

  • Microsoft 365

  • ClickUp

  • Console

  • cloud-storage providers

  • email-marketing platforms

  • website analytics and digital advertising providers.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Access to personal information is limited to people who need it for their work. We also review whether information still needs to be retained and securely delete or de-identify information where appropriate.

No method of storage or transmission is completely risk-free. If a data breach occurs, we will assess the situation and take the steps required under applicable privacy laws.

10. Overseas data handling

Some of the technology and service providers we use may store, process or access personal information outside Australia.

Depending on the services we use and how they are configured, personal information may be disclosed to recipients located in the United States, Ireland, Singapore and other countries in which our service providers or their subprocessors operate.

Some of our systems store certain information in Australia. However, support, technical, analytics, communications or subprocessor activities may still involve overseas access or handling.

Where personal information is disclosed overseas, we take reasonable steps to ensure that it is handled appropriately and in accordance with applicable privacy requirements.

We review our service-provider arrangements from time to time. A current summary of our main service providers and likely overseas locations is available by contacting us.

11. Accessing or correcting your information

You can ask us to:

  • provide access to personal information we hold about you

  • correct personal information that is inaccurate, incomplete, out of date, irrelevant or misleading.

Please contact us using the details below.

We may need to confirm your identity before responding. In some circumstances, the law may allow or require us to refuse access. If that happens, we will explain the reason where we are able to do so.

12. Privacy complaints

If you have a concern about how we have handled your personal information, please contact us.

We will treat your concern seriously and aim to respond within 30 days. We may contact you for further information if needed.

If you are not satisfied with our response, or if we have not responded within 30 days, you may contact the Office of the Australian Information Commissioner.

For complaints relating to health information handled in Victoria, you may also be able to contact the Victorian Health Complaints Commissioner.

13. External websites

Our website may include links to websites operated by third parties.

We are not responsible for the privacy practices or content of those websites. It is worth checking the privacy policy of any external website before providing personal information.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, systems or legal obligations.

The latest version will be published on our website with the date it was last updated.

15. Contact us

For privacy enquiries, requests for access or correction, or privacy complaints, please contact:

Privacy Officer
Homeward
Access Living Australia Pty Ltd
Email: info@accesslivingaustralia.com.au
Phone: 0427 080 224
Post: PO Box 263, Stirling SA 5152