Your information

Privacy Policy

How Key to Independence collects, uses and protects your personal information.

Who we are

Key to Independence provides disability support services and mobility equipment in Ballarat and surrounding areas of Victoria, Australia. This policy explains how we handle personal information, in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

What we collect

  • Contact details you give us — your name, email address and phone number when you make an enquiry.
  • Enquiry details — the service or equipment you are asking about and anything you choose to tell us about your needs.
  • Funding information — whether your supports are plan managed, self managed or NDIA managed, where you tell us.
  • Website analytics — information about how this site is used, collected through Google Analytics. See Cookies and website analytics below.

We only ask for what we need to answer your enquiry and provide the support or equipment you have asked about.

Health and sensitive information

Some information about disability or health needs is sensitive information under the Privacy Act. We only collect it where you choose to provide it, where it is reasonably necessary to supply a support or fit equipment correctly, and with your consent. You are never obliged to tell us more than you are comfortable sharing.

How we use it

We use your information to respond to your enquiry, arrange equipment trials, supply and fit equipment, deliver agreed supports, raise invoices, and meet our record-keeping obligations as an NDIS provider. We do not sell your information, and we do not use it for marketing without your consent.

Who we share it with

We may share limited information with your plan manager or the NDIA for invoicing where you have asked us to, with equipment manufacturers or suppliers where needed to fulfil an order, warranty or repair, and with service providers who help us run our business. We require them to protect your information.

We use Google Analytics on this website, so information about how you use the site is processed by Google and may be stored on servers outside Australia.

We may also disclose information where required by law.

Storage and security

We take reasonable steps to protect personal information from misuse, loss, and unauthorised access or disclosure. We keep records for as long as required by our obligations as an NDIS provider, and dispose of them securely once they are no longer needed.

Cookies and website analytics

This site uses Google Analytics to understand how the site is used so we can improve it. It sets cookies that record things like the pages you visit, how long you spend on them, how you arrived at the site and what device and browser you are using. Your approximate location is worked out from your IP address.

We use this to see how the site is performing overall. We do not use it to identify you, and we do not combine it with the details you give us in an enquiry.

Google processes this information on our behalf and may store it on servers outside Australia. You can block or delete cookies in your browser settings, or install Google's opt-out add-on from tools.google.com/dlpage/gaoptout. Parts of the site may not work as well if you block cookies.

Accessing or correcting your information

You can ask us what personal information we hold about you, ask us to correct it if it is wrong, or ask us to delete it where we are able to. Email info@keytoindependence.com.au and we will respond within a reasonable time. There is no charge for making a request.

Complaints

If you think we have mishandled your personal information, please contact us first at info@keytoindependence.com.au so we can try to put it right. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au. Concerns about NDIS services can also be raised with the NDIS Quality and Safeguards Commission.

Changes to this policy

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

Last updated: 7 October 2026.