A & K Morgan Enterprises Pty Ltd trading as Life24 Support Services
ABN: 37 653 004 490 | Last updated: August 2026

1. Introduction

Life24 Support Services (referred to in this policy as “Life24 Support Services”, “we”, “our”, or “us”) is a disability support provider operating under the National Disability Insurance Scheme (NDIS) in Queensland, Australia. We are committed to protecting the privacy and dignity of every person we support, their families, and all individuals who interact with us.

This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It also reflects our obligations as an NDIS provider under the NDIS Act 2013 and the NDIS Practice Standards.

By engaging with Life24 Support Services — whether as a participant, family member, carer, job applicant, or website visitor — you acknowledge that your information will be handled as described in this policy.

2. What Information We Collect

The type of information we collect depends on your relationship with us.

2.1 Participants and Their Families

To deliver supports safely and effectively, we may collect:

• Full name, preferred name, and date of birth
• Contact details including address, phone number, and email address
• NDIS number, plan dates, and funding type (NDIA-managed, plan-managed, or self-managed)
• Health and medical information, including diagnoses, medications, allergies, and management plans
• Information about daily living, communication, and behavioural needs
• Emergency contact details
• Details of other service providers and support coordinators involved in your care
• Consent preferences as recorded in your intake form

Some of this information is classified as sensitive information under the Privacy Act 1988 (Cth). We collect sensitive information only where it is necessary for service delivery and handle it with the highest level of care.

2.2 Website Visitors

When you visit our website at www.life24.com.au, we may automatically collect:

• Browser type and operating system
• Pages visited and time spent on site
• Referring website address

This information is collected in aggregate and is used to improve website performance and user experience. It does not identify you personally.

2.3 General Enquiries

If you contact us by phone, email, or via our website contact form, we may collect your name, contact details, and the content of your enquiry in order to respond to you.

3. How We Collect Your Information

Life24 Support Services collects personal information in the following ways:

• Directly from you via our participant intake form, service agreements, or verbal communication
• From family members, carers, or guardians acting on your behalf
• From third parties such as referring agencies, support coordinators, healthcare providers, or the NDIS — with your knowledge and consent
• Through your use of our website

We will always aim to collect information directly from you wherever possible. Where we collect information from a third party, we will handle it in accordance with this policy.

4. How We Use Your Information

We use personal information for the following purposes:

• To assess your support needs and develop and deliver appropriate supports
• To communicate with you about your services, appointments, and care
• To meet our obligations as an NDIS provider, including reporting to the NDIS Quality and Safeguards Commission
• To coordinate with other service providers involved in your care, where you have consented to this
• To ensure the health, safety, and wellbeing of participants and staff
• To process enquiries, complaints, and feedback
• To send you service updates and information where you have consented to receive them
• To improve our services and business operations

We will not use your personal information for any purpose unrelated to your care or our business operations without your consent.

5. Disclosure of Your Information

Life24 Support Services may share your personal information with third parties in the following circumstances:

• With healthcare providers, allied health professionals, and other support services where necessary to coordinate your care and you have consented to information sharing
• With the NDIS, NDIS Quality and Safeguards Commission, or other government bodies where required by law or our registration obligations
• With our employees, contractors, or professional advisers on a strict need-to-know basis
• Where required by law, court order, or regulatory authority
• With your support coordinator or plan manager to facilitate funding and service coordination

We will not sell, rent, or trade your personal information to any third party for marketing purposes. Where personal information is shared with a third party, we require that party to handle it in accordance with the Privacy Act 1988 (Cth).

In some cases, information may be stored or processed using cloud-based software systems. Where this occurs, we take reasonable steps to ensure those systems meet appropriate security standards.

6. Security of Your Information

Life24 Support Services takes the security of your personal information seriously. We have physical, electronic, and procedural safeguards in place to protect your information from unauthorised access, misuse, loss, modification, or disclosure.

Access to personal information is restricted to staff and contractors who need it to perform their role. All staff are trained on their privacy obligations and are required to maintain confidentiality.

While we take all reasonable precautions, no method of electronic transmission or storage is completely secure. We encourage you to contact us immediately if you believe your information held by us has been compromised.

7. Your Rights

Under the Privacy Act 1988 (Cth), you have the right to:

• Request access to the personal information we hold about you
• Request corrections to information that is inaccurate, out of date, incomplete, or misleading
• Withdraw any consent you have previously given, by notifying us in writing
• Make a complaint about how we have handled your personal information

To exercise any of these rights, please contact us using the details in Section 12. We will respond to all requests within a reasonable timeframe. In some circumstances, the Privacy Act 1988 (Cth) permits us to decline a request for access — if this occurs, we will explain why in writing.

There is no fee for making an access or correction request. However, if fulfilling a request requires significant effort, we may charge a reasonable administrative fee and will advise you of this in advance.

8. Privacy Complaints

If you have a complaint about the way Life24 Support Services has handled your personal information, please contact us in writing using the details in Section 12. We take all privacy complaints seriously and will acknowledge receipt of your complaint promptly.

We aim to resolve complaints within 30 days. If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

9. Cookies and Website Analytics

Our website uses cookies — small text files stored on your device — to improve your browsing experience and analyse website traffic. Cookies help us understand how visitors use our site so we can make improvements.

You can disable cookies through your browser settings at any time. Please note that disabling cookies may affect some features of our website.

We may use third-party analytics tools such as Google Analytics to collect aggregated, non-identifiable data about website usage. Our website may also use advertising tools that serve relevant content to visitors. These tools operate under their own privacy policies.

Our website may contain links to external websites. Life24 Support Services is not responsible for the privacy practices of those sites and encourages you to review their privacy policies independently.

10. Changes to This Policy

Life24 Support Services may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website. We encourage you to review this policy periodically. Significant changes will be communicated to current participants where practicable.

11. Consent — Participant Intake Form

When completing the Life24 Support Services participant intake form, you will be asked to provide consent across the following areas. Each consent can be given or withdrawn independently. To withdraw any consent, please contact Life24 Support Services in writing.

Exchange of Information

Life24 Support Services may need to collect and share information about you with third parties — including healthcare providers, government agencies, funding bodies, and other support services — in order to coordinate or deliver your supports effectively. This information will only be shared on a need-to-know basis and where it is necessary for your care. You may withdraw this consent in writing at any time.

Consent to Receive Services

By engaging with Life24 Support Services, you consent to the participant receiving support services as agreed in your service agreement. On occasion, services may be observed by other professionals, students, or trainees for the purpose of supervision or professional development. Life24 Support Services will provide prior notice before any such observation takes place. You may withdraw this consent in writing at any time.

Consent to Use Photos, Videos, and Digital Recordings

Life24 Support Services may capture photos, videos, or digital recordings of participants for the following purposes:

(a) Internal use — for service delivery purposes including communication supports, client profiles, and care planning materials.

(b) External use — for Life24 Support Services publications, promotional materials, training resources, and digital platforms including social media and websites.

Life24 Support Services will seek specific approval from you before using any material under (b). Consent to (a) and (b) may be given or withdrawn independently. You may withdraw either or both consents in writing at any time.

Information Services

From time to time, Life24 Support Services may send communications including newsletters, event information, and service updates by email or post. This consent is entirely optional and has no bearing on your access to support services. You may withdraw this consent at any time by contacting Life24 Support Services in writing.

Research Participation

Life24 Support Services may occasionally invite participants to take part in research projects that have been reviewed and approved by Life24 Support Services. Any invitation to participate in research is not an obligation — participation is always voluntary and subject to a separate consent process specific to that research project. You may withdraw this consent to receive invitations in writing at any time.

Privacy and Your Information

Life24 Support Services collects, stores, uses, and discloses personal and sensitive information about participants in accordance with the Privacy Act 1988 (Cth) and this Privacy Policy. This information is collected for the purpose of delivering supports and meeting our obligations as an NDIS provider. You have the right to access and request corrections to information held about you, and the right to make a privacy complaint at any time. See Sections 7 and 8 of this policy for details.

12. Contact Us

For all privacy enquiries, access requests, corrections, consent withdrawals, or complaints, please contact us here www.life24.com.au/contact