Privacy Statement

Australian SDA Access Pty Ltd ABN: 93 655 470 830 Website: australiansda.com.au

Last updated: 23 July 2026

About this statement

Australian SDA Access Pty Ltd (“ASDA”, “we”, “us”, “our”) is committed to protecting the privacy of everyone who interacts with us, including NDIS participants, family members, support coordinators, and other enquirers.

This privacy statement explains how we collect, use, store, and protect your personal information when you engage with our marketing and enquiry channels. It applies to our website, social media pages, online enquiry forms, email and SMS communications, and our AI-powered conversation assistant.

This statement covers our marketing and enquiry systems only. If you become an ASDA participant, our obligations regarding your participant records and service delivery data are governed separately under the NDIS framework and are managed directly by ASDA’s operations team.

We handle personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). ASDA is a registered NDIS provider and operates under the NDIS Code of Conduct.

Who collects your information

ASDA engages a marketing service provider to manage our marketing and lead generation systems, including our website enquiry forms, social media responses, email and SMS communications, and AI conversation assistant.

When you enquire through these channels, your information may be collected by our marketing service provider on our behalf. Our marketing service provider handles enquiry-stage information only and does not access participant records, service delivery data, or NDIS plan details.

ASDA remains responsible for the handling of your personal information at all times.

What information we collect

At the enquiry and marketing stage, we collect only the information reasonably necessary to respond to your enquiry and connect you with the right team. This includes:

  • Your name and contact details (phone number, email address)
  • The nature of your enquiry (whether you are interested in SDA housing, SIL support, or both)
  • Your location preference (to match you with available properties or services in your area)
  • How you found us (which advertisement, social media page, or referral source)

Where practicable, you may deal with us anonymously or by using a pseudonym. However, if you choose not to provide your name or contact details, we may be unable to respond to your enquiry, book a tour, or connect you with ASDA’s team.

Information we do not collect through marketing channels

We do not request, record, or store the following through our marketing and enquiry systems:

  • NDIS plan numbers or participant reference numbers
  • NDIS funding amounts or budget details
  • Medical diagnoses, health conditions, or disability assessments
  • Clinical reports, functional assessments, or support needs evaluations
  • Medicare numbers or other government identifiers

If you share this type of information with us during an enquiry, we will not action it through our marketing systems. We will pass your name and contact details to ASDA’s team the same business day so they can assist you directly.

Why we collect your information

We collect your personal information for the following purposes:

  • To respond to your enquiry about our SDA or SIL services
  • To provide you with relevant information about available properties or support options
  • To book property tours or consultations with ASDA’s team
  • To send you follow-up communications you have requested or consented to
  • To improve our services and the quality of our communications

We will only use your information for the purpose it was collected, or for a directly related purpose you would reasonably expect. We will not use your information for unrelated marketing without your consent.

How we collect your information

We may collect your information through:

  • Website forms on australiansda.com.au (enquiry forms, contact forms, tour booking forms)
  • Social media messaging (Facebook Messenger, Instagram Direct Messages)
  • Email correspondence
  • SMS correspondence
  • AI conversation assistant (see below)
  • Paid advertising lead forms (Meta and Google platforms)

Where we collect your information, we will tell you at the point of collection who is collecting it, why, and who will receive it.

AI conversation assistant

ASDA uses an AI-powered conversation assistant on some of our digital channels (including website chat, Facebook Messenger, Instagram DM, SMS, and email) to help respond to enquiries promptly.

What you should know about our AI assistant

  • It identifies itself. Our AI assistant will tell you in its first message that you are communicating with an AI, not a person. If you ask whether you are speaking to a human or an AI, it will answer honestly.
  • It does not provide clinical or eligibility advice. Our AI assistant cannot and will not provide medical advice, assess your NDIS eligibility, determine your SDA dwelling category, advise on your plan funding, or make any clinical recommendations. Questions of this nature are passed to ASDA’s team.
  • It connects you with the right people. The AI assistant can answer general questions about our services, help you express interest in a property or support service, and connect you with ASDA’s team for anything that requires a personal response.
  • It does not make commitments. Our AI assistant cannot confirm specific tour times, allocate specific support workers, guarantee placements, or make promises on ASDA’s behalf.
  • It makes automated decisions about your enquiry. Our AI assistant automatically categorises your enquiry (for example, whether it relates to SDA housing, SIL support, or both), qualifies your interest based on the information you provide, and routes your enquiry to the appropriate member of ASDA’s team. These automated decisions affect how quickly and by whom your enquiry is handled, but they do not determine your eligibility for any NDIS-funded service. You can ask to have your enquiry reviewed by a person at any time.

How the AI processes your information

Our AI assistant operates through a third-party platform. Messages you send may be processed by servers located overseas (including the United States) as part of the AI’s response generation. This means:

  • Your message content, including your name and any details you share, may be processed outside Australia
  • We take reasonable steps to ensure the overseas processing provider handles your information in accordance with the Australian Privacy Principles
  • We minimise the sensitive information that enters the AI processing path. Our AI is configured not to engage with, repeat, or store clinical, medical, or disability-specific content in its responses
  • If you share sensitive information in a chat message, the AI will not action it. Your enquiry will be routed to ASDA’s team for a personal response

If you prefer not to interact with the AI assistant, you can contact us directly by email at admin@australiansda.com.au.

Cross-border disclosure of information

Our marketing service provider’s delivery team includes members based outside Australia. To protect your privacy, a strict data boundary applies:

  • Offshore team members handle enquiry-stage information only: your name, contact details, the nature of your enquiry (SDA, SIL, or both), and your location preference
  • No participant records, health information, disability details, NDIS plan information, or sensitive personal information is handled offshore
  • If sensitive information is received, it is routed to our marketing service provider’s onshore team lead and passed to ASDA’s team the same business day

Our AI conversation assistant may also process messages through overseas servers as described above.

These arrangements are disclosed under Australian Privacy Principle 8 (cross-border disclosure of personal information). We take reasonable steps to ensure that any overseas recipient of your information handles it in accordance with the Australian Privacy Principles.

Third parties

We use the following third-party services as part of our marketing systems:

Service Purpose Information shared
Our CRM and marketing platform Customer relationship management and marketing automation Name, contact details, enquiry type, communication history
Meta (Facebook, Instagram) Advertising and social media engagement Information you submit through Meta lead forms or Messenger. Meta’s own privacy policy applies to your use of their platforms.
Google Advertising (Google Ads, Google Business Profile) Information you submit through Google lead forms. Google’s own privacy policy applies to your use of their services.

We do not sell your personal information. We do not share your personal information with third parties for their own marketing purposes.

Where our website uses cookies or tracking technologies to measure advertising performance, a consent notice is displayed.

Data storage and security

Your enquiry-stage personal information is stored in our customer relationship management and marketing platform. We take reasonable steps to protect your information from unauthorised access, modification, disclosure, or misuse, including:

  • Access controls limiting who can view your information
  • Encryption of data in transit
  • Regular review of security practices

How long we keep your information

We retain enquiry-stage personal information only for as long as it is reasonably necessary for the purpose it was collected. This includes:

  • Responding to your enquiry and any follow-up communications
  • Meeting our legal and regulatory obligations
  • Supporting legitimate business record-keeping

When your information is no longer needed, we take reasonable steps to destroy or de-identify it.

If your enquiry progresses to a service agreement with ASDA, your participant records are managed by ASDA’s operations team under their own data retention obligations. This privacy statement does not cover participant records.

Marketing communications

We may send you marketing communications (such as emails or SMS messages about our services or available properties) only with your consent.

Every marketing communication we send:

  • Clearly identifies Australian SDA Access as the sender
  • Includes our contact details
  • Contains a working unsubscribe option

If you unsubscribe, we will stop sending you marketing communications within five business days. You can unsubscribe at any time by replying “STOP” to any SMS, clicking the unsubscribe link in any email, or contacting us directly.

Unsubscribing from marketing does not affect any transactional messages related to a tour you have booked or an enquiry you have in progress.

Your rights

Under the Australian Privacy Principles, you have the right to:

  • Access your information. You can ask us what personal information we hold about you and request a copy.
  • Correct your information. If your information is inaccurate, incomplete, or out of date, you can ask us to correct it.
  • Withdraw consent. Where we rely on your consent to use your information (such as for marketing communications), you can withdraw that consent at any time.

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

Complaints

If you believe we have not handled your personal information in accordance with the Australian Privacy Principles, you can:

  1. Contact us first We encourage you to raise your concern with us directly so we can investigate and resolve it.
  2. Contact the Office of the Australian Information Commissioner (OAIC) If you are not satisfied with our response, you can lodge a complaint with the OAIC:
  1. Contact the NDIS Quality and Safeguards Commission If your complaint relates to the conduct of an NDIS provider, you can contact the NDIS Commission:

Contact us

For privacy enquiries, access requests, corrections, or complaints, contact:

Australian SDA Access Pty Ltd ABN: 93 655 470 830 Email: admin@australiansda.com.au Phone: 1300 100 167 Address: 8 Eucalyptus Circuit, Mount Annan NSW 2567 Website: australiansda.com.au

Changes to this statement

We may update this privacy statement from time to time to reflect changes in our practices or legal obligations. When we do, we will update the “Last updated” date at the top of this page. We encourage you to review this statement periodically.

This privacy statement covers Australian SDA Access’s marketing and enquiry systems. It does not cover participant service records, clinical records, or operational data, which are managed by ASDA under separate privacy obligations. This statement is not legal advice.