GOV 004-1

Privacy Policy

About this policy

Stream Services is committed to protecting and upholding the right to privacy and dignity of clients, staff, volunteers, stakeholders and representatives of agencies we deal with. In particular Stream Services is committed to protecting and upholding the rights of our clients to privacy in the way we collect, store and use information about them, including audio and video recorded information, their needs and the services we provide to them.

Stream Services requires staff, volunteers and other stakeholders to be consistent and careful in the way they manage what is written and said about individuals or legal entities and how they decide to whom this information can be disclosed.

Stream Services is subject to Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth) (Privacy Act). The organisation will follow the guidelines of the Australian Privacy Principles in its information management practices.

NDIS Practice Standards & Quality Indicators

All staff are to ensure that their conduct relating to this policy is compliant with these Outcomes and Quality Indicators from the NDIS Practice Standards. Where there is a conflict between the Quality Indicators and Stream Services’ policies, practices or cultural norms, all staff must strictly abide by the Outcomes and Quality Indicators to the best of their ability and provide details to for continuous improvement.

Practice Standards Outcome

1.3 Privacy and Dignity

Each participant accesses supports that respect and protect their dignity and right to privacy.

Quality Indicators

1.3.1  Consistent processes and practices are in place that respect and protect the personal privacy and dignity of each participant.

1.3.2  Each participant is advised of confidentiality policies using the language, mode of communication and terms that the participant is most likely to understand.

1.3.3  Each participant understands and agrees to what personal information will be collected and why, including recorded material in audio and/or visual format

Record of policy development​


Date approved

Date for review


23 November 2021

December 2022


October 2020

November 2021


13 May 2019

May 2020 (delayed)


25 February 2019

May 2019

Responsibilities and delegations

This policy applies to

all staff, clients, client’s families, volunteers and other stakeholders. “Stream Services” is the current trading name and trademark registrant (application number 2076944) of Clermont Country Care Pty. Ltd, the organisation has traded previously under the name Clermont Country Care. The entity’s legal name will be changed by 31 December 2022.

Specific responsibilities

The director/s will ensure that adequate training and materials are available for all staff to be trained in Privacy standards and expectations.

The director/s will have the responsibility for the day-to-day implementation of privacy procedures and for ensuring that all staff and volunteers are aware of this policy and subsequent procedures.

Policy approval

The director/s will be responsible for approving this policy.

Policy context – this policy relates to:


  • National Disability Standards.

  • Australian Privacy Principles

  • The NDIS Rules 2018.

  • NDIS Code of Conduct

  • NDIS Practice Standards (November 2021)

Organisation policies

Quality Management and Continuous Quality Improvement Policy

Forms, record keeping, other documents

  • Service Agreement Templates.

  • Client Intake Form

  • Client Consent From


Clermont Country Care will ensure that:

  • It meets its legal and ethical obligations as an employer and service provider in relation to protecting the privacy of clients and organisational personnel.
  • Clients are provided with information about their rights regarding privacy and dignityusing the language, mode of communication and terms that the participant is most likely to understand.
  • Clients and organisational personnel are provided with privacy when they are being interviewed or discussing matters of a personal or sensitive nature.
  • All staff and Director/s understand what is required in meeting these obligations.

This policy is designed to conform to the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth) (Privacy Act) and the Australian Privacy Principles which govern the collection, use and storage of personal information.

This policy will apply to all records, whether hard copy or electronic, containing personal information about individuals, and to interviews or discussions of a sensitive personal nature.