Privacy Policy

Last Updated: 26 March 2026

1. Who We Are

SNDY Tracks Pty Ltd

ACN 695 558 902

Unit 3/7 Anzac Road, Tuggerah NSW 2259

Email: info@sndytracks.com.au

Website: www.sndytracks.com.au

Phone: +61 417 386 246

SNDY Tracks Pty Ltd provides counselling and related support services, including adventure-based counselling, community-based supports, transport associated with service delivery, and related therapeutic and recreational activities. In doing so, we handle personal information and health information as a health service provider.

2. Our Commitment to Privacy

We are committed to protecting privacy and handling personal information and health information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and, where applicable in New South Wales, the Health Records and Information Privacy Act 2002 (NSW).

This Privacy Policy explains how we collect, hold, use, disclose, and protect personal information and health information.

3. What Information We Collect

We may collect personal information and health information that is reasonably necessary for us to provide safe and appropriate services, manage our practice, and meet our legal, clinical, and professional obligations.

This may include:

full name
date of birth
residential address
phone number and email address
emergency contact details
parent, guardian, or authorised representative details
Medicare, NDIS, plan management, or other funding information
referral information
appointment and attendance information
session notes, care records, and service history
health information, including relevant medical history, diagnoses, medications, allergies, disability support needs, behavioural presentation, support strategies, and risk information
photographs, video, or audio where relevant to service delivery, administration, safety, or where separately consented to
website and online usage information, such as IP address, browser type, pages viewed, and time of access

Health information is sensitive information, and we take its handling seriously.

4. How We Collect Information

We may collect information:

directly from participants, parents, guardians, or authorised representatives
through intake forms, consent forms, medical and risk forms, bookings, emails, phone calls, text messages, and portal registration
during service delivery, including counselling sessions, support activities, reviews, and incident management
from referrers, support coordinators, plan managers, schools, medical practitioners, allied health providers, or other service providers where consent has been provided or where otherwise permitted by law
through our website, online forms, and digital systems

Where practicable, we collect information directly from the individual or their parent, guardian, or authorised representative.

5. Why We Collect, Hold, Use, and Disclose Information

We collect, hold, use, and disclose personal information and health information for purposes including:

providing counselling, support services, and related therapeutic activities
assessing suitability, support needs, and safety considerations
managing appointments, bookings, cancellations, billing, and administration
communicating with participants, families, guardians, and authorised contacts
preparing records, reports, letters, invoices, and other practice documentation
coordinating care with other providers, where authorised or otherwise permitted by law
managing risks, incidents, emergencies, and duty of care obligations
complying with legal, insurance, regulatory, ethical, and professional obligations
improving our service delivery, systems, safety practices, and client experience

6. Practice Management Platform and Service Providers

We use Zanda Health, a practice management platform, to help manage client records, forms, appointments, communications, invoicing, and related administrative and clinical information. Zanda states that it provides cloud-based practice management software for healthcare and allied healthcare providers, and publishes information for Australian customers about data residency and limited circumstances where data may be accessed or processed from outside Australia.

We may also use other service providers to support the operation of our practice, such as website, email, telehealth, storage, accounting, or IT support providers.

We take reasonable steps to ensure that service providers handling personal information on our behalf are appropriate for that purpose and that privacy and security protections are in place.

7. Disclosure of Information

We do not sell or rent personal information.

We may disclose personal information or health information to:

the participant
parents, guardians, or authorised representatives
emergency contacts
referrers, support coordinators, plan managers, case managers, schools, medical practitioners, allied health providers, or other members of a care team, where consent has been provided or where otherwise permitted or required by law
hospitals, ambulance services, emergency services, or other urgent responders where reasonably necessary
insurers, legal advisers, accountants, auditors, or regulators where reasonably required
third-party service providers who assist us in operating our practice

We may also disclose information where required or authorised by law, including where necessary to lessen or prevent a serious threat to life, health, or safety, or where disclosure is otherwise permitted under applicable privacy laws.

8. Overseas Disclosure

Where possible, SNDY Tracks uses Australian-based systems to manage personal information and health information. However, some of the technology providers we use may, in limited circumstances, store, back up, support, access, or process information from outside Australia.

If this occurs, SNDY Tracks takes reasonable steps to ensure appropriate privacy and security protections are in place.

9. Photographs, Video, Audio, and Promotional Use

In some circumstances, photographs, video, or audio may be collected for service-related purposes, safety, incident documentation, or administrative reasons.

Any consent for promotional, marketing, website, social media, or other public-facing use of photographs, video, audio, or de-identified content is managed separately through a specific consent process. A decision not to provide promotional consent will not affect access to services.

10. AI-Assisted Documentation

We may use secure software tools, including AI-assisted documentation features within Zanda Health or other practice systems we use, to assist with administrative efficiency and the preparation of session notes or related documentation. These tools are used to support our documentation processes and do not replace professional judgment. Where required, separate consent will be obtained.

11. Website, Cookies, and Online Tracking

Our website may collect limited technical information such as IP address, browser type, pages viewed, and visit times. We may use cookies or similar technologies to support website functionality, security, analytics, and user experience.

You can usually adjust your browser settings to manage or refuse cookies, although some website features may not function as intended.

If our website uses third-party tools, embedded content, or analytics services, those providers may also collect information in accordance with their own privacy practices.

12. Storage and Security

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

Information may be stored in secure electronic systems and, where relevant, in paper-based records. Access is limited to people who require the information for authorised business, administrative, clinical, or legal purposes.

While we take reasonable steps to protect information, no system or transmission method can be guaranteed to be completely secure.

13. Access and Correction

You may request access to personal information or health information we hold about you or the participant, and you may request correction of inaccurate, incomplete, out-of-date, or misleading information.

We will respond to access or correction requests in accordance with applicable privacy laws. In some circumstances, the law permits us to refuse access, including where refusal is authorised or required by law. NSW privacy guidance also recognises a general right of access to health information.

Requests for access or correction can be made using the contact details at the end of this policy.

14. Retention of Information

We retain personal information and health information for as long as reasonably required for service delivery, administration, legal, insurance, clinical, and professional record-keeping obligations.

When information is no longer required, and we are lawfully permitted to do so, we will take reasonable steps to securely destroy or de-identify it.

15. Complaints

If you have a concern or complaint about how we have handled personal information or health information, you can contact us using the details below. We will review the concern and respond within a reasonable timeframe.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner or seek guidance through the NSW Information and Privacy Commission, depending on the nature of the issue.

16. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practice, technology, services, or legal obligations. The current version will be made available through our website or on request.

17. Contact Us