Feedback and Complaints

At Hopeful Hearts, your voice matters. We welcome all feedback and complaints so we can continue to grow, improve, and support you in the best way possible.

Hopeful Hearts Privacy Policy

Hopeful Hearts is committed to protecting the privacy and confidentiality of all individuals we support, including participants, families, and website users.

What information we collect

We may collect personal information including:

Name, contact details (phone, email, address)
NDIS information (plan type, goals, supports)
Relevant health or support information
Information provided through our website forms, email, or phone

How we collect information

We collect information:

Directly from you via our website, forms, or conversations
From authorised representatives, families, or carers
From other service providers (with your consent)

Why we collect your information

We collect and use your information to:

Provide and manage supports and services
Respond to enquiries and referrals
Meet our legal and NDIS obligations
Improve our services

Disclosure of information

We will only share your information:

With your consent
With relevant professionals or services involved in your support
Where required by law

Storage and security

We store personal information securely using both physical and electronic systems. This includes secure, password-protected platforms such as ShiftCare, which is used to manage client records, schedules, and service delivery. We take reasonable steps to protect all information from misuse, loss, or unauthorised access.

Access and correction

You have the right to request access to the personal information we hold about you and request corrections if needed.

Complaints

If you have concerns about your privacy, you can contact us directly. If you are not satisfied with our response, you may contact the
Office of the Australian Information Commissioner.

contact@hopefulheartssupports.com

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