Privacy Policy

1. Introduction

Forward Planning Plus (ABN 92 657 517 701) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website or use our NDIS plan management services.

We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and the NDIS Practice Standards.

2. Information We Collect

2.1 Personal Information

We may collect the following personal information:

• Name, date of birth, and contact details (email, phone, address)
• NDIS participant number and plan details
• Financial information (bank account details for payment processing)
• Information about your disability and support needs (only as necessary for service delivery)
• Communication records and service delivery notes

2.2 Website Usage Information

When you visit our website, we may collect:

• Device and browser information
• IP address (anonymized)
• Pages visited and time spent on site
• Referral source and navigation patterns

3. How We Use Your Information

We use your information to:

• Provide NDIS plan management services
• Process invoices and payments
• Communicate with you about your NDIS plan
• Comply with legal and NDIA reporting requirements
• Improve our services and website functionality
• Send service updates and important notifications

4. Cookies, Analytics & Advertising Technologies

We use cookies, similar browser storage and tracking pixels to operate this website, measure how it is used and measure the performance of our advertising. We do this under the Privacy Act 1988 (Cth) and the Australian Privacy Principles: we tell you what we collect and why, we limit collection to what is reasonably necessary, and you can switch measurement off at any time using the controls below.

Technologies we use:

• Essential storage: required for page delivery, security, accessibility settings and your privacy preferences. Cannot be switched off.
• Google Analytics 4 and Google Tag Manager: website analytics — pages viewed, referral source, campaign parameters, device and browser type, approximate location, on-page actions such as clicks, scroll depth and form submissions. IP addresses are anonymised, Google Signals and ad personalisation are disabled.
• Meta Pixel and Meta Conversions API: advertising measurement — records that an enquiry or registration step occurred, so we can attribute it to advertising. The browser pixel and the server-side Conversions API share an event identifier so a single action is counted once.
• Session recording and heatmaps (Microsoft Clarity, Hotjar, our own interaction replay): off by default. Because recordings of form interaction could capture health or disability information, which is sensitive information under the Privacy Act, we only run these tools if you specifically turn them on below.

What we do not do:

• We do not enable advertising cookies or ad personalisation storage in Google tags.
• We do not sell your personal information.
• We do not deliberately send NDIS plan details, health information or disability information to analytics or advertising platforms.
• We do not track your browsing on unrelated websites.

Who receives this information:

Analytics and advertising data is disclosed to Google LLC and Meta Platforms, Inc. as our measurement providers, and may be processed on their servers outside Australia, including in the United States. They process it under their own terms as our service providers for the purposes described above.

We do not ask for cookie consent before running website analytics, because Australian privacy law requires accurate notice, purpose limitation and a genuine opt-out rather than EU-style prior consent for non-sensitive measurement. We do honour browser Global Privacy Control and Do Not Track signals as an opt-out, and we require your explicit opt-in before any session recording.

You can also block or delete cookies in your browser settings, and install Google's browser opt-out add-on. Essential storage required for site functionality and for remembering these preferences cannot be disabled.

5. Information Sharing & Disclosure

We may share your information with:

• NDIA: As required for plan management and compliance reporting
• Service Providers: To process payments and deliver services you've approved
• Legal Authorities: When required by law or to protect rights and safety
• Third-party Processors: Secure payment gateways and cloud storage providers

We never sell your personal information to third parties for marketing purposes.

6. Data Security

We implement industry-standard security measures to protect your information:

• Encrypted (HTTPS) connections for data submitted through this website
• Secure cloud storage with regular backups
• Access controls and staff training on privacy
• Access limited to team members who need the information to do their work

7. Your Privacy Rights

Under Australian privacy law, you have the right to:

• Access your personal information
• Correct inaccurate or outdated information
• Request deletion of your information (subject to legal requirements)
• Withdraw consent for non-essential data collection
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

8. Data Retention

We retain your information for as long as necessary to provide services and comply with legal obligations. NDIS plan management records are retained for 7 years as required by NDIA standards.

9. Children's Privacy

We provide services to NDIS participants of all ages, including children. For participants under 18, we obtain consent from parents, guardians, or nominees as required.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting a notice on our website or via email. Your continued use of our services after changes constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us: