Privacy Policy
Last updated June 2026
This policy explains, in plain English, what personal information Equilibrium SA collects when you use this website or contact us, how we use it, and the choices you have. We have tried to keep it genuinely useful rather than full of legal filler.
Who we are
Equilibrium SA is an NDIS support provider based in Adelaide, South Australia. We provide disability support services to participants and the people who care for them.
If you have a question about your privacy or this policy, Daniel is the person to contact using the details above.
What personal information we collect
We only collect what we need to respond to you and provide support. Depending on how you use the site, that may include:
When you fill in our enquiry form
- Your name
- Your phone number and/or email address
- Whether the enquiry is for yourself or for someone you care for
- The type of NDIS funding involved (for example, self-managed, plan-managed or NDIA-managed)
- Any optional message you choose to add
When you use the AI chat assistant
The chat assistant on our site keeps a record of the conversation you have with it so that we can read it and follow up. That includes whatever you choose to type into the chat.
When you simply browse the site
We collect basic website analytics (such as which pages were visited and rough, non-identifying usage patterns) and we use cookies to help the site work and to understand how it is being used. See the Cookies section below.
How we use your information
We use the information above to:
- Respond to your enquiry and answer your questions
- Arrange, provide and improve our support services
- Keep a record of our contact with you so we can follow up properly
- Understand how the website is used so we can make it better
We do not send spam. We will not add you to marketing lists you did not ask to join.
About the AI chat assistant
The AI chat assistant helps answer common questions quickly. To do that, your messages may be processed by a trusted third-party AI service that generates the replies. A copy of the conversation is also emailed to Equilibrium SA so that a real person can read it and follow up with you.
Please do not enter highly sensitive details into the chat. The chat is great for general questions, but it is not the place for sensitive personal, health or financial information. If you need to share something private, contact us directly by phone or email and we will handle it carefully.
When we share information (disclosure)
We do not sell your personal information. We never have and we never will.
We do rely on a small number of trusted service providers who process information on our behalf so the website and chat can work, for example:
- Our AI assistant provider, which processes chat messages to generate replies
- Our website host and email provider, which store and deliver the site and the enquiries that reach us
These providers only handle information so they can perform their service for us, and we expect them to keep it secure. We may also disclose information if the law requires us to, or to protect someone's safety.
Sensitive information and NDIS participants
Because of the support we provide, you may sometimes share health or disability information with us. We treat that kind of information with extra care.
- We only collect health and disability information where it is reasonably needed to provide or arrange your support.
- We handle it consistently with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
- We keep it to the people who genuinely need it to help you, and we store it securely.
You are always in control of how much you choose to share with us up front. The enquiry form and chat only need enough for us to get back to you.
How we store and protect your information
Your information is stored using reputable, secure services and we take reasonable steps to protect it from loss, misuse and unauthorised access. We keep information only for as long as we reasonably need it to provide support, meet our record-keeping obligations, or as the law requires, and then we take steps to remove it.
No method of storage or transmission over the internet is ever completely secure, so while we work hard to protect your information we cannot guarantee absolute security.
Cookies
Cookies are small files a website stores on your device. We use them to help the site function and to gather the basic analytics described above. You can set your browser to refuse cookies or to alert you when one is being set. Some parts of the site may not work as smoothly if you turn cookies off.
Your rights: access and correction
You have the right to ask us:
- What personal information we hold about you
- To correct anything that is wrong or out of date
- To delete information we no longer need to keep, where we are able to
Just contact Daniel using the details above and we will help. We may need to confirm your identity first so we are sharing information with the right person.
How to contact us, or make a complaint
If you have any concern about how we have handled your personal information, please contact us first so we can put it right:
Daniel, Equilibrium SA
Phone: 0431 236 664
Email: danielequilibriumsa@gmail.com
Post: 16 Henry Street, Modbury SA 5092
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC), which oversees privacy in Australia:
Changes to this policy
We may update this policy from time to time as our services or the law change. When we do, we will update the "Last updated" date at the top of this page. We encourage you to check back occasionally so you know how your information is handled.
This is a draft prepared for Equilibrium SA to confirm before publishing.