Privacy Policy

Effective 16 September 2026

Gentle Home Reset respects your privacy and is committed to handling personal and health information carefully, transparently and only for legitimate purposes connected with our services.

1. About this policy

This policy explains how Gentle Home Reset (“we”, “us” or “our”), operated by the Belinda Styles Family Trust, collects, holds, uses and discloses personal information.

It applies to private clients, NDIS participants, nominees, family members, support coordinators, plan managers, referrers, website visitors, prospective clients and other people who interact with us.

We handle personal information consistently with the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where applicable, the Health Records Act 2001 (Vic) and its Health Privacy Principles.

2. Information we may collect

Depending on the service or enquiry, we may collect:

Identity and contact details, including your name, address, email address and telephone number.
Details for an authorised representative, nominee, parent or guardian, emergency contact, support coordinator, plan manager or other referrer.
Information about your household, organising goals, routines, preferences, access needs and the areas in which support is requested.
NDIS-related information reasonably required to provide or invoice for supports, such as participant details, funding management type, relevant goals and authorised billing contacts.
Health, disability or other sensitive information that you or an authorised person provides and that is reasonably necessary to deliver services safely and appropriately.
Referral information, service agreements, appointment records, service notes, progress information, feedback, complaints and incident records.
Billing and transaction records, including invoice and payment-status information.
Communications with us by form, email, telephone or in person.
Technical information generated when you use our website, which may include device, browser, cookie, IP address and site-usage information.

We do not take or use photographs, videos or testimonials for promotional purposes without separate, informed consent. You may withdraw that consent for future use by contacting us.

3. How we collect information

We usually collect information directly from you when you:

Submit a website form, send an email, telephone us or speak with us in person.
Complete an intake or referral form or enter into a service agreement.
Receive a service or provide feedback.
Use our website.

With your consent or other lawful authority, we may also receive information from a nominee, parent or guardian, family member, support coordinator, plan manager, allied health professional or another referrer.

If you provide personal information about another person, please ensure you are authorised to do so and that they understand how their information may be handled.

4. Why we use information

We may use personal information to:

Respond to enquiries and referrals and determine whether our services are suitable.
Plan, provide, review and coordinate decluttering, organising and capacity-building supports.
Communicate about appointments, access, service changes and agreed goals.
Prepare service agreements, records, invoices and authorised NDIS claims.
Communicate with an authorised nominee, support coordinator, plan manager or other relevant provider.
Support safety, manage risks, respond to incidents and address feedback or complaints.
Meet legal, regulatory, insurance, accounting and record-keeping obligations.
Improve our services and website.

We will only use sensitive or health information for the purpose for which it was collected, for a directly related purpose you would reasonably expect, with consent, or where otherwise permitted or required by law.

We will only send promotional communications where permitted, and you may opt out at any time.

5. When we disclose information

We may disclose information, where reasonably necessary, to:

A person you have authorised, such as a nominee, parent or guardian, support coordinator, plan manager or treating professional.
Workers or contractors who need the information to provide services and who are subject to appropriate confidentiality obligations.
Service providers that support our website, email, file storage, scheduling, accounting, payments, insurance or professional advice.
Government, regulatory, complaints or law-enforcement bodies where required or authorised by law.
Another person where necessary to lessen or prevent a serious threat to a person’s life, health or safety, as permitted by law.

We do not sell, rent or trade personal information.

6. Website and service providers

Our website is hosted using Squarespace and may use cookies or similar technologies needed for the website to function and to understand general website use.

You can adjust cookie settings in your browser, although some website features may not work as intended.

Our website may link to third-party websites. Their privacy practices are governed by their own privacy policies.

Some technology providers may store or process information outside Australia. Where this occurs, we take reasonable steps appropriate to the circumstances to select and use reputable providers and protect the information.

7. Security and retention

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

These steps may include access controls, password protection, multi-factor authentication where available, secure storage, confidentiality requirements and limiting access to people who need the information for their work.

We retain information only for as long as it is reasonably needed for our services and as required by applicable law, funding arrangements, taxation, insurance or dispute-resolution obligations.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

8. Children and young people

When services involve a child or young person, we collect only the information reasonably needed to provide safe and appropriate support.

We seek consent from a parent, guardian or other authorised representative where required, while also recognising the child or young person’s views, privacy, decision-making ability and right to be involved in matters that affect them.

9. Accessing or correcting your information

You may ask to access personal information we hold about you or request that inaccurate, incomplete or out-of-date information be corrected.

If the law allows or requires us to refuse a request, we will explain the reason and available review options where appropriate.

10. Privacy concerns and complaints

If you have a privacy question or complaint, please contact us first using the details below.

Tell us what happened, the information involved and the outcome you are seeking. We will acknowledge the concern promptly, consider it fairly and confidentially, and keep you informed while we work towards a response.

Raising a concern will not affect your right to receive respectful service. You may have a support person or advocate assist you.

If you are not satisfied with our response, you may contact:

The Office of the Australian Information Commissioner at oaic.gov.au.
The Victorian Health Complaints Commissioner at hcc.vic.gov.au for concerns involving health information in Victoria.
The NDIS Quality and Safeguards Commission at ndiscommission.gov.au if the concern relates to NDIS supports or services.

11. Changes to this policy

We may update this policy when our services, systems or legal obligations change.

The current version will be published on our website with its effective date.

12. Contact us

Business: Gentle Home Reset

Email: hello@gentlehomereset.com.au

Website: www.gentlehomereset.com