Privacy Policy

This policy explains how Horizons Support Network (ABN 81 257 479 446), a disability support provider based in Brisbane, Queensland, collects, uses, stores and protects your personal information when you visit this website or contact us through it. We handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Horizons is a non-registered NDIS provider supporting self-managed and plan-managed participants. We keep this policy in plain English because the people who read it deserve to understand it.

Google Maps Platform photographs

When you select a location-guide place that does not have a verified local photograph, the site may request a current photograph from Google Maps Platform. Google receives the request needed to provide that image. Google's handling of information is described in the Google Privacy Policy.

Who we are

Horizons Support Network is the entity responsible for the personal information described in this policy. If you have any question about your privacy, you can reach us at hello@horizonssupportnetwork.com.au, on 0450 780 086, or by post to Brisbane, Queensland, Australia.

What information we collect

We only collect the information we need to respond to you and to run our service. Depending on how you use this website, that may include:

• Enquiry form:your name, email address, phone number and the message you send us. If you tell us who you are enquiring as (for example, a parent, guardian, participant or referring professional), we also collect the extra details relevant to that: for a professional referral, this may include your organisation, role, the participant's plan management type and a preferred callback time.
• Free-guide form: your name, email address and guide requested. We use these details for an internal HSN request notification, then the guide is available as an immediate download. The guide is not emailed, and submitting the form is not marketing consent.
• Careers / expression-of-interest form: your name and contact details, a link to your CV, and any other details you choose to give us about your background, qualifications and suitability for support work.
• Website analytics: basic, non-identifying usage data such as the pages you view and general device or browser information, used to understand how the site is performing.
• Session insights: we use a privacy-first analytics tool (PostHog, hosted in the European Union) to understand how pages are used, through anonymised heatmaps and session replays. All on-screen text and every form field are automatically masked, so the words you read or type are not recorded. Activity is linked only to a random, anonymous identifier, and we do not use this tool to work out who you are.

You can browse most of this website without giving us any personal information. You only provide details if you choose to contact us or apply to work with us.

If you refer someone else to us

Our contact form lets a support coordinator, plan manager, allied health professional, parent or guardian refer someone else for support. If you use it this way, we collect your own contact details plus brief information about the person you are referring, such as their first name and a general description of the support they may need. We deliberately do not ask for NDIS numbers, diagnoses or surnames through the form; those details are collected later, on the follow-up call.

We use this information only to respond to the referral and arrange support, and it is received by the HSN enquiry inbox, the same team who read every enquiry. By submitting a referral, you are confirming that you are authorised to share the information you have given us about that person. If you are the person being referred to and you have a concern about how your details were shared with us, please contact us using the details below and we will address it.

Sensitive and health information

Because we work in disability support, you may sometimes choose to share sensitive information, such as details about a disability, health, or support needs, when you contact us about a participant. We do not ask for this through the website, but if you include it we treat it with extra care.

We only collect sensitive information where it is reasonably necessary to provide or coordinate support, we collect it with your consent, and we limit who can see it to the people who genuinely need it to help.

How we use your information

We use the information you give us only for the reasons you would expect:

• To respond to your enquiry and answer your questions.
• To assess and progress job applications and to manage recruitment.
• To coordinate and deliver support, where you have asked us to.
• To keep proper records and meet our legal and regulatory obligations.
• To understand and improve how this website works.

We do not use your information for unrelated marketing without your consent, and we never sell it.

Who we share it with

We do not sell, rent or trade your personal information. We only share it where it is necessary, and only with:

• Our own team: the people at Horizons who need the information to respond to you, recruit, or coordinate support.
• Trusted service providers: the platforms we use to run our website, email and forms, only to the extent they need access to provide that service to us.
• When the law requires it: if we are required to disclose information by law, or to respond to a valid request from a regulator or public authority.

How we store and protect it

We take reasonable steps to keep your information safe, including access controls so only authorised people can see it, secure systems for our website and email, and prompt deletion of information we no longer need.

No website or system can be guaranteed to be perfectly secure, but we work to protect your information against loss, misuse and unauthorised access.

How long we keep it

We keep your information only for as long as we genuinely need it:

• General enquiries: kept for as long as we need them to respond to you and to keep a reasonable record of our contact, then deleted.
• Free-guide form requests have the same retention as general enquiries.
• Job applications that do not progress: if we decide not to move forward, we delete your CV and our detailed notes within 30 days of that decision.
• If you are hired: your application information becomes part of your employment record. We keep employment records for around 7 years as required under the Fair Work Act and related record-keeping rules.

Cookies

This website may use a small number of cookies and similar technologies to make the site work and to measure basic, non-identifying usage. You can control or block cookies through your browser settings. Blocking some cookies may affect how parts of the site work.

Your rights

Under the Australian Privacy Principles, you can:

• Access: ask for a copy of the personal information we hold about you.
• Correct: ask us to fix anything that is wrong or out of date.
• Delete: ask us to delete information we no longer need to keep.
• Complain: raise a concern about how we have handled your information.

To make any of these requests, email us at hello@horizonssupportnetwork.com.au. We will respond within a reasonable time, and usually within 30 days.

Complaints

If you are concerned about how we have handled your personal information, please contact us first so we can try to put it right.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC), which oversees the Privacy Act and the Australian Privacy Principles, at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. When we do, we will post the updated version on this page and change the date below. We encourage you to review it occasionally.