Privacy Policy
At Bridge to Understanding (BTU), we are committed to protecting your privacy and handling your personal information with care, transparency, and respect. We adhere to the Australian Privacy Principles and all relevant legislation to ensure your information is managed ethically and responsibly. We collect only the information necessary to deliver high-quality, individualised services.
This may include contact details, health information, and data needed to support your goals through either NDIS-funded or private services.
All personal information is securely stored and only accessed by authorised staff for the purposes of providing support. We will never share your information without your informed consent, unless required by law (e.g. in cases of risk to safety or mandatory reporting).You have the right to:Access and request corrections to your personal informationAsk how your data is being usedWithdraw your consent to the use or sharing of your information at any timeIf you choose to withdraw consent, we will discuss any implications this may have on the supports we are able to provide, and will do our best to accommodate your preferences while maintaining service quality and safety.If you have any questions or concerns about your privacy or how your information is used, please don’t hesitate to contact us. At BTU, safeguarding your privacy is part of how we earn and maintain your trust.
Feedback & Complaints
At Bridge to Understanding (BTU), we are committed to providing high-quality, person-centred services. We recognise that feedback both positive and constructive, is vital to ensuring we continue to meet the needs of the children, families, and communities we support. We welcome and encourage feedback from clients, families, carers, support coordinators, and other professionals. Whether it’s a compliment, suggestion, concern, or complaint, your input helps us reflect, grow, and improve our practice.
BTU has a clear and confidential process for raising complaints or concerns. We are committed to listening with respect, responding promptly, and resolving issues fairly. Our team will work with you to ensure that your voice is heard, your experience is acknowledged, and appropriate action is taken where needed. You can provide feedback or lodge a complaint in person, over the phone, in writing, or by email. If you need help to do this, we are happy to support you or assist in connecting you with an advocate. Your feedback is an important part of our commitment to continuous improvement and best practice at BTU. Please click on the button below or email lindy@btutas.com.au. You can request a call back if you would prefer to speak via the phone or in person.
About the NDIS Quality and Safeguards Commission
The NDIS Participant Welcome Pack (June 2020) is a comprehensive guide designed to help participants understand their rights, the role of the NDIS Quality and Safeguards Commission (NDIS Commission), and how to access safe, high-quality supports
Your Rights under the NDIS
At Bridge to Understanding (BTU), we believe every person has the right to feel safe, respected, and heard. As an NDIS participant, you’re protected by the NDIS Quality and Safeguards Commission, which oversees the safety and quality of all NDIS-funded services across Australia. Their role is to make sure that providers, like us, are delivering ethical, person-centred care and following important standards. You have the right to choose the services and supports that best meet your needs and to expect high-quality, safe, and respectful treatment at all times. Whether you are self-managed, plan-managed, or NDIA-managed, your rights stay the same.
You can also change providers at any time and are encouraged to speak up if something doesn’t feel right. If you have any concerns or wish to make a complaint, you can talk directly to us or contact the NDIS Commission. They offer support in multiple languages, formats, and communication styles to make sure everyone can have their voice heard. At BTU, we are here to help you navigate your journey and will always support your right to safety, choice, and dignity.