*Important: Items marked as NDIS eligible may not be covered under your individual plan. If you’re unsure, check with your plan manager or the NDIS before purchasing. Care Access (Plan Access) and our vendors can’t guarantee item eligibility or funding.
*Important: Items marked as NDIS eligible may not be covered under your individual plan. If you’re unsure, check with your plan manager or the NDIS before purchasing. Care Access (Plan Access) and our vendors can’t guarantee item eligibility or funding.
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Privacy Policy

Introduction

Care Access Pty Ltd (trading as Plan Access) ("we", "us", or "our") is committed to protecting the privacy of individuals and complies with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the NDIS Practice Standards, and relevant DVS regulations. This Privacy Policy outlines how we collect, use, disclose, and secure your personal information and sensitive data, including through the use of the Document Verification Service (DVS).

1. What Personal Information We Collect and Hold

We may collect and hold a range of personal information to verify your identity and process your purchases, including:

  • Full name
  • Proof of address
  • Phone numbers
  • Email address
  • Proof of identity:
    • Australian Driver Licence
    • Australian Government-issued ID
    • International Passport
  • NDIS Participant Number
  • Date of birth

This information is collected when you:

  • Register or create an account
  • Make a purchase
  • Communicate with us or provide feedback

2. Use of the Document Verification Service (DVS)

We use the Document Verification Service (DVS) to verify your identity by matching the details on your identity documents against official government records. The DVS also confirms that the documents are valid and not expired or cancelled.

You cannot deal with us anonymously or using a pseudonym. This is because it is impractical and, in many cases, not legally permissible for us to transact with individuals who are not properly identified. Identity verification is a requirement under both internal risk controls and relevant laws.

3. Sensitive Information and Informed Consent

We collect sensitive information solely for:

  • Verifying your eligibility for NDIS-funded product purchases
  • Ensuring compliance with regulatory and funding requirements

We only collect this information with your informed consent, which means:

  • You are aware of what information is collected and why
  • You understand how it will be used and stored
  • You may withdraw your consent at any time

Where applicable, consent may be provided by a legal guardian or nominated representative.

4. How We Use Your Personal Information

We use your personal and sensitive information for the following purposes:

  • Identity verification using DVS
  • Processing product orders and deliveries
  • Managing transactions and invoices
  • Communicating with you about purchases and platform updates
  • Internal reporting and compliance auditing
  • Maintaining platform security and fraud prevention
  • Statistical and de-identified data analysis for platform improvement

We do not use your information to provide services, as we are a product-only marketplace.

5. Disclosure of Personal Information

We may share your information with:

  • Third-party sellers and delivery providers (limited to what’s necessary to complete your transaction)
  • Payment and identity verification providers
  • IT and data security partners
  • Relevant government agencies, when required by law

We do not sell or rent personal information to any third parties.

6. Direct Marketing

With your consent, we may use your information to send you promotional offers, platform news, or product updates. You can unsubscribe from marketing communications at any time using the provided link or by contacting us.

7. Security of Personal Information

We take reasonable steps to protect your personal information against:

  • Unauthorised access or disclosure
  • Misuse or interference
  • Loss or corruption

We use encryption, secure servers, firewalls, and other safeguards to ensure data security. We also comply with Cyber Security Australia standards. Data that is no longer needed is securely deleted or de-identified.

8. Access, Corrections, and Complaints

You have the right to:

  • Request access to your personal information
  • Correct any inaccurate or outdated information
  • Lodge a complaint if you believe your privacy has been breached

To do so, contact:

We aim to resolve all complaints within 30 days.

9. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website. Changes take effect when published.