National Assistance Card Privacy Policy

Privacy and the National Assistance Card Service

This National Assistance Card Service Privacy Policy:

• recognises that every person using the Service has the right to privacy, dignity and confidentiality and that services will be delivered in away that upholds and promotes these rights.
• sets out the National Assistance Card Service's commitment to protecting the privacy of any personal information that is collected through the National Assistance Card website -www.nationalassistancecard.com.au - or that is provided directly by you.
• explains how the National Assistance Card Service collects, uses, discloses and otherwise handles personal information in accordance with the National Privacy Principles (NPPs) which are contained in the Privacy Act 1988 (Cth) (Privacy Act).
• guides staff and volunteers in their actions and attitudes and further recognises that the National Assistance Card Service is bound by the National Privacy Principles.
• meets our obligations under the National Privacy Principles and provides how to make complaints about breaches of this policy.

For the purposes of this policy, ‘personal information’ means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Please read this Privacy Policy carefully. If you provide the National Assistance Card Service with any personal information, it will be assumed that you have read and accepted this Privacy Policy.

If you have any questions or feedback about this policy or the way in which the National Assistance Card handles personal information you can contact us on the details below.

What personal information do we collect?

• Applicants and cardholders: We collect your name, date of birth, contact details, photo, information about your disability or health condition relevant to eligibility and nominated contact person details.

• External stakeholders: We collect your name, contact details, organisation and role.

• Governance groups and workshop participants: We collect your name, contact details, organisation, and payment and dietary/accessibility requirements (if relevant).

• Evaluation surveys: We collect your name, basic demographics (e.g., age, sex, postcode), organisation (if relevant), contact details and survey responses.  

• Payment details: Your credit/debit card details are stored securely through Stripe/PayPal for applicants should a refund be required.  

• Enquiries: We collect your name, contact details, information about your circumstances, and details of your enquiry.

• Staff, volunteers, and contractors: We collect your personal and employment-related information necessary for HR and compliance purposes.

• Complaints: We collect your name, contact details, details of complaint, information collected in any investigation and details of the resolution.

Why do we collect personal information?

We collect personal information to:

• check eligibility and issue National Assistance Cards
• communicate with applicants and cardholders
• send updates or replacement Cards when needed
• evaluate and improve the program
• meet funding, audit and legal reporting requirements (using de-identified data where possible)
• manage donations, training and engagement with stakeholders.

Sensitive information

Sensitive information (e.g., health, disability, or mental-health details) is collected only when:

• it is necessary to assess eligibility for a Card, and

• the person (or their authorised representative) has given informed consent.

How do we collect information?

Personal information may be collected:

• directly from the individual (via online application portal, email, post, or phone)
• from an authorised representative or referrer (with consent)
• at National Assistance Card events or training sessions

How do we protect personal information?

We store personal information securely in electronic and, where required, physical form.

• Electronic data are held on secure servers with restricted access, encryption, and password protection.

• Hardcopy documents are scanned to secure digital systems and then destroyed or returned.

• Physical copies (where retention is necessary) are stored in locked facilities with restricted access.

• Staff and contractors must follow all NAC privacy, confidentiality, and data-handling policies.

Disclosure of personal information

We will not disclose personal information without informed consent, except in the following circumstances:

• Where the disclosure is required or authorised by law.

• Where we reasonably believe that the disclosure is necessary to protect the safety, welfare or wellbeing of a child or young person, or in response to a lawful order or investigation.

• To our contractors and system administrators who assist us with the online portal, printing or issuing Cards, or other elements of the program. These contractors are bound by confidentiality obligations and must comply with this policy, the Privacy Act 1988 (Cth) and the Personal Information Protection Act 2004 (Tas) and relevant Australian Privacy Principles.  

• Where we disclose data in a de-identified format for reporting, funding, audit, research or program improvement purposes. This means individuals cannot be identified or re-identified.

• In any other circumstance where disclosure is otherwise permitted by the Privacy Act 1988 and applicable state privacy legislation.

Access and correction to personal information

You can request access to, or correction of, your personal information by contacting the National Assistance Card program. We will check your identity and handle your request within a reasonable time (usually within 30 days). If your request is refused, we will explain why and tell you how to appeal the decision.

Direct Marketing

The National Assistance Card program does not sell, rent, or exchange personal information. You can unsubscribe any promotional communications at any time.

Privacy and minors

When an applicant is under 16 years of age, the National Assistance Card program will:

• seek consent from a parent or legal guardian.

• communicate primarily with the guardian unless the young person requests otherwise and it is appropriate.

Data breach and incident response

Any suspected or actual data breach must be reported immediately to the National Assistance Card Program Manager or BIAT Executive Officer. If a breach is likely to cause serious harm, affected individuals and the Office of the Australian Information Commissioner (OAIC) will be notified in accordance with the Notifiable Data Breaches scheme.

Third party websites

Links to third party websites are provided for your convenience. These websites are not operated or controlled by the National Assistance Card Service, and we are not responsible for the privacy or security practices of those websites. Third party websites should have their own privacy and security policies, which we encourage you to read before sharing any personal information.

Complaints

Privacy complaints can be made in writing to the National Assistance Card Program Manager. You can also submit a complaint through the BIAT website, or to the Executive Officer or the Chair of the BIAT Board.

All complaints are handled under the NAC Complaints Policy and BIAT’s organisational complaints policy. If you are not satisfied with the outcome, you can contact the Office of the Australian Information Commissioner (OAIC).

Contact Us

Program Manager – National Assistance Card

Brain Injury Association of Tasmania PO Box 4580,

Bathurst Street Post Office, Hobart TAS 7000

Email: pm@nationalassistancecard.com.au

Freecall: 1300 680 045

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The Brain Injury Association of Tasmania - ABN: 42 686820 819 - is the owner of the National Assistance Card Service.  

Last update: Feburary 2026

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