Privacy Policy
Last updated: 15 November 2026
ICAPACITY PTY LTD (ABN 88 667 867 512) is a registered NDIS provider. We follow the Australian Privacy Principles in the Privacy Act 1988. This policy explains what we collect through this website, why, and what you can do about it.
What we collect
- Call-back form: your name, phone number, who you are (participant, family member, professional or other), and anything optional you add: a short question, best time to call, preferred language and topic.
- Question form: your question, how to contact you, and optionally your name, role and preferred language.
- Referral form: your name, role or organisation, phone or email, the participant's first name, the support requested, and optionally the participant's contact details, preferred language and a short message. Please refer someone only with their permission.
- Feedback and complaints form: what you write, and optionally your name, contact details and role. You can stay anonymous.
- Website chat: the messages you type, and the page and language you were on. If you choose to give your name or phone number in the chat, we keep them to call you back.
We don't ask for diagnoses, health details, NDIS numbers or documents on this website. Please don't include them.
Why we collect it
We use your details only to respond to you: to call you back, answer your question, follow up a referral, or look into feedback. We don't sell your information or use it for advertising.
Where it goes
- Form requests are sent to the ICAPACITY team's private Telegram group and to our email inbox (sc@icapacity.com.au). Only ICAPACITY staff can see them.
- Chat messages are handled by an AI assistant run on n8n, using Google's Gemini model. Call-back details given in the chat are saved to a private Google spreadsheet and sent to the same Telegram group.
Telegram, n8n and Google may store or process information on servers outside Australia. By sending a form or using the chat, you agree to this. The chat is an AI assistant, not a person, so please don't share health details or NDIS numbers there.
How long we keep it
We delete a website request after we have been in touch with you, unless you become a client. If you become a client, we keep your records for as long as NDIS rules and Australian law require.
Cookies
We don't use advertising or tracking cookies. The website may save small settings in your browser, such as your display settings or that you closed the chat greeting.
Your rights
You can ask us what information we hold about you, ask us to correct it, or ask us to delete it. Call 0428 403 859 or email sc@icapacity.com.au. We will reply within 30 days.
Complaints about privacy
Please tell us first, by phone or email. If you're not happy with our answer, or we don't reply within 30 days, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au.
Contact
ICAPACITY PTY LTD · 0428 403 859 · sc@icapacity.com.au · Monday to Friday, 9:00 to 17:00