Greenway Plan Management Pty Ltd (ABN 99 695 981 036) Effective date: May 2026 Last updated: May 2026
Our commitment to your privacy
At Greenway Plan Management, we understand that you're trusting us with some of your most personal information. We take that responsibility seriously.
This Privacy Policy explains what information we collect, why we collect it, how we use it, and your rights in relation to it. We are committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
If you have any questions about this policy or how we handle your information, please get in touch at hello@greenwayplans.com.au.
1. Who this policy applies to
This policy applies to:
- Participants — people with an NDIS plan who use Greenway for plan management
- Nominees and representatives — family members, carers, or legal guardians acting on behalf of a participant
- Support coordinators and Local Area Coordinators (LACs) — professionals who refer or work with participants
- Service providers — businesses and individuals who submit invoices through Greenway
- Website visitors — anyone browsing greenwayplans.com.au
2. What information we collect
Personal information
Personal information is any information that identifies you, or from which your identity could reasonably be determined. We may collect:
- Full name, date of birth, and contact details (address, phone, email)
- NDIS participant number and plan details
- Bank account details (for providers receiving payments)
- Communication records — emails, messages, and notes from calls or meetings
Sensitive information
Because of the nature of NDIS plan management, we may also collect sensitive information, including:
- Health and disability information — necessary to understand your NDIS plan, support needs, and funding categories
- Financial information — to process invoices, manage budgets, and claim from the NDIA on your behalf
We will only collect sensitive information with your consent, or where required or authorised by law.
Dashboard and platform information
If you access the Greenway participant portal or dashboard, we may collect:
- Login credentials and account activity
- Session data and usage information (e.g. pages visited, features used)
- Invoice and budget data you submit or that is submitted on your behalf
This information is used to deliver and improve the platform experience.
Website information
When you visit greenwayplans.com.au, we may automatically collect:
- IP address and browser type
- Pages visited and time spent on the site
- Referral source (how you arrived at our site)
This data is collected in aggregate and is generally not linked to your identity.
3. How we collect your information
We collect information:
- Directly from you — when you complete an onboarding form, contact us, or use our platform
- From your representative — a family member, carer, or support coordinator acting on your behalf
- From the NDIA — plan and funding information relevant to managing your NDIS budget
- From service providers — when providers submit invoices for your supports
- Via our website — through contact forms, enquiries, and standard web analytics
We will always aim to be clear about what we're collecting and why.
4. Why we collect and use your information
We use your information to:
- Provide plan management services — processing invoices, claiming from the NDIA, and managing your NDIS budget
- Communicate with you — responding to enquiries, sending account updates, and keeping you informed about your plan
- Operate and improve our platform — ensuring the dashboard and tools work as intended
- Meet our legal and compliance obligations — including obligations to the NDIA, the NDIS Quality and Safeguards Commission, and the ATO
- Respond to incidents — investigating any concerns, complaints, or safeguarding matters
We do not use your information for unrelated marketing purposes without your consent.
5. Who we share your information with
We will not share your personal or sensitive information with third parties unless:
- You have given us consent to do so
- It is necessary to provide our services (e.g. sharing invoice details with the NDIA to process a claim)
- We are required or authorised to do so by law, a court order, or a regulatory authority (including the NDIA or NDIS Quality and Safeguards Commission)
- It is necessary to prevent a serious and imminent threat to health or safety
The types of third parties we may share information with include:
- The National Disability Insurance Agency (NDIA) — to process claims and manage your plan
- The NDIS Quality and Safeguards Commission — where required by law or for mandatory reporting
- Service providers — confirmation of payment or payment status relating to their invoices
- Our software and technology providers — who assist us in delivering our services and are bound by confidentiality obligations
We do not sell your personal information to any third party.
6. Data storage and security
Your information is stored securely on servers located in Australia.
We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification, or disclosure. These steps include:
- Secure, encrypted data storage
- Role-based access controls — only staff who need access to your information to do their work can access it
- Secure login and authentication for our platform
While we take every reasonable precaution, no internet transmission or storage system is completely secure. If you have concerns about the security of information you've sent us, please contact us.
If you use the Greenway participant portal, you are responsible for keeping your login credentials confidential. Please contact us immediately if you believe your account has been compromised.
We retain your information for as long as necessary to provide our services and meet our legal obligations. When information is no longer needed, we will securely destroy or de-identify it.
7. Your rights
You have the right to:
- Access the personal information we hold about you
- Request corrections if the information is inaccurate, out of date, incomplete, or misleading
- Withdraw consent for uses of your information that are based on consent (where this does not affect our ability to provide services)
To exercise any of these rights, contact us at hello@greenwayplans.com.au. We will respond within a reasonable timeframe and at no charge.
In some circumstances, we may be unable to provide access — for example, where doing so would reveal information about another person or where we are restricted by law. If this occurs, we will explain why.
8. Cookies and website tracking
Our website uses cookies and similar technologies to understand how visitors use the site and to improve your experience. Cookies are small files stored on your device.
We use cookies to:
- Measure website traffic and understand visitor behaviour
- Improve site content and navigation
- Support contact and enquiry forms
You can disable cookies through your browser settings. Some features of the website may not function as intended if cookies are turned off.
We do not use cookies to identify you personally without your knowledge.
9. Links to other websites
Our website may include links to third-party websites. We are not responsible for the privacy practices or content of those sites. We encourage you to read their privacy policies before providing any personal information.
10. Complaints and concerns
If you have a concern or complaint about how we have handled your personal information, please contact us first:
Greenway Plan Management hello@greenwayplans.com.au greenwayplans.com.au
We will acknowledge your complaint promptly and work with you to resolve it.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
- Website: oaic.gov.au
- Phone: 1300 363 992
11. Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be available on our website at greenwayplans.com.au. We encourage you to review it periodically.
If we make material changes, we will notify participants directly where we have contact details on file.
Greenway Plan Management Pty Ltd — ABN 99 695 981 036 NDIS Registered Plan Manager