Our Policies

Indigo is committed to respecting your privacy by complying with our obligations under the Privacy Act 1988, including the Australian Privacy Principles (APPs).

Privacy Collection Statement

This Privacy Collection Statement applies to the collection of personal information from customers of Indigo Australasia Incorporated. This statement outlines our approach to handling your personal information and sets out your rights to seek access to and correction of your personal information and your right to complain if you think your privacy has been breached.

By agreeing to receive services from Indigo you consent to the collection, use and storage of your information as defined in this Privacy Collection statement.

Why do we collect your personal information?

Indigo collects, holds, uses and discloses personal information for a number of purposes including:

to help you receive the right care and services for your needs;
managing our business including quality assurance and record keeping purposes;
to evaluate and improve our services, including managing complaints and incidents;
to meet our contractual obligations and legislation requirements;
to inform you of our services that may be of interest to you; and
for account and billing purposes.

If you are not able to provide us with the personal information we have requested, this may prevent us from being able to assist you fully or provide you with the care and services you are seeking from our organisation.

How do we collect your personal information?

Personal information is collected in various ways; by telephone, face to face, through our website and online forms, emails and online portals.

Wherever possible Indigo will collect your personal information directly from you. Sometimes it may be necessary for us to collect your personal information from a third party who is legally permitted to disclose it to us (for example, your carer, family member, allied health professional or general practitioner). If this occurs, we will take reasonable steps to make sure you are aware of the purpose for which the information was obtained and how it will be used and disclosed. Other care providers may also share your personal information with us when they refer you to us for service.

All Indigo client records are contained within our client management system and are stored within Australia.

Sharing your personal information

Indigo respects your privacy and we will take reasonable steps to keep your personal information strictly confidential. Indigo employees will not disclose your personal information with a third party, without your consent.

Sometimes we may need to share your personal information with other organisations to provide you with the appropriate care, or to meet legislative requirement, including:

other health professionals involved in your care including prescribers of any equipment you may require;
equipment suppliers for the purpose of providing you with goods and services;
government and regulatory bodies; and
advisors such as auditors and credit agencies.

We will never share or sell your personal information for commercial use.

Research and Quality

As part of our commitment to continuous improvement, we regularly review, trial and evaluate new products, services and models of care. To do this we may share your de-identified service information with our research and quality partners. We may also invite you to participate in satisfaction surveys and studies that examine care outcomes. This will help us to continually improve our services and ensure we are providing evidence-based, high-quality services and care.

Privacy Questions and Complaints

If you wish to access your personal information or you believe the information Indigo has about you is inaccurate, not up-to-date, incomplete, irrelevant or misleading, please contact us via one of the methods listed below.

If you believe we have not handled your personal information in accordance with the Privacy Act 1998, Australian Privacy Principles and wish to make a complaint or have any questions about how we collect, use or store your personal information, please contact us via one of the below methods:

Email: quality@indigo.org.au
Phone: 1300 885 886 or (08) 93810600

You can also contact one of the below external bodies for support:

Aged Care Complaints Commissioner

Phone: 1800 550 552
Website: www.myagedcare.gov.au

The Officer of Australian Information Commissioner

Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au

Our Privacy Policy provides more detail on how we manage your personal information.

Our Support Services and Pricing

Indigo’s service prices are set in accordance with applicable regulatory guidelines. Prices may change if these guidelines are updated during the period of a Service Agreement.

All support services are GST inclusive (where applicable) and include the cost of providing the support services. Any additional expenses are your responsibility and are not included in the cost of the support services provided by Indigo.

Indigo will charge you (the client) for the following items:

Face-to-face meeting or appointment: This may be directly by the therapist with yourself or may involve building the capacity of your support network.
Travel: Time taken for the therapist to travel to a meeting or appointment with the client, subject to a maximum duration as specified in individual service agreements. Special considerations may apply for remote areas.
Non-face-to-face support provision: This includes communications, report writing, research, and creation of tailored resources relating to the client's needs.

Indigo will not charge for:

Developing this service agreement.
Entering or amending your details into our systems.
Making service time changes.
Ongoing plan monitoring.
Completing a quoting tool.
Making service bookings and payment claims.

Cancellation policies, including any applicable fees, are outlined in individual service agreements. Notice of cancellation should be provided by telephone or email as specified in the individual service agreement.

Invoicing and Funds Management

All invoices are to be paid in full within the timeframe specified in the individual service agreement.

Additional Responsibilities

Indigo agrees to:

Provide support services that meet your needs at agreed times and dates.
Communicate openly and honestly with you.
Always treat you with courtesy and respect.
Consult with you on decisions about how support services will be provided.
Give you information about managing any complaints or disagreements.
Protect your privacy and confidential information.
Give you at least 24 hours’ notice if Indigo needs to change a scheduled appointment. Sometimes this may not be possible where employees are sick; however, we will aim to have your appointment covered by another qualified staff member or discuss what will work best for you.
Give you the required notice if Indigo needs to end your Service Agreement.
Provide support services in a manner that is consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013, the NDIS Code of Conduct, NDIS Practice Standards and the Australian Consumer Law.
Keep accurate records of the support services provided.
Issue regular invoices and where requested, statements of the support services that have been delivered to you.
Listen to your feedback and resolve any problems quickly.

The client agrees to:

Inform Indigo about how you wish the support services to be delivered to meet your needs.
Treat Indigo staff with courtesy and respect.
Communicate any concerns about the support services being provided.
Provide the required notice if you need to end your Service Agreement.
Notify Indigo immediately of any changes to their plan, including changes to plan managers or support coordinators, plan extensions, or termination of plan participation.

Client Contribution Policy

Indigo's Client Contribution Policy provides guidance to clients on fee expectations within the Commonwealth Home Support Programme (CHSP) services provided by Indigo Australasia Incorporated (Indigo).

This policy applies to clients receiving services delivered under the CHSP. The services currently provided
are Allied Health, Home Modifications, and Goods, Equipment and Assistive Technology (GEAT).

Indigo adheres to a principles-based approach to the charging, collecting, and reporting of client contributions, ensuring those who can afford to contribute to the cost of their care do so, whilst protecting those most vulnerable.

Principles

The CHSP Client Contribution Policy is guided by the following principles:

Consistency – All clients who can afford to contribute to the cost of their care should do so.
Client contributions should not exceed the actual cost of the service provision.
Transparency – The client contribution policy will include information in an accessible format
and be publicly available on the website, given to clients prior to service and explained to all
new and existing clients.
Hardship – The client contribution policy will include arrangements for those who are unable
to pay the requested contribution.
Reporting – Indigo will report the total dollar amount collected from client contributions as
per the requirements of the grant agreement.
Fairness – The client’s capacity to pay will be considered and should not exceed the actual
cost to deliver the service. The client contribution policy takes into account partnered clients,
clients in receipt of compensation payments and bundling of services.
Sustainability – The revenue from client contributions will be used to support ongoing
service delivery and expand the services Indigo are currently funded to deliver.

To find out more about the Commonwealth Government CHSP Client contribution framework, click here.

Client Feedback Management

Our clients are at the heart of everything we do. We are committed to providing high-quality, person-centred support and continuously improving our services. To help us achieve this, we encourage you to share any feedback or concerns.

Your feedback is valuable and will help us improve. You can share your thoughts confidentially, and we will ensure your identity is protected. Even if you choose to remain anonymous, we will address your feedback as much as possible based on the information you provide.

Should you raise a concern with us and feel that our response does not adequately address the issue, we understand and respect your right to seek further assistance. Depending on the type of services you receive, the following independent bodies are available to you:

If you raise a matter with us and are not satisfied with our response, you are welcome to contact the Aged Care Quality and Safety Commission if you are receiving government funded aged care services. For more information visit: Complaints & concerns | Aged Care Quality and Safety Commission.
If you are receiving NDIS funded services, you can raise any complaints or concerns with the National Disability Insurance Scheme Quality and Safeguards Commission. For more information visit: Complaints | NDIS Quality and Safeguards Commission.

Further details regarding the management of your feedback can be found within our comprehensive Client Feedback Management Policy .

All material on the website, including text, graphics, information architecture, and coding, is subject to copyright. Material may be reproduced for personal and non-commercial purposes, or as permitted by law, provided the reproduction is unaltered, shows the date of first publication, and includes an attribution source.

For any other use, prior written permission is required. Contact: marketing@indigo.org.au

Linking to the Indigo website

Hyperlinks to the website are encouraged under the following conditions:

Hyperlinks must not infringe Indigo's rights or be used for commercial promotion.
Links should clearly show Indigo's URL and not create frames or use visual altering tools.
Direct linking to PDFs is prohibited; links should be to web pages with the clear URL displayed.

Notify Indigo of created links via marketing@indigo.org.au

Disclaimers

Information on the site is provided on an “as is” and “as available” basis. Indigo does not guarantee the accuracy or completeness of the information and may update the site without notice. Indigo reserves the right to alter, limit, or discontinue parts of the site at its discretion. For site security, software programs monitor network traffic to detect unauthorized changes or security breaches.

Indigo logo

Indigo encourages partners, media and other institutions to use its logo when linking or referring to Indigo. To receive graphic files and user’s guide, please send your request to marketing@indigo.org.au

All Indigo logo reproduction must respect the current rules for use and Indigo’s corporate identity. Only the most recent version of the Indigo logo should be used.

If you wish to use the Indigo logo in association with events or publications in a way that implies endorsement, partnership or authorship, you must obtain our written permission and agreement on how the logo will be used. If permission is granted, it is only granted for the specific event/product requested; usage with another event/product requires a new request. Please send your request to marketing@indigo.org.au

Indigo aims to offer a website that is accessible to people of all ages, ethnicities, and abilities.

If you have any suggestions or feedback about the accessibility of the site, please email quality@indigo.org.au or call (08) 9381 0600.

With this in mind this site has been designed to align with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standards as recommended by the World Wide Web Consortium (W3C) and Australian Government.

We would like to know if anything on this site is not accessible. Please contact us if you have feedback about using the site, or ideas to improve the experience.

Accessibility Features

There are many factors which make up an accessible website including colours used, text, layout and images. We endeavoured to cater for all devices with a responsive design, which displays clearly across tablets, laptops, personal computers and smartphones.

Personalise your Experience

To make web browsing easier, you can make simple adjustments to the font size using your browser or use keyboard shortcuts to change the colour contrast.

Increase text size using your browser:

Microsoft Windows users:

Internet Explorer 9: Either follow the cog icon (settings icon) menu and select the ‘Zoom’ option or for keyboard users hold ‘Ctrl’ and press the ‘+’ (plus) or ‘-’ (minus) keys.
Firefox : You must display the standard menus then follow the ‘View’ menu and select the ‘Zoom’ option or for keyboard users hold ‘Ctrl’ and press the ‘+’ (plus) or ‘-’ (minus) keys.

Mac / OSX users:

Safari : Either follow the ‘View’ menu and select ‘Zoom In’ or ‘Zoom Out’ or for keyboard users hold ‘Cmd’ and press the ‘+’ (plus) or ‘-’ (minus) keys.

Change the Colour Contrast:

To turn on your computer’s screen colour contrast use the following keyboard shortcuts:

Microsoft Windows users:

Press the ‘Alt’ + left ‘shift’ + ‘PRINT SCREEN’ keys together to open the dialogue box. Select ‘YES’ to turn on High Contrast.

Mac / OSX users:

Press the ‘Cmd’ + ‘Ctrl’ + ‘Alt’ + ‘8’ keys to invert the colours of your screen.
Note: This function will not work until you go to System Preferences > Keyboard > Shortcuts > Accessibility and tick the “Invert Colours” box.)

Our policies set out how we keep your personal information private, our terms and conditions, how material on our website should be used, and how we make our website accessible for everyone.