Effective Date: [Insert Date, e.g., May 21, 2026]

At Comfy Australia, we represent a specialized provider of continence and healthcare products. We understand that your privacy is of utmost importance, particularly when dealing with health-related information. We are committed to respecting your privacy and handling your personal information in a responsible and secure manner, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, and store your personal information.

1. Information We Collect

To provide you with the right products and the right support, we may collect various types of personal information, depending on how you interact with us. This information may include:

Personal Information:

  • Contact details: Name, email address, phone number.
  • Delivery information: Physical delivery addresses and billing addresses.
  • Order history: Details of products you have purchased from us in the past.

Sensitive Information (Healthcare and NDIS):

Due to the nature of our products, we may collect sensitive information. We only collect this with your consent and only what is reasonably necessary to supply products that meet your specific needs. This includes:

  • NDIS Details: Participant name, NDIS number, plan dates, and relevant funding details needed for claim processing.
  • Healthcare Information: General information relevant to product supply, such as sizing needs or specific continent requirements (to ensure correct product selection).

We will not collect your health record or medical history unless it is directly required for a specialized product or order, and you have given explicit consent.

2. How We Collect Your Information

We generally collect personal information directly from you when you:

  • Place an order through our website, email, or over the phone.
  • Register an account with us.
  • Submit an enquiry or contact us for support.
  • Interact with us regarding NDIS funding.

In some circumstances, we may collect information from third parties with your consent, such as from your NDIS plan manager or support coordinator.

3. How We Use Your Information

We use your personal information primarily to operate our business and provide you with excellent service. Key purposes include:

  • Order Fulfillment: processing your orders, arranging delivery, and communicating with you about your order status.
  • NDIS/Funding Processing: liaising with plan managers, support coordinators, or the NDIA to secure funding for your products.
  • Customer Support: addressing your enquiries, providing product guidance, and resolving any issues.
  • Internal record keeping: managing your account and order history.

4. How We Share Your Information

We do not sell or rent your personal information to third parties. We will only share your information with trusted partners where reasonably required to process your order or secure funding.

Information may be shared with:

  • Couriers and Freight Partners: To deliver your products (sharing name, address, and contact number).
  • NDIS Plan Managers and Support Coordinators: Where required to facilitate payment and funding approval.
  • Healthcare Providers: If authorized by you, to ensure we supply products that match a professional recommendation.

We ensure that any third parties we share information with are also obligated to protect your privacy.

5. Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, and loss, as well as unauthorized access, modification, or disclosure. We hold your information in secure electronic databases and, where necessary, secure physical files.

We destroy or de-identify personal information when it is no longer needed for its original purpose or legal obligations.

6. Access and Correction

You have the right to request access to the personal information we hold about you and to request corrections if you believe the information is inaccurate, out-of-date, incomplete, irrelevant, or misleading.

To request access or correction, please contact our Privacy Officer using the details below. We will respond to your request within a reasonable period.

7. Making a Complaint

If you have a complaint about how we have handled your personal information or believe we have breached the Australian Privacy Principles, please contact us. We take all complaints seriously and will investigate and respond to your concerns as soon as possible.

If you are not satisfied with our response, you can make a complaint to the Office of the Australian Information Commissioner (OAIC).

8. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact our Privacy Officer:

  • Email: privacy@comfyaustralia.com.au