Privacy Policy

Effective Date: 28 July 2026

1. Introduction

Welcome to AngelGuided Support Services (AGSS).

AngelGuided Support Services (“AGSS”, “we”, “our”, or “us”) is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you:

• visit our website;

• contact us by phone, email or WhatsApp;

• complete an enquiry form;

• request information about our services; or

• receive services from AGSS.

  AGSS is committed to handling personal information responsibly and, where applicable, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

  2. Who We Are

  AngelGuided Support Services (AGSS)

  Brisbane, Queensland, Australia

  Email: agss.care.au@gmail.com

  Phone: 0412 316 717

3. What Personal Information We Collect

Depending on your interaction with us, we may collect personal information including:

• your name;

• telephone number;

• email address;

• postal address;

• emergency contact details (where applicable);

• information about the support services you require;

• information you provide during enquiries or consultations;

• communications between you and AGSS; and

• any other information you voluntarily provide.

Where reasonably necessary to deliver those services safely and appropriately.

support services are provided, additional information may be collected where.

4. How We Collect Personal Information

AGSS collects personal information directly from you when you:

• complete a contact form on our website;

• contact us by telephone;

• send us an email;

• contact us via WhatsApp;

• participate in a Meet & Greet;

• request information or a quotation for services; or

• engage AGSS to provide support services.

  Where permitted by law and with appropriate authority, AGSS may also collect relevant personal information from family members, legal guardians, support coordinators, plan managers, healthcare professionals or other authorised representatives where reasonably necessary to provide safe and appropriate services.

  AGSS will only collect personal information that is reasonably necessary for the purposes described in this Privacy Policy or as otherwise required or authorised by law.

5. How We Use Personal Information

AGSS uses personal information only where reasonably necessary to operate the business and provide safe, professional and person-centred support services.

Personal information may be used to:

• respond to enquiries and requests for information;

• arrange Meet & Greets and consultations;

• assess whether AGSS is able to provide appropriate support;

• deliver requested support services;

• communicate regarding appointments, schedules and services;

• prepare service agreements and related documentation;

• issue invoices and manage payments where applicable;

• comply with legal and regulatory obligations; and

• improve the quality, safety and effectiveness of our services.

  AGSS will not use personal information for purposes unrelated to the services provided unless required or authorised by law or with your consent.

  6. Disclosure of Personal Information

  AGSS respects your privacy and will only disclose personal information where reasonably necessary.

  Personal information may be disclosed to:

• you or your authorised representative;

• family members where authorised by you;

• plan managers or support coordinators where applicable;

• government agencies where required by law;

• professional advisers (such as accountants or legal advisers);

• information technology providers who assist with operating our website or

  business systems; and

• other organisations where disclosure is authorised by you or required by law.

AGSS does not sell, rent or trade personal information to third parties.

7. Website Forms and Communications

When you complete an enquiry form, contact AGSS by email, telephone or WhatsApp, the information you provide will be used solely for the purpose of responding to your enquiry, discussing potential services or providing requested support.

Please avoid sending sensitive personal or medical information through unsecured communication channels unless requested.

Where more detailed information is required to safely provide services, AGSS will explain what information is needed and why.

8. Security of Personal Information

AGSS takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Reasonable security measures may include:

• password-protected systems;

• secure electronic storage;

• restricted access to personal information;

• secure business devices; and

• appropriate administrative safeguards.

  While AGSS takes reasonable steps to protect personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.

  9. Privacy Complaints

  If you believe that AGSS has not handled your personal information in accordance with this Privacy Policy or applicable Australian privacy laws, you may make a privacy complaint by contacting AGSS using the contact details provided below.

  AGSS will acknowledge your complaint as soon as reasonably practicable and will investigate the matter fairly and in accordance with applicable privacy obligations.

AGSS aims to respond to privacy complaints within a reasonable timeframe. Where additional

AGSS aims to respond to privacy complaints within a reasonable timeframe. Where additional time is required due to the complexity of the matter, you will be informed.

If you are not satisfied with AGSS’s response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC), which is Australia’s independent regulator for privacy matters.
Further information is available at www.oaic.gov.au.

10. Accessing and Correcting Your Personal Information

You may request access to the personal information AGSS holds about you or request correction of inaccurate, incomplete or out-of-date information.

AGSS may need to verify your identity before providing access or making corrections. Requests will be handled in accordance with applicable Australian privacy laws.
Where access cannot be provided, AGSS will explain the reasons where required by law.

11. Retention of Personal Information

AGSS retains personal information only for as long as reasonably necessary to:

• provide services;

• comply with legal obligations;

• maintain appropriate business records;

• resolve disputes; and

• protect the legitimate interests of AGSS where permitted by law.

When information is no longer required, reasonable steps will be taken to securely destroy or permanently de-identify it unless retention is required by law.

12. Overseas Disclosure of Personal Information

AGSS is based in Australia and does not intentionally disclose personal information to overseas recipients.

However, AGSS may use reputable third-party technology providers to support the operation of its website, email services, cloud storage or other business systems. As a result, personal

its website, email services, cloud storage or other business systems. As a result, personal information may be processed or stored on servers located outside Australia.

Where this occurs, AGSS takes reasonable steps to ensure that service providers maintain appropriate privacy and security standards consistent with applicable Australian privacy laws.

13. Third-Party Service Providers

To assist in operating the business and providing services, AGSS may engage carefully selected third-party service providers.

These providers may assist with:

• website hosting and maintenance;

• website enquiry forms;

• email services;

• cloud-based document storage;

• information technology support;

• accounting or bookkeeping services; and

• other business support services.

  Third-party providers are only given access to personal information where reasonably necessary to perform their services for AGSS and are expected to protect that information appropriately.

  14. Cookies and Website Analytics

  The AGSS website may use cookies and similar technologies to improve website functionality, monitor website performance and better understand how visitors use the website.

  Information collected through cookies or analytics tools may include:

  • browser type;

  • device type;

  • operating system;

  • pages viewed;

  • date and time of visits;

  • referring websites; and

  • general website usage information.

This information is generally collected in an aggregated or de-identified form and is not ordinarily

used to identify individual visitors.

Users can manage or disable cookies through their web browser settings; however, some website features may not function as intended if cookies are disabled.

15. Changes to this Privacy Policy

AGSS may amend this Privacy Policy from time to time to reflect changes in legislation, regulatory requirements, technology or business practices.

The updated version will be published on this website together with the revised effective date.

Your continued use of the AGSS website after changes are published constitutes acceptance of the updated Privacy Policy, to the extent permitted by law.

16. Children’s Privacy

AGSS does not knowingly collect personal information directly from children through this website without the involvement of a parent, guardian or authorised representative.

Where services are provided to a child, personal information will be collected and managed in accordance with applicable Australian laws and with the consent or authority of the appropriate parent, guardian or authorised representative, where required.

17. Contact Us

If you have any questions about this Privacy Policy, wish to access or correct your personal information, or would like to make a privacy complaint, please contact:

AngelGuided Support Services (AGSS)

Phone: 0412 316 717

Email: agss.care.au@gmail.com

Brisbane, Queensland, Australia