Ignite Therapeutic Solutions Pty Ltd
ABN: 35688325886
Last reviewed: 21/07/2026

1. Purpose

Ignite Therapeutic Solutions Pty Ltd respects your privacy and is committed to protecting the personal information entrusted to us.

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

• purchase, hire or trial assistive technology or mobility equipment;
• arrange equipment delivery, collection, servicing, repairs or maintenance;
• visit our store or website;
• request a quote or make an enquiry;
• make a complaint or provide feedback;
• communicate with us as a customer, participant, family member, nominee, support coordinator, plan manager, supplier or other representative; or
• otherwise interact with our equipment business.

We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable laws.

2. Information we collect

The personal information we collect will depend on your interaction with us. It may include:

• your name, date of birth and contact details;
• your residential, billing and delivery addresses;
• details of your nominee, guardian, family member or authorised representative;
• payment, transaction, invoicing and refund information;
• NDIS participant number, plan dates and funding management arrangements;
• plan manager, support coordinator, provider or funding body details;
• aged-care, insurance or other funding information;
• information about products you have purchased, hired, trialled, returned or enquired about;
• delivery, collection, servicing, maintenance, repair and warranty records;
• equipment serial numbers and asset identification details;
• correspondence, enquiries, complaints and feedback;
• photographs of equipment, damage or the delivery environment;
• website usage information, including your IP address, browser type and pages visited; and
• any other information reasonably required to supply or manage equipment.

We will only collect information that is reasonably necessary for our business activities.

3. Health and disability information

In some circumstances, we may need to collect limited health, disability or functional information to:

• help identify potentially suitable equipment options;
• arrange an appropriate equipment trial;
• identify relevant safety considerations;
• confirm sizing, weight capacity or accessibility requirements;
• process an order through the NDIS, aged care, insurance or another funding body;
• manage equipment-related incidents or product safety concerns; or
• communicate relevant requirements to a supplier, technician or delivery provider.

Examples may include information about your mobility, transfers, body measurements, pressure care requirements, communication needs, weight-bearing capacity or home access.

We will generally collect sensitive information with your consent or the consent of your authorised representative. We will only collect the information reasonably required for the relevant transaction or service.

Our retail employees do not provide clinical assessments or advice unless this has been expressly arranged through our occupational therapy service. Information provided by equipment staff is general product information and does not replace advice from an appropriately qualified health professional.

4. How we collect information

We may collect information:

• directly from you in person, by telephone, email, online form or through our website;
• when you request a quote, place an order or enter into a hire agreement;
• during an equipment demonstration, trial, delivery, collection, service or repair;
• from your nominee, guardian or authorised representative;
• from your support coordinator, plan manager, healthcare professional, aged-care provider, insurer or funding body;
• from equipment manufacturers, suppliers, technicians and delivery providers;
• through payment, accounting and customer management systems; or
• from publicly available sources where appropriate.

Where reasonable and practicable, we will collect information directly from you.

If someone provides information to us on your behalf, we will take reasonable steps to confirm that they are authorised to do so where this is necessary.

5. How we use your information

We may use personal information to:

• respond to enquiries and recommend relevant product options;
• prepare quotes and process orders;
• arrange equipment demonstrations and trials;
• manage equipment hire agreements;
• arrange delivery, installation, collection, repair and servicing;
• process payments, invoices, refunds and funding claims;
• communicate with plan managers, support coordinators, funding bodies and authorised representatives;
• manage warranties, recalls, complaints, incidents and product safety matters;
• maintain equipment service, cleaning and maintenance records;
• verify the identity and authority of a person acting on your behalf;
• manage debts and recover equipment that has not been returned;
• improve our products, services, systems and customer experience;
• conduct audits, quality assurance and staff training;
• send marketing communications where permitted;
• prevent fraud or misuse of our services; and
• comply with legal, taxation, insurance and regulatory requirements.

We will generally only use information for the purpose for which it was collected or for a related purpose that you would reasonably expect. Otherwise, we will obtain consent unless the use is permitted or required by law.

6. What happens if you do not provide information

You may choose not to provide requested information. However, this may prevent us from being able to:

• process your order or funding claim;
• provide an accurate quote;
• arrange a trial, delivery or collection;
• confirm that equipment meets the specifications requested;
• manage a hire or warranty agreement; or
• respond appropriately to an equipment-related safety concern.

7. Disclosure of information

We do not sell or rent personal information.

Where reasonably necessary, we may disclose information to:

• your nominee, guardian or authorised representative;
• plan managers, support coordinators and funding bodies;
• the National Disability Insurance Agency or aged-care funding programs;
• equipment manufacturers, wholesalers and suppliers;
• delivery providers, couriers, technicians and repairers;
• payment processors, banks and accounting providers;
• software, cloud storage, website hosting and IT service providers;
• insurers, auditors, legal advisers and accreditation bodies;
• debt recovery providers, where reasonably necessary;
• government agencies, courts, regulators or law enforcement bodies where permitted or required by law; and
• another party with your consent or at your direction.

We will take reasonable steps to limit disclosures to the information required for the relevant purpose.

8. Equipment deliveries, trials and photographs

We may record delivery instructions, accessibility information and relevant details about the location where equipment will be delivered, installed, trialled or collected.

With your consent, photographs may be taken to:

• document the condition of equipment;
• record damage, faults or repairs;
• support warranty or insurance claims;
• confirm installation or delivery;
• obtain technical advice from a manufacturer or supplier; or
• manage an incident or safety concern.

We will avoid including identifiable people in photographs unless this is necessary and appropriate consent has been obtained.

Photographs will not be used for advertising, social media or promotional purposes without separate consent.

9. Payment information

Payments may be processed by external payment providers or financial institutions. We do not retain complete credit or debit card details unless this is necessary and permitted under applicable payment security requirements.

Payment providers may collect and process information under their own privacy policies.

10. Overseas storage and disclosure

Some of our software, website, cloud storage, payment or IT service providers may store or process information outside Australia.

Where practicable, we take reasonable steps to understand where information is stored and to ensure that service providers use appropriate privacy and security safeguards.

If all information is confirmed as being stored in Australia, this section can instead state:

We do not routinely disclose personal information to overseas recipients. If an overseas disclosure becomes necessary, we will manage it in accordance with applicable privacy requirements.

11. Security of information

We take reasonable administrative, physical and technical measures to protect information from misuse, interference, loss, unauthorised access, modification and disclosure.

These measures may include:

• secure, password-protected business systems;
• multi-factor authentication where available;
• restricted staff access based on work responsibilities;
• secure storage of paper records;
• staff confidentiality obligations and privacy training;
• software updates, backups and security monitoring;
• secure payment processing;
• procedures for responding to privacy incidents; and
• secure destruction or de-identification of information when it is no longer required.

Although we take reasonable precautions, no electronic storage or transmission system is completely secure.

12. Data breaches

We maintain procedures for identifying, containing, assessing and responding to suspected data breaches.

If a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner where required under the Notifiable Data Breaches Scheme.

13. Retention and disposal

We retain information for as long as reasonably necessary to:

• complete sales and hire transactions;
• administer warranties and product recalls;
• maintain equipment servicing and safety records;
• respond to complaints or legal claims; and
• meet funding, taxation, insurance and legal obligations.

When information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or permanently de-identify it.

14. Website use and cookies

Our website may use cookies and similar technologies to:

• operate and secure the website;
• remember user preferences and shopping-cart selections;
• process online transactions;
• understand how visitors use the website;
• improve website performance; and
• support analytics or advertising where applicable.

You can restrict or disable cookies through your browser settings. Some website functions may not operate correctly if cookies are disabled.

Our website may contain links to external websites. We are not responsible for the content or privacy practices of those websites.

15. Direct marketing

With your consent, or where otherwise permitted by law, we may contact you about products, promotions, services or information that may be relevant to you.

You can opt out at any time by:

• selecting the unsubscribe option in an electronic message;
• contacting us using the details below; or
• asking a staff member to remove you from our marketing list.

We will not use sensitive or health information for direct marketing without appropriate consent.

16. Accessing and correcting your information

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity or authority before responding.

We will respond within a reasonable period. If we are legally permitted to refuse a request, we will generally provide written reasons and information about how you may make a complaint.

There is no fee for making a request. We may charge a reasonable administrative fee for providing access where permitted, but we will advise you of any proposed fee beforehand.

17. Privacy complaints

If you believe we have not handled your information appropriately, please contact info@ignitets.org. 

We will:

• acknowledge your complaint;
• investigate it fairly and confidentially;
• keep you informed where additional time is required;
• communicate the outcome to you; and
• take corrective action where appropriate.

We aim to acknowledge privacy complaints within five business days and provide an outcome within 30 calendar days, where practicable.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner:

• Website: Office of the Australian Information Commissioner
• Telephone: 1300 363 992
• Complaints: Make a privacy complaint

18. Changes to this policy

We may update this Privacy Policy when our products, services, systems or legal obligations change.