nib Thrive and Privacy

This information explains how we comply with Australian privacy requirements. As a member of the nib Group of companies (nib Group), our privacy compliance system sits under, and is consistent with, that of nib Group. This information highlights, and in some cases adds to, the nib Group privacy policy (available on nib’s website) as it relates to the disability plan management businesses of nib Thrive Pty Ltd, registered National Disability Insurance Scheme (NDIS) provider registration number 4050033778. We protect the security of your information. As a reminder, like many companies, we use technology and tools that tell us when a computer or device has visited or accessed our content.

We may change our Privacy Policy from time to time by publishing changes to it on our website.

We encourage you to periodically check our website to ensure that you are aware of the most up-to-date version of the Privacy Policy.


Collecting your personal information

As an accredited NDIS plan manager, nib Thrive provides information and assistance to help participants manage funding received under an approved NDIS plan and pay providers for supports and services delivered under that plan.

Depending on your involvement with nib Thrive, we may collect personal information about you such as your name, your contact details and other information about your circumstances and preferences. For example, we may collect information about your physical or mental health (including disabilities) or medical history, gender, age, details of your guardians and nominees or support coordinator, government identifiers (such as your NDIS Participant number) and if we need to make a payment on a participant’s behalf, your bank account details. We collect this information when we ask you for it and you provide it (such as if you upload documents to our portal), as well as from third parties if it is not reasonable or practicable to collect the information from you, or from other people or organisations who might be representing you (such as your authorised representative for plan management services) or assisting or representing us.

You can talk to nib Thrive without telling us who you are, but only if it's practical for us to help you without knowing your name. This could be if you're asking general questions about plan management. However, we may not be able to help you or provide you with goods or services without knowing your identity. It's a good idea to ask nib Thrive about when you can stay anonymous or use a different name.

Using your personal information

Examples of how we use your personal information in our plan manager business include:

•    to respond to and process your requests for information and services;
•    holding planning meetings with participants and establishing service agreements;
•    providing information (such as rates, or location of a service provider) to help participants, their representatives and support coordinators make informed choices about the service provider best suited to their individual needs and circumstances;
•    verifying invoices and attending to payment;
•    providing information to help participants view claim history and conveniently keep track of NDIS funding;
•    to assist in developing new and improved products or service offerings;
•    providing you with information in relation to the services and products we provide;
•    providing you with information in relation to the services and products we offer or propose to offer;
•    to provide you with updates about nib Thrive (and where appropriate, in light of your preferences, the nib Group);
•    providing you with information to “opt-out” of or temporarily “suspend” access to services and products we offer or propose to offer;
•    to receive your feedback or complaints about possible problems with your NDIS supports or services, or to participate in the NDIS Quality and Safeguards Commission audit process;
•    confirming your identity when you contact us.

Storing and disclosing your personal information

nib Group protects your personal information using various methods and services within their business systems. Sometimes, they might need to share your personal info (including outside of Australia, if it's legal to do so):

•    to our agents, contractors and service providers, who help us provide services to you, including those located in New Zealand, India and Bangladesh. As part of the nib Group, those services may be shared with other businesses in the group.
•    to any person authorised by you, or to others you have nominated, to access information in connection with your NDIS plan.
•    to the National Disability Insurance Agency (NDIA) and NDIS Quality and Safeguards Commission where necessary for the administration of your plan or other government agency where required by law.
•    in additional ways you may also agree to.

Contact with nib Thrive about your personal information

You may wish to contact nib Thrive to access your personal information, to seek to correct it or to make a complaint about privacy. Our privacy email contact address is [email protected] and further contact details for nib Thrive are set out below.

nib Thrive Pty Limited
22 Honeysuckle Drive
Newcastle NSW 2300

Phone: 1800 999 333

We will respond to your request for access to personal information we hold about you as soon as we reasonably can, including if we are unable to provide you with access (such as when we no longer hold the information).

We do not impose any charge for a request for access, but we may charge you a reasonable fee for our costs associated with providing you with access and retrieval costs.

Last updated: March 2024


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