NDIS Registered • Inclusive. Evidence‑based. Person‑centred.

1300 137 927
info@limerainbow.com.au

NDIS Registered • Inclusive. Evidence‑based. Person‑centred.

1300 137 927
info@limerainbow.com.au
NDIS Referral
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The Lime Rainbow Policies

Our Policies

Privacy, complaints and conduct - how we protect your information and hold ourselves accountable.

Select a policy below to expand the full details.

 

Our Commitment to Child Safety

We are committed to providing a safe, inclusive, and nurturing environment for all children and young people. The safety and wellbeing of every child in our care is our highest priority. We have zero tolerance for child abuse and are dedicated to ensuring that all children feel respected, valued, and supported.

Our Approach

We promote a culture of child safety by:

  • Creating a child-friendly and inclusive environment that values diversity and supports participation by all children, including those with disabilities, Aboriginal and Torres Strait Islander children, and children from culturally and linguistically diverse backgrounds.

  • Ensuring that all staff, contractors, and volunteers understand their responsibilities under child protection laws and our internal policies.

  • Taking all concerns, allegations, and disclosures of child abuse seriously and responding promptly in line with legal and ethical obligations.

Code of Conduct

All employees, contractors, and volunteers must:

  • Treat children and young people with respect at all times.

  • Listen to children and take their concerns seriously.

  • Never engage in any form of physical punishment, emotional abuse, or inappropriate behaviour.

  • Avoid being alone with a child where possible and maintain appropriate professional boundaries at all times.

  • Report any concerns, suspicions, or disclosures of abuse immediately to the Child Safety Officer or appropriate authority.

Recruitment and Screening

We implement rigorous recruitment processes, including:

  • Working with Children Checks (WWCC) or relevant clearances for all roles involving child contact.

  • Reference checks and identity verification for all new employees and volunteers.

  • Ongoing training in child protection and mandatory reporting.

Reporting and Responding

We take all reports of child abuse or misconduct seriously. Any staff member, volunteer, or contractor who suspects or witnesses any form of harm or risk to a child must report it immediately. We follow all relevant legislative requirements for reporting and work closely with child protection authorities where required.

Empowering Children

We actively encourage children to speak up about their feelings and experiences. Children are made aware of their rights and know how to raise concerns if they feel unsafe or uncomfortable.

Continuous Improvement

We regularly review and update our Child Safe Policy to ensure it remains compliant with current legislation and best practice standards. Feedback from children, families, and staff is always welcome. 

 

1. Introduction

Lime Rainbow respects your privacy and is committed to protecting your personal information.
This Privacy Policy outlines how we collect, use, store, and protect your information when you visit our website, contact us, or use our services.

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We may collect personal information including, but not limited to:

  • Your name, contact details (email address, phone number, address)

  • Date of birth, gender, or other identifying details (if required for service delivery)

  • Health or disability information (if applicable to our services, such as NDIS support)

  • Payment and billing information

  • Website usage data, cookies, and analytics to help us improve our website and services

We only collect information that is necessary to deliver our services safely and effectively.

3. How We Collect Your Information

We may collect your personal information when:

  • You submit an enquiry, form, or booking on our website

  • You subscribe to our mailing list or download materials

  • You communicate with us by phone, email, or social media

  • You engage us to provide services

  • You visit our website, where we may use cookies and analytics tools to understand user behaviour

You may choose to provide information anonymously where it is lawful and practicable to do so.

4. How We Use Your Information

We use your personal information to:

  • Provide and manage our services

  • Respond to your enquiries and feedback

  • Process payments and maintain records

  • Improve our programs, services, and user experience

  • Send updates, newsletters, or promotional materials (only if you have consented)

  • Comply with our legal and regulatory obligations

We will not sell, rent, or trade your personal information to third parties.

5. Disclosure of Information

We may share your information with:

  • Our staff, contractors, or volunteers who require access to perform their roles

  • Third-party service providers such as IT, email, or payment processors (who are also bound by privacy obligations)

  • Relevant authorities, when required by law or to protect the safety and wellbeing of individuals

Whenever possible, we ensure that your information is disclosed securely and only when necessary.

6. Data Storage and Security

Your personal information is stored securely in electronic or physical form.
We take reasonable steps to protect it from misuse, loss, unauthorised access, or disclosure, including through:

  • Secure servers and password-protected systems

  • Regular software updates and access controls

  • Confidentiality agreements with staff and contractors

7. Access and Correction

You may request access to, or correction of, your personal information at any time by contacting us.
We will respond to your request within a reasonable timeframe and in accordance with the Privacy Act.

8. Cookies and Website Analytics

Our website may use cookies to enhance your browsing experience and gather anonymous usage statistics.
You can modify your browser settings to disable cookies; however, this may affect website functionality.

9. Links to Other Websites

Our website may contain links to third-party websites.
We are not responsible for the privacy practices or content of external sites. We encourage you to read their privacy policies before providing any personal information.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our operations.
The updated version will be available on our website, and the “last updated” date will be revised accordingly.

11. Contact Us

If you have any questions or concerns about how we handle your personal information, please contact:

Lime Rainbow
Email: office@limerainbow.com.au
Phone: 1300 137 927
Address: 166 Lethbridge Street Penrith NSW 2750

We take all privacy enquiries seriously and will respond promptly.

1. Our Commitment

At Lime Rainbow, we are committed to delivering high-quality, respectful, and person-centred services.
We value all feedback — whether positive, negative, or neutral — as it helps us improve and ensure we continue to meet the needs and expectations of our clients, families, and community.

We take all complaints seriously and handle them promptly, fairly, and with confidentiality.

2. Purpose of This Policy

This policy outlines how clients, their families, advocates, staff, and members of the public can provide feedback or lodge a complaint about our services, staff, or practices.
It explains how complaints will be managed, investigated, and resolved.

3. Your Right to Complain

Everyone has the right to make a complaint without fear of retribution or negative consequences.
You can:

  • Make a complaint at any time

  • Have your complaint heard respectfully and taken seriously

  • Have a support person or advocate assist you

  • Withdraw a complaint at any stage

  • Remain anonymous if you wish

We will ensure that making a complaint does not affect the support or services you receive.

4. How to Make a Complaint

You can submit your feedback or complaint through any of the following channels:

In person: Speak to a staff member or manager directly
By phone: 1300 137 927
By email: office@limerainbow.com.au
Online: Via our contact or feedback form on our website
By mail: 166 Lethbridge Street Penrith NSW 2750

You can also submit a complaint by clicking HERE.

If your complaint relates to an NDIS-funded service, you may also contact the NDIS Quality and Safeguards Commission:

5. What Happens After You Make a Complaint

  1. Acknowledgement – We will acknowledge your complaint within 5 business days of receiving it.

  2. Review – We will investigate the issue promptly and fairly.

  3. Resolution – We aim to resolve complaints within 20 business days, and we will keep you informed throughout the process.

  4. Outcome – Once a decision has been made, we will explain the outcome to you and any actions taken.

If you are not satisfied with the outcome, you may request an internal review or refer the matter to an external body such as the NDIS Commission, Ombudsman, or another relevant authority.

6. Confidentiality

All complaints and feedback are treated confidentially. Information will only be shared with those directly involved in resolving the issue.
Your personal information will be managed in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

7. Continuous Improvement

We use feedback and complaints to improve our policies, training, and services.
Trends and lessons learned are regularly reviewed to ensure that similar issues are prevented in the future.

8. Contact Us

If you wish to provide feedback or lodge a complaint, please contact:

Lime Rainbow
Email: office@limerainbow.com.au
Phone: 1300 137 927
Address: 166 Lethbridge Street Penrith NSW 2750

You can also submit a complaint by clicking HERE.

We appreciate your time and commitment in helping us improve our services.

1. Our Commitment

At Lime Rainbow, we are committed to maintaining the highest standards of professionalism, integrity, and respect in everything we do.
This Code of Conduct outlines the expected behaviour of our employees, contractors, and volunteers to ensure a safe, inclusive, and ethical environment for everyone — including our clients, families, staff, and the community.

2. Purpose of the Code

The purpose of this Code is to:

  • Set clear expectations for appropriate behaviour and ethical decision-making

  • Protect the rights and wellbeing of clients, particularly children and people with disability

  • Promote a culture of respect, honesty, and accountability

  • Ensure compliance with the NDIS Code of Conduct, Work Health and Safety, and Privacy obligations

3. Our Core Values

We uphold the following values in all our actions and interactions:

  • Respect – Treat every person with dignity, empathy, and kindness

  • Integrity – Be honest, transparent, and accountable in all situations

  • Excellence – Deliver high-quality, person-centred care and service

  • Inclusivity – Celebrate diversity and ensure equity for all

  • Safety – Prioritise the wellbeing of clients, staff, and the community

4. Expected Standards of Behaviour

All employees, volunteers, and contractors are expected to:

a. Professional Conduct

  • Perform duties responsibly, safely, and to the best of their ability

  • Be punctual, reliable, and uphold the reputation of the organisation

  • Follow lawful and reasonable instructions from supervisors or managers

b. Respectful Interactions

  • Treat clients, families, and colleagues with courtesy, sensitivity, and fairness

  • Listen actively and communicate clearly and respectfully

  • Avoid any form of bullying, harassment, discrimination, or victimisation

c. Client Rights and Dignity

  • Promote choice, independence, and inclusion for all clients

  • Respect privacy, confidentiality, and personal boundaries

  • Never exploit, abuse, or take advantage of a client in any way

d. Health, Safety, and Wellbeing

  • Maintain a safe working environment for clients and colleagues

  • Report hazards, incidents, or safety concerns immediately

  • Refrain from attending work under the influence of drugs or alcohol

e. Conflicts of Interest

  • Disclose any actual or perceived conflict of interest

  • Avoid personal or financial gain at the expense of the organisation or clients

f. Confidentiality and Privacy

  • Handle all personal and sensitive information in accordance with our Privacy Policy and relevant laws

  • Use confidential information only for legitimate work purposes

g. Use of Organisation Resources

  • Use company property, systems, and equipment responsibly and only for authorised purposes

  • Maintain data security and protect organisational information

5. Breach of the Code

Any breach of this Code of Conduct will be taken seriously and may result in disciplinary action, including termination of employment or engagement.
Serious breaches may be referred to external authorities such as the NDIS Quality and Safeguards Commission or law enforcement.

6. Reporting Misconduct

We encourage a culture of openness and accountability.
If you witness or experience behaviour that breaches this Code, please report it immediately to your supervisor, manager, or the Complaints Officer.
All reports will be treated confidentially and investigated promptly.

7. Review and Continuous Improvement

This Code is reviewed regularly to ensure it remains current and aligned with legislative requirements and best practice standards.
Feedback is always welcome from staff, clients, and stakeholders.

8. Acknowledgement

All employees, contractors, and volunteers are required to read, understand, and adhere to this Code of Conduct as a condition of their engagement with Lime Rainbow.