Privacy and confidentiality is considered and maintained in every aspect of our business.

Our clients and their communities right to privacy, dignity and confidentiality is recognised and respected through our practices and our policies.

Sensitive information is collected and retained about our clientele. and practices of the aged care facilities we service, in accordance with the Privacy Act 1988 requirements, the Privacy Principles and the Aged Care Accreditation Standards.

We will also abide by any additional privacy obligations under our service agreement obligations as privacy is important to us.

Collection of personal and sensitive information is transparent and fair:

Where we collect information from you, we only collect the information we need to fulfil the relevant purpose.

You have the right at any time to request reasonable access to the information we hold about you and upon request, we can show you how the information is stored for ease of mind.

In providing you with our products and services, we may disclose personal information to third parties, including:

Disclosure to other persons or organisations engaged by us in relation to the provision of our products and services, or the operation of our business. When we engage a third party, we require that party to handle your personal information in accordance with all relevant privacy laws, and solely for the purposes of their engagement. For example, we may provide our specialist window cleaning firm with floor plans to enable the specialists to devise a schedule that has as little impact as possible on the residents.

Where laws require or allow us to disclose personal information; for example, disclosure to the Aged Care Quality Agency when we are supporting you with a reaccreditation audit, other government or regulatory bodies, tribunals and courts of law.

Security of personal and sensitive information:

Reasonable steps are taken to protect the personal and sensitive information that we hold about our staff and clients. Measures are in place to protect personal and sensitive information that we hold against misuse, interference, loss, any unauthorised access, modification and disclosure. For example;

Reasonable steps are taken to protect the personal and sensitive information that we hold about our staff and clients. Measures are in place to protect personal and sensitive information that we hold against misuse, interference, loss, any unauthorised access, modification and disclosure. For example;

  • Our website uses SSL (Secure Socket Layer) encryption to keep your transactions secure and private. SSL is the industry standard for data encryption. It provides a secure link between your browser and our server, and scrambles your personal information to ensure it is kept private during transmission over the Internet.
  • Processes are in place for the management of Information Security to protect resources. Computer security is maintained and only authorised personnel have access via their personal log in details; the employee’s role determines the level of accessibility to information.
  • The organisation uses a cloud service that enables active synchronisation of files across computers and other devices for file backup, access, synching and sharing from a variety of operating systems.
  • Anti-virus programs are in place to protect the organisation from threats and network security to stop hackers from accessing any information.

Our staff are bound by a Confidentiality Agreement as part of their employment with us and we take serious measures if staff are in breach of this agreement.

Use and disclosure of information:

In addition to providing our products and services to you, we may use or disclose personal information that we collect about you;

  • for administrative purposes including research, planning, service development, security and risk management;
  • to the extent that we are required or authorised by law to do so.

In addition, the collection of your information helps us to;

  • individualise/personalise your experience with us
  • Improve customer service and better respond to your queries.