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Privacy Policy

Last Updated: 15 January 2026

  1. Introduction

This Privacy Policy explains how Home Care Assistance collects, uses, stores, and discloses personal information when providing in‑home aged care services. We are committed to protecting the privacy and rights of our clients, their families, and our staff, and we comply with the Privacy Act 1988 (Cth), the Aged Care Act 2024 (Cth), state-based privacy and health-records obligations, and the Australian Privacy Principles (APPs).

By engaging our services, you consent to the handling of your personal information in accordance with this policy.

  1. What Personal Information We Collect

We collect personal information that is reasonably necessary to deliver safe, high‑quality aged care services. This may include:

Personal and Contact Information

  • Name, address, phone number, email
  • Date of birth and gender
  • Emergency contact details
  • Your image, which may be stored in a photograph or electronically
  • Demographic information, such as your ethnicity, cultural and / or religious preferences

Health and Care Information

  • Medical history, diagnoses, medications
  • Care plans and assessments
  • Information from healthcare providers, including your vaccination status
  • Mobility, cognitive, and behavioural information

Financial and Administrative Information

  • Payment details
  • Medicare, pension, or concession information
  • Government funding identifiers (e.g., My Aged Care ID)

 Other Information

  • Notes from staff during service delivery
  • Feedback, complaints, or incident reports
  • Voice recordings of telephony engagements
  • CCTV footage (if applicable in office locations)

  1. How We Collect Personal Information

We may collect information from:

  • You directly (in person, by phone, online, or in writing)
  • Your authorised representatives (family, carers, guardians)
  • Healthcare professionals and service providers
  • Government agencies such as My Aged Care
  • Our staff during service delivery

Where reasonable, we will collect information directly from you unless you consent to collection from others or it is impractical to do so. We assume that you have consented to us collecting all information provided to us, unless you tell us otherwise at the time you provide the information.

  1. Why We Collect and Use Personal Information

We use your information to:

  • Provide safe and appropriate in‑home aged care services
  • Develop and review care plans
  • Communicate with you, your family, and your healthcare team
  • Manage bookings, billing, and government funding
  • Meet legal, regulatory, and reporting obligations
  • Improve our services and client experience
  • Respond to incidents, complaints, or feedback

We only use your information for the purposes for which it was collected, unless permitted or required by law.

  1. Disclosure of Personal Information

We may disclose personal information to:

  • Our staff who are required to use it in the completion of their employment duties
  • Healthcare providers involved in your care
  • Hospitals, GPs, allied health professionals
  • Government agencies (e.g., My Aged Care, Services Australia)
  • External service providers (IT, billing, auditing)
  • Your nominated representatives
  • Emergency services when necessary

We do not sell personal information.

All third‑party providers who access your information to carry out service responsibilities are required to protect your information in line with the Privacy Act.

  1. Overseas Disclosure

We engage a Care Support Team based in Fiji, which functions as a call‑centre style office supporting our Australian operations. Members of this team may access our secure, closed information system to assist with service coordination, client communications, scheduling, and general care‑related support.

Access is strictly controlled and limited to the information necessary for them to perform their duties. All team members in Fiji are bound by confidentiality obligations and are required to comply with privacy and security standards consistent with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We take reasonable steps to ensure that any overseas personnel accessing personal information:

  • Receive appropriate privacy and data‑security training
  • Access information only through secure, permission‑based systems
  • Are subject to contractual obligations requiring the protection of personal information
  • Handle information in a manner consistent with Australian privacy requirements

We do not disclose personal information to any other overseas recipients unless required or permitted by law, or unless you provide consent.

  1. Data Storage and Security

We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification, or disclosure. Measures include:

  • Secure electronic record systems
  • Password‑protected databases
  • Staff training in privacy and confidentiality
  • Physical security for paper records
  • Access controls based on role and necessity

When information is no longer required, we securely destroy or de‑identify it in accordance with legal requirements.

  1. Access to and Correction of Personal Information

You may request access to your personal information or ask us to correct it if it is inaccurate, incomplete, or outdated.

Requests can be made by contacting our Privacy Officer (details below). We will respond within a reasonable timeframe and may require identity verification to support requested changes.

  1. Complaints About Privacy

If you believe your privacy has been breached, you can lodge a complaint with us. We will:

  • Acknowledge your complaint
  • Investigate the issue
  • Provide a written response

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

  1. Contact Us

For questions, requests, or complaints regarding this Privacy Policy, please contact:

Privacy Officer – Home Care Assistance
Email: support@hcasupport.com.au or Phone: (02) 9158 3880

  1. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in legislation or our practices. The latest version will always be available on our website or upon request.