Privacy Policy

 Care Australia Essential Pty Ltd is committed to protecting your privacy and ensuring your personal information is managed safely, responsibly, and in accordance with the law.

This Privacy Policy outlines how we collect, use, store, and disclose personal information.

Care Australia Essential Pty Ltd has adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). The APPs govern how we handle personal information, including its collection, use, disclosure, storage, and disposal.

A copy of the Australian Privacy Principles is available from the Office of the Australian Information Commissioner at www.oaic.gov.au.

What is personal information and how do we collect it?

Personal information is information or an opinion that identifies an individual.

The types of personal information we may collect include, but are not limited to:

  • Names
  • Addresses
  • Email addresses
  • Telephone numbers
  • Identification and qualification details
  • Health and support‑related information (where relevant)

We collect personal information in various ways, including:

  • Directly from you (e.g. interviews, forms, correspondence)
  • Via phone, email, or written communication
  • Through our website and online systems
  • From referrals, third parties, or publicly available sources, where appropriate and lawful

Care Australia Essential Pty Ltd does not guarantee the privacy practices of authorised third‑party websites or external links.

Why do we collect personal information?

We collect personal information for the primary purpose of:

  • Delivering NDIS supports and services
  • Managing client, staff, and contractor relationships
  • Communicating with participants, families, carers, and stakeholders
  • Meeting legal, regulatory, and funding requirements

Personal information may also be used for secondary purposes that are directly related to the primary purpose, where you would reasonably expect this use or where permitted by law.

Where required, we will explain why the information is being collected and how it will be used.

Sensitive information

Sensitive information includes health information and other personal details protected under the Privacy Act.

Care Australia Essential Pty Ltd will only collect and use sensitive information:

  • For the primary purpose for which it was obtained
  • For a directly related secondary purpose
  • With your consent, or
  • Where required or authorised by law

Third‑party collection

Where reasonable and practicable, we collect personal information directly from you.
In some circumstances, personal information may be provided by third parties (such as referrers or funding bodies). In these cases, we will take reasonable steps to ensure you are aware of the information provided to us.

Disclosure of personal information

Your personal information may be disclosed:

  • With your consent
  • To service providers or partners where necessary to deliver services
  • Where required or authorised by law

Care Australia Essential Pty Ltd does not sell or share personal information for marketing purposes.

How is your information stored?

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

Information is stored securely:

  • Electronic records are kept in password‑protected systems and secure cloud servers hosted in Australia
  • Hard copy records are stored in locked filing cabinets accessible only to authorised staff

Personal information is retained for 7 years after the cessation of service, in line with Victorian Government record‑keeping requirements and NDIS record‑keeping guidelines, after which it is securely destroyed or de‑identified.

Who can access your personal information?

Access to personal information is limited to authorised Care Australia Essential Pty Ltd staff who require it to perform their role.

Your information will not be shared with other programs, staff, or third parties without consent unless required by law.

Accessing and correcting your personal information

You may request access to the personal information we hold about you and request corrections if information is inaccurate, incomplete, or out of date.

Requests must be made in writing.
We do not charge a fee for access requests, but an administrative fee may apply for providing copies.

Identification may be required before releasing information to protect your privacy.

Maintaining the quality of your information

Care Australia Essential Pty Ltd takes reasonable steps to ensure personal information is accurate, complete, and up to date.
If you believe your information is incorrect, please notify us as soon as possible so we can update our records.

Policy updates

This Privacy Policy may be updated from time to time.
The most current version will be available on our website or upon request.

Complaints and privacy concerns

If you believe your privacy has been breached, you may lodge a complaint by contacting us directly. We will investigate the matter and respond within 28 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) or seek support from relevant bodies such as the NDIS Quality and Safeguards Commission or the Ombudsman.

How to contact us

Care Australia Essential Pty Ltd
Phone: 03 5911 1223
Email: info@careaus.au