Privacy Policy

Care Avenue – Protecting Your Privacy

Care Avenue respects your privacy and is committed to protecting the personal and sensitive information you share with us. This Privacy Policy explains how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We also meet our obligations under the NDIS Quality and Safeguards Commission and the NDIS Code of Conduct.

1. What Information We Collect

We may collect and hold a range of personal and sensitive information about you, including:

Personal Information:

Full name, address, phone number, and email
Date of birth and emergency contact details
NDIS number and plan details
Employment or volunteering information (for staff or contractors)

Sensitive and Health Information:

Medical history and diagnoses
Medication and treatment plans
Behavioural and therapy assessments
Functional assessments and care needs
Information about your cultural background or language preferences (if relevant to your care)

2. How We Collect Information

We may collect your information:

Directly from you, your family, carer, guardian, or advocate
Through health professionals, support coordinators, or therapists
From government agencies such as the NDIA or NDIS Commission
When you complete an intake form, call us, email us, or use our website
Through feedback, complaints, or quality improvement processes

We collect this information so we can provide safe, high-quality support services to meet your individual needs.

3. Why We Collect and Use Your Information

We collect your information for purposes such as:

Delivering personalised support services
Meeting our obligations under your NDIS plan
Communicating with you, your representatives, and healthcare professionals
Assessing eligibility for services and funding
Recording service notes, care plans, and progress
Responding to enquiries, feedback, or complaints
Meeting our legal, safeguarding, and reporting obligations
Improving our services and systems

We only collect the information that is reasonably necessary to provide services or as required by law.

4. Disclosure of Your Information

We may share your information in the following ways:

With your consent, to families, carers, guardians, or legal representatives
With other providers or professionals involved in your support
With government agencies such as the NDIA, NDIS Commission, or relevant authorities
If required by law or in response to a subpoena, legal notice, or emergency
With contractors, IT providers, or allied health professionals who help us deliver services (under strict confidentiality obligations)

We do not sell or rent personal information. We do not use your personal information for direct marketing without your consent.

5. How We Store and Protect Your Information

Your information is stored securely in both electronic and physical formats. We use:

Encrypted data storage and cloud-based systems
Password-protected software
Secure networks and restricted access to files
Confidentiality agreements for staff and contractors
Regular staff training on privacy and data protection

If information is no longer needed, we securely destroy or de-identify it.

6. Accessing and Updating Your Information

You can request to:

Access the personal information we hold about you
Update or correct inaccurate or outdated information
Withdraw consent for information sharing (unless required by law)

To do this, contact us using the details at the end of this policy. We will respond within a reasonable timeframe.

7. Website and Online Data

When you visit our website, we may collect:

General usage data (via Google Analytics or similar tools)
IP address, browser type, and pages viewed
Information you provide through contact forms or email

Cookies may be used to enhance your website experience. You can disable cookies in your browser settings.

Our website may contain links to third-party websites. We are not responsible for their privacy practices.

8. Making a Privacy Complaint

If you have concerns about how your information is being handled, please contact us. We take complaints seriously and aim to resolve them promptly.

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

www.oaic.gov.au

9. Changes to This Policy

This Privacy Policy may be updated to reflect changes in our practices or legal requirements. The latest version will always be available on our website.