Privacy policy

Compassionate Lively Care Pty Ltd is committed to protecting your privacy. This policy explains how we collect, use, disclose and store personal and health information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Information we collect

We collect only the information we need to provide safe, appropriate care and to meet our funding and reporting obligations. This may include:

• Name, address, date of birth and contact details
• Emergency contact and nominated representative details
• Health information, including diagnoses, medications and care needs
• Medicare, DVA or aged care programme identifiers
• Clinical notes and care plans created during service delivery
• Correspondence with you, your family and your treating professionals

How we collect it

Usually directly from you or your nominated representative, in conversation or on a referral or consent form. We may also receive information from your GP, hospital, specialist, aged care case manager, aged care assessor or the Department of Veterans' Affairs.

How we use it

• To assess your needs and prepare and review your care plan
• To deliver, schedule and document your care safely
• To communicate with your treating team and nominated family members
• To claim and report to funding bodies such as DVA, the NDIA or aged care programmes
• To meet clinical governance, quality, incident reporting and legal obligations

We do not sell your information, and we do not use it for marketing without your express consent.

Disclosure

We may disclose your information to your treating health professionals, your nominated representatives, our clinical staff involved in your care, our funding bodies where required, and to others where the law requires or permits it, such as mandatory reporting or an imminent risk to safety.

Storage and security

Records are stored in secure, access-controlled systems with encryption in transit. Access is limited to staff who need it to perform their role. Paper records, where they exist, are stored in locked facilities. Health records are retained for the period required by law, generally at least seven years, or until a young person turns 25.

Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within 30 days, and will verify your identity first.

Consent and withdrawal

We seek your consent before commencing care and before sharing information with people outside your care team. You can withdraw or vary consent at any time, though this may affect our ability to deliver certain services safely.

Complaints

If you believe we have mishandled your information, please contact us first so we can put it right. We will acknowledge your complaint within two business days and aim to resolve it within 30 days. If you are not satisfied, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Contact us

Compassionate Lively Care Pty Ltd
Melonba NSW 2765
Phone: 0414 562 845
Email: info@compassionatelivelycare.com.au

This policy may be updated from time to time. Please check back for the current version.