Privacy Policy

1. Introduction

Care Aid Australia Pty Ltd ("Care Aid", "we", "our", or "us") is committed to protecting the privacy and confidentiality of personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable NDIS Practice Standards.

This Privacy Policy explains how we collect, use, disclose, store, and protect personal information through our services, website, mobile applications, and client management systems.

2. Information We Collect

Depending on your relationship with Care Aid, we may collect:

Personal Information

• Name
• Date of birth
• Contact details
• Emergency contacts
• NDIS number
• Guardian or nominee information
• Support coordinator details

Sensitive Information

• Disability information
• Medical and health information
• Medication records
• Behaviour support information
• Restrictive practice information
• Risk assessments
• Incident reports
• Allied health reports
• Support plans and care records

Employee and Contractor Information

• Employment records
• Qualifications and training records
• Driver licence information
• Police checks
• NDIS Worker Screening information
• Payroll and banking details

Technology Information

When using our website, portal, or mobile applications, we may collect:

• Device information
• IP address
• Browser type
• Login activity
• Usage statistics
• Location information (where authorised and required for service delivery)

3. How We Collect Information

We may collect information:

Personal Information

• Directly from participants, families, nominees, and guardians
• Through referrals from hospitals, allied health professionals, support coordinators, and government agencies
• Through service delivery activities
• Through incident reporting systems
• Through our website and online forms
• Through our mobile applications and client management systems
• Through staff records and recruitment processes

4. Why We Collect Information

We collect information to:

• Deliver disability support services
• Meet NDIS obligations
• Manage participant health and safety
• Develop and implement support plans
• Manage medication administration
• Monitor incidents and risks
• Coordinate with healthcare professionals
• Meet legal and regulatory requirements
• Manage staff employment and compliance
• Improve our services and systems

5. Disclosure of Information

We may disclose information where necessary to:

• NDIS Quality and Safeguards Commission
• National Disability Insurance Agency (NDIA)
• Support Coordinators
• Guardians and Nominees
• Medical Practitioners
• Allied Health Professionals
• Hospitals and Emergency Services
• Government Departments
• Legal Representatives
• Regulatory Authorities

We only disclose information where:

• Consent has been provided; or
• Disclosure is authorised or required by law; or
• Disclosure is necessary to prevent serious risk to health or safety.

6. Mobile Applications and Portal Data

Our mobile applications and online portals may collect and store:

• Shift notes
• Progress notes
• Incident reports
• Medication administration records
• Behaviour support documentation
• Risk assessments
• Staff attendance records
• Training and compliance records
• Participant support records

This information is used solely for service delivery, quality assurance, compliance, and participant safety.

7. Data Security

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

Security measures may include:

• Password protection
• Multi-factor authentication
• Role-based access controls
• Encrypted data transmission
• Staff confidentiality obligations
• Regular security monitoring

8. Overseas Disclosure

Where third-party technology providers store information outside Australia, Care Aid will take reasonable steps to ensure information is protected in accordance with Australian privacy laws.

9. Access and Correction

You may request access to personal information we hold about you.

You may also request correction of inaccurate, incomplete, or outdated information.

Requests should be submitted in writing to the Privacy Officer.

10. Data Retention

We retain records in accordance with:

• NDIS Practice Standards
• Applicable employment laws
• Financial record-keeping obligations
• Other legal and regulatory requirements

Records are securely destroyed when no longer required.

11. Cookies and Website Analytics

Our website may use cookies and analytics tools to:

• Improve website performance
• Understand visitor behaviour
• Enhance user experience
• Support system security

Users may disable cookies through their browser settings.

12. Complaints

If you believe your privacy has been breached, please contact us first so we can investigate and resolve the issue.

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

13. Contact Us

Privacy Officer

Care Aid Australia Pty Ltd

Email: admin@careaidaustralia.com.au

Website: https://careaidaustralia.com.au

14. Changes to this Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.

Last Updated: 25 June 2026