Your privacy

1 Who we are

Coastal Connect Home Care Pty Ltd (ABN 97 702 183 515) provides in-home support: domestic assistance, transport, meal preparation, social support, accompanied activities, technology help and home maintenance. We deliver many of these services in partnership with registered aged care providers, who manage their clients' Support at Home funding and care plans. We also work directly with private clients. In this policy, "we" and "us" mean Coastal Connect Home Care.

The policy covers our clients and their families or representatives, anyone who makes an enquiry or refers someone to us, and visitors to this website. We are bound by the Privacy Act 1988 (Cth), and we handle personal information in line with the Australian Privacy Principles.

2 What we collect

Depending on how you deal with us, we may collect:

• your name, address, phone number and email address
• the name and contact details of a family member, carer or representative
• the services you need, your preferred times, and practical details about your home, such as how to get in, pets or parking
• whether you receive government funding, and who your aged care provider is
• the details we need to bill you or your provider
• notes about each visit, and records of any incident, feedback or complaint
• the messages you send us, and notes of our phone calls

Health information

To deliver some services safely, we may need to know about your health. For example, we might need to know about your mobility, allergies, dietary needs, or memory or communication needs. The law treats health information as sensitive. We collect it only when it is reasonably necessary for your services and you (or your representative) agree, unless the law allows us to collect it without consent.

3 How we collect it

• From you, when you phone or email us, send the form on this website, or talk with us during a visit.
• From your aged care provider, when they ask us to deliver services to you. Their own privacy policy covers what they collect.
• From a family member, carer or representative who contacts us for you.

If you give us information about someone else, such as a parent, please let them know and show them this policy.

4 Why we use it

We use personal information to:

• answer your enquiry and tell you whether we can help
• plan, schedule and deliver your services safely
• keep your aged care provider informed about the services we deliver
• invoice you or your provider, and keep business records
• handle feedback, incidents and complaints, and improve our services
• meet our legal obligations, such as tax, insurance and workplace safety

We use and share it only for these purposes, for a related purpose you would reasonably expect, or where the law requires or allows it. We never sell or rent personal information.

5 Who we share it with

We share only what each one needs.

6 Information held overseas

Some of the services we use store or access information outside Australia:

• Xero stores its data in the United States.
• Zoho keeps our email in its Australian data centres, but Zoho staff in other countries, such as India and the United States, may access it to support the service or fix errors.
• Cloudflare hosts this website on its global network, including in the United States.
• Google Fonts is run from the United States.
• Our insurers may include underwriters at Lloyd's in the United Kingdom, if a claim is made.

We take reasonable steps to make sure these organisations protect personal information in a way that is consistent with the Australian Privacy Principles.

7 This website

This website does not use cookies, analytics or advertising tracking. When a page loads, your browser fetches its lettering from Google Fonts, which receives your device's IP address and browser details. Cloudflare, which hosts the website, also handles standard technical details of each visit, such as IP addresses.

When you send the enquiry form, Cloudflare passes your details straight to our email inbox so we can reply. The website itself doesn't keep a copy. Please include health details only if they help us understand what you need.

8 Keeping it safe

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, change or disclosure. Only the people who need it can see it. Any paper records are stored securely and shredded when no longer needed.

If a data breach is likely to cause serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

We keep personal information only for as long as we need it for the purposes in this policy, or for as long as the law requires. For example, tax law requires us to keep business records for five years. After that, we destroy it or remove anything that identifies you.

9 Your choices

• You can ask us a general question without giving your name. To deliver services, we need to know who you are.
• We send you news about our services only if you have asked for it. You can tell us to stop at any time, and we will.
• You can withdraw your consent to us holding health information. If you do, we may not be able to deliver some services safely, and we will explain why.

10 Seeing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it. Contact us using the details in section 11. Asking is free. We will reply within 30 days. If we cannot give you access or make a change, we will explain why in writing and tell you how to complain.

11 Questions and complaints

For any question or complaint about your privacy, contact our Privacy Officer. We will look into it and reply in writing within 30 days.

If you are not satisfied with our reply, you can take it further:

12 Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.