Last updated: 28 August 2026

Carers Heart respects your privacy and is committed to handling personal information responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, contact us or enquire about our supports and services.

1. About This Privacy Policy

Carers Heart handles personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

Because we provide disability support services, some information we collect may be sensitive information or health information.

2. Information We May Collect

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

• Your name

• Phone number and email address

• Residential address or service location

• Preferred language and communication method

• Date of birth

• Emergency contact details

• NDIS participant information

• Information about your NDIS plan and funding arrangements

• Support needs, goals and preferences

• Disability, medical or health information

• Cultural or linguistic information

• Details provided by family members, nominees, guardians or support coordinators

• Feedback, complaints and incident information

• Information submitted through website forms

• Website usage and basic technical information

We only collect information that is reasonably necessary for our work or that you voluntarily provide.

3. Sensitive and Health Information

Sensitive information may include health information, disability information, cultural background and other information about your circumstances.

We will generally collect sensitive information only when:

• You provide consent

• It is reasonably necessary to provide or arrange supports

• Collection is required or authorised by law

• Another permitted situation applies

Please avoid submitting detailed medical information through a general website enquiry form unless it is necessary for your enquiry.

4. How We Collect Information

We may collect personal information:

• Directly from you

• Through website enquiry or contact forms

• During phone calls, emails, meetings or assessments

• From a family member, nominee, guardian or authorised representative

• From a support coordinator or another provider with appropriate authority

• Through service agreements, support plans and consent forms

• When you provide feedback or make a complaint

• Through basic website analytics and essential cookies

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

5. Why We Collect and Use Information

We may collect and use personal information to:

• Respond to enquiries

• Determine whether we can provide suitable supports

• Arrange assessments, meetings and service commencement

• Develop and deliver personalised support

• Communicate with participants and authorised representatives

• Coordinate with support coordinators and other providers

• Manage service agreements and schedules

• Process payments and maintain business records

• Support participant health, safety and wellbeing

• Manage incidents, risks, feedback and complaints

• Meet NDIS registration, reporting and compliance obligations

• Train and supervise workers

• Improve our services and website

• Meet legal, regulatory and insurance requirements

We will not use personal information for an unrelated purpose unless you consent or the use is otherwise permitted by law.

6. Disclosure of Information

We may disclose information when reasonably necessary to provide services or meet our responsibilities.

Information may be shared with:

• Carers Heart workers and authorised personnel

• Your nominee, guardian or authorised representative

• Support coordinators

• Health professionals and allied health providers

• Other service providers involved in your supports

• The NDIA

• The NDIS Quality and Safeguards Commission

• Government, regulatory or law-enforcement bodies where required

• Insurers, auditors, legal advisers and professional advisers

• Technology, data-storage and administrative service providers

We take reasonable steps to limit disclosure to information that is necessary for the relevant purpose.

Carers Heart does not sell personal information.

7. Consent and Choice

Where consent is required, we will seek consent before collecting, using or sharing information.

You may withdraw consent in some circumstances. However, withdrawing consent may affect our ability to provide particular supports or communicate with relevant providers.

You may ask us to explain:

• What information is required

• Why it is needed

• Who it may be shared with

• What may happen if it is not provided

8. Website Forms

Information submitted through the website is used to respond to your enquiry and assess how Carers Heart may assist.

Submitting a website form does not create a service agreement or guarantee that services will be available.

Please do not use website forms for emergencies. If there is an immediate risk to health or safety, call 000.

9. Cookies and Website Analytics

Our website may use essential cookies and basic analytics to:

• Operate website functions

• Understand how visitors use the website

• Identify technical problems

• Improve website performance and accessibility

Technical information may include:

• Browser and device type

• Approximate location

• Pages visited

• Date and time of access

• Referring website

• General interaction information

You may be able to restrict cookies through your browser settings. Some website functions may not work correctly if cookies are disabled.

10. Storage and Security

Personal information may be held electronically or in physical records.

We take reasonable steps to protect information from:

• Misuse

• Interference

• Loss

• Unauthorised access

• Unauthorised modification

• Unauthorised disclosure

Security measures may include access controls, password protection, staff confidentiality requirements, secure systems and appropriate record-management procedures.

No internet transmission or storage system can be guaranteed to be completely secure.

11. Overseas Storage and Service Providers

Some technology or cloud-service providers may store or process information outside Australia.

Where this occurs, we take reasonable steps to understand the provider’s privacy and security practices and to handle information consistently with applicable Australian privacy requirements.

The countries involved may vary depending on the technology services used by Carers Heart.

12. Retention and Disposal

We retain personal information only for as long as reasonably necessary to:

• Provide services

• Maintain required participant and business records

• Meet NDIS, legal, insurance and regulatory obligations

• Resolve complaints, incidents or disputes

When information is no longer required, we take reasonable steps to securely destroy it or remove identifying details, subject to applicable record-retention requirements.

13. Accessing Your Information

You may ask for access to personal information we hold about you.

Before providing access, we may need to:

• Confirm your identity

• Confirm your authority to act for another person

• Consider any legal restrictions or the privacy of other people

If access cannot be provided, we will explain the reason where required by law.

14. Correcting Your Information

You may ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

We may contact you to verify the requested correction. We will take reasonable steps to update information where appropriate.

15. Privacy of Participants

We respect each participant’s privacy, dignity and right to make informed choices.

Participant information is shared internally only with workers and personnel who reasonably need it to perform their role.

We do not discuss a participant’s circumstances with family members, friends or other people unless:

• The participant has provided consent

• The person is an authorised representative

• Disclosure is necessary to prevent or lessen a serious threat

• Disclosure is otherwise required or permitted by law

16. Photographs and Videos

We will seek appropriate consent before using identifiable photographs, videos or stories of participants for website, promotional or communication purposes.

Consent may be withdrawn for future use by contacting Carers Heart. Withdrawal may not affect material that was lawfully published before consent was withdrawn.

Website images must not be copied, downloaded or reused without permission.

17. Data Breaches

If personal information is lost or accessed or disclosed without authorisation, we will assess the incident and take appropriate action.

Where required, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with applicable data-breach requirements.

18. Privacy Questions and Complaints

If you have a question or concern about privacy, please contact Carers Heart.

We will:

• Acknowledge your concern

• Review the circumstances

• Seek any information needed to investigate

• Explain the outcome and any action taken

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

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992

19. Changes to This Policy

We may update this Privacy Policy when our services, systems or legal responsibilities change.

The current version will be published on this page with an updated revision date.

20. Contact Us

For privacy questions, access or correction requests, please contact:

Carers Heart Pty Ltd
Phone: 0433 315 666
Email: [TEMPORARY EMAIL — TO BE CONFIRMED]
Location: Bella Vista, New South Wales
Contact page: [INSERT CONTACT PAGE LINK]