Aunty’s House
Privacy Policy
How we collect, use and protect your information, and the choices you have about it.
Aunty's House Disability Care Services (ABN 39 651 194 160, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you visit www.auntyshouse.au, contact us or receive our NDIS support services.
We aim to manage personal information openly and transparently and in accordance with applicable privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply. As an NDIS provider, we also respect the privacy and dignity requirements that apply to NDIS participants.
We support people from different cultural and language backgrounds. You can contact us in English, Arabic, Somali, Farsi, Dari or Indonesian if you would prefer to discuss your privacy questions in one of these languages.
Information We Collect
The information we collect depends on how you interact with us and the services you receive. This may include:
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Name, date of birth and contact details
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Residential or postal address
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NDIS participant number and relevant plan information
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Information about your disability, health, care needs and support goals
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Emergency contact
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Communication and language preferences
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Information about cultural or religious preferences where relevant to your care
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Payment, invoicing and billing information
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Information provided through enquiries, forms, emails, phone calls or other communications
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Information required to arrange, coordinate and deliver NDIS supports
Some of this information may be sensitive information, including health and disability information. We only collect sensitive information where it is necessary for our functions or activities and, where required by law, with your consent.
We do not seek to collect sensitive information that is not relevant to our services. However, you may choose to provide information about your culture, religion, language or other personal circumstances where it helps us understand and deliver your preferred services.
How We Collect Your Information
We generally collect personal information directly from you. This may happen when you:
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Complete a website form or service document
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Contact us by phone, email or another communication channel
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Request information about our services
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Begin or receive NDIS services
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Provide information during assessments or support planning
We may also receive information from authorised representatives, family members, carers, support coordinators, plan managers, allied health professionals, the NDIA or other organisations involved in your care, where permitted or authorised.
Where we collect information from another person or organisation, we take reasonable steps to provide any notices required under applicable privacy law.
How We Use Your Information
We may use personal information to:
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Assess and understand your support needs
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Plan, coordinate and deliver NDIS supports
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Develop and review support arrangements
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Communicate with you and your authorised representatives
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Coordinate with support coordinators, plan managers and other authorised providers
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Manage bookings, billing and payments
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Maintain records required for service delivery and legal obligations
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Respond to enquiries, feedback and complaints
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Improve our services and respond to participant feedback
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Meet our NDIS, regulatory, legal and reporting obligations
We only use personal information for purposes permitted by applicable privacy law.
How We Share Your Information
We may disclose personal information where it is reasonably necessary to provide services, where you have authorised the disclosure, or where disclosure is required or permitted by law.
Depending on the circumstances, this may include sharing information with:
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Your nominee, representative, family member or carer where authorised
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Support coordinators and plan managers
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Allied health professionals and other providers involved in your care
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The NDIA or other NDIS-related bodies where required or authorised
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The NDIS Quality and Safeguards Commission where required or authorised
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Workers and contractors who provide services on our behalf
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Information technology, cloud storage, communication or payment service providers
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Professional advisers where reasonably necessary
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Government agencies, regulators or law enforcement bodies where required or authorised by law
We do not sell your personal information.
Cookies and Website Information
Our website may use cookies and similar technologies to support website functionality, security, preferences and, where enabled, website analytics. Cookies are small files stored on your device by your web browser.
Some website services may collect technical information such as your IP address, browser type, device information, pages visited and website interactions. You can control or disable cookies through your browser settings, although some website features may not work as intended.
Where third-party services are used on our website, their own privacy policies may also apply.
Marketing Communications
We may contact you about services, updates or other communications where permitted by law. You can opt out of non-essential marketing communications at any time by contacting us or using the unsubscribe option provided.
Opting out of marketing communications will not affect communications that are necessary for providing services, managing your account or meeting legal or regulatory obligations.
Providing Your Information
You can choose not to provide certain personal information. However, some information may be reasonably necessary for us to assess your needs, arrange services, communicate with you or deliver NDIS supports.
Where information is required for a particular purpose, we will explain this and, where applicable, the consequences of not providing it. Where consent is required to collect or handle sensitive information, we will seek that consent in accordance with applicable law.
Where consent is the basis for a particular use or disclosure, you may withdraw your consent by contacting us, subject to legal or service-related requirements that may continue to apply.
Keeping Your Information Secure
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Depending on the information and how it is handled, security measures may include restricted access, secure systems, password controls, staff privacy obligations and secure storage of paper records.
No method of transmitting or storing information can be guaranteed to be completely secure. We continue to review our processes and take reasonable steps to reduce privacy and security risks.
Data Breaches
We maintain processes for identifying, containing and responding to suspected data breaches.
Where the Notifiable Data Breaches scheme applies and an eligible data breach is likely to result in serious harm, we will take the required steps to notify affected individuals and the Office of the Australian Information Commissioner.
Keeping Your Information Accurate
We take reasonable steps to ensure personal information we hold is accurate, complete and up to date for the purposes for which it is used or disclosed.
Please contact us if your details change or you believe information we hold about you is inaccurate, incomplete or out of date.
Accessing Your Personal Information
You can request access to personal information we hold about you by contacting admin@auntyshousehomecare.com.au. We may need to verify your identity before providing access. We will respond within a reasonable period.
Access may be refused in limited circumstances permitted by law. If we refuse access, we will explain the reason where required and tell you how you can make a complaint about the decision.
Correcting Your Personal Information
If you believe information we hold about you is inaccurate, incomplete, out of date or misleading, contact us at admin@auntyshousehomecare.com.au.
We will take reasonable steps to correct information where appropriate and will respond within a reasonable period. As a general guide, this should not exceed 30 calendar days.
If we do not agree to make a requested correction, we will explain why and tell you how to make a complaint.
Sharing Information Outside Australia
We do not routinely disclose personal information to overseas recipients. However, some technology, cloud storage, communication or other service providers we use may store or process information outside Australia.
Where personal information is disclosed overseas, we will take the steps required by applicable privacy law. This may include taking reasonable steps to ensure an overseas recipient handles the information consistently with the Australian Privacy Principles or relying on an applicable exception.
Where required by the Privacy Act, this policy will identify overseas recipient countries where it is practicable to do so.
Retention and Disposal of Information
We retain personal information for as long as reasonably necessary to provide services, meet legal and regulatory obligations, resolve complaints, manage records and protect our legitimate interests.
When personal information is no longer required and there is no legal or regulatory reason to retain it, we take reasonable steps to destroy securely or permanently de-identify it.
Some health information may be subject to additional retention requirements under Victorian law. Where those requirements apply, we will retain records for the required period.
Complaints About Privacy
We encourage you to contact us first if you have concerns about how we collect, use, disclose or protect your personal information.
You can make a privacy complaint by contacting:
Email: admin@auntyshousehomecare.com.au
Phone: 0424 786 513
We will review your concern and work with you towards a fair and appropriate resolution. You may provide a complaint in a way that suits your communication needs.
As an NDIS participant, you can also contact the NDIS Quality and Safeguards Commission about concerns involving an NDIS provider, including suspected privacy breaches. The NDIS Commission can be contacted on 1800 035 544 or through its online complaints service.
If your concern relates to a breach of the Australian Privacy Principles and you are not satisfied after raising it with us, you may also contact the Office of the Australian Information Commissioner (OAIC). You can find information about privacy complaints at www.oaic.gov.au.
Changes to This Privacy Policy
We may update this Privacy Policy when our information-handling practices, services or legal obligations change.
The latest version will be published on our website with its update date. We encourage you to review this page periodically so you remain aware of how we handle personal information.
Contact Us
If you have questions about this Privacy Policy, want to access or correct your personal information, or wish to make a privacy complaint, please contact us.
Aunty's House Disability Care Services
Mulgrave VIC 3170, Australia
Phone: 0424 786 513
Email: admin@auntyshousehomecare.com.au
Website: www.auntyshouse.au
Hours: Monday–Friday 7am–7pm; Saturday–Sunday 9am–5pm
We can also assist you in Arabic, Somali, Farsi, Dari or Indonesian on request.
For general information about privacy rights in Australia, visit www.oaic.gov.au.