Caring Hands Community Support Services (CHCSS) is committed to protecting the privacy and confidentiality of the people we support, their families, representatives, employees, contractors and website visitors.

This Privacy Policy explains how Caring Hands Community Support Services collects, uses, stores, discloses and protects personal information and sensitive information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.

1. About This Privacy Policy

This Privacy Policy applies to personal information collected by Caring Hands Community Support Services through our website, enquiries, service delivery, communication with participants and their representatives, employment applications and other interactions with us.

We aim to handle your information openly, respectfully and securely.

2. Information We Collect

The type of information we collect depends on our relationship with you and the services you require.

Personal Information

We may collect information such as:

• Full name
• Date of birth
• Residential and mailing address
• Phone number
• Email address
• Emergency contact details
• Details of family members, guardians or representatives
• NDIS-related information
• Aged Care-related information
• Service and support requirements
• Information provided through enquiries and forms
• Employment and professional information where relevant

Sensitive and Health Information

Because we provide community support, aged care, allied health and nursing services, we may need to collect sensitive information, including information about your health, disability, medical conditions, treatment, support needs and other information necessary to provide appropriate services.

We take additional care when handling sensitive and health information and will collect, use and disclose it only as permitted or required by applicable law and, where required, with your consent.

3. How We Collect Information

We may collect information directly from you when you:

• Contact us by phone, email or through our website
• Submit an enquiry or contact form
• Request our services
• Become a participant or client
• Provide information during an assessment or service intake
• Communicate with our staff
• Provide feedback or make a complaint
• Apply for employment or work with us

We may also collect information from authorised representatives, family members, guardians, support coordinators, health professionals, government agencies, funding bodies and other organisations where permitted and appropriate.

We may collect limited technical information automatically when you use our website, such as your IP address, browser type, device information, pages visited and website usage information.

4. Why We Collect and Use Your Information

We collect and use personal information for purposes including:

• Providing and coordinating services and supports
• Understanding your individual needs, preferences and goals
• Delivering safe and appropriate care and support
• Communicating with you and your representatives
• Managing appointments and service arrangements
• Coordinating with relevant healthcare and support professionals
• Managing NDIS and aged care-related requirements
• Responding to enquiries and requests
• Managing feedback and complaints
• Maintaining accurate records
• Processing payments and administration
• Managing our workforce and recruitment
• Improving our services
• Meeting legal, regulatory and reporting obligations
• Protecting the safety and wellbeing of participants, staff and others

We will generally only collect information that is reasonably necessary for these purposes.

5. Consent

Where appropriate, we will seek your consent before collecting, using or disclosing your personal or sensitive information.

You may withdraw your consent where applicable. However, there may be circumstances where we are required or authorised by law to collect, use or disclose information without consent.

If you choose not to provide information that is reasonably necessary for us to provide a service, it may affect our ability to provide that service safely or effectively.

6. Disclosure of Personal Information

We may disclose personal information where reasonably necessary to provide our services or where permitted or required by law.

Depending on the circumstances, information may be shared with:

• Your authorised representatives
• Family members, guardians or support persons where authorised
• Support coordinators and plan managers
• Healthcare and allied health professionals
• Nurses and other care professionals
• Service providers involved in your care
• NDIS-related organisations and relevant government bodies
• Aged care organisations and government agencies where applicable
• Our employees and contractors
• IT, hosting and technology service providers
• Professional advisers
• Insurers and other relevant service providers
• Regulatory authorities or law enforcement agencies where required by law

We will take reasonable steps to ensure that information is only disclosed for appropriate purposes and to people or organisations that are authorised to receive it.

7. Information Security

Caring Hands Community Support Services takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the information and circumstances, security measures may include:

• Secure electronic systems
• Access controls
• Password protection
• Staff confidentiality requirements
• Secure record management
• Appropriate physical security measures
• Regular review of information-handling practices

However, no electronic storage or transmission method can be guaranteed to be completely secure.

8. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or where we are required to retain it under applicable laws, regulations or professional requirements.

When information is no longer required, we will take reasonable steps to securely destroy, delete or de-identify it where appropriate.

9. Access to Your Personal Information

You may request access to personal information that Caring Hands Community Support Services holds about you.

To make an access request, please contact us using the details provided below.

We may need to verify your identity before providing access to your information.

In some circumstances, access may be limited or refused where permitted or required by law.

10. Correction of Your Information

We aim to keep personal information accurate, complete and up to date.

If you believe that information we hold about you is incorrect, incomplete or out of date, please contact us and request a correction.

We will take reasonable steps to correct information where appropriate.

11. Privacy Complaints

If you believe that Caring Hands Community Support Services has not handled your personal information appropriately, you can make a privacy complaint.

Please contact us with:

• Your name and contact details
• Details of your concern
• Any relevant information or documents
• The outcome you are seeking

We will review your complaint and respond within a reasonable timeframe.

We will handle privacy complaints fairly and confidentially.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC). The OAIC provides guidance on privacy complaints and the Australian Privacy Principles.

12. Cookies and Website Information

Our website may use cookies and similar technologies to help us operate, maintain and improve our website.

Cookies may collect information such as:

• Pages visited
• Website usage patterns
• Browser and device information
• General website traffic information

We may use analytics and other website technologies to understand how visitors use our website and improve the user experience.

You can adjust cookie settings through your web browser. Some website features may not function correctly if certain cookies are disabled.

13. Third-Party Websites

Our website may contain links to third-party websites, including government agencies, service providers and social media platforms.

Once you leave our website, this Privacy Policy may no longer apply. We recommend reviewing the privacy policies of third-party websites before providing them with your personal information.

14. Overseas Disclosure

Some technology, hosting, communication, cloud storage or other service providers we use may operate outside Australia.

Where personal information is disclosed overseas, we will take reasonable steps to handle that information in accordance with applicable Australian privacy requirements.

The countries involved may depend on the particular technology or service provider we use.

15. Children and Young People

Where we provide services to children or young people, we take appropriate steps to protect their personal information and privacy.

Where appropriate, information may be collected or shared with a parent, guardian or authorised representative in accordance with applicable laws and the individual’s circumstances.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices, technology or applicable laws.

The updated version will be published on this page with the Last Updated date changed accordingly.

We encourage you to review this Privacy Policy periodically.

17. Contact Us

If you have any questions about this Privacy Policy, would like to access or correct your personal information, or wish to make a privacy complaint, please contact us.

Caring Hands Community Support Services

Phone: 1800 443 938
Email: info@chcsservices.com.au
Website: chcsservices.com.au

Privacy Enquiries:
Please contact our team using the above details and include “Privacy Enquiry” in the subject line of your email.