ALTRUCARE NURSING AND DISABILITY PTY LTD (ABN 69 696 953 349) (ALTRUCARE, we, us) respects your privacy. This policy explains how we handle personal information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where applicable, the Health Records Act 2001 (Vic) and Health Privacy Principles.
Information we may collect
Depending on your interaction with us, we may collect your name, contact details, suburb, communication preferences, enquiry details, service and support information, billing or plan-management information, and health information reasonably necessary to assess or provide an agreed service. We aim to collect only what is reasonably necessary.
Website and AI assistant
This website does not collect participant or health information through an online form. The AI assistant uses pre-written responses in your browser. Chat messages are not sent to ALTRUCARE or used for clinical decisions. Please do not enter health records, diagnoses, medication details or other sensitive information into the chat.
Our website hosting provider may automatically process limited technical information, such as an IP address, browser information or security logs, to operate and secure the website. We do not currently use advertising trackers or intentionally configure analytics cookies.
Why we collect information
We may use information to respond to enquiries, assess whether we can provide support, plan and deliver agreed services, communicate with participants and authorised representatives, meet clinical, safety, insurance, payment, record-keeping and legal obligations, manage feedback and complaints, and improve service quality.
Health and sensitive information
We generally collect health or other sensitive information with consent, or where collection is otherwise permitted or required by law. We will not use health information for direct marketing unless valid specific consent and the law allow it.
How we collect and disclose information
Information may be collected directly from you or, with your authority or where legally permitted, from a nominee, family member, support coordinator, plan manager, health professional or other service provider. We may disclose information to authorised workers or contractors, health professionals, plan managers, insurers, professional advisers, technology providers or government and regulatory bodies when necessary and lawful. We do not sell personal information.
Storage, security and overseas services
We take reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. Service records should be stored in access-controlled systems. Some technology or cloud providers may process information outside Australia; where this applies, we will assess the provider, use appropriate safeguards and explain relevant overseas handling in collection notices or service documentation.
Retention and destruction
We retain records for the periods required by health, NDIS, taxation, insurance and other applicable laws and professional obligations. When information is no longer required, we take reasonable steps to securely destroy or de-identify it, unless the law requires retention.
Access and correction
You may request access to personal or health information we hold about you, or ask us to correct inaccurate information. We may need to verify your identity. If access cannot lawfully be provided, we will explain the reason and available complaint options where required.
Privacy complaints and data breaches
Contact our Privacy Officer using the details below. We will acknowledge and assess the concern and aim to respond within a reasonable period. Eligible data breaches will be assessed and notified in accordance with applicable law.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or, for Victorian health information matters, the Health Complaints Commissioner Victoria.