Privacy Policy

1. Information We Collect

We may collect personal information that is reasonably necessary to provide our services, communicate with you and operate our organisation.

This may include:

• Your name, date of birth and contact details.
• Your address and preferred method of communication.
• Information about your support needs, goals and preferences.
• Health, disability, care and service-related information.
• NDIS, aged care or funding information where relevant.
• Emergency contact, nominee, guardian or representative details.
• Feedback, complaints and correspondence with our team.
• Website usage information, enquiry details and technical data.

Where sensitive information is required, we will only collect it where permitted by law and where it is reasonably necessary for our services or operations.

2. How We Use Your Information

We may use personal information to:

• Respond to enquiries and provide requested information.
• Assess, plan, coordinate and deliver home care services.
• Create and manage personalised support arrangements.
• Communicate with participants, families and representatives.
• Work with authorised health professionals and service partners.
• Process payments, funding and service records.
• Meet legal, regulatory, quality and safeguarding obligations.
• Improve our services, website and client experience.
• Manage feedback, incidents, complaints and enquiries.

3. When We May Share Information

We do not sell or rent your personal information. We may disclose information where it is necessary to provide services, where you have consented, or where disclosure is required or authorised by law.

Information may be shared with:

• Our employees, contractors and authorised support workers.
• Your nominated representative, guardian or family member.
• Health professionals, service providers or funding bodies.
• Technology, administration and professional service providers.
• Government, regulatory or emergency authorities where required.

We take reasonable steps to ensure that third parties handle information securely and only for the intended purpose.

4. Data Storage and Security

We use reasonable administrative, technical and physical safeguards to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Information may be stored electronically or in secure physical records. Access is limited to authorised people who require the information for legitimate work purposes.

Although we take reasonable precautions, no internet transmission or electronic storage system can be guaranteed to be completely secure.

5. Accessing or Correcting Your Information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

We may need to verify your identity before responding. In some circumstances, access may be limited where permitted by law. Where access cannot be provided, we will explain the reason where appropriate.

6. Cookies and Website Information

Our website may use cookies and similar technologies to improve functionality, understand website usage and support analytics.

Cookies may collect information such as browser type, device information, pages visited, approximate location and visit duration. You can usually manage or disable cookies through your browser settings.

7. Third-Party Websites

Our website may contain links to third-party websites. Nirvana Home Care Services is not responsible for the privacy practices or content of external websites. We recommend reviewing their privacy policies before providing personal information.

8. Retention of Information

We retain personal information for as long as reasonably necessary to provide services, maintain business and service records, resolve matters and meet legal or regulatory obligations.

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

9. Privacy Questions or Complaints

Please contact us if you have a privacy question, concern or complaint. We will review the matter and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner or another relevant regulator.

10. Changes to This Privacy Policy

We may update this Privacy Policy when our services, practices or legal obligations change. The latest version will be published on this website with the updated date.