1. Introduction
Citizen Care (we, us, or our) is committed to protecting the privacy of your personal and health information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.citizencare.com.au and use our services.
We are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant state-based health records legislation.
2. Information We Collect
We collect information that is necessary to provide high-quality support and services to you.
• Personal Information: Name, date of birth, gender, contact details (email, phone, address), and emergency contact information.
• Sensitive & Health Information: Disability details, medical history, NDIS plans, support requirements, and healthcare identifiers.
• Financial Information: Payment details or NDIS participant numbers for billing and funding purposes.
• Technical Data: IP address, browser type, and usage data collected via cookies when you visit our website.
3. How We Collect Information
We collect information directly from you when you:
• Fill out an enquiry form on our website.
• Register for our services or enter into a Service Agreement.
• Communicate with us via phone, email, or in person.
• Provide us with documents (e.g., NDIS plans or medical reports).
We may also collect information from third parties (such as the NDIA, doctors, or family members) only with your express consent or where permitted by law.
4. Use of Your Information
We use your information to:
• Provide and manage your support services.
• Communicate with you regarding your care or enquiries.
• Process payments and manage NDIS funding claims.
• Comply with legal and regulatory obligations (e.g., NDIS Quality and Safeguards Commission requirements).
• Improve our website and service delivery.
5. Disclosure of Your Information
We do not sell your personal information. We may disclose your information to:
• Government Bodies: Such as the NDIS Quality and Safeguards Commission or the NDIA.
• Health Professionals: Other members of your treating team (with your consent).
• Service Providers: Third-party IT or administrative providers who assist our operations (subject to confidentiality).
• Legal Requirements: Where required by law or to prevent a serious threat to life or health.
6. Data Security
We take reasonable steps to protect your information from misuse, loss, unauthorized access, or disclosure. This includes secure electronic storage, encrypted data transfers, and restricted access for staff. We destroy or de-identify information when it is no longer required by law.
7. Access and Correction
You have the right to request access to the personal information we hold about you. You may also ask us to correct information that is inaccurate or out of date. To make a request, please contact us using the details below.
8. Cookies and Tracking
Our website uses cookies to enhance user experience. You can choose to disable cookies in your browser settings, though some website features may not function correctly as a result.
9. Third-Party Links
Our website may contain links to external sites (e.g., NDIS or myGov). We are not responsible for the privacy practices of these third-party websites.
10. Complaints
If you believe we have breached your privacy, please contact our Privacy Officer. We take all complaints seriously and will respond within [e.g., 30 days]. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
11. Contact Us
For any questions regarding this policy or your personal data, please contact:
Privacy Officer
Citizen Care Australia Pty Ltd
Email: support@citizencare.com.au
Phone: 0406 764 351