Privacy & Security Policy

In order for Aged Care Assistance to provide services of support and information to you we will need to request personal information from you. We respect your right to privacy and our responsibilities of security. This policy has been prepared to advise you of how we deal with information which we collect about you. If you want to know more please do not hesitate to ask us.

The information in this policy has been developed from obligations described in the Australian Privacy Act 1988.

The Director of Aged Care Assistance is obligated to ensure the Privacy & Security Policy is maintained by all contractors and business affiliates to Aged Care Assistance.

What information about you do we collect?

We only collect information that is required to provide our services to you and ensure we have the necessary health information available for appropriate service planning. If you are approaching us on behalf of another person we expect that you have their consent to pass personal details on to us. The information we require may include but not necessarily be limited to:

  • Name, address and contact details
  • Date of birth
  • Information about current care needs and health details
  • Medical history
  • Current Concerns
  • Current resources and service providers in use

We will only ask for information that we need to provide services to you.

While you are engaged with us we will be recording information that will ensure we hold a record of business discussions, all agreements and planned actions.

Please note that the ‘client’ is the person who firstly approaches Aged Care Assistance. The ‘person requiring assistance’ may not be the client in records made. Information will be recorded on both parties and if necessary for case management, information on other key parties may need to be recorded.

What do we do with the information we collect?

Any information we collect about you is placed in a documentation file and kept secured when not in use. We endeavour to ensure that no one who does not have a need to read your file gets access to it.

  • No information about clients will be passed on to a third party without the expressed knowledge and approval of the client
  • No information will be used for marketing, promotions or commercial purposes.
  • We will de-identify all personal information when describing our work in business and education presentations. This information may include aged of clients, postcode of clients, health and welfare concerns, reason for service involvement, outcomes data such as home care, day care, respite care or residential care service connections.
  • Your personal and private information will be respectfully managed on written records and stored in a secured filing cabinet when not in use. There will be no computer based or cloud based records. There may be use of email correspondence. In this circumstance we will ensure the end receiver address is checked before any personal identified information is exchanged.
  • Approaches to service providers on your behalf will include de-identified information initially. When you give us your consent for more formal arrangements to be made with service providers we will ask you to sign a written consent which approves personal information sharing.
  • An agreement will be drawn up by us outlining identified service needs and wishes plus planned actions and a time frame goal and will need to be signed by the client prior to Aged Care Assistance taking any formal steps in regard to service support. This document will include an estimate of the cost to client for services rendered.

How is information about me protected and managed securely?

  • All personal information and progress notes/plans are held in written files that are locked in a filing cabinet when not in use during consultations.
  • Diaries will be held and stored with Privacy Principles in mind.
  • Email addresses will be checked prior to the transmission of any personal details to ensure your information only goes to people involved in problem solving and service planning for your particular circumstance.
  • Your information will be held securely for 5 years after formal arrangements cease.
  • Documents will be destroyed by being shredded after 5 years.

Can I access my records?

  • You may at any time request access to information held about you.

What if I have a complaint?

Please always address your privacy and security complaints directly with the Director of Aged Care Assistance, Felicity Hage. If this does not resolve the issue you can contact the Australian Information Commissioner. We hope at all times to be of positive respectful help to you and at all times hold privately the information we record of our professional service delivery plans and actions.