Privacy Policy
1. Introduction
At Monash Care, we respect your privacy and are committed to protecting the personal information you share with us. This Privacy Policy outlines how we handle, collect, use, store and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”). OAIC+2OAIC+2
By using our website (https://monashcare.com.au/) and/or receiving our services, you consent to the practices described in this Policy.
2. Scope
This policy applies to all personal information collected by Monash Care via our website, over the phone, in-person, via email, or through any other means in the course of providing our care and support services (including “daily activities to specialised care” and “community-centred approach” as described on our site).
3. What personal information do we collect?
Depending on your interaction with us (as a client, participant, visitor, or enquiry), we may collect:
Identity information: full name, date of birth, gender, photo (where required)
Contact details: address, email, telephone/mobile number
Service-related information: NDIS participant number (if applicable), care plan details, support needs, health information, emergency contact details
Financial information: billing details, payment method, insurance/claim information (if applicable)
Communications: records of our interactions, correspondence, feedback, complaints
Website usage: IP address, device type, browser, pages visited, time spent (via cookies and analytics)
Other personal information relevant to providing our services to you.
4. How we collect your personal information
We collect personal information through:
Directly from you when you complete forms (online or paper), contact us, apply for services, attend assessments or onboarding.
From third parties (with your consent or where otherwise permitted) such as referrals, allied health providers, government agencies, family/carers.
Automatically when you visit our website (cookies, analytics).
In the course of delivering services (e.g., during assessments, care plans, support visits).
5. Why we collect and how we use your personal information
We collect and use personal information for the following purposes:
To assess your eligibility for our services, plan, deliver and review your care/support.
To administer and manage our service delivery, billing and payment, workforce management.
To communicate with you (including by email/SMS/telephone) about your services, appointments, changes, feedback.
To comply with legal/regulatory obligations (for example, under NDIS quality/safeguards, or health service requirements).
To improve our services and website (including analytics, feedback, quality assurance).
To send you newsletters or marketing communications (only where you have consented or as permitted by law).
For internal record-keeping and management.
6. Disclosure of your personal information
We may disclose your personal information to:
Staff, contractors and allied professionals who provide care/support or have a role in service delivery.
Third-party service providers, such as IT providers, payment processors, analytics providers (under contract ensuring confidentiality).
Government agencies, regulators, insurers, or as required under law.
Your nominated family member/carer or legal guardian (with your consent or where required).
Others where you have consented to the disclosure.
If any disclosure may involve sending your information outside Australia, we will inform you in advance and take reasonable steps to ensure the overseas recipient handles the information in line with the APPs. OAIC+1
7. Data storage, security and retention
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. business.gov.au+1
Our systems are secured (physical and electronic). Access is restricted to authorised personnel.
We will retain your personal information for as long as it is required for the purpose for which it was collected, or as required by law/regulation. When we no longer need the information, we will destroy it or de-identify it in a secure manner.
8. Access and correction
Under the APPs you have the right to access the personal information we hold about you, and request correction if you believe it is inaccurate, incomplete or out-of-date. OAIC+1
To access or correct information please contact us (see contact details above). We may charge a reasonable fee for providing access (if permitted by law) and may refuse access in certain circumstances (as allowed under the Privacy Act).
9. Complaints
If you believe your personal information has been mishandled by us, please contact us in the first instance (using the contact details above). We will investigate your complaint and respond within a reasonable timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). OAIC+1
10. Use of cookies and website analytics
Our website uses cookies and similar tracking technologies to collect usage information (for example pages visited, time on site, browser type). You can disable cookies via your browser settings, but please note this may affect functionality.
We use third-party analytics services (like Google Analytics) to analyse site usage so we can improve our online offering. These providers may store information outside Australia.
11. Marketing communications
If you have given your consent or where otherwise permitted under law, we may send you promotional communications about our services, news, insights, or events. You may opt-out of such communications at any time by following the unsubscribe link in the email or contacting us directly.
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practices or regulatory requirements. The updated version will be posted on our website and will be effective from the date indicated. We encourage you to review this policy periodically.
13. Additional matters for sensitive/health information
Because we are a care service provider, we may collect “sensitive information” (such as health information) from you. Under the Privacy Act we must obtain your consent to collect this information (unless an exception applies). Termly+1
We will handle such information with heightened care and only use or disclose it for the purpose for which it was collected, or a directly related purpose, or as required or permitted by law.
14. International transfers of data
Where we send your personal information overseas (for example to a cloud service provider located offshore), we will take reasonable steps to ensure that the overseas recipient protects your information in a way that is at least equivalent to the APPs.
You consent to such transfer by using our website or engaging with us (to the extent the transfers are described in this Privacy Policy).
15. Your rights and how to exercise them
You have the right to:
know what personal information we hold about you
request access to or correction of that information
refuse or withdraw consent to certain uses of your personal information (note this may affect service delivery)
lodge a complaint about how we handle your personal information
16. Contact us
If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:
Email: info@monashcare.com.au
Phone: 1300 050 051
