Privacy Policy

1. Information Collected by Easecare Home Care

Easecare Home Care may collect personal information that is reasonably necessary for its functions and activities, including to provide care, support and related services. The types of personal information collected may include:

• Name, date of birth, address, telephone number and email address
• Emergency contact details, and details of family members, carers, guardians, nominees or representatives
• Medicare, pension, concession or funding-related information, where relevant
• NDIS participant details, aged care or home care package details, where applicable
• Health information, including medical conditions, allergies, medications, mobility requirements, care needs and support plans
• Disability-related information and cultural, language, religious or personal preferences relevant to care
• Risk assessments, incident information and service notes
• Billing, payment and invoicing information
• Feedback, complaints and survey responses
• Website usage information, including cookies and analytics data
• Job application information, including employment history, qualifications, references, right-to-work information and screening checks
• Any other information provided by an individual, authorised representative, referrer, healthcare provider, government agency or service provider

Easecare Home Care will generally collect sensitive information only where the individual has consented, where the information is necessary to provide services, or where collection is otherwise permitted or required by law.

2. How Personal Information Is Collected

Easecare Home Care may collect personal information directly from an individual when that individual visits our website, submits an online enquiry or referral, contacts us by phone, email, SMS, post or social media, requests information about services, participates in an assessment or intake process, receives services from us, subscribes to communications, provides feedback or makes a complaint, or applies for employment, contractor or volunteer work.

We may also collect personal information from third parties where reasonable and lawful, including from family members, carers, guardians or representatives; healthcare providers, allied health professionals and hospitals; government departments or agencies; NDIS, aged care or other funding bodies; referral partners, support coordinators, case managers and plan managers; and recruitment agencies, referees and screening providers.

Where personal information is provided about another person, the person providing that information should have authority to do so and should ensure the individual is aware of this Privacy Policy.

3. Purposes for Which We Use Personal Information

Easecare Home Care may use personal information to respond to enquiries; assess eligibility and suitability for services; arrange, deliver, manage and review care and support services; prepare care plans, service agreements and risk assessments; communicate with clients, representatives and families; coordinate care with other providers and government agencies; manage appointments, rosters and service delivery; process payments and funding claims; maintain client records; comply with legal, regulatory, contractual and funding obligations; respond to incidents, emergencies, complaints and feedback; improve services, systems and website functionality; conduct quality assurance, audits and training; send permitted communications; assess employment or volunteer applications; verify identity and screening checks; and manage business administration, insurance and governance.

We will not use personal information for a purpose unrelated to the purpose for which it was collected unless consent has been obtained or the use is otherwise permitted by law.

4. Website Forms and Online Enquiries

Where a person submits information through our website — including via an enquiry form, referral form, newsletter form or contact form — we may collect the information provided and use it to respond to the enquiry, process the request or provide information about services. This may include name, email address, telephone number, suburb or service location, requested services, details of care or support needs, preferred contact method, and any message submitted.

Individuals should avoid submitting highly sensitive information through website forms unless required for the relevant enquiry or referral.

5. Cookies and Website Analytics

Our website may use cookies, pixels, analytics tools and similar technologies to improve website functionality, understand visitor behaviour and enhance user experience. A cookie is a small data file stored on a user's device.

The website may use essential cookies required for operation; analytics cookies to understand usage; functionality cookies to remember preferences; advertising or remarketing cookies, where applicable; and third-party cookies from service providers such as analytics, advertising or hosting platforms.

You may disable cookies through your browser settings, though this may affect some website functionality. We may use tools such as Google Analytics or Meta Pixel to collect aggregated information about website traffic, pages visited, browser/device type and general location, generally not intended to personally identify individual users.

6. Push Notifications and Electronic Communications

Easecare Home Care may send electronic communications, including emails, SMS messages, service updates, reminders, newsletters or marketing communications. Where browser push notifications or similar alerts are used, you may disable these through your browser or device settings.

Marketing communications will only be sent where permitted by law. You may unsubscribe at any time using the unsubscribe link in the communication or by contacting us.

7. Disclosure of Personal Information

Easecare Home Care may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy, including to:

• Employees, contractors, care workers and service providers engaged by Easecare Home Care
• Family members, carers, guardians, nominees or authorised representatives
• Healthcare providers, allied health professionals and hospitals
• Support coordinators, plan managers, case managers and other support providers
• NDIS, aged care, home care package or other funding bodies, where applicable
• Government agencies, regulators and departments
• Insurers, auditors, legal advisers, accountants and professional advisers
• Payment processors, billing providers and financial institutions
• IT, website, hosting, cloud storage and software providers
• Recruitment, screening and background checking providers
• Emergency services, where required
• Any other person or organisation where authorised by the individual or required or permitted by law

We take reasonable steps to ensure that third parties who handle personal information on our behalf are required to protect it and use it only for authorised purposes.

8. Disclosure of Health Information

As a home care provider, Easecare Home Care may collect and use health information where necessary to provide safe and appropriate services. Health information may be shared with healthcare providers, allied health professionals, emergency services, carers, authorised representatives or relevant funding bodies where necessary for care coordination, safety, service delivery, incident response or compliance.

We handle health information with additional care due to its sensitive nature and will only collect, use or disclose it in accordance with applicable privacy and health records laws.

9. Overseas Disclosure

Some of our technology, website, email, cloud storage, customer relationship management, rostering, payment or software service providers may store or process information outside Australia. Where personal information is disclosed overseas, we will take reasonable steps to ensure the overseas recipient handles it consistently with Australian privacy obligations, unless an exception under privacy law applies.

10. Links to Third-Party Websites

Our website may contain links to third-party websites, platforms or resources. We are not responsible for the privacy practices, content or security of third-party websites. You should review the privacy policies and terms of those websites. This Privacy Policy applies only to information collected by Easecare Home Care.

11. Newsletters and Marketing

Where a person subscribes to a newsletter, requests information or otherwise consents to receive updates, we may collect their name, email address, telephone number and communication preferences, and use this to send relevant service information, updates, promotional or educational material.

You may opt out of marketing communications at any time by clicking the unsubscribe link in an email, replying "unsubscribe" where offered, or contacting us using the details in this Policy. Service-related communications — such as appointment reminders, care updates or safety notices — may still be sent where required for service delivery.

12. Surveys, Feedback and Complaints

We may request feedback or invite participation in surveys to improve services, website functionality and client experience. Participation is voluntary. Information collected may be used for service improvement, staff training, reporting, compliance and quality assurance.

Where a complaint is made, we may collect and use personal information to assess, investigate, respond to and resolve the complaint.

13. Referrals and "Tell a Friend" Features

If Easecare Home Care offers a referral or "tell a friend" feature, it may collect the referred person's name, contact details and relevant referral information. The person making the referral should have the referred person's consent or authority to provide their information. We will use the referred person's information only to respond to the referral or enquiry, unless they consent to further contact.

14. Employment, Contractor and Volunteer Applications

We may collect personal information from applicants for employment, contractor roles or volunteer positions, including contact details, resume and employment history, qualifications and professional registrations, references, identity documents, right-to-work information, police checks, NDIS worker screening checks, Working with Children Checks and other compliance checks, relevant health or capacity information where lawful, and interview notes and assessment outcomes.

This information is used to assess suitability, conduct screening, verify information, manage recruitment and comply with legal and regulatory obligations.

15. Security of Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Security measures may include secure website hosting and SSL encryption where available, password-protected systems and access controls, secure cloud storage and software platforms, staff confidentiality obligations, internal privacy and information-handling procedures, secure disposal or de-identification of information no longer required, staff training, incident response procedures, and regular review of security practices.

No method of electronic transmission or storage is completely secure; however, we take reasonable steps to maintain the security of the information we hold.

16. Data Retention

We will retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide services, comply with legal obligations, resolve disputes, maintain records, manage insurance and meet regulatory or funding requirements. Where personal information is no longer required, we take reasonable steps to destroy or de-identify it, unless retention is required or permitted by law.

17. Access to Personal Information

You may request access to personal information we hold about you. Requests should be made in writing using the contact details below. We may need to verify your identity before providing access.

We will respond to access requests within a reasonable period. In some circumstances, access may be refused or limited where permitted by law, including where access would unreasonably affect another person's privacy, pose a serious risk to health or safety, or prejudice an investigation or legal process.

18. Correction of Personal Information

We take reasonable steps to ensure personal information is accurate, complete and up to date. You may request correction if you believe information about you is inaccurate, out of date, incomplete, irrelevant or misleading. Correction requests should be made in writing using the contact details below. If we refuse to correct information, we will provide reasons where required by law and may allow you to request that a statement be associated with the record.

19. Anonymity and Pseudonymity

Where lawful and practicable, you may interact with us anonymously or using a pseudonym. However, this may not be practicable where we need to identify you to respond to an enquiry, provide care, manage safety, meet funding requirements or comply with legal obligations.

20. Notifiable Data Breaches

Easecare Home Care will respond to suspected or actual data breaches in accordance with applicable legal obligations. Where a data breach is likely to result in serious harm, we will take steps required under the Notifiable Data Breaches scheme, which may include notifying affected individuals and the Office of the Australian Information Commissioner.

21. Complaints About Privacy

You may make a privacy complaint if you believe Easecare Home Care has mishandled your personal information or breached this Privacy Policy. Complaints should be made in writing using the contact details below and should include sufficient detail to allow assessment.

We will acknowledge your complaint within a reasonable time, investigate it, request further information if required, and provide a response within a reasonable period.

22. Changes to This Privacy Policy

Easecare Home Care may update this Privacy Policy from time to time to reflect changes to its services, website, business operations or legal obligations. The updated Privacy Policy will be published on our website, and the effective date at the top of this page will indicate when it was last updated. Personal information will be handled in accordance with the Privacy Policy in effect at the time of collection, unless otherwise permitted by law.

23. Contact Details

For questions, access requests, correction requests, complaints or privacy-related enquiries, please contact our Privacy Officer: