Privacy Policy
Effective Date: 7th June 2025
South West Care Services Pty Ltd ("we", "us", "our") is committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By using our services or accessing our website at www.southwestcare.com.au, you consent to the practices described in this policy.
1. What Information We Collect
We may collect and hold personal information that is reasonably necessary for our functions and activities as a provider of disability and aged care services.
This may include:
- Personal Information: Name, date of birth, gender, address, contact details, emergency contact details, and identification documents.
- Sensitive Information: Health records, disability status, medical history, medications, support requirements, NDIS plan details (if applicable), cultural background, or other sensitive data relevant to your care.
- Financial Information: Bank details, billing information, or payment history.
- Website Data: IP addresses, device information, and other analytics data when you access our website.
2. How We Collect Your Information
We collect your personal information in a variety of ways, including:
- Directly from you (in person, by phone, email, or online form);
- Through referrals from medical professionals, carers, family members, or other service providers;
- From third parties such as the NDIS, My Aged Care, or government agencies (where permitted);
- Automatically via our website (see Section 8 on Cookies & Website Use).
3. Why We Collect Your Information
We collect, hold, use, and disclose your information for purposes such as:
- Providing you with care and support services;
- Developing support plans;
- Communicating with you and responding to enquiries;
- Managing staff and contractors involved in your care;
- Meeting our legal, regulatory, and funding obligations (e.g., NDIS, My Aged Care);
- Monitoring, improving and evaluating our services;
- Ensuring the safety and wellbeing of you and others.
4. Disclosure of Your Information
We may disclose your personal or sensitive information to:
- Your authorised representatives, carers, or family members (where permitted);
- Medical or allied health professionals;
- Government bodies (e.g., NDIS, Centrelink, My Aged Care);
- Contractors or service providers engaged by us (e.g., IT support, auditors);
- Legal or regulatory authorities, if required by law.
We will not sell or rent your information to third parties.
5. Data Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes:
- Secure storage (electronic and physical);
- Restricted access to client records;
- Staff training in privacy obligations;
- Regular reviews of data protection practices.
6. Access and Correction
You have the right to access your personal information we hold and to request correction if it is inaccurate, out-of-date, or incomplete.
To make a request, please contact us using the details below. We may ask you to verify your identity before releasing information.
7. Complaints
If you believe we have breached your privacy, you may lodge a complaint by contacting us directly. We will respond within a reasonable time (usually 30 days).
If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992
8. Website and Cookies
When you visit our website, we may collect non-identifiable information for analytics purposes, including browser type, pages visited, and IP address.
Our website may use cookies to enhance your browsing experience. You can control cookie settings through your browser preferences.
9. Third-Party Links
Our website may contain links to other websites. We are not responsible for the privacy practices or content of those sites.
10. Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will be published on our website with the effective date at the top.
11. Contact Us
If you have any questions, concerns, or requests relating to your privacy or this policy, please contact us:
South West Care Services Pty Ltd
Website: www.southwestcare.com.au
Email: enquiry@southwestcare.com.au
Phone: 1800 093 339
Address: Unit 1/2 2 Kings Street, Campbelltown NSW 2560