1. Introduction
Hello Home Care Pvt Ltd (ABN: 25675948615) (“we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and manage your personal and sensitive information in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our obligations as an NDIS registered provider.
By accessing our services or providing information to us, you consent to the practices described in this policy.
2. Information We Collect
We collect information necessary to provide safe, personalised, and effective disability support services.
Personal Information may include:
Name, contact details (address, phone, email), date of birth
NDIS participant number and plan details
Emergency contact information
Financial details for billing purposes
Sensitive Information may include:
Health information, medical history, and disability support needs
Cultural background, religious beliefs (if relevant to your care)
Behavioural support plans, risk assessments
Feedback or complaint details
3. How We Collect Information
We collect information through:
Directly from you (forms, interviews, correspondence)
From your nominated representative, family member, or support coordinator
From the NDIA portal (with your consent)
From healthcare providers (with your consent)
Through our website and service delivery processes
4. Purpose of Collection
We collect, hold, use, and disclose your information to:
Assess your support needs and develop service agreements
Provide safe, high-quality disability support services
Manage billing and claims with the NDIS
Communicate with you about our services
Comply with legal and NDIS reporting obligations
Improve our services and internal processes
Handle complaints and feedback
5. Disclosure of Information
We will only disclose your information:
With your express consent
To our staff and contractors who need it to provide services
To the NDIS Quality and Safeguards Commission, as required by law
To emergency services in a life-threatening situation
To government agencies as required by law (e.g., Department of Health)
To your nominated representatives or support coordinators
Where required or authorised by law
6. Data Security
We take reasonable steps to protect your information from:
Misuse, interference, and loss
Unauthorised access, modification, or disclosure
We store information in:
Secure electronic systems with password protection and encryption
Locked physical filing systems for paper records
Secure cloud-based services with Australian data centres
7. Data Retention
We retain your personal information for as long as necessary to:
Provide services to you
Comply with legal obligations (typically 7 years after service cessation)
Fulfill the purposes outlined in this policy
Maintain accurate business records as required by NDIS regulations
8. Your Rights
You have the right to:
Access your personal information that we hold
Correct inaccurate, incomplete, or out-of-date information
Complain about how we handle your information
Withdraw consent (where applicable), understanding this may affect service delivery
To exercise these rights, contact our Privacy Officer using the details in Section 10.
9. Complaints
If you believe we have breached privacy laws, you may:
Contact our Privacy Officer to resolve the issue
If unsatisfied, contact the Office of the Australian Information Commissioner (OAIC)
10. Contact Our Privacy Officer
For privacy-related enquiries or to exercise your rights:
Privacy Officer
Hello Home Care
Email: info@hellohomecare.org
Phone: +61426977340
Address: 27 Goulburn crescent, South Ripley 4306, Qld
11. Changes to This Policy
We may update this policy periodically. The current version will always be available on our website. Continued use of our services after changes constitutes acceptance of the updated policy.