Privacy Statement

Privacy Statement

Connect Care Australia’s Commitment to Privacy
Connect Care Australia is committed to respecting, protecting and upholding all stakeholders’ rights to privacy and dignity including residents, participants, staff, management and representatives, of other service agencies. Connect Care Australia respects the right to privacy and is committed to safeguarding the privacy of our stakeholders as we collect, store and handle personal and sensitive information.

As an organisation we are subject to the NDIS Quality and Safeguards Commission rules and regulations and will follow the guidelines of the Australian Privacy Principles (APPs) in the Privacy Act (1988) in its information management practice. Connect Care Australia will ensure that:

  • Legal and ethical obligations as an employer and service provider, concerning protecting the privacy of participants and organisational personnel are met.
  • Participants are provided with information about their rights regarding privacy and confidentiality.
  • Participants and organisational personnel are provided with privacy and confidentiality
  • Assurance when they’re being interviewed or discussing matters of personal or sensitive nature.
  • All staff, management and volunteers understand the necessary requirements to meet their obligations.
  • Participants are informed of Connect Care Australia’s confidentiality policies using the language, mode of communication and terms they’re most likely to understand.
  • An interpreter will be made available or, will use easy access materials if necessary.

Stakeholders’ Rights
Connect Care Australia will ensure that each stakeholder understands, and agrees to:
• The type of personal and sensitive information being collected.
• The reasons for this collection.
• How that information will be used.
• With whom it may be shared with.
• How an individual will be able to access, update or correct their personal information.
• How an individual can make a complaint if they feel that Connect Care Australia has breached the Australian Privacy Principles.

If material is to be recorded in an audio or visual format, the participant must agree to their
involvement, in writing, before any material can be collected. The participant must also be informed prior to the time material is being recorded in an audio or visual format.

Collection of Personal and Sensitive information
‘Personal information’ in general terms means any information that can be used to personally identify an individual. Examples of Personal Information we collect include but are not limited to names, addresses, phone numbers and email addresses.

‘Sensitive Information’ is a subset of Personal Information. This may include but not limited to such examples of an individual’s racial or ethnic origin, sexual orientation, religious or philosophical beliefs and health information.

Connect Care Australia collects personal and sensitive information for the primary purpose of providing a service of excellence. To ensure privacy for participants or staff when discussing sensitive or personal matters, Connect Care Australia will only collect personal information which is necessary for the provision of supports and services and must never use this information for personal gain.

The type of information that we collect will depend on the relationship that Connect Care Australia has with the stakeholder and the service required. It may include:

  • Names, addresses, email address, phone numbers, date of birth, gender, identification details
  • Family type, country of birth, year of arrival, language spoken at home
  • Payment information in connection with a service
  • Financial information, such as housing, occupation, financial status, and income
  • Needs and circumstances (such as daily living needs)
  • Working history
  • Details of the service a stakeholder has requested or enquired about, or service provided, together with any additional information necessary to respond or deliver those services
  • Any additional information relating to a stakeholder that a stakeholder provides in-person, by telephone, in writing, via email, online portals or via our website
  • Information you provide to us through stakeholder surveys or visits by representatives from time to time
  • Sensitive information, such as racial or ethnic background, criminal history and details of health and disability
  • Information that is necessary to be collect by law or for a legal claim
  • Other personal or sensitive information not covered above but is collected for providing a stakeholder with a product or service.

The purpose of collection, use and disclosure of information

Connect Care Australia collects, holds, uses, and discloses personal information for the following purposes:

  • To assess whether a participant is eligible for services
  • To ensure a service of excellence, providing monitoring and tailoring a service to suit the needs of our stakeholders
  • To answer enquiries and provide information about Connect Care Australia services
  • To recruit staff, contractors, and volunteers
  • For planning, researching and analysing services and to make improvements to respond to an inquiry or request
  • Working with service providers and health professionals engaged in or working alongside Connect Care, to deliver services to our stakeholder
  • To comply with any law, rule, regulation, lawful and binding determination
  • Where disclosure is necessary to prevent or lessen a serious threat to a person’s life or health
  • Responding to enquiries from or initiating contact with enforcement bodies regarding enforcement related activity
  • To process and respond to any complaints
  • For the administrative, marketing (including direct marketing), planning for service development, quality control and research purpose of Connect Care Australia, its related bodies, contractors, or service providers.
  • Other situations where a reasonable person would expect us to collect, use and disclose information.

Stakeholder’s personal information will not be shared, sold, rented, or disclosed other than as described in this document.

How Information is collected
Connect Care Australia generally collects personal information directly from our stakeholders. At times it may be necessary to collect information about a stakeholder from a third party, such as a parent, carer, guardian, other allied health and health service provider, government or similar agency or the individual’s educational institution or workplace. This will be collected only with prior consent from the stakeholder and where it is not reasonable or practical for us to collect information directly, from the participating party themselves.

Disclosure of Personal Information
Connect Care Australia can only use or disclose personal information for the primary purpose for which it was collected. However, at times, Stakeholder’s personal information may be disclosed under several different circumstances including the following:

  • Third parties where the individual has consented to the use or disclosure
  • The person reasonably expects us to, or we have told them we will
  • We believe the disclosure is necessary to prevent or lessen a serious and imminent threat to an individual’s life, health, or safety
  • Where required or authorised by law
  • In other circumstances permitted by the APP’s (for example, if we reasonably believe the disclosure is reasonably necessary for law enforcement purposes)

Security of Personal Information
The security of our stakeholder’s personal information is extremely important to us. In dealing with personal information, Connect Care Australia will:

  • Ensure privacy for the residents, participants, staff, or management when an interview is being held or matters of personal or sensitive nature are being discussed
  • Collect and store personal information that is only necessary for the functioning of the organisation and its services
  • Use fair and lawful ways to collect personal information
  • Take reasonable steps to protect all personal information from misuse, loss and unauthorised access, modification, or disclosure
  • Ensure stakeholder records will be kept confidential and only handled by staff directly engaged in the delivery of service to the stakeholder
  • Ensure all staff, contractors and volunteers have understood, acknowledged, and signed Connect Care Australia’s privacy policy
  • Destroy or permanently de-identify personal information no longer needed or after legal requirements for retaining documents that have expired

Accessing Information
In accordance with the provisions of the Privacy Act 1988 an individual may request details of collected personal information that Connect Care Australia has stored relating to themselves. If an individual would like a copy of the information which we hold about them or believe that any information we hold is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact Connect Care Australia Management team.

There may be instances where Connect Care Australia cannot grant access to personal information. This may occur if granting access would interfere with the privacy of others or it would result in a breach of confidentiality. If an occurrence such as this happens, Connect Care Australia will provide written notice outlining the reasons the access cannot be granted.

Notifiable Data Breach
Connect Care Australia views data breaches as having serious consequences hence, we have robust systems and procedures in place to meet legislative compliance. In the unlikely event that a data breach occurs and deemed to be serious (an eligible data breach), Connect Care Australia will notify all parties potentially affected and the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme. The breach will be investigated, reviewed and any additional action necessary will be taken to prevent future breaches.

Complaints and Feedback Management
Connect Care Australia has created an environment where complaints and concerns, compliments and suggestions are welcomed and viewed as an opportunity for acknowledgement and improvement.  This process is to ensure that individuals have the right to make complaints and are encouraged to exercise their right in a blame-free and resolution-focused culture, respecting an individual’s right to privacy and confidentiality.

It is acknowledged that all comments and complaints are vital to review internal performance and processes and to develop continuous improvement of services as we see to achieve our care commitment.

Residents, participants, families, advocates or other stakeholders may submit a Complaints and Feedback form regarding Connect Care Australia’s supports, services, staff, or contractors.  The stakeholder can be provided information in Easy Read format if required.

It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

Connect Care Australia maintains that complaints and feedback can be managed effectively through:

  • Implementing an open and transparent complaint handling system
  • Observing the principles of natural justice and compliance with relevant mandatory reporting under Australian law
  • Committing to the right of stakeholders to complain either directly or through a representative
  • Undertaking procedural fairness to reach a fair and corrective decision
  • Taking reasonable steps to inform the complainant of the NDIS commission complaints process, including the use of various communication means, e.g oral and written
  • Maintaining complete confidentiality and privacy
  • Abiding by the NDIS Code of Conduct
  • Training staff in our complaint process and the rights of all stakeholders to complain
  • Considering all complaints seriously and respectfully
  • Advising participants and staff members of their right to complain
  • Staff will be trained in complaint handling during assessments and orientation
  • Guidance regarding the complaint process is outlined in the welcome information provided to our stakeholders
  • Provision of support for people who may need assistance to make a complaint
  • Protection of complainants against retribution or discrimination
  • Prompt investigation and resolution of complaints
  • Communicating and consulting with stakeholders during the complaints process and providing feedback and resolutions
  • Interpretation and application of policies and processes
  • Providing opportunities for all parties to participate in the complaint resolution process
  • Accepting Connect Care Australia and staff accountability for actions and decisions taken due to a complaint
  • Committing to resolve problems at the point of service or through referral to alternatives
  • Committing to use complaints as a means of improving planning, delivery and review of services through our continuous improvement processes
  • Referring complaints and feedback into our Continuous Improvement Policy and Procedure
  • Auditing annual the Complaints and Feedback Policy and Procedure

Complaints and suggestions can be made by:

  • Using the Complaints and Feedback Form
  • Contacting a member of staff, verbally or in writing, our staff must offer to document the complaint on behalf of the stakeholder if required and refer the matter to the Director
  • Contacting the Director, verbally or in writing
  • Responding to questionnaires and surveys
  • Sending an email to our contact email
  • Attending meetings/care conferences
  • Via Connect Care Australia website
  • Contacting external complaint agencies, e.g.  NDIS Quality and Safeguards Commission
  • Communicating orally, in writing, or other relevant means.

Connect Care Australia Contact Information:
Email: info@connectcare.com.au
Phone: (02) 9466 5132 or (02) 9191 5583
Website: www.connectcare.com.au

The Complaint management process and investigation will adhere to the principles of impartiality, privacy, confidentiality, transparency and timeliness. Complaints will not be discussed with anyone who does not have responsibility for resolving the issue.  Connect Care Australia will take into consideration any cultural and linguistic needs of a stakeholder and provide the relevant support mechanism such as an interpreter or similar.

Unresolved complaints will be referred to the Director for investigation and resolution.  Should the complaint not be resolved to the complainant’s satisfaction, the complaint will be escalated to aper so nominated by the complainant (with the complainant’s permission).

When complaints cannot be resolved internally, the complainant may be referred to:

NDIS quality and Safeguards Commission
PH: 1800 035 544 (free call from landlines) or TTY 133 677
National Relay Service 1800 035 544
Interpreters can be arranged.

Complaints About Privacy
If a stakeholder has any complaints or would like to provide feedback about our privacy practices, a complaint can be made by contacting us. Upon receiving a complaint, Connect Care Australia will investigate and respond within a reasonable period.  We take any privacy complaint seriously and will review a complaint fairly and promptly.  Please contact us:

Connect Care Australia Contact Information:
Email: info@connectcare.com.au
Phone: (02) 9466 5132 or (02) 9191 5583
Website: www.connectcare.com.au

If a stakeholder is not satisfied with Connect Care Australia’s response or in the way in which the matter has been dealt with, a complaint can be made to the Office of Australian Information Commissioner (OAIC) through

 http://www.privacy.gov.au or http://www.oaic.gov.au/

Changes to this Statement
Please be aware that we may modify this statement at any time and will publish any changes on our website.