Privacy Policy
Purpose
Local Guardians (ABN 91 158 357 674) is committed to managing personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance
with other applicable privacy laws. This document sets out our policies for managing your personal information and is referred to as our Privacy Policy.
Policy Statement
Clients and prospective Clients:
When you enquire about our services or when you become a client of Local Guardians, a record is made which includes your personal information. The type of personal information that we collect may vary, but will typically include:
▪ your name, e-mail, physical address and other contact details;
▪ personal details such as your date of birth, family and emergency contacts, ethnicity and languages spoken, care services needed, care plan details, health conditions, activities, interests, circumstances; and
▪ any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Local Guardians.
Sensitive Information
Due to the nature of our services, Local Guardians may collect information that is considered sensitive information. This may include information about your health conditions and care requirements.
You can always decline to give Local Guardians any requested personal or sensitive information, but that may mean we cannot provide you with some or all of the services you have requested.
Collection purposes
The purposes for which we typically collect and use personal information depend on the nature of your interaction with us and may include:
– managing, planning, and administering services; or
– responding to enquiries and complaints.
Local Guardians generally collects personal information directly from you. We may collect and update your personal information over the phone, by email, over the internet or social media, or in person. We may also collect personal information about you from other sources, for example:
– referral partners and suppliers;
– government departments or agencies, for example the Department of Health through their ACAT assessments; and / or
_ third-party suppliers and contractors who assist us to operate our business and enable us to provide the support and package management services to clients.
Can you deal with Local Guardians anonymously?
Local Guardians will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general
enquiry or a complaint). Generally, it is not practicable for Local Guardians to deal with individuals anonymously or pseudonymously on an ongoing basis.
How do Local Guardians hold information?
Local Guardians stores information on electronic record keeping methods in secure databases (including trusted and secure third-party storage providers based in Australia). We take reasonable steps to protect
your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure. Our websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to exercise care in sending personal information via the internet. We take steps to destroy or de-identify information that we no longer require.
Do Local Guardians use or disclose your personal information for direct marketing?
Local Guardians may use your personal information for the purpose of informing you about our services or upcoming changes. We do not share your personal information for direct marketing purposes.
How does Local Guardians use and disclose personal information?
For Clients:
We will take all reasonable steps to protect the confidentiality of information you give us, as far as legally permissible.
We may use, provide or obtain your personal information for:
a) providing services to you;
b) our internal business operations and legal requirements;
c) providing you with information about us and the services that we offer;
d) to the person you tell us may receive information about you in an emergency, or related entities;
e) organisations and carers who assist us in operating our business;
f) providing information to, or receiving information from, other service providers that you receive services from;
g) administering billing and payments and debt recovery;
h) continuous improvement activities;
i) statistical analysis and reporting;
j) training staff, contractors and other workers;
k) risk management and management of legal liabilities and claims (for example, liaising with insurers, legal representatives and auditors); and/or
l) responding to enquiries and complaints regarding our services.
You understand this may include sharing your information with government agencies, including the Australian Aged Care Quality and Safety Commission.
Other uses and disclosures:
We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.
Does Local Guardians disclose your personal information overseas?
Our service providers are located in Australia and outside of Australia. We may transfer or otherwise disclose your personal information to third parties located outside Australia, including for example, third
parties who provide information technology and phone services to us. We will only disclose or transfer your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your personal information.
How can you access or seek correction of your personal information?
You are entitled to access your personal information held by Local Guardians on request. To request access to your personal information please contact our head office using the contact details set out below. You will not be charged for making a request to access your personal information.
We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or
discrepancies in information, we hold about you and letting us know if your personal details change. We may decline your request to access or correct your personal information in certain circumstances in
accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information
about the requested correction.
What should you do if you have a complaint about the handling of your personal information?
You may contact Local Guardians on the details listed below, should you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled. Please
refer to our complaints policy for details on how we manage your complaint.
If you are not satisfied with our response to your complaint, or you consider that Local Guardians may have breached the APPs or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or by using the contact details on the OAIC website: https://www.oaic.gov.au/ .
How are changes made to this privacy policy?
Local Guardians may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.
How can you contact Local Guardians?
Email: support@localguardians.com
Phone: (03) 7067 0555