Privacy Policy

1. Commitment to Privacy & Dignity

Care Hub Australia Pty Ltd (ABN Registered) is committed to protecting the privacy, confidentiality, and dignity of our participants, their families, carers, job applicants, and referrers. We handle all personal and sensitive health information in strict compliance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth), the National Disability Insurance Scheme Act 2013, and the NDIS Quality and Safeguards Commission Rules.

2. Personal & Sensitive Information We Collect

To deliver safe, personalized, and effective disability supports and allied health services, we collect necessary personal and clinical records, including:

• Participant Details: Full name, date of birth, residential address, telephone number, email, and preferred communication method.
• NDIS Information: NDIS participant number, plan start and review dates, goals, support budgets, and details of plan management (NDIA, Plan Managed, or Self Managed).
• Health & Diagnostic Records: Medical histories, functional assessments, clinician reports, medication charts, behaviour support plans, and dietary requirements.
• Emergency Contacts: Nominee, guardian, next-of-kin, and Support Coordinator details.
• Employment & Contractor Data: Resumes, police checks, NDIS worker screening checks, and qualifications for job applicants.

3. How We Collect Your Information

Whenever practicable, we collect information directly from you or your legal representative during intake consultations, phone calls, online referral forms, and service agreements. In circumstances where we receive information from external referrers (such as hospital discharge coordinators, GPs, or Support Coordinators), we verify that appropriate participant consent has been granted.

4. Use & Permitted Disclosure

We use and disclose personal information solely for the primary purposes for which it was gathered, including:

• Formulating and executing individualized NDIS care plans and allied health interventions.
• Coordinating care with your chosen multidisciplinary practitioners, doctors, and plan managers.
• Claiming and invoicing through the NDIS portal or your designated plan manager.
• Meeting statutory reporting obligations required by the NDIS Quality and Safeguards Commission or mandatory reporting laws.

We will never sell, rent, or trade your personal or health data to third-party commercial entities for marketing.

5. Data Security & Australian Cloud Storage

Care Hub Australia implements rigorous technical and organizational safeguards to ensure data integrity. All electronic health records are stored in secure Australian data centres with end-to-end encryption, regular penetration testing, strict role-based access permissions, and mandatory multi-factor authentication (MFA). Physical files are maintained in locked, access-restricted facilities.

6. Accessing & Correcting Your Information

Under the APPs, you have the right to request access to any personal or health records we hold about you. You may also ask us to correct or update inaccurate, incomplete, or out-of-date details. We will respond to all access and correction requests within 30 business days without unreasonable fees.

7. Privacy Concerns & Complaints Process

If you believe Care Hub Australia has breached your privacy or mishandled your records, please contact our Privacy Officer immediately. We investigate all complaints thoroughly and provide a formal written response. If you are not satisfied with our resolution, you have the right to contact the Office of the Australian Information Commissioner (OAIC) or the NDIS Quality and Safeguards Commission.

8. Privacy Contact Officer Details

For inquiries, access requests, or feedback regarding our privacy practices, please contact:

Privacy Officer – Care Hub Australia
Phone: 1300 209 086
Email: info@carehubaustralia.com
Address: 78 North Street, Hadfield VIC 3046