Privacy Policy
At Grace Care we value and respect your privacy and aim to take all possible measures to keep your private information safe. Appropriate clauses of law are strictly followed and so this privacy policy is formulated to help patients understand how and why their information is gathered, how it will be used or shared and how it will be protected.
1. Sensitive Information
In order to provide services, we may need to collect and process the following types of personal information.
- Personally Identifiable Information – this includes but not limited to the name, address, telephone number, email, a date of birth, and any other information you directly give us.
- Sensitive Information – in some cases we may need you to provide us with health information which is directly related to the services required for care.
- Payment Information – billing address and other transactions related to the services provided.
- Usage Data – information that is concerned with the way our website is being used such as IP address, type of browser, and type of device.
2. Use of Information
- For us to render and administer our services such as supporting coordination and caregiver allocation.
- For us to be able to communicate with you for appointments, queries and other ad-hoc communications regarding updates.
- For us to undertake payment and billing functions.
- For us to satisfy legal and or regulatory compliance.
- For us to better our website, services offered, and the overall experience of the user.
- For us to contact you if you agreed to receive updates or promotional materials.
3. Steps We Are Taking For Protecting Your Information
- Type-sensitive data is stored in encrypted form
- Data is accessible only by Authorized Personnel
- Regular reviews of the system along audits are conducted to strengthen security.
- No walled data is disposed of.
4. Distribution of Information
We will never sell or lease your private information to specific entities. However, in certain cases, we may disclose your private information:
- Vendors: Disclosing to independent vendors under confidentiality on a need to know basis (for instance: Care takers, IT vendors)
- Jurisdiction: If requested by any authority under law or by a court order.
- You: To the specific extent and for certain purposes for which permission is given by you.
5. Cookies and Other Tracking Technologies
6. Your Rights
- Find out if we have any personal details about you
- Correct any details which are wrong or incomplete.
- Remove data which you had consented to being processed, wherever applicable.
- Request the removal of your personal details in compliance with legal requirements.
- For further clarification, you can achieve these rights by reaching out to us via the details provided in the subsequent sections.
7. External Links
8. Amendments to This Privacy Policy
7. Cross-Border Disclosure
Grace Care’s primary operations are based in New South Wales, Australia. In some circumstances, personal information may be stored or processed using cloud-based software systems that operate on servers located overseas.
Where personal information is disclosed or transferred outside of Australia, Grace Care takes reasonable steps to ensure the overseas recipient handles the information in accordance with the Australian Privacy Principles or a comparable privacy framework.
8. Data Security
Grace Care takes the security of personal information seriously and implements appropriate technical, administrative, and physical safeguards to protect personal information from unauthorised access, disclosure, alteration, loss, or misuse.
Our security measures include:
Secure, password-protected digital systems with role-based access controls limiting who can view sensitive participant and staff information. Encrypted data transmission for online communications and digital document sharing. Physical security measures at our Seven Hills office protecting paper-based records. Staff training on privacy obligations, data handling procedures, and information security best practices. Regular review of our data security systems and practices to identify and address potential vulnerabilities.
Despite these measures, no data transmission or storage system can be guaranteed to be completely secure. If you have reason to believe your personal information has been compromised, contact us immediately on 1300 069 338 or info@grace-care.com.au.
9. Data Retention
Grace Care retains personal information for as long as it is needed to fulfil the purpose for which it was collected, to comply with our legal and regulatory obligations, and to resolve any disputes or enforce our agreements.
Participant records are retained in accordance with applicable NDIS, health, and privacy legislation requirements. Employment records are retained in accordance with Fair Work Act obligations and other relevant employment legislation. When personal information is no longer required and retention is not mandated by law, we take reasonable steps to destroy or de-identify it securely.
10. Website and Cookies
Grace Care’s website collects certain information automatically when you visit, including your IP address, browser type, pages visited, time spent on pages, and referring website. This information is collected through standard web analytics tools and is used to improve website performance and user experience.
Our website may use cookies, which are small text files stored on your device, to enhance your browsing experience. You can disable cookies through your browser settings, though this may affect some website functionality.
Our website may contain links to third-party websites. Grace Care is not responsible for the privacy practices of external websites and encourages users to review the privacy policies of any third-party sites they visit.
11. Your Privacy Rights
Under the Privacy Act 1988 and the Australian Privacy Principles, you have the following rights regarding your personal information:
Right to Access You have the right to request access to the personal information Grace Care holds about you. We will respond to access requests within 30 days. In most cases, access is provided free of charge. We may charge a reasonable fee for complex requests requiring significant administrative effort.
Right to Correction If you believe personal information we hold about you is inaccurate, incomplete, or out of date, you have the right to request correction. We will take reasonable steps to correct the information promptly.
Right to Complain If you believe Grace Care has breached the Australian Privacy Principles in handling your personal information, you have the right to lodge a complaint.
To exercise any of these rights, contact us directly:
Phone: 1300 069 338 Email: info@grace-care.com.au Address: 1 Redman Lane, Seven Hills NSW 2146
We will acknowledge your request within five business days and provide a substantive response within 30 days.
12. Privacy Complaints
If you have a privacy concern or complaint about how Grace Care has handled your personal information, we encourage you to contact us directly in the first instance so we can work to resolve the matter promptly and fairly.
Step 1: Contact Grace Care’s Privacy Officer by phone, email, or in writing at the contact details above.
Step 2: We will acknowledge your complaint within five business days and investigate the matter thoroughly.
Step 3: We will provide a written response to your complaint within 30 days of receipt, outlining our findings and any steps taken to address the issue.
If you are not satisfied with Grace Care’s response to your complaint, you have the right to escalate your complaint to the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au Phone: 1300 363 992 Post: GPO Box 5218, Sydney NSW 2001
13. Children’s Privacy
Grace Care takes the privacy of children and young people particularly seriously. Where we collect personal information about participants under 18 years of age, we do so with the consent of a parent, guardian, or authorised representative, except where the young person has the capacity to provide their own consent under applicable law.
Health and personal information about child and teenage participants is handled with the highest level of sensitivity and access is strictly limited to those directly involved in the young person’s support.
14. Staff and Contractor Privacy
Grace Care collects and handles personal information about employees and contractors as part of its employment and service delivery operations. This information is used for recruitment, employment management, payroll, training, performance management, and compliance purposes.
Staff personal information is kept confidential, stored securely, and accessed only by authorised personnel with a legitimate need. Grace Care’s employment privacy practices comply with the Privacy Act 1988 and applicable employment legislation.
15. Updates to This Policy
Grace Care reviews and updates this Privacy Policy periodically to reflect changes in our practices, legal obligations, and the regulatory environment. The current version of this policy is always available on our website at www.grace-care.com.au.
The date of the most recent update is noted at the bottom of this page. Continued use of our website or services following a policy update constitutes acceptance of the revised policy.
16. Contact Our Privacy Officer
For all privacy-related enquiries, access requests, correction requests, and complaints, contact Grace Care’s Privacy Officer directly:
Grace Care Pty Ltd Attention: Privacy Officer 1 Redman Lane Seven Hills NSW 2146
Phone: 1300 069 338 Email: info@grace-care.com.au
We are committed to handling all privacy enquiries promptly, respectfully, and in full accordance with our legal obligations.
Policy Effective Date: 2024 Last Reviewed: 2025 Next Review Due: 2026
This Privacy Policy is effective as of the date noted above and supersedes all previous versions. Questions About Your Privacy?
Grace Care takes your privacy seriously. If you have any questions or concerns about how we handle your personal information, our team is ready to help.
Call 1300 069 338 Email info@grace-care.com.au Visit 1 Redman Lane, Seven Hills NSW 2146