People First Healthcare – Privacy Policy
Privacy Policy
At a glance
This Privacy Policy outlines how People First Healthcare manages personal information and protects your privacy.
Scope
This policy applies to all Members, Stakeholders, Helpers, Employees, Contractors, Third Party Providers, and Directors associated with People First Healthcare.
Objective
The aim of this policy is to give individuals a clear understanding of the types of information that People First Healthcare collects and holds, as well as how that information is used and safeguarded.
Definitions
Personal Information – As defined under the Privacy Act 1988 (Cth), this refers to any information or opinion about an individual who is identifiable, whether the information is true or not, and whether it is recorded in a material form or not.
Sensitive Information – A subset of personal information that includes details or opinions about an individual’s racial or ethnic origin, political opinions, religious or philosophical beliefs, membership in professional or trade associations or unions, sexual orientation or practices, criminal record, health, genetic or biometric information, or biometric templates.
Policy Statement
At People First Healthcare, we recognise the trust you place in us when sharing your personal information. We are committed to protecting your privacy and ensuring your data is handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, state privacy laws, the Aged Care Quality Standards, and the NDIS Practice Standards.
The information we collect varies depending on your relationship with us (e.g. Member, Helper, Contractor, or Service Provider) and the purpose for which it is needed, such as service provision, support coordination, or care delivery.
We will seek your consent when collecting, using, or disclosing your personal information — for instance, when you become a Member, register as a Helper, or use our website. In limited situations, we may use or disclose personal information without consent, such as during emergencies or when required by law. We do not sell personal information and will always provide an option to opt out of marketing communications.
All staff and Helpers are bound by a Code of Conduct and confidentiality obligations. We implement best-practice security measures, including encryption of data at rest and in transit, controlled system access, password management, and multi-factor authentication. Our data is securely stored in facilities located in Australia and the United States.
You may access and request corrections to your personal information via our website or apps. You can also request deletion of your information, and where permitted by law, we will comply with your request.
We encourage feedback about this policy and will notify you promptly in the event of a data breach involving your personal information.
Collection of Information
We collect personal information directly from you or your authorised representative when you register as a Member, Helper, or Provider, or when you use our digital platforms.
With your consent, we may also collect information (including sensitive information) from third parties such as healthcare professionals, government agencies (e.g. My Aged Care, NDIS Commission), or other service providers.
Examples of information collected include:
– Personal details (name, contact information, date of birth, address)
– Identification numbers (e.g. My Aged Care ID)
– Health or care information (e.g. support plans, medical reports)
– Financial and billing details
– Employment, qualification, or background check information (for Helpers and Providers)
– Device and website usage data (e.g. IP address, cookies, and browsing activity)
Use and Disclosure of Information
We use personal information to:
– Provide services and manage care arrangements;
– Enable Helpers and Providers to deliver support;
– Respond to queries, feedback, or complaints;
– Meet legal and regulatory requirements;
– Improve our services and communication.
Personal information is only disclosed to authorised individuals and organisations as necessary to deliver services. All external recipients are required to protect the confidentiality of this information.
We will not disclose information outside Australia unless you provide explicit consent (e.g. nominating an overseas representative). Once consent is provided, People First Healthcare cannot be held responsible for how overseas recipients manage your data under Australian law.
Access, Correction, and Erasure
You can access or correct your personal information through our website or by contacting us directly. Requests are handled within 30 days (or up to 45 days for complex cases). We will take reasonable steps to keep your information accurate and current.
You may also request that your data be erased. Where legally permissible, we will comply; however, certain information may need to be retained to meet legislative obligations.
Security and Storage
We take extensive precautions to safeguard your personal information from loss, unauthorised access, or misuse. Data is encrypted both in transit and at rest, stored in secure facilities, and accessible only by authorised personnel following strict security protocols.
Cookies and Online Tracking
Our websites and apps use cookies to maintain user sessions and monitor performance. Some cookies are managed by third-party processors under confidentiality agreements. You may choose to disable cookies through your browser, but this may limit functionality.
Emails and Tracking Pixels
Marketing emails may include tracking pixels to help us measure engagement. You can disable image loading in your email settings if you prefer not to be tracked.
Feedback and Complaints
If you wish to provide feedback or make a complaint regarding this policy, please complete our feedback form or contact us on 1300 787 581. We will investigate and respond promptly.
If you are unsatisfied with our response, you can contact:
– **Office of the Australian Information Commissioner** – 1300 363 992, [oaic.gov.au](https://www.oaic.gov.au)
– **Aged Care Quality and Safety Commission** – 1800 550 552, [agedcarequality.gov.au](https://www.agedcarequality.gov.au)
– **NDIS Quality and Safeguards Commission** – 1800 035 544, [ndiscommission.gov.au](https://www.ndiscommission.gov.au)
Policy Updates
This Privacy Policy may be reviewed and updated from time to time. The most current version is always available on our website.