Privacy policy

Last updated: 26 August 2026.

Who this is about

People First Healthcare Pty Ltd, ABN 23 621 550 070, of Tenancy 5, Level 1, 15 Vaughan Street, Essendon Fields VIC 3041. In this policy "we" and "us" mean that company.

We're bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and as an aged care provider we also handle health information, which the Act treats as sensitive information and protects more strictly than ordinary personal information.

This policy covers the pfhcare.com.au website and the enquiries that come through it. If you become a client, the personal and health information we collect while delivering care is governed by your service agreement, your consent, and the record-keeping obligations that apply to approved aged care providers. Ask us for a copy of those arrangements at any time.

What the enquiry form collects

Every enquiry form on this site asks for the same things:

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  Your first name and last name.
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  Your email address.
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  Your phone number.
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  Your postcode, which is what tells us whether we can reach you and which office should call.
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  Which of four situations describes where you're up to, on the forms that ask.
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  A free-text message, if you write one.

Nothing else on those forms is a real field. There's a hidden field a human never sees, used to catch automated spam, and a timestamp recording when the page loaded, used for the same purpose.

The message box is free text, so what ends up in it is up to you. People often describe a parent's health, a recent fall or a hospital stay, which means health information about you or someone else can arrive that way. Only write what you're comfortable sending, and if you're writing about somebody else, please make sure they'd be comfortable with it too. If you'd rather not put any of it in writing, call 1800 434 002 instead.

Where an enquiry goes

When you press submit, the form sends what you typed to a serverless function running on Netlify, which hosts this website. That function checks the submission is genuine and then creates a record in Pipedrive, the customer relationship management system we use to manage enquiries. Your details sit in Pipedrive as a contact, an enquiry and a note containing your message.

Before that happens, the submission is checked by Cloudflare Turnstile, which is the "I'm human" widget on the form. Turnstile receives a verification token from your browser and your IP address, and returns a pass or fail. It's there so the intake team isn't buried in automated spam.

Netlify, as the host, keeps standard server logs of requests to the site. Those logs include IP addresses, timestamps, the pages requested and browser user-agent strings.

Enquiries are read by our intake and care coordination staff. They aren't sold, rented or traded, and we don't pass them to third parties for marketing.

Cookies, analytics and third-party requests

This site sets no analytics or advertising cookies. We do not track you across other websites, and we do not use your browsing here to build a profile.

Two third parties receive a request from your browser simply because of how the page is built. Google Fonts serves the typefaces, and Cloudflare serves the Turnstile widget that protects the enquiry form from automated abuse. Both receive your IP address as part of any ordinary web request. Neither is used by us to identify you.

Most browsers let you block or delete cookies through their settings. Blocking them won't stop you using this site or sending an enquiry.

What we do with it

We use what you give us to answer your enquiry, work out whether we can help, arrange an assessment or a home visit, and set up services if you decide to go ahead. Where you've asked a question we can't answer, we use your contact details to come back to you with the answer.

If you send an expression of interest through the careers page, we use it to assess whether there's a role that fits and to contact you about it.

We don't add enquiry contacts to a marketing list without asking. If we ever do send you something you didn't ask for, there'll be a way to stop it in the message itself, and you can always tell us to stop by replying or calling.

We'll disclose personal information where the law requires it, including to the Aged Care Quality and Safety Commission or another regulator exercising its powers, or where it's necessary to prevent a serious and imminent threat to someone's life, health or safety.

Where your information is stored

Pipedrive, Netlify, Cloudflare and Google are all overseas providers, and information handled by them may be stored or processed outside Australia, including in the United States and in the European Union. We take reasonable steps to use providers who handle information in a way consistent with the Australian Privacy Principles, but by sending an enquiry through this website you accept that the information travels through those services.

Keeping it secure

The site is served over HTTPS, so what you type into a form is encrypted in transit. Access to the Pipedrive records is limited to staff who need it for their job. The credential that lets the website write to Pipedrive is held only on the server and is never present in the code your browser downloads.

No system is completely secure and we're not going to pretend otherwise. If a data breach occurs that's likely to cause serious harm, we'll notify affected people and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

How long we keep it

Enquiries stay in Pipedrive while we're dealing with them and afterwards as part of our business records, because an enquiry that goes nowhere this year often comes back next year and it helps to know what was already discussed.

Where you become a client, your records are kept for the periods required of an approved aged care provider under aged care and health records law, which are longer than we'd otherwise keep them and are not ours to shorten.

If you've enquired but never became a client and you'd like your enquiry deleted, ask us and we'll delete it, unless we're required to keep it or need it for a current legal claim.

Getting access, or having something corrected

You can ask for a copy of the personal information we hold about you, and you can ask us to correct anything that's wrong, out of date or incomplete. Email info@pfhcare.com.au or call 1800 434 002.

We'll need to confirm who you are before releasing anything, which usually means a few identifying questions rather than paperwork. We'll respond within a reasonable time, normally within 30 days. There's no fee for making a request. If a request is refused, and there are limited grounds on which it can be, we'll tell you why in writing and explain what you can do about it.

If you're acting for somebody else, an authorised representative, a person with power of attorney or a nominee recorded with My Aged Care, tell us in what capacity you're asking and we'll explain what we need to see.

Complaints about privacy

If you think we've mishandled your personal information, tell us first and give us the chance to fix it. Email info@pfhcare.com.au, call 1800 434 002, or write to Tenancy 5, Level 1, 15 Vaughan Street, Essendon Fields VIC 3041. We'll acknowledge it, look into what happened and come back to you with an answer.

If you're not satisfied with how we handle it, you can complain to the Office of the Australian Information Commissioner. Phone 1300 363 992, or go to oaic.gov.au. The OAIC is independent of us and its service is free.

Complaints about the care itself, rather than about privacy, go through our feedback and complaints page, which sets out the aged care escalation path.

Changes to this policy

We'll update this page when what we do changes, and the date at the top will change with it. If a change materially affects how we handle information we already hold about you, we'll tell you rather than leave you to notice.

Contact us about privacy

People First Healthcare Pty Ltd
Tenancy 5, Level 1, 15 Vaughan Street, Essendon Fields VIC 3041
Phone 1800 434 002
Email info@pfhcare.com.au

Office hours are Monday to Friday, 9:00am to 5:00pm, closed public holidays.