Privacy Policy

1. Information We May Collect

The information we collect depends on your relationship with Apex Aged Care Services and the services you enquire about or receive.

This may include:

• Your name, date of birth and contact details
• Address and emergency contact information
• Information about your aged care needs, preferences and support requirements
• Health and medical information relevant to providing safe and appropriate care
• Details about medications, allergies, mobility or other care considerations
• Information provided by family members, representatives, carers or health professionals where appropriate
• Funding, service and administrative information
• Records of communications with us
• Feedback, complaints or enquiries
• Information submitted through our website or online forms

2. How We Collect Information

We generally collect personal information directly from you when you contact us, make an enquiry, complete a form, arrange services or communicate with our team.

We may also receive information from another person or organisation where this is appropriate and permitted, including:

• A family member, carer or authorised representative
• A health professional or service provider
• A hospital or other care organisation
• Government agencies or funding bodies
• Other parties involved in coordinating your care or services

3. Why We Collect and Use Information

We may collect and use personal information for purposes connected with operating our aged care services, including to:

• Respond to enquiries and requests for information
• Assess your care and support requirements
• Plan, coordinate and provide services
• Communicate with you, your family, representatives or relevant care providers
• Manage appointments, service delivery and administration
• Maintain appropriate care and business records
• Manage billing, funding and related administration where applicable
• Improve our services and respond to feedback
• Meet legal, regulatory, clinical or safety obligations

4. Health and Sensitive Information

Some of the information required to provide aged care services may be health information or other sensitive information.

We only seek to collect health or sensitive information where it is reasonably required for our services, where you have provided consent, or where collection is otherwise permitted or required by law.

5. When We May Disclose Information

We do not disclose personal information unnecessarily. Where appropriate and permitted, information may be shared with parties such as:

• Your authorised family members, representatives or carers
• Health professionals involved in your care
• Hospitals, allied health providers or other service providers
• Government agencies, funding bodies or regulators where relevant
• Professional advisers or service providers supporting our operations
• Other parties where you have consented to the disclosure
• Authorities where disclosure is required or authorised by law

6. How We Store and Protect Information

Apex Aged Care Services takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Information may be stored electronically and, where applicable, in physical records. We use appropriate administrative, technical and organisational safeguards having regard to the nature of the information we hold.

Access to personal information is limited to people who require it for legitimate business, care, administrative or legal purposes.

7. Website, Forms and Cookies

When you use our website, certain technical information may be collected automatically by the website, hosting platform or analytics technologies used on the site.

This may include information such as browser type, device information, pages visited and general website usage information.

If you submit an enquiry or contact form, the information you provide will be used to respond to your request and for related administrative purposes.

8. Overseas Disclosure and Service Providers

We may use external technology, hosting, communications or professional service providers to support our operations.

Some providers may store or process information outside Australia. Where overseas handling of personal information occurs, we will take reasonable steps required under applicable privacy laws.

Because the location of technology service providers may change, you may contact us if you would like further information about overseas information handling relevant to your personal information.

9. Accessing or Correcting Your Information

You may contact us to request access to personal information we hold about you or to ask us to correct information you believe is inaccurate, incomplete or out of date.

We may need to verify your identity before providing access or making changes. In some circumstances, access may be limited or refused where permitted or required by law.

10. Anonymity and Pseudonyms

Where practical and lawful, you may be able to contact us without identifying yourself or by using a pseudonym.

However, providing aged care or health-related services will often require us to know your identity so that services can be delivered safely and appropriately.

11. Marketing Communications

If we send promotional communications, you may request that we stop sending them at any time.

Health information will not be used for direct marketing unless the necessary consent or other lawful basis applies.

12. Data Breaches

If a privacy or data security incident occurs, we will assess and respond to it in accordance with our legal obligations.

Where a data breach is subject to mandatory notification requirements, affected individuals and relevant authorities will be notified as required.

13. Privacy Questions or Complaints

If you have a question, concern or complaint about how Apex Aged Care Services has handled your personal information, please contact us.

We will consider privacy complaints and aim to respond appropriately based on the circumstances of the matter.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information handling practices or applicable legal requirements.

The latest version will be published on this website with the updated date shown near the top of the policy.