Privacy Policy

1. Introduction

GV Complete Care (ABN: 40 612 237 699, NDIS Provider No: 4050044733) is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our services or website, you consent to the collection and use of your information as described in this Privacy Policy.

2. Information We Collect

We collect various types of information to provide and improve our services:

Personal Information

• Name, date of birth, and contact details (address, phone, email)
• NDIS participant number and plan details
• Medicare and health insurance information
• Emergency contact information
• Next of kin and family member details

Health and Disability Information

• Medical history and health conditions
• Disability-related information
• Medication records and allergies
• Care plans and support needs
• Progress notes and service delivery records

Other Information

• Financial and billing information
• Employment records (for staff and applicants)
• Website usage data and cookies
• Communication records (emails, phone calls, messages)

3. How We Collect Information

We collect information through various methods:

• Directly from you when you register for services, complete forms, or contact us
• From your authorized representatives, family members, or guardians
• From healthcare providers, support coordinators, and other service providers (with your consent)
• Through NDIS portals and systems
• From publicly available sources
• Through our website, including cookies and analytics tools

4. How We Use Your Information

We use your information for the following purposes:

• To provide disability support and aged care services
• To develop and implement care plans tailored to your needs
• To coordinate services with other healthcare providers and support coordinators
• To process NDIS claims and manage billing
• To communicate with you about services, appointments, and updates
• To comply with legal and regulatory requirements
• To ensure quality and safety in service delivery
• To improve our services and operations
• To respond to complaints and feedback
• For staff recruitment and employment purposes

5. NDIS and Healthcare Data Handling

As a registered NDIS provider, we handle sensitive health and disability information with the utmost care. We:

• Only collect information necessary for service delivery and NDIS compliance
• Store health information securely in compliance with NDIS requirements
• Share information only with your consent or as required by law
• Maintain confidentiality in accordance with the NDIS Code of Conduct
• Ensure all staff are trained in privacy and confidentiality practices

6. Information Sharing and Disclosure

We may share your information with:

• Healthcare providers: Doctors, specialists, therapists, and other healthcare professionals involved in your care (with your consent)
• NDIS and government agencies: For funding, compliance, and regulatory purposes
• Support coordinators: To coordinate your support services
• Emergency services: In case of emergencies or urgent medical situations
• Service providers: Third-party contractors who assist in service delivery (bound by confidentiality agreements)
• Legal and regulatory bodies: When required by law or to protect rights and safety

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

7. Data Security

We implement appropriate technical and organizational measures to protect your information:

• Secure storage systems with encryption and access controls
• Regular security assessments and updates
• Staff training on data protection and privacy practices
• Confidentiality agreements with all employees and contractors
• Secure disposal of records when no longer needed
• Compliance with NDIS security and privacy requirements

While we take reasonable steps to protect your information, no method of transmission or storage is 100% secure. We cannot guarantee absolute security of your data.

8. Your Rights

Under Australian privacy law, you have the right to:

• Access: Request access to your personal information
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your information (subject to legal requirements)
• Withdrawal of consent: Withdraw consent for certain uses of your information
• Complaint: Lodge a complaint about our handling of your information

To exercise these rights or for privacy-related inquiries, please contact our Privacy Officer using the details below.

9. Cookies and Website Usage

Our website uses cookies and similar technologies to enhance user experience and analyze website traffic. Cookies are small text files stored on your device. You can manage cookie preferences through your browser settings.

We may use analytics tools (such as Google Analytics) to collect information about website usage. This information is used to improve our website and services.

10. Third-Party Services

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

11. Data Retention

We retain your information for as long as necessary to provide services and comply with legal obligations. NDIS and healthcare records are retained in accordance with applicable laws and regulations, typically for a minimum of 7 years after the last service provision.

12. Children's Privacy

We provide services to children with disabilities. When collecting information from or about children, we obtain consent from parents or legal guardians. We handle children's information with additional care and in accordance with applicable child protection laws.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with a revised "Last Updated" date. We encourage you to review this policy periodically.

14. Contact Us

For questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact our Privacy Officer:

If you are not satisfied with our response to your privacy concern or complaint, you may contact the Office of the Australian Information Commissioner (OAIC):