1. Introduction

Platinum Private Care (“we”, “us”, “our”) is committed to protecting the privacy and confidentiality of all personal information we collect, use, store and disclose. This Privacy Policy explains how we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We understand that our clients and their families share deeply personal information with us. We treat all personal information with the utmost discretion, respect and care — consistent with the premium standard of service we deliver.

By engaging our services, using our website at platinumprivatecare.com.au, or contacting us in any way, you consent to the collection, use and disclosure of your personal information as described in this Policy.

2. What Personal Information We Collect

We may collect the following types of personal information:

2.1 Client Information

Full name, date of birth and gender
Residential address and contact details (phone, email)
Emergency contact and next-of-kin details
Health information including medical history, diagnoses, medications and care needs
Disability information where relevant to care planning
Financial information relevant to the arrangement and billing of care services
Personal preferences, lifestyle information and cultural or religious considerations

2.2 Family and Representative Information

Names and contact details of family members, guardians or legal representatives
Relationship to the client
Power of attorney or guardianship documentation where applicable

2.3 Website and Enquiry Information

Name, email address and phone number submitted via our contact form
General enquiry details and correspondence
Technical data such as IP address, browser type and pages visited (collected automatically)

2.4 Staff and Contractor Information

Identity documents, qualifications and employment history
Police clearance and background check information
Tax file numbers and banking details for payroll purposes

3. How We Collect Personal Information

We collect personal information in the following ways:

Directly from you during initial enquiries, consultations and care assessments
From family members, guardians or authorised representatives acting on your behalf
From treating doctors, specialists, hospitals and other healthcare providers (with your consent)
Through our website contact form and email correspondence
From referral partners such as discharge planners, aged care consultants and social workers
Through ongoing care coordination and case notes during the delivery of services

We will always seek to collect personal information directly from you wherever practicable.

4. Why We Collect and Use Your Personal Information

We collect and use personal information for the following primary purposes:

To assess your care needs and develop an appropriate care plan
To arrange, deliver and manage in-home care services
To communicate with you, your family and authorised representatives about your care
To coordinate with your healthcare providers to ensure continuity of care
To administer billing, invoicing and financial arrangements
To comply with our legal and regulatory obligations
To respond to enquiries, feedback and complaints
To improve our services and internal processes

Health information is considered sensitive information under the Privacy Act. We will only collect, use and disclose your health information where it is necessary for the provision of care services, where you have provided consent, or where otherwise required or permitted by law.

5. Disclosure of Personal Information

We do not sell, rent or trade your personal information. We may disclose your personal information to third parties only in the following circumstances:

5.1 Healthcare Providers

With your consent, we may share relevant health information with your treating doctors, specialists, hospitals, allied health professionals and other care providers involved in your care.

5.2 Service Providers

We may engage trusted third-party contractors and service providers (such as IT systems, accounting software or cloud storage) who assist us in operating our business. These parties are required to maintain the confidentiality of your information and are prohibited from using it for any other purpose.

5.3 Legal and Regulatory Requirements

We may disclose personal information where required by law, court order, or to respond to lawful requests from government agencies or regulatory bodies.

5.4 Emergency Situations

In an emergency where your life or the life of another person may be at risk, we may disclose relevant information to emergency services or medical personnel without prior consent.

5.5 With Your Consent

We may disclose your information to other parties where you have given us express permission to do so.

6. Storage and Security of Personal Information

We take the security of your personal information seriously. We implement appropriate technical, physical and administrative safeguards to protect your information from unauthorised access, disclosure, alteration or destruction.

Your personal information may be stored in secure electronic systems and in physical files held at our offices. Staff who have access to personal information are trained in privacy obligations and bound by confidentiality agreements.

We retain personal information for as long as necessary to provide our services and to meet our legal obligations. When personal information is no longer required, we will destroy or de-identify it securely.

While we take all reasonable steps to protect your information, no data transmission or storage system can be guaranteed to be 100% secure. If you have concerns about the security of your information, please contact us.

7. Access and Correction of Your Personal Information

You have the right to request access to the personal information we hold about you, and to request correction of any information that is inaccurate, incomplete or out of date.

To make an access or correction request, please contact our Privacy Officer using the details below. We will respond to your request within a reasonable timeframe and in accordance with our obligations under the Privacy Act.

In some circumstances we may be unable to provide access to certain information — for example, where it would unreasonably impact the privacy of another individual, or where we are legally required to withhold it. In such cases, we will explain our reasons in writing.

8. Our Website and Cookies

Our website at platinumprivatecare.com.au may use cookies and similar tracking technologies to improve your browsing experience and understand how visitors interact with our site. Cookies are small files stored on your device.

You may disable cookies through your browser settings, however this may affect the functionality of some parts of our website.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies independently.

9. Overseas Disclosure

In the ordinary course of our business, we do not disclose personal information to parties located overseas. In the unlikely event that we need to do so (for example, through use of an overseas cloud storage provider), we will take reasonable steps to ensure the overseas recipient handles the information in accordance with the Australian Privacy Principles.

10. Privacy Complaints

If you believe we have breached your privacy or handled your personal information in a manner inconsistent with this Policy, please contact our Privacy Officer in the first instance. We will acknowledge your complaint promptly and work to resolve it within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website. We encourage you to review this Policy periodically.

Significant changes will be communicated to existing clients directly.

12. Contact Us

For any privacy-related questions, requests or concerns, please contact our Privacy Officer:

Platinum Private Care

Unit 11, 20 Enterprise Drive, Bundoora VIC 3083

Phone: +61 482 792 408

Email: enquiries@platinumprivatecare.com.au Website: platinumprivatecare.com.au