Privacy & Terms

Privacy Statement

Last reviewed: December 2022

Our commitment

Rose Life Care believes every person deserves care built on respect, dignity and honesty. We keep all information about our clients confidential, and we handle personal information in accordance with the Australian Privacy Principles (APPs). Where other agencies collect, store, use or handle personal information on our behalf, we include privacy clauses in our agreements to ensure your information stays protected.

The information we collect

We only collect information relevant to providing aged care and support services. If you choose not to provide certain information, we may not be able to provide a service. The personal information we collect from clients or prospective clients may include:

• Name and contact details
• Medical and health information
• Information relating to your care needs, goals and aspirations
• Representative, advocate, case manager or carer details
• Guardian or administrator details
• Cultural background and/or preferred language
• Emergency contact details
• Other circumstances that may affect your care

We may collect this information directly from you, or through a third party such as an assessment service (e.g. ACAT) or another provider — always with consent.

How we use your information

We use personal information only for the purpose for which it was collected — to provide services to you, or to assess whether we can meet your needs. We will not use it for another purpose unless you have consented, or you would reasonably expect us to use it for a closely related purpose. Your consent to collect, store and disclose information is sought in writing, and a consent form is completed with all new clients and renewed annually.

When we may disclose information

We disclose personal information only where you (or your representative) are reasonably aware of, or have consented to, that disclosure. Disclosures may be made to services such as other support providers, police, emergency services, the Office of the Public Guardian, and the Aged Care Quality and Safety Commission (for serious incident reporting). Limited exceptions apply where:

• The safety of a client, staff member or other person is at imminent risk
• There is suspected child abuse or neglect
• Records are subpoenaed or required by law

Every disclosure to a third party is recorded, including who disclosed it, whether consent was obtained, and the date and purpose.

How we store and protect your information

We store personal information securely — in password-protected computer files (with passwords changed regularly), in locked filing cabinets, and in backed-up systems. Access is limited to those who need it. We take all reasonable steps to protect your information from misuse, loss, unauthorised access, modification or disclosure.

Information stored outside Australia

Any personal information that may be stored outside Australia (for example, in cloud-based systems or web-based email) will be handled in a manner that does not breach the Australian Privacy Principles.

Direct marketing

We will not disclose your personal information to a third party for direct marketing. From time to time we may send a group email or text to advise clients and stakeholders of events or information — you can opt out at any time by letting us know in writing.

Accessing and correcting your information

You have the right to access the personal information we hold about you. You do not need to provide a reason, and no fee is charged for making a request. We will assist you to access your information within 10 working days, and a staff member can help explain any terminology. If you believe information we hold is inaccurate, incomplete or out of date, you can request that it be corrected. In limited circumstances set out in the Australian Privacy Principles, access may be refused — if so, we will explain why and how you can appeal through our complaints process.

How long we keep your information

Archived information is securely destroyed after set periods: client records are held for three years after a client leaves the service (records for clients who were under 18 are retained indefinitely); financial records for seven years; and general administrative records for seven years.

Complaints

If you believe we have not complied with this privacy statement, we encourage you to contact us so we can put things right. You can lodge a complaint through our feedback and complaints process — just get in touch with our team.

Contact us about privacy

For any questions about your privacy or this statement, please contact us:
Phone: 1800 123 752
Email: info@roselifecare.com.au