1. Our Commitment
Respectful and transparent information handling
AureonRise Care respects your privacy and is committed to handling personal
information carefully, respectfully and transparently.
This policy applies when you enquire about our services, receive supports,
make or receive a referral, use our website, apply to work with us, communicate
with our team, provide feedback or make a complaint.
Where the Privacy Act 1988 and the Australian Privacy Principles apply,
AureonRise Care manages personal information in accordance with those requirements.
3. How We Collect Information
Directly, with authority or where permitted
We may collect information:
- directly from you through meetings, calls, forms, emails or assessments;
- from an authorised nominee, guardian, advocate or family member;
- from a support coordinator, plan manager or referrer;
- from health and allied-health professionals with appropriate authority;
- through service-delivery, incident, quality and billing records;
- from the NDIA, NDIS Commission or another organisation where authorised; and
- through our website and technology systems.
When information is obtained from another person or organisation, we take
reasonable steps to ensure you are informed where required.
4. Why We Use Information
Purposes connected with support, safety and quality
Personal information may be used to:
- respond to enquiries and referrals;
- assess whether we can safely provide a requested service;
- prepare service agreements and support plans;
- deliver, coordinate and review supports;
- match participants with suitable workers;
- manage rosters, appointments, invoices and payments;
- monitor quality, outcomes, risks, incidents and safeguarding concerns;
- train and supervise workers;
- meet insurance, audit, regulatory and legal responsibilities; and
- improve our services, website and business systems.
We aim to collect and use only the information reasonably necessary for
AureonRise Care’s functions and services.
5. Consent, Choice and Control
You can ask questions and set boundaries
We seek consent where required before collecting, using or sharing sensitive
information. You may tell us who we can communicate with, what may be shared,
the purpose of consent and whether consent is one-time, time-limited or ongoing.
You may withdraw or change consent, subject to legal, safety and service-delivery
requirements. If certain information is necessary to provide a service safely,
we will explain why it is needed and discuss available options.
6. When Information May Be Shared
Relevant information only, for an appropriate purpose
Where authorised or permitted, information may be shared with:
- employees and contractors involved in providing support;
- authorised representatives, nominees, guardians or advocates;
- support coordinators, plan managers and relevant providers;
- health and allied-health professionals;
- emergency services and safeguarding authorities;
- the NDIA and NDIS Quality and Safeguards Commission;
- insurers, auditors, advisers and government agencies; and
- technology, storage and business-service providers.
Technology and overseas processing
Some technology or cloud-service providers may store or process information
outside Australia. Where this occurs, AureonRise Care will take reasonable
steps to select suitable providers, understand relevant handling arrangements
and manage information in accordance with applicable privacy requirements.
We will update this policy if our regular overseas disclosure arrangements
materially change or if relevant countries can be identified more specifically.
7. Security, Retention and Disposal
Reasonable safeguards throughout the information lifecycle
We take reasonable steps to protect information from misuse, interference,
loss, unauthorised access, unauthorised disclosure and unauthorised alteration.
Access controls and password protection
Confidentiality and worker training
Secure systems and record management
Secure disposal or de-identification
Information is retained for as long as reasonably required for service delivery,
participant safety, billing, complaints, incidents, audits, insurance and
applicable legal or regulatory record-retention requirements.
8. Accessing or Correcting Information
Request access or ask us to correct a record
You may ask AureonRise Care to provide access to personal information held about
you or to correct information that is inaccurate, incomplete, out of date or misleading.
We may need to verify your identity or authority before releasing information.
In limited circumstances, access or correction may be refused where permitted
by law. Where required, we will explain the reason and available complaint options.
Make a privacy request
9. Privacy Incidents and Data Breaches
Assessment, containment and notification
If we become aware of a privacy incident or suspected data breach, we will assess
the circumstances, take reasonable steps to contain the incident and determine
whether affected individuals or a regulator must be notified.
We may also review systems, procedures, access arrangements and training to reduce
the risk of a similar incident occurring again.
Changes to this policy
We may update this policy when our services, systems, legal obligations or
information-handling practices change. The current version will be published
on this website with its effective date.
