Privacy and Dignity Policy
1. Purpose
Best of Homecare (BHC) is committed to protecting the privacy, dignity, and confidentiality of all clients, carers, employees, and stakeholders. We understand that personal information is sensitive and should be handled with care, respect, and in line with relevant legislation.
This policy outlines how we collect, use, disclose, store, and protect personal information while ensuring individuals’ dignity is maintained across all services and interactions.
2. Scope
This policy applies to:
All clients and participants receiving support through NDIS, aged care, or private services Families, carers, and guardians
Employees, contractors, and volunteers
Visitors to the Best of Homecare website and digital platforms
3. Legal Framework
Best of Homecare complies with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
NDIS Practice Standards
Aged Care Quality Standards
Health Records Act 2001 (Vic) (where applicable)
Disability Discrimination Act 1992 (Cth)
4. What Information We Collect
We may collect the following personal and sensitive information:
Personal Information:
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Full name
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Contact details (phone, email, address)
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Date of birth
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Emergency contact details
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Service preferences
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Communication and language needs
Sensitive Information:
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Health and medical records
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Disability support needs
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Aged care needs
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Behavioural support plans
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Cultural background, ethnicity, and religious beliefs (if relevant to care)
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Financial and funding information (NDIS or aged care package details)
Website and Digital Information:
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Website browsing data (pages visited, time on site)
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IP addresses (non-identifiable)
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Cookies and usage analytics (via platforms like Google Analytics)
5. How We Collect Information
We collect information:
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Directly from you or your authorised representative
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Through service agreements, intake forms, referrals, or feedback
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During service delivery interactions
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From healthcare providers, allied health professionals, or support coordinators (with consent)
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Via our website, social media, or online forms
6.How We Use Your Information
Your personal information is used to:
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Provide quality care and support services
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Develop and deliver personalised care plans
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Communicate important updates or changes to services
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Manage bookings, billing, and administration
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Ensure safety and wellbeing through accurate health records
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Meet legal, regulatory, and funding requirements
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Improve service delivery through feedback and analysis
7. Dignity and Respect
At Best of Homecare, we uphold the following dignity principles:
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Treating every person with respect and compassion
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Supporting autonomy and informed choice in all care decisions
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Respecting cultural, linguistic, religious, and personal values
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Protecting personal and sensitive information with the utmost care
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Ensuring privacy during care delivery, personal routines, and consultations
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Promoting inclusion, participation, and control over individual supports
8. Disclosure of Information
At Best of Homecare, we uphold the following dignity principles:
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Treating every person with respect and compassion
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Supporting autonomy and informed choice in all care decisions
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Respecting cultural, linguistic, religious, and personal values
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Protecting personal and sensitive information with the utmost care
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Ensuring privacy during care delivery, personal routines, and consultations
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Promoting inclusion, participation, and control over individual supports
Where third parties are involved (e.g., allied health providers, contractors), we ensure confidentiality agreements are in place.
9. Storage and Security
Best of Homecare protects your information through:
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Secure digital storage systems with restricted access
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Physical files stored in locked facilities
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Regular data backups and cybersecurity measures
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Staff training on confidentiality and data handling
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Regular reviews of security protocols to meet industry best practices
10. Access and Correction
You have the right to:
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Request access to your personal information
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Request corrections if information is inaccurate, incomplete, or outdated
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Withdraw consent for non-essential use of your data
To make a request, contact our team using the details below. We will respond within 30 days in line with privacy law requirements.
11. Marketing and Communications
Best of Homecare may use your information for service-related updates, newsletters, or community announcements. We will always:
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Seek your consent before using photos, videos, or personal stories for promotional purposes
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Provide an opt-out option for marketing communications
12. Website Privacy and Cookies
When you visit our website, we may use cookies to:
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Request access to your personal information
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Request corrections if information is inaccurate, incomplete, or outdated
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Withdraw consent for non-essential use of your data
Cookies do not collect identifiable personal information unless you submit it via a form. You can manage or disable cookies via your browser settings.
13. Third-Party Links
Our website may contain links to other websites. We are not responsible for the privacy policies or practices of external sites and recommend reviewing their privacy terms before sharing information.
14. Complaints and Feedback
If you believe your privacy or dignity has been breached, you can:
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Make a complaint to Best of Homecare directly
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Contact the Office of the Australian Information Commissioner (OAIC) for privacy concerns: www.oaic.gov.au
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Contact the NDIS Quality and Safeguards Commission for NDIS-related concerns: www.ndiscommission.gov.au
15. Contact Us
For privacy enquiries, access requests, or complaints, contact:
Best of Homecare
📍1/43 Rainier Cresent , Clyde North Vic 3978
📞 1300 513 309
📧 admin@bestofhomecare.com.au
16. Policy Updates
We review this policy regularly to ensure compliance with legal and ethical standards. Updates will be posted on our website and available upon request