Privacy & dignity, in plain terms.
How we collect, use and protect your information — across our services, our website, and the BHC App — grounded in the same four principles behind everything we do.
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 — including through our website and the BHC App.
Scope
- All clients and participants receiving support through NDIS, aged care, or private services
- Families, carers, and guardians
- Employees, contractors, and volunteers
- Visitors to our website, and users of the BHC App
Legal framework
Best of Homecare complies with the Privacy Act 1988 (Cth), the Australian Privacy Principles, NDIS Practice Standards, Aged Care Quality Standards, the Health Records Act 2001 (Vic) where applicable, and the Disability Discrimination Act 1992 (Cth).
What information we collect
Personal information
- Full name, contact details, date of birth
- Emergency contact details
- Service preferences, communication and language needs
Sensitive information
- Health and medical records, disability support needs, behavioural support plans
- Cultural background, ethnicity and religious beliefs (if relevant to care)
- Financial and funding information (NDIS or aged care package details)
Website and digital information
- Browsing data, non-identifiable IP addresses, cookies and usage analytics
See Section 17 for information specific to the BHC App.
How we collect information
- Directly from you or your authorised representative
- Through service agreements, intake forms, referrals, or feedback
- During service delivery interactions
- From healthcare providers or support coordinators, with consent
- Via our website, social media, online forms, or the BHC App
How we use your information
- Provide quality care and support services, and deliver personalised care plans
- Communicate important updates or changes to services
- Manage bookings, billing, and administration
- Ensure safety and wellbeing through accurate health records
- Meet legal, regulatory, and funding requirements
- Improve service delivery through feedback and analysis
Dignity and respect
Every part of how we handle information is guided by the same four principles behind everything we do:
Treating every person with respect, and protecting their information with the utmost care.
Supporting autonomy and informed choice in every care decision you make.
Ensuring privacy during care delivery, personal routines, and consultations.
Respecting cultural, linguistic, religious and personal values in how we handle data.
Disclosure of information
We only disclose personal information where necessary to deliver your care, meet legal obligations, or with your consent. Where third parties are involved (e.g. allied health providers, contractors), we ensure confidentiality agreements are in place. We do not sell your personal information to third parties.
Storage and security
- Secure digital storage systems with restricted access
- Physical files stored in locked facilities
- Regular data backups and cybersecurity measures
- Staff training on confidentiality and data handling
- Regular reviews of security protocols against industry best practice
Access and correction
You have the right to request access to your personal information, request corrections if it's inaccurate or outdated, and withdraw consent for non-essential use of your data. Contact us using the details in Section 15 — we respond within 30 days in line with privacy law requirements.
Marketing and communications
We may use your information for service-related updates, newsletters, or community announcements. We always seek your consent before using photos, videos, or personal stories for promotional purposes, and provide an opt-out for marketing communications.
Website privacy and cookies
When you visit our website, we may use cookies for analytics and functionality. Cookies don't collect identifiable personal information unless you submit it via a form. You can manage or disable cookies via your browser settings.
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.
Complaints and feedback
- Make a complaint to Best of Homecare directly
- Contact the Office of the Australian Information Commissioner — oaic.gov.au
- Contact the NDIS Quality and Safeguards Commission — ndiscommission.gov.au
Contact us
For privacy enquiries, access requests, or complaints:
Policy updates
We review this policy regularly to ensure compliance with legal and ethical standards. Updates will be posted on our website and are available on request.
BHC App
In addition to our website, Best of Homecare operates the BHC App, used by clients, participants, families and support staff to manage care plans, rostering, and service records. This section explains what the App collects specifically.
Information collected through the App
- Login and account details (username, email, role)
- Care and support records entered into the App (support plans, shift notes, incident reports, forms)
- Device information (device type, operating system, unique identifiers) for security and performance
- App diagnostics and crash data, to help us fix issues
- Location data — only if you enable location-based features (e.g. shift check-in/check-out), and only while the App is in use
Permissions the App may request
- Camera / Photos — to attach photos to care records or incident reports, where relevant
- Location — for rostering and check-in/check-out at a client's address, where enabled
- Notifications — to alert you to roster changes, messages, or reminders
You can decline any of these permissions in your device settings; some App features may not work if a required permission is disabled.
How this information is used and stored
App data is used for the same purposes described in Sections 6 and 9 — to deliver care, meet our NDIS and aged care obligations, and keep records secure. It's stored using the same access-controlled, encrypted systems as our other client records, and is never sold to third parties.
Deleting your data
To request deletion of your App account or associated data, contact us using the details in Section 15. We'll action deletion requests in line with our record-keeping obligations under NDIS and aged care legislation, which may require retaining certain records for a minimum period even after an account is deleted.