Privacy Policy

At Salveo HomeCare, we are committed to protecting and respecting your personal information in accordance with the Australian Privacy Principles (APPs), the Privacy Act 1988 (Cth), and all other relevant privacy legislation. This Privacy Policy outlines our practices concerning the collection, use, management, and protection of personal information for everyone who interacts with us, including clients, employees, contractors, and other stakeholders.

Respecting your privacy is protected under the Australian Privacy Act 1988 and is a key element in meeting the obligations of aged care providers and in treating consumers with dignity and respect. Privacy relates to both the personal information collected and held about all individuals, including consumers, staff, contractors, and other health professionals, as well as the physical environment, possessions, physical needs, and personal relationships.

In this policy, personal information and sensitive information has the meaning given to it in the Privacy Act, which is available on the Federal Register of Legislation. Detailed information on privacy and the APPs is available on the Office of the Australian Information Commissioner’s website.

• Personal information is defined as “Information or an opinion about an identified individual, or an individual who is reasonably identifiable:​

  • whether the information or opinion is true or not; and

  • whether the information or opinion is recorded in a material form or not.” (Office of the Australian Information Commissioner)

• Health information is one of the most sensitive types of personal information, so it is essential to protect the privacy of the individuals it relates to when collecting, storing, and using this information.

This policy applies across the board to all our home care providers, employees at all levels, volunteers, students on placements, contractors, consultants, and any other service providers engaged with Salveo HomeCare

We are dedicated to the protection and respectful handling of personal information under our care. We commit to transparency, accountability, and adherence to high privacy standards across all our operations. 

This policy is universally applicable to all departments, employees, and operations within Salveo HomeCare, governing all forms of interactions involving the collection or handling of personal and health information.

We collect and process personal and health information primarily to deliver and enhance our home care services. Depending on your interactions with us, we typically use personal information for:

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• Service Delivery Support: Service Delivery Support: Addressing inquiries, feedback, and complaints to continuously improve our care quality..

• Human Resources Management: Overseeing employment-related such as recruitment, training, performance evaluations, and payroll and staff welfare which necessitate the handling of personal and sensitive information.

• Operational Administration: Performing administrative functions essential for the effective management of our services, including billing, financial management, compliance with regulatory requirements, and regular reporting.

• Service Improvement: Assessing and enhancing operations through feedback to address needs and elevate service standards.

• Quality Care Provision: We use client information to deliver high-quality, personalised care, improve our services, conduct internal quality reviews, and monitor the effectiveness of our marketing efforts

• Legal and Compliance Obligations: Addressing legal, regulatory, and compliance obligations to protect client and employee rights under the law.

We are authorised to collect, maintain, and manage personal and health information essential for the effective delivery of our services. This information collection pertains directly to our activities and functions as a home and community care provider and is crucial for managing both client care and the roles and responsibilities of our employees throughout their tenure. The types of information collected includes but not limited to:

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• Personal Information: Contact details, demographic information, employment and educational background, financial details, and any other identifiers.

• Health Information: Medical histories, treatment records, clinical notes and other pertinent health data essential for care planning.

• Sensitive Information: We handle sensitive information, including ethnicity, cultural preferences, religious beliefs, and sexual identity, with utmost care, ensuring it aligns with individual care needs and preferences.

We are authorised to collect, maintain, and manage personal and health information essential for the effective delivery of our services. This information collection pertains directly to our activities and functions as a home and community care provider and is crucial for managing both client care and the roles and responsibilities of our employees throughout their tenure. The types of information collected includes but not limited to:

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• Personal Information: Contact details, demographic information, employment and educational background, financial details, and any other identifiers.

• Health Information: Medical histories, treatment records, clinical notes and other pertinent health data essential for care planning.

• Sensitive Information: We handle sensitive information, including ethnicity, cultural preferences, religious beliefs, and sexual identity, with utmost care, ensuring it aligns with individual care needs and preferences.

At Salveo HomeCare, we collect personal information only when necessary for delivering client services, managing employment, and conducting our business operations. We collect this information through lawful and fair means, primarily when you provide it to us directly. For example, we may collect information from clients, caregivers, and other individuals involved in the provision of aged care services

Direct Collection from Individuals:

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• During Service Registration and Visits: We collect information during registration and service delivery, including medical histories and care plan details

• Communications: We gather data from your interactions with us such as feedback, surveys, inquiries, and information requests via telephone, facsimile, email, or in person

• Employment Applications: Prospective employees provide information through job applications.

• In Person Interactions: Information is collected during face-to-face meetings, interviews, and client visits.

• Forms and Online Submissions: Information is collected through completed forms, questionnaires, and surveys either electronically or in hard copy.

Collection from Third Parties:

• Professional References: Information obtained from referees, recruitment agencies, or professional bodies.

Legal and Consent-Based Collection:

• Under Legal Requirements: We collect information as required or permitted under Australian law.

• With Consent: We collect information from sources other than the individual when explicit consent has been provided.

• Legal Proceedings: We may collect information as ordered by courts or when required for legal processes.

• When Direct Collection Is Impractical: For example, collecting from other health service providers or employers. 

We conduct transactions and collect information through various methods to accommodate the preferences and needs of our clients and employees. These methods can include electronic processes, hard copy documents, and face-to-face interactions.

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Electronic and Digital Interactions:

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• Digital Communications: Such as inquiries made through our website or via email.

• Employment Opportunities: Through our website's career section where resumes can be submitted.

• Email Subscriptions: Individuals can subscribe to our mailing list to receive newsletters and updates.

• Cookies and Tracking Technologies: Used to enhance user experience and gather usage data from our website and mobile apps.

• Phone and Messaging: Collecting information through phone calls and digital messaging platforms.

• Hard Copy and Face-to-Face: In addition to digital methods, we collect and manage information via paper forms and in-person interactions, ensuring a personalized and secure approach for those preferring traditional methods of communication and transaction

• We implement robust internet security processes to protect all electronic transactions. However, we advise caution and recommend referring to the Office of the Australian Information Commissioner (OAIC) resources on Internet Communications for best practices in online safety.

• For those with concerns about online communications, we are also reachable via telephone or traditional mail, ensuring secure and personalised interactions.

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How We Use and Disclose Your Information

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We are committed to using and disclosing personal information responsibly and in accordance with privacy laws, ensuring respect for the privacy and dignity of all individuals. We use or disclose personal information solely for the purposes specified in this policy, as explicitly permitted by law, or with additional consent from the individual.

For Employees: We use employee information for internal management and operations, including

• Effective Communication and Coordination: Sharing necessary details (names, contact info, background checks, immunization records) with necessary parties to facilitate service delivery.

• Work Placement: Aligning employees with roles that match their skills to enhance service delivery.

• Performance Appraisals and Training: Evaluating performance and identifying training needs to ensure high-quality care and identify areas for improvement

• Legal and Insurance Matters: Addressing legal issues, insurance claims, workers' compensation, and related investigations.

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For Clients: Clients' personal information is integral to developing and executing personalised care plans, which guide the delivery of care services:

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• Care Plan Implementation: Information is shared with individuals involved in your care, Health Professionals and or other service providers as necessary to coordinate and deliver services.

• Support Team: Collaboration: Regularly updating our support team with client feedback to continually improve care services. 

• With Consent: Disclosing information with the explicit consent of the client.

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General Use and Disclosure:
 

• Primary Purpose: Information is used or disclosed primarily for the purpose for which it was collected.

• Related Purposes: Information may also be used or disclosed for related purposes that the individual would reasonably expect, such as quality improvements and administrative efficiencies.

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Circumstances of Use Without Consent:

In certain situations, Salveo HomeCare may find it necessary to use or disclose personal information without the direct consent of the individual involved, under the following conditions:

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• Care Matching: Aligning employee skills and client needs without explicit consent to optimise care and employee satisfaction. 

• Service Evaluation and Improvement: Continuously assessing and refining our service delivery for enhanced care.

• Safety and Legal Compliance: Using or disclosing information when necessary to mitigate a threat to life, health, or safety of any individual, or for public health and safety including locating a missing person

• Legal and Enforcement Reasons: Where required by law or for law enforcement purposes including protection of public revenue, addressing serious misconduct, or facilitating court or tribunal proceedings.

• We implement robust internet security processes to protect all electronic transactions. However, we advise caution and recommend referring to the Office of the Australian Information Commissioner (OAIC) resources on Internet Communications for best practices in online safety.

• For those with concerns about online communications, we are also reachable via telephone or traditional mail, ensuring secure and personalised interactions.

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How We Use and Disclose Your Information

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We are committed to using and disclosing personal information responsibly and in accordance with privacy laws, ensuring respect for the privacy and dignity of all individuals. We use or disclose personal information solely for the purposes specified in this policy, as explicitly permitted by law, or with additional consent from the individual.

For Employees: We use employee information for internal management and operations, including

• Effective Communication and Coordination: Sharing necessary details (names, contact info, background checks, immunization records) with necessary parties to facilitate service delivery.

• Work Placement: Aligning employees with roles that match their skills to enhance service delivery.

• Performance Appraisals and Training: Evaluating performance and identifying training needs to ensure high-quality care and identify areas for improvement

• Legal and Insurance Matters: Addressing legal issues, insurance claims, workers' compensation, and related investigations.

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For Clients: Clients' personal information is integral to developing and executing personalised care plans, which guide the delivery of care services:

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• Care Plan Implementation: Information is shared with individuals involved in your care, Health Professionals and or other service providers as necessary to coordinate and deliver services.

• Support Team: Collaboration: Regularly updating our support team with client feedback to continually improve care services. 

• With Consent: Disclosing information with the explicit consent of the client.

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General Use and Disclosure:
 

• Primary Purpose: Information is used or disclosed primarily for the purpose for which it was collected.

• Related Purposes: Information may also be used or disclosed for related purposes that the individual would reasonably expect, such as quality improvements and administrative efficiencies.

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Circumstances of Use Without Consent:

In certain situations, Salveo HomeCare may find it necessary to use or disclose personal information without the direct consent of the individual involved, under the following conditions:

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• Care Matching: Aligning employee skills and client needs without explicit consent to optimise care and employee satisfaction. 

• Service Evaluation and Improvement: Continuously assessing and refining our service delivery for enhanced care.

• Safety and Legal Compliance: Using or disclosing information when necessary to mitigate a threat to life, health, or safety of any individual, or for public health and safety including locating a missing person

• Legal and Enforcement Reasons: Where required by law or for law enforcement purposes including protection of public revenue, addressing serious misconduct, or facilitating court or tribunal proceedings.

We will not disclose your personal information to people outside of Australia unless you provide consent. An example of when we could disclose your information to someone outside of Australia is if you have a family member who resides overseas and you would like them to be nominated as a Authorised Representative. If consent is given for disclosure and the overseas recipient handles the information in breach of the Australian Privacy Principles, Salveo Care will not be held accountable under the Privacy Act and the person who gave consent for the disclosure will not be able to seek redress under the Privacy Act.

If a client provides Salveo HomeCare with incomplete, outdated, or inaccurate personal information, we may not be able to deliver the necessary care and services effectively. Similarly, if an employee fails to provide complete and accurate information, it could lead to disciplinary measures and potentially result in the termination of their employment contract.

Anonymous Information Collection on Salveo HomeCare's Website: Salveo HomeCare respects the privacy of all visitors to our website. We monitor usage patterns on an anonymous basis to improve user experience. Each visit to our website is logged by our web server without identifying the individual user. The data collected includes:

• The Internet Service Provider used

• Date and time of the visit

• Pages viewed and documents downloaded

• Search queries entered

• Referring URLs (the previous sites visited before ours)

Our website contains links to external sites not governed by this privacy policy. We recommend that you read the privacy statements of any external sites you visit, as Salveo HomeCare is not responsible for their content or privacy practices.

Our website utilises cookies, small text files stored on your device, to enhance functionality and user experience. These cookies help us:

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• Improve Performance: By understanding how visitors interact with our site, we can enhance functionality and user navigation. The data is aggregated and remains anonymous.

• Remember Preferences: To provide a more personalised browsing experience.

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To manage or delete these cookies, visit www.allaboutcookies.org for detailed instructions.

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Note: Cookies from third-party plugins, suppliers, or advertisers may be set on our site and their duration can vary. Some cookies expire when your session ends, while others may remain longer unless actively deleted.

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Direct Marketing

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• We occasionally use collected personal information to market our services directly to clients. We do not share or disclose this information with third parties for marketing without your consent.

• Opt-Out Option: If you choose to opt out of direct marketing, Salveo HomeCare will stop using your information for these purposes.

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​Additional Information: For additional details on our practices or to view our cookie policy, please visit our website at Salveo HomeCare Cookie Policy.

Personal information is maintained either within our secure Relationship Management System or on robust Australian web servers, including Amazon Web Servers or similar platforms, safeguarded by multiple layers of security. Whether held in physical form (databases, files, and backups) or electronically, all information is treated with the highest degree of care and security to protect privacy at all times against misuse, loss, or unauthorised access.

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Our safeguarding measures for personal information encompass:

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• Establishing confidentiality agreements with employees and Third Party Providers that might access personal information.

• Developing and maintaining business continuity and disaster recovery plans.

• Implementing and updating technological security measures.

• Information is retained as long as necessary for its intended purposes. When personal information is no longer needed, we ensure its secure destruction or de-identification.

• Providing our staff with comprehensive training and information regarding our Policy Statement, Position, and practices focused on the protection of personal information.

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While we take all reasonable steps to protect your personal information, it is important to note that no method of transmission over the Internet, or method of electronic storage, is 100% secure. In cases where absolute security cannot be guaranteed, Salveo HomeCare provides alternative methods of communication for those who prefer them.

At Salveo Care, we uphold your right to access your personal information, including health and medical records we hold. For comprehensive access to all personal information we hold, A client and/or an employee may submit a formal request by contacting the Privacy Officer and Director of Governance carl@salveocare.com.au. Salveo HomeCare will respond within 14 days of receipt.

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Salveo HomeCare may decline a request for access to personal information in circumstances prescribed by the Privacy Act. If access is declined, Salveo HomeCare will provide you with a written notice setting out the reasons for the refusal.

We commit to maintaining accurate and up-to-date records. If, upon receiving access to personal information, or at any time, clients and/or employees believe the personal information held is inaccurate, incomplete or out of date, Salveo HomeCare is to be notified immediately. Salveo HomeCare will take reasonable steps to correct the information to ensure information is always accurate, complete and current.

Salveo Care adheres to strict legislative requirements regarding the retention and destruction of personal information. You may request the erasure of your personal information from our systems. However, if this information is required to fulfill legislative obligations, we may be unable to comply with your erasure request.

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Following an approved erasure request, residual data may remain in our backups until these are scheduled for destruction. It is important to note that upon the erasure of your personal information, Salveo Care will no longer be able to provide you with care management services, nor will you be able to offer care services to our clients.

If we receive personal information that we did not solicit and determine that we could not have legally obtained such information, we will responsibly erase it. Salveo Care will make all reasonable efforts to notify you in the event that unsolicited information is erased.

For requests related to access, correction, or erasure of your personal information, please follow the outlined procedures in our client services agreement or contact our Privacy Officer directly.

Employee and Contractor Conduct
At Salveo Care, our employees and contractors are governed by a strict Code of Conduct that mandates the protection of your personal information. To access authorised systems, our team members employ best practices, such as utilising two-factor authentication. In the event that a device is lost, stolen, or compromised, we have the capability to remotely revoke access to safeguard your information. Additionally, all devices used by our team require a passcode to ensure further security.

Service Providers and Third-Party Confidentiality
Our service providers and third-party contractors are obligated under our Brokerage Agreement to maintain the confidentiality of your personal information. Third-party providers, however, do not have direct access to our systems.

Access Monitoring and Control
Salveo Care actively monitors access to our systems, logging user activities and IP addresses. This allows us to ensure there has been no unauthorised access and maintain a secure environment for your personal data.

Data breach of personal information

In the event that Salveo HomeCare becomes aware of a data breach of personal information and considers the risk of the data breach is more than likely to result in serious harm to an individual/s, Salveo HomeCare will notify the individual/s at risk in accordance with our obligations under the Privacy Act 1988 and the Notifiable Data Breaches Scheme.

At Salveo HomeCare, we take complaints and feedback seriously as part of our commitment to maintaining high standards of privacy and service.

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Initial Complaint Process:

• Salveo HomeCare Office: If a client or employee wishes to lodge a complaint about a breach of the Privacy Act, Australian Privacy Principles, or applicable Privacy Codes, please contact your local Salveo HomeCare office. We will follow our comprehensive complaints management process to address your concerns promptly.

• Salveo HomeCare Office Contact Information:

  • Address: Level 5, 447 Collins Street, Melbourne, VIC 3000

  • Telephone: 1800 725 836 (Press option 3)

  • Email: carl@salveocare.com.au

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External Escalation: If you are not satisfied with the response from Salveo HomeCare, you may escalate your complaint to:

• Office of the Australian Information Commissioner (OAIC):

  • Address: GPO Box 5218, Sydney NSW 2001

  • Telephone: 1300 363 992

  • Website: www.oaic.gov.au

  • or Aged Care Quality and Safety Commission

At Salveo HomeCare, we take complaints and feedback seriously as part of our commitment to maintaining high standards of privacy and service.

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Initial Complaint Process:

• Salveo HomeCare Office: If a client or employee wishes to lodge a complaint about a breach of the Privacy Act, Australian Privacy Principles, or applicable Privacy Codes, please contact your local Salveo HomeCare office. We will follow our comprehensive complaints management process to address your concerns promptly.

• Salveo HomeCare Office Contact Information:

  • Address: Level 5, 447 Collins Street, Melbourne, VIC 3000

  • Telephone: 1800 725 836 (Press option 3)

  • Email: carl@salveocare.com.au

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External Escalation: If you are not satisfied with the response from Salveo HomeCare, you may escalate your complaint to:

• Office of the Australian Information Commissioner (OAIC):

  • Address: GPO Box 5218, Sydney NSW 2001

  • Telephone: 1300 363 992

  • Website: www.oaic.gov.au

  • or Aged Care Quality and Safety Commission

For the Deaf or Hard of Hearing or have Speech communication Difficulties:

• National Relay Service (NRS): You can use NRS to contact us, Dial 1800 555 677 (Type and Listen) or 1800 555 727 (Speak and Listen), then ask for 1800 725 836 (Press option 3).

• Translating and Interpreting Service (TIS): If English is not your first language, please call TIS at 131 450 and request to be connected to 1800 725 836 (Press option 3).

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Identity Verification

• For requests not directly related to your personal data, proof of identity and any legal authorisation (such as Power of Attorney or Guardianship Order) may be required to ensure appropriate and secure handling of personal information.

Identity Verification

• For requests not directly related to your personal data, proof of identity and any legal authorisation (such as Power of Attorney or Guardianship Order) may be required to ensure appropriate and secure handling of personal information.

We strive to provide access to the information requested within 14 days of your inquiry. For complex requests or those involving a large volume of information, we aim to respond within 30 days.

This policy is regularly reviewed and updated to ensure it reflects current practices and legal requirements. The latest version of the policy is always available upon request and on our website.