Privacy Policy

Last Updated: April 2026  |  Version 2.1

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Open Care Connect ("we", "us", "our") is committed to handling personal information carefully and lawfully. This policy explains how we collect, use, store, disclose, and protect personal information in connection with our services and website.

As a registered NDIS provider, we also maintain information, complaints, and governance systems relevant to our regulatory obligations.

1. The Personal Information We Collect

We collect personal information that is reasonably necessary for our functions and activities. Depending on the situation, this may include contact details, participant information, referral information, support needs, complaints information, and information needed to deliver or discuss services.

Sensitive information: We only collect sensitive information, including health or disability related information, where it is reasonably necessary and where consent or another lawful basis applies.

Employment information: If you apply for a role with us, we may collect your resume, contact details, screening information, and other information reasonably needed for recruitment.

Website analytics: If you allow analytics cookies, we may collect technical information about how people use the website, such as pages visited, device type, and general location information.

2. How We Collect Personal Information

We collect personal information directly from you where possible, including through website forms, phone calls, emails, meetings, referrals, service enquiries, and service agreements. We may also collect information from family members, advocates, coordinators, health professionals, or other providers where this is authorised, consented to, or otherwise permitted by law.

Collection notices on our forms are intended to help you understand why information is requested and how it will be used. Please avoid including unnecessary sensitive information in website forms.

3. Why We Collect Personal Information

We collect, hold, use, and disclose personal information to respond to enquiries, review referrals, provide services, communicate with participants and authorised representatives, manage complaints, recruit staff, improve our services, and meet legal and regulatory obligations.

We do not sell personal information.

4. Disclosure and Service Providers

We may disclose personal information to people or organisations involved in supporting you where this is appropriate and permitted. We may also disclose information to regulators, auditors, insurers, professional advisers, or government bodies where required or authorised by law.

Some of our website service providers or technology providers may store or process technical or personal information outside Australia. Where this occurs, we take reasonable steps to work with providers that support appropriate privacy and security protections.

Our website may use third-party providers for hosting, analytics, embedded content, or form processing. You can contact us if you want more information about the services we currently use in connection with website enquiries.

5. Data Storage & Security

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure. These steps may include access controls, staff training, secure systems, and role based access.

6. Data Retention

We keep personal information for as long as it is reasonably needed for service delivery, complaints handling, safety, business operations, and legal or regulatory obligations. Different records may need to be kept for different periods.

When information is no longer needed and we are allowed to do so, we take reasonable steps to destroy or de identify it.

7. Cookies & Website Analytics

Our website uses essential functions and, if you choose, analytics cookies or similar tools to help us understand website use and improve the site. Analytics tools are activated only after consent.

You can change your choice by using the cookie controls on the site or your browser settings, although some features may not work as intended if certain functions are disabled.

8. Access, Correction, and Deletion Requests

You may ask for access to personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading.

In some cases, you may also ask us to delete information we no longer need, although we may have to keep some records to meet legal, regulatory, safety, or operational obligations.

9. Notifiable Data Breaches

If we become aware of an eligible data breach that is likely to result in serious harm, we will respond in line with the Privacy Act and notify affected individuals and the OAIC where required.

10. Children's Privacy

We take extra care when handling personal information about children and young people. Where required, we seek consent from a parent, guardian, or authorised representative.

11. Privacy Complaints

If you have a concern about how we handled your personal information, please contact us first so we can review it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner.

oaic.gov.au or call 1300 363 992.

12. Changes to This Policy

We may update this policy from time to time. The current version will always be available on this website with its last updated date.

13. Contact Us

Open Care Connect
32 Ranfurlie Circuit, Melton West, VIC 3337
Email: admin@opencareconnect.com.au
Phone: 0435 335 444

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