Privacy

Complete Care is committed to providing quality services and respecting your rights. Your right to privacy and confidentiality will be recognised, respected, and protected in all aspects of your contact with us. This statement outlines our ongoing obligations to you in respect to how we manage your personal information.

Complete Care complies with the requirements of the Privacy Act 1988 (Cth), as well as, Privacy Principles and relevant legislation based in NSW, Victoria and QLD. This information is contained in Complete Care’s Privacy and Confidentiality Policy and Procedure.

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Personal Information includes Health Information, which is information about the physical or mental health or disability of an individual.

Examples of Personal Information we collect includes, this is just to name a few:

  • your contact information which includes, names, addresses, email addresses and phone numbers
  • your gender, date of birth and marital status
  • information about your disability and support needs
  • health and medical information
  • your Medicare number and other identifiers used by Government agencies or other organisations to identify you.

Complete Care collects your personal information in many ways including via meetings, correspondence, by telephone, by email, via our website, from other publicly available sources and from third parties. We will only request and retain Personal Information that is necessary to:

  • assess your eligibility for support
  • provide safe and responsive support
  • monitor the supports provided
  • fulfil contractual and other requirements to provide data and statistical information (non-identifying or identifying) to government agencies
  • manage administrative requirements
  • connect you with third parties and our collaborators depending on the level of support that you require.

When we collect personal information, we will explain to you why we are collecting the information and how we plan to use it.

How do we share your Personal Information?

Your Personal Information will only be disclosed:

  • to prevent or lessen a serious and imminent threat to the life or health of you or another person
  • to outside agencies with your or your representative’s permission
  • with written consent from you or a person with lawful authority
  • when required by law, or to fulfil legislative obligations such as mandatory reporting.

How can you access your personal information?

You may access the personal or health information we hold about you to update or correct it (subject to certain exceptions).

If you wish to access your personal or health information, please speak to a staff member or contact info@completecareservices.com.au

You have the right to:

  • request access to personal information we hold about you
  • make corrections if you consider the information is not accurate, complete or up to date.

We aim to address all requests to access or correct information within 10 working days. We will not charge any fee for your access request but may charge an administrative fee for providing a copy of your information.

How to update your Personal Information?

It is an important to us that your information is up to date. We will take all reasonable steps to make sure that your Personal Information is accurate and complete. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Complaints about Privacy

If you have any queries or complaints about this Privacy Statement or how Complete Care manages privacy matters, please contact our Privacy Officer on:

All feedback and complaints regarding privacy will be dealt with in accordance with our Feedback and Complaints Management Policy and Procedure.

While we would always prefer to resolve your complaint directly, you are also able to make a complaint to any of the following outside agencies.

Complaints & Feedback Policy

Complete Care is committed to providing our clients with a safe and effective service.

If you have a complaint about our service please let us know so we can address your concerns as quickly as possible.  Your feedback helps us deliver our best service to you, and all our clients.

Please get in touch with our Managing Director, to talk about your complaint.  If you would feel more comfortable putting your complaint in writing you can use the Complaints Form. This form can be filled in or you can print it, fill it in and send it to info@completecareservices.com.au.

It is important that you provide as much of the information requested as you can so we can assess and resolve your complaint effectively.

If you are unsure about any part of this complaint process, please call us on 1800 314 666 during office hours or email info@completecareservices.com.au.

What happens next?

We use the information you provide to investigate your complaint.

We will work with you as quickly and carefully as possible to resolve your complaint and get a good result for everyone.

Sometimes we will share the information you give us with other people that need to know or who have information relevant to your complaint. We will not do this without your approval.

If we can’t resolve your complaint, or you are unhappy with our decision about your complaint, we may need to share the information you provide to a third party.

If we can’t resolve your complaint

If you are not happy with the way Complete Care has resolved your complaint you can take the complaint to an outside organisation for resolution.  Which organisation depends on the area of operation you have complained about.

Complaints can be taken to;