Privacy Policy

1. Scope

This policy applies to personal information handled through the Continuity Care website and our related enquiry, referral, recruitment and feedback processes. It should be read with any additional privacy notice provided when you begin receiving services or submit information through an external form.

We aim to handle personal information consistently with applicable Australian privacy requirements. This website policy is general information and does not replace any service agreement, consent form or legal obligation that applies to a particular service.

2. Information we collect

Depending on how you interact with us, we may collect:

• your name, email address, telephone number, address and preferred contact method;
• information about the care, disability, aged-care, health or community support you are seeking;
• referral information, including details about a client, representative, family member, organisation or support coordinator;
• sensitive or health information you choose to provide where it is relevant to an enquiry or service;
• recruitment information such as employment history, availability, qualifications, screening checks and documents you upload;
• feedback, complaints, service ratings and your preferred outcome;
• account and sign-in information for authorised staff resources; and
• technical information such as IP address, browser type, device information, referring page and website activity recorded by hosting, security or analytics tools.

If you provide information about another person, please ensure you are authorised to do so and that they understand how their information will be handled.

3. How we collect information

We collect information directly from you when you call, email, submit a website form, provide feedback, make a referral, apply for a position or communicate with our team. We may also receive information from an authorised representative, family member, health professional, support coordinator, funding body or other service provider where permitted.

Some website forms are provided through GoHighLevel/LeadConnector. Information entered into those forms is sent to that platform so our team can receive and manage the enquiry. Please avoid including detailed medical records or other highly sensitive documents unless we specifically request them through an approved secure process.

4. Why we use information

We may use personal information to:

• respond to enquiries and explain suitable services or next steps;
• assess referrals, service availability and support requirements;
• contact you using your selected contact details;
• manage recruitment and assess employment applications;
• receive, investigate and respond to feedback or complaints;
• operate staff accounts and protect restricted resources;
• maintain, secure and improve the website and our services;
• meet recordkeeping, safeguarding, regulatory and legal obligations; and
• communicate with you where you have requested or consented to communication.

5. When information may be shared

We may disclose information to Continuity Care workers and authorised service providers who need it for the purposes described above. These may include website hosting, information technology, email, form and customer-relationship platforms, professional advisers and government or regulatory bodies.

We may also share information with health, care, funding or support organisations where you have authorised this, where it is necessary to provide or coordinate a requested service, or where disclosure is required or permitted by law. We do not sell personal information.

Some technology providers may process or store information outside Australia. Their locations and practices can change, so contact us if you need information about a specific provider before submitting sensitive information.

6. Storage, retention and security

Information may be stored in WordPress, our hosting and email systems, GoHighLevel/LeadConnector, recruitment records and other approved business systems. We use administrative and technical controls intended to reduce unauthorised access, loss, misuse or disclosure.

No internet transmission or storage system is completely secure. We retain information for as long as reasonably needed for the purpose for which it was collected and to meet applicable service, employment, insurance, regulatory and legal requirements. Information is then deleted, de-identified or securely disposed of where appropriate.

7. Cookies and website technology

The website may use cookies, local browser storage and similar technology to support essential functions, remember accessibility preferences, protect forms, maintain authorised sessions and understand website performance. Embedded services such as Google Maps and GoHighLevel/LeadConnector forms may set their own cookies or receive technical information when they load.

You can adjust cookie controls in your browser. Blocking essential cookies may prevent sign-in, forms or other website features from working correctly. Accessibility display preferences are stored on your device and can be cleared using the Reset option in the Accessibility panel or your browser settings.

8. Access, correction and privacy concerns

You may ask us to provide access to personal information we hold about you or to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before completing a request, and legal exceptions may apply.

If you have a privacy concern, contact us using the details below and explain what happened and the outcome you are seeking. We will review the concern and respond as reasonably practicable. You may also seek information from the Office of the Australian Information Commissioner at oaic.gov.au.

9. Contact Continuity Care

We may update this policy when our services, website practices or legal obligations change. The current version will be published on this page with its updated date.