Privacy Policy: How Prime Care Access Protects Your Information

Last updated: November 2024

1. Introduction

Prime Care Access ("we", "us", or "our") is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services or visit our website.

2. Information We Collect

Personal Information

We may collect personal information including:

• Name, address, and contact details
• NDIS participant information
• Health and medical information (with consent)
• Referral and service request details

How We Collect Information

• Directly from you when you contact us or use our services
• Through our website forms and communications
• From NDIS referrals and related parties

3. How We Use Your Information

We use your personal information to:

• Provide NDIS disability support services
• Process referrals and service requests
• Communicate with you about our services
• Comply with legal and regulatory requirements
• Improve our services and website

4. Information Sharing and Disclosure

We do not sell, trade, or otherwise transfer your personal information to third parties without your consent, except as described in this policy. We may share information with:

• NDIS and related government agencies
• Healthcare providers involved in your care
• Legal and regulatory authorities when required
• Service providers who assist our operations (under strict confidentiality)

5. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. This includes:

• Secure data storage and transmission
• Access controls and authentication
• Regular security assessments
• Staff training on privacy and data protection

6. Participant Confidentiality in Care Settings

All Prime Care Access staff are bound by confidentiality obligations when providing support services:

• Support workers will not share participant information without explicit consent (except in safeguarding emergencies)
• Participant health and personal information is kept strictly confidential
• Care plans and support documentation are securely stored and only accessible to authorized staff
• We respect your privacy and dignity in all care interactions

7. NDIS Quality & Safeguards Commission Oversight

Prime Care Access is a registered NDIS provider subject to oversight by the Quality & Safeguards Commission (QSCC).

Key NDIS Regulations:

• Participants have the right to privacy under the NDIS Code of Conduct
• We comply with QSCC quality and safeguarding standards
• Support workers undergo background screening and police checks
• Reportable incidents are documented and reported as required

Learn more: www.ndiscommission.gov.au

8. Data Retention & Deletion

How long we keep your information:

• During your participation in our services: Full records retained
• After services end: Records retained for 7 years for regulatory compliance and audit purposes
• After retention period expires: All personal information securely destroyed

Your right to deletion:

You can request deletion of your information (subject to legal/regulatory requirements). Contact us at admin@primecareaccess.com.au or call 03 8905 3805.

9. Your Rights

You have the right to:

• Access your personal information (free, within 30 days)
• Correct inaccurate information
• Request deletion of your information (where legally permitted)
• Withdraw consent for processing (except where required by law)
• Lodge a complaint with the relevant Privacy Commissioner

10. Cookies and Website Analytics

Our website may use cookies and similar technologies to enhance your browsing experience and analyze website traffic. You can control cookie settings through your browser preferences.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any significant changes by posting the new policy on our website and updating the "Last updated" date.

12. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us: