1. Introduction
Care On Wheels (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
This Privacy Policy outlines how we collect, use, disclose, and store your personal information when you engage with our mobile physiotherapy services across Melbourne, Victoria, including services provided under the NDIS and aged care programs.
2. What Information We Collect
We may collect the following types of personal and sensitive information:
Personal Information
- Full name
- Date of birth
- Address and contact details (phone number, email)
- Emergency contact / Next of Kin details
- NDIS number or aged care identifiers
Health Information (Sensitive Information)
- Medical history
- Functional assessments
- Treatment notes and progress reports
- Medication information (if relevant to physiotherapy care)
- Manual handling requirements and risk assessments
Service & Administrative Information
- Referral details
- Appointment records
- Billing and payment information
- Communication records with you, your family, or care team
3. How We Collect Information
We collect information in several ways, including:
- Directly from you or your representative (e.g., family, carer, support coordinator)
- Referral forms from healthcare providers or NDIS/aged care services
- During assessments and treatment sessions
- Through our website or email communications
4. Why We Collect Your Information
We collect and use your information to:
- Provide safe and effective physiotherapy services
- Develop and manage your treatment plan
- Communicate with you and your care team
- Meet legal and regulatory obligations (including NDIS and aged care requirements)
- Process payments and manage administrative tasks
5. Disclosure of Information
We may disclose your information to:
- Your nominated representatives (e.g., Next of Kin, carers)
- Healthcare providers involved in your care
- NDIS planners, support coordinators, or aged care case managers
- Government agencies where required by law
- Third-party service providers (e.g., secure cloud storage, practice management systems)
We will only share information necessary for your care and service delivery, unless otherwise required by law.
6. Storage and Security of Information
Your personal and health information is stored securely using a combination of:
- Electronic health record systems
- Secure cloud-based platforms
- Physical documentation (where applicable)
Data Storage Locations:
Your information may be stored in Australia and the United States through secure, reputable service providers.
We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.
7. Access and Correction
You have the right to:
- Request access to your personal information
- Request corrections if your information is inaccurate or outdated
To make a request, please contact us using the details below.
8. Website and Cookies
Our website may collect limited non-identifiable information such as:
- Browser type
- Pages visited
- General usage data
This helps us improve our website experience. We do not use this information to personally identify you.
9. Retention of Information
We retain your records in accordance with legal and professional requirements, including health record retention laws in Victoria.
10. Complaints
If you have concerns about how your privacy has been handled, please contact us. We will respond promptly.
If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC).
11. Contact Us
Care On Wheels
Email: admin@careonwheels.com.au
12. Updates to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website.
By using our services, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.