Privacy Policy

Country Care Support Services ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Who we are

Country Care Support Services is a disability and aged care support provider operating across regional Victoria, Australia. We provide NDIS support services (as an unregistered NDIS provider) and aged care services including the Support at Home program. You can contact us at:

• Phone: 0491 288 978
• Email: info@countrycaresupportservices.com.au
• Website: countrycaresupportservices.com.au

2. What personal information we collect

We may collect the following types of personal information:

• Identity information: name, date of birth, gender
• Contact information: address, phone number, email address
• Health and disability information: NDIS plan details, support needs, medical conditions relevant to care delivery
• Financial information: NDIS plan management details, payment information
• Employment information: résumés and application details submitted via our careers page
• Communication records: enquiries submitted via our contact form or by phone or email

We only collect personal information that is reasonably necessary for our functions and activities. Health and disability information is treated as sensitive information and handled with additional care.

3. How we collect personal information

We collect personal information:

• Directly from you when you contact us, submit an enquiry, or complete a referral or job application form
• From referrers such as support coordinators, healthcare professionals, or family members (with your knowledge)
• From the NDIS or My Aged Care where relevant to your funded supports
• Through our website when you submit a form or communicate with us electronically

4. How we use your personal information

We use your personal information to:

• Deliver and coordinate NDIS and aged care support services
• Communicate with you about your supports, appointments, and service agreements
• Process referrals and assess eligibility for our services
• Meet our obligations under the NDIS Quality and Safeguards Commission and aged care legislation
• Respond to enquiries and feedback
• Assess job applications and manage employment relationships
• Improve our services and website

We will not use your personal information for any purpose other than those described above without your consent, unless required or permitted by law.

5. Disclosure of personal information

We may disclose your personal information to:

• Support coordinators, plan managers, and other service providers involved in your care (with your consent)
• Government agencies including the NDIS Commission, Services Australia, and the Department of Health and Aged Care, where required
• Healthcare professionals involved in your care
• Our staff and contractors who need the information to deliver your supports
• Technology service providers who assist us in operating our website and communications (under strict confidentiality obligations)

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

6. Storage and security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Personal information is stored securely and access is limited to staff who need it to perform their duties. When personal information is no longer needed, we take reasonable steps to destroy or de-identify it.

7. Cookies and website analytics

Our website uses cookies and Google Analytics (GA4) to understand how visitors use our site. Analytics data is only collected after you provide consent via our cookie notice. You can withdraw consent at any time. We do not use cookies to identify you personally or for advertising purposes.

8. Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, incomplete, or out of date. To make a request, please contact us using the details in section 1. We will respond within a reasonable time and in accordance with the APPs.

9. Complaints

If you believe we have mishandled your personal information, please contact us in the first instance. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

10. Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be available on this page with the date it was last updated. We encourage you to review it periodically.