Caring Nurses Australia respects your privacy. This policy explains what personal information we collect through this website and in delivering support, why we collect it, who we share it with, and how you can access, correct or complain about it. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

The short version

Our website enquiry form deliberately asks for the minimum needed to contact you — your name, phone, email, suburb, who is enquiring and roughly what support you are after.
We do not ask for diagnoses, medical reports, NDIS plan numbers or detailed behavioural information on this website. If we need that information later, we collect it securely through our care management system, with your consent.
We do not sell your personal information. Ever.
You can ask us what we hold about you, have it corrected, or ask us to delete it.

What we collect

When you use this website

Enquiry details: your name, phone number, email address, suburb or postcode, whether you are the participant or enquiring on someone's behalf, the types of support you are interested in, your preferred contact method and time, anything you write in the free-text box, and your consent to be contacted.
How you found us: the page you enquired from, the website that referred you, and any campaign identifiers in the link you clicked (for example a Google Ads click identifier). We use this to understand which advertising is working. It is not used to build a profile of you.
Technical information: standard information your browser sends, such as your device type and general location, collected by our hosting and analytics providers.

When we provide support

If you go on to receive services from us, we collect the information needed to deliver support safely and to meet our obligations as an NDIS provider. Depending on your situation this may include your contact and emergency contact details, information about your support needs and preferences, service agreements, progress and shift notes, incident records, and funding or plan-management details needed for invoicing. We collect this directly from you or your authorised representative wherever possible, and we tell you why we need anything before we ask for it.

Why we collect it

To respond to your enquiry and work out whether we can safely support you.
To arrange, deliver, roster and invoice support services.
To match you with suitable support workers.
To meet our legal and regulatory obligations, including NDIS Practice Standards, incident reporting and record-keeping requirements.
To measure which advertising and referral sources produce genuine enquiries.

If you do not provide the information we ask for, we may not be able to contact you or provide services.

Who we share it with

We share personal information only where it is necessary, and only with organisations bound to protect it. We do not sell personal information and we do not disclose it for anyone else's marketing.

Our support workers and staff — limited to what they need to deliver your support safely.
Our customer relationship management system (GoHighLevel) — enquiries submitted through this website are sent here so we can respond and track them.
Our care management system (Vertex360) — participant records, rostering, notes and invoicing once you become a participant.
Plan managers, support coordinators and the NDIA — where relevant to your plan and with your knowledge.
Others where the law requires or permits it — for example to prevent a serious threat to someone's life, health or safety, or in response to a lawful request.

Information sent overseas

Some of the service providers listed above are based outside Australia or store data on overseas servers, primarily in the United States. By submitting an enquiry you consent to your information being handled in this way. We take reasonable steps to use providers with appropriate security and privacy practices.

Cookies and website analytics

This website does not currently run advertising or analytics cookies. Your browser stores a small amount of information locally so a part-completed enquiry form is not lost if you navigate away and come back. That information stays on your device and is not sent anywhere until you submit the form.

How we protect it

Information is stored in access-controlled systems, not in spreadsheets or personal email.
Staff and workers can only see the information their role requires.
We use accounts with individual logins — never shared passwords.
This website is served over an encrypted connection (HTTPS).
We keep records for as long as we are required to, then destroy or de-identify them. Enquiries that do not become services are kept only as long as they are useful, and removed on request.

No system is perfectly secure. If a data breach occurs that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

Accessing and correcting your information

You can ask us what personal information we hold about you and request a copy, and you can ask us to correct anything that is wrong or out of date. Contact us using the details below. We will respond within a reasonable time, and we will not charge you for making a request. If we cannot give you access, we will explain why in writing.

You can also ask us to stop contacting you, or to delete your enquiry, at any time. We will confirm once it is done.

Complaints

If you think we have mishandled your personal information, please tell us first — contact details are below. We will acknowledge your complaint, look into it, and write back to you with the outcome.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Concerns about the quality or safety of NDIS supports can also be raised with the NDIS Quality and Safeguards Commission at ndiscommission.gov.au. Using either avenue will never affect the support you receive from us.

Changes to this policy

We update this policy when our practices or the tools we use change. The date at the top of this page shows when it was last revised.

Contact us about privacy

Caring Nurses Australia
Phone: 0434 452 608
Service areas: Brisbane, QLD, Australia
Office hours: Monday to Friday, 8:00am – 6:00pm

Privacy policy