Privacy Policy

Ardor Care Pty Ltd is committed to protecting the privacy and confidentiality of personal information.

This Privacy Policy explains how Ardor Care collects, uses, stores and discloses personal information, how we protect that information, and how individuals can access or correct information we hold about them or raise a privacy concern.

In handling personal information, Ardor Care complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where applicable.

Personal Information We May Collect

The personal information we collect depends on the person's relationship with Ardor Care and the services being provided.

This may include:

• Name, address and contact details
• Date of birth
• Participant representative, nominee, guardian or emergency contact details
• NDIS-related information
• Support needs, preferences and goals
• Health and disability-related information
• Medication and health support information where relevant
• Behaviour Support Plans and related information where applicable
• Information relating to High Intensity Supports where applicable
• Communication needs and preferences
• Cultural, language or other information relevant to providing appropriate support
• Service agreements and support-related documentation
• Incident, risk and support records where required
• Other information reasonably necessary to provide safe and appropriate supports

Some of the information we collect may be considered sensitive information under Australian privacy law. We handle sensitive information with additional care and only collect, use or disclose it where permitted by law.

How We Collect Personal Information

Where practical, we collect personal information directly from the individual.

Information may also be provided to Ardor Care by:

• Family members
• Nominees, guardians or other authorised representatives
• Support Coordinators
• Local Area Coordinators
• Behaviour Support Practitioners
• Allied health professionals
• Health professionals
• Other NDIS providers
• Government agencies or other organisations involved in the participant's support
• Other people authorised to provide information on the participant's behalf

We may also collect personal information when someone:

• Contacts us by telephone or email
• Submits a website enquiry or referral
• Provides documents as part of a referral
• Commences services with Ardor Care
• Communicates with our team regarding services or support arrangements

Where information is provided by another person on behalf of a participant, we expect that person to have appropriate authority to provide the information.

Why We Collect Personal Information

Ardor Care collects personal information where reasonably necessary to provide and manage our services and carry out our responsibilities as an NDIS provider.

We may use personal information to:

• Respond to enquiries and referrals
• Assess whether Ardor Care may be able to provide requested supports
• Plan, coordinate and deliver participant supports
• Understand individual needs, preferences, goals and routines
• Communicate with participants and their support networks
• Manage service agreements and support arrangements
• Coordinate with relevant professionals and other providers
• Support participant safety and wellbeing
• Meet NDIS registration, reporting and compliance requirements
• Manage incidents, risks, complaints and feedback
• Meet legal, regulatory and insurance obligations
• Maintain appropriate business and service records

We will not use personal information for an unrelated purpose unless the individual has consented or the use is otherwise permitted or required by law.

Disclosure of Personal Information

Where necessary to provide services or meet our legal and regulatory responsibilities, Ardor Care may disclose personal information to appropriate third parties.

Depending on the circumstances, these may include:

• A participant's nominee, guardian, representative or other authorised person
• Support Coordinators
• Behaviour Support Practitioners
• Allied health professionals
• Medical and health professionals
• Emergency services
• Other providers involved in the participant's supports
• The National Disability Insurance Agency (NDIA)
• The NDIS Quality and Safeguards Commission
• Relevant government or regulatory authorities
• Professional advisers, insurers or service providers where reasonably necessary

We only disclose personal information where appropriate consent or authority exists, where disclosure is reasonably necessary for the relevant purpose, or where disclosure is otherwise permitted or required by law.

Website Referrals and Enquiries

Information submitted through the Ardor Care website referral form is sent directly to:

referrals@ardorcare.com.au

The website referral form is intended to collect initial information so Ardor Care can review the enquiry and make contact regarding potential supports.

People submitting a referral should only provide information that is relevant to the referral.

Where additional information is required, Ardor Care may request this through our normal intake and onboarding processes.

Referral information and uploaded documents are securely sent to Ardor Care's designated referral email address and are not retained in the website database, content management system or administration dashboard.

Storage and Security

Ardor Care takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Depending on the type of information involved, Ardor Care uses secure business systems, including ShiftCare and Microsoft 365, to manage and store participant and organisational information.

Access to personal information is restricted to authorised personnel according to their roles and responsibilities.

We use reasonable administrative, technical and physical safeguards to protect the personal information we hold.

Personal information is retained only for as long as required for the purposes for which it was collected and to meet applicable legal, regulatory and record-keeping requirements.

Accessing Your Personal Information

You may request access to personal information Ardor Care holds about you.

We may need to verify your identity before providing access.

In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will explain the reason where required.

Requests can be made using the contact details provided below.

Correcting Your Personal Information

Ardor Care takes reasonable steps to ensure the personal information we hold is accurate, complete and up to date.

If you believe information we hold about you is incorrect, incomplete or out of date, you can contact us and request that it be corrected.

We will consider and respond to requests in accordance with applicable privacy requirements.

Privacy and Data Breaches

Ardor Care takes privacy and information security incidents seriously.

If personal information is lost, accessed or disclosed without authorisation, we will assess the incident and take appropriate steps to contain and manage it.

Where required by law, Ardor Care will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with applicable data breach notification requirements.

Employee Information

Personal information relating to current and former employees is managed in accordance with applicable privacy and workplace laws.

Where the employee records exemption under the Privacy Act applies, relevant employee records will be managed accordingly.

Other personal information relating to employees that falls outside that exemption will be handled in accordance with applicable privacy requirements.

Privacy Complaints

If you have a concern or complaint about how Ardor Care has handled your personal information, please contact us.

We will take privacy complaints seriously and aim to:

• Review the concern promptly
• Handle the matter respectfully and confidentially
• Investigate the circumstances where required
• Provide a response within a reasonable timeframe
• Explain the outcome and any actions taken where appropriate

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

Contact Us About Privacy

For questions about this Privacy Policy, requests to access or correct personal information, or privacy concerns or complaints, please contact:

Ardor Care Pty Ltd

Phone: 1300 064 470

Email: info@ardorcare.com.au

Website: ardorcare.com.au

Changes to This Privacy Policy

Ardor Care may update this Privacy Policy from time to time to reflect changes to our services, systems, legal obligations or privacy practices.

The current version will be published on the Ardor Care website with the date it was last updated.