Who this policy covers

This policy explains how Bilima Care collects, uses, stores and protects personal information about clients, their families and representatives, and anyone else who contacts us. It applies to information collected through our website, over the phone, or in person.

We handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

What we collect

Depending on how you interact with us, we may collect:

• Your name, address, date of birth and contact details

• Emergency contact and family or carer details

• Health and care information relevant to the support we provide

• Cultural and communication preferences

• Information about your Support at Home funding and care plan

• Anything you share with us directly, such as through our contact form or a phone call

We only ask for what we need to provide safe, appropriate care — not more than that.

How we use it

We use your information to:

• Understand your needs and arrange the right support

• Communicate with you, your family, and your representatives about your care

• Meet our obligations under the Support at Home program

• Keep accurate records as required by law and by aged care standards

• Respond to enquiries made through our website or by phone

Who we share it with

We don't sell your information, and we don't share it beyond what's needed to deliver and administer your care. This may include:

• Our support workers and staff directly involved in your care

• A government-approved provider who administers your Support at Home funding, where relevant to your plan

• Clinicians or allied health providers engaged as part of your care plan

• Government bodies where we're required by law to report information (for example, the Aged Care Quality and Safety Commission)

We will never share your information for marketing purposes, and we won't disclose it to anyone outside these groups without your consent unless the law requires it.

Keeping your information safe

We store personal and health information securely and limit access to staff who need it to do their job.

We keep data strictly on Australian-based servers and implement the ISO27001 Information Security Management System principles.

How long we keep it

We keep your information for as long as it's needed to provide your care and to meet our legal record-keeping obligations under aged care legislation.

Your rights

You can ask us at any time to:

• See what personal information we hold about you

• Correct anything that's wrong or out of date

• Ask questions about how your information is used

We'll respond as quickly as we can, and we won't charge you for a reasonable request.

Making a complaint

If you're unhappy with how we've handled your information, you can raise it with us directly and we'll look into it properly.

If you'd rather not raise it with us, or you're not satisfied with our response, you can also contact the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it was last changed.

Changes to this policy

Bilima Care | ABN 42 664 396 007

Email: enquiries@bilimacare.org

Phone: +61 459 823 914