Privacy Policy

Last updated: September 2026

A1 Care Group respects your privacy. We know that the information you share with us, especially health information, is personal and sensitive. This Privacy Policy explains how we collect, use, store, share and protect your personal information, and how you can access or correct it.

We manage personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records Act 2001 (Vic) and the NDIS Practice Standards.

1. Who we are

In this policy, "A1 Care Group", "we", "us" and "our" mean A1 Care Group. Our qualified registered nurses provide continence assessments and continence support across Australia through telehealth, video consultations and face-to-face appointments.

This policy applies to everyone whose personal information we handle, including NDIS participants, Support at Home clients, private clients, families and carers, referrers, website visitors and people who apply to work with us.

2. What personal information we collect

We only collect the information we need to provide our services and run our business. Depending on how you deal with us, this may include:

Personal details

• your name, date of birth, gender, address, phone number and email
• the name and contact details of your nominee, guardian, carer or emergency contact
• your preferred language and whether you need an interpreter

Health information

• your medical history, current health conditions and medications
• information about your continence, bladder and bowel health
• details of your GP and other health professionals
• assessment notes, continence reports and product recommendations prepared by our registered nurses

Funding and billing information

• your NDIS number, plan dates, plan management type and relevant funding details
• your Support at Home provider and care manager details
• your plan manager, support coordinator or referring agency details
• invoicing and payment records

Website information

• information you enter in our contact, referral or feedback forms
• technical information such as your IP address, browser type, pages visited and time spent on our website

Health information is "sensitive information" under the Privacy Act. We only collect it with your consent, or where the law allows us to, and we give it a higher level of protection.

3. How we collect your information

Where possible, we collect information directly from you. This may happen when you:

• call, email or message us
• fill in a form on our website
• attend a telehealth or face-to-face appointment
• sign a service agreement or consent form

We may also collect information from other people, with your consent or where the law allows. This includes your nominee, guardian, carer, support coordinator, plan manager, Support at Home provider, GP, other health professionals, or the agency that referred you.

If you choose not to give us certain information, we may not be able to provide our services, or provide them properly.

You can contact us to ask general questions without giving your name. However, we will need to identify you before we can book or deliver an assessment.

4. Why we collect and use your information

We use your personal information to:

• confirm your identity and eligibility for services
• book, deliver and follow up on your continence assessment
• prepare continence reports and recommendations
• communicate with you, and with people you have given us permission to speak with
• claim payment from the NDIA, invoice your plan manager, Support at Home provider or referring organisation, or invoice you directly
• meet our obligations as a registered NDIS provider, including quality, safety and incident reporting
• handle feedback and complaints
• improve our services and our website
• meet our legal obligations

We will not use your information for any other purpose unless you consent, or unless the law requires or allows it.

5. Who we share your information with

We only share your information when it is needed to provide your services, when you have given consent, or when the law requires or allows it. This may include:

• the NDIA, for NDIS claims and plan-related matters
• your plan manager, support coordinator or Support at Home provider
• your GP and other health professionals involved in your care
• the organisation that referred you, where you agree
• continence product suppliers, where you ask us to arrange products
• the NDIS Quality and Safeguards Commission, where required, for example for reportable incidents or complaints
• our trusted service providers, such as IT, cloud storage, email and accounting providers, who help us run our business
• government agencies, courts or law enforcement, where the law requires it

We do not sell, rent or trade your personal information. We do not use your information for marketing by other companies.

6. Direct marketing

From time to time, we may send you information about our services. You can opt out at any time by using the unsubscribe link in our emails or by contacting us. We will never use your health information for marketing.

7. Where we store your information

We store your personal and health information in secure data centres located in Australia, including in Sydney and Melbourne. Your client records, assessment notes and continence reports are kept in Australia.

Some website tools, such as Google Analytics and Google reCAPTCHA, may process limited technical information (for example, your IP address, device type and browsing activity) on servers outside Australia. Where this happens, we take reasonable steps to make sure these providers handle information in a way that is consistent with the Australian Privacy Principles.

8. Cookies and website analytics

Our website uses cookies and similar technologies to help it work properly and to understand how visitors use it. We use tools such as Google Analytics, and our forms use Google reCAPTCHA to protect against spam. These tools may collect information such as your IP address, device type and browsing activity.

This information is generally used in a way that does not identify you personally. You can turn off cookies in your browser settings, although some parts of our website may not work as well.

Our website may link to other websites, such as the NDIS or Continence Health Australia. We are not responsible for their privacy practices.

9. Automated decision-making

We do not use computer programs to make decisions about you that could significantly affect your rights or interests. All assessment and clinical decisions are made by our qualified registered nurses.

10. How we store and protect your information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These steps include:

• storage in secure Australian data centres, including in Sydney and Melbourne
• secure, password-protected electronic systems with restricted access
• access to your records only for staff who need it to do their job
• confidentiality obligations for all staff and contractors
• secure telehealth platforms for appointments
• regular review of our privacy and security practices

How long we keep your records

We keep health and service records for at least 7 years after your last service, as required by law and NDIS record-keeping rules. If the records relate to a child, we keep them until at least the person turns 25. When information is no longer needed, we securely destroy it or remove anything that identifies you.

11. Data breaches

If a data breach happens, we will act quickly to contain it and assess the risk of harm. If the breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC), as required under the Notifiable Data Breaches scheme. We will also tell you what steps you can take to protect yourself.

12. Accessing and correcting your information

You have the right to ask for a copy of the personal information we hold about you, and to ask us to correct it if it is wrong, out of date or incomplete.

To make a request, please contact us using the details below. We will need to confirm your identity first. We will respond within 30 days. There is no charge to make a request. In some cases, we may charge a reasonable fee to cover the cost of providing copies, and we will tell you about this first.

In limited cases, the law allows us to refuse access, for example if giving access would pose a serious threat to someone's life, health or safety. If we refuse your request, we will explain why in writing and tell you how to make a complaint.

13. Privacy complaints

If you think we have mishandled your personal information, please contact us first so we can try to put it right:

We will acknowledge your complaint promptly, look into it, and aim to respond in writing within 30 days.

If you are not satisfied with our response, you can contact:

• Office of the Australian Information Commissioner (OAIC): 1300 363 992 or oaic.gov.au
• Health Complaints Commissioner (Victoria): 1300 582 113 or hcc.vic.gov.au
• NDIS Quality and Safeguards Commission: 1800 035 544 or ndiscommission.gov.au

14. Changes to this policy

We may update this Privacy Policy from time to time, for example when the law changes. The latest version will always be published on this page, with the date it was last updated. You can also ask us for a free printed copy at any time.

Contact us

If you have any questions about this Privacy Policy or how we handle your information, please call us on 0494 047 778 or email [email protected]. Our office hours are Monday to Friday, 9am to 5pm AEST.