Privacy policy

Last updated 9 October 2026

About this policy

Caring Hands at Home Pty Ltd, trading as Nivada Care (ABN 57 660 537 655), respects your privacy. This policy explains how we collect, hold, use and share personal information through our website, enquiries, referrals and services.

We are committed to handling information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable NSW health privacy requirements. This policy complements our Privacy and Dignity Policy, which is available on request.

Information we collect

For website enquiries, we collect the details you provide, such as your name, phone number or email address, suburb, service area, enquiry type, contact preferences and message.

If you enquire about or receive services, we may also collect information needed to assess and provide support, including:

• Your date of birth, address and emergency or authorised representative contacts.
• Relevant disability, health, medication, communication and support information.
• NDIS and funding details, care plans, service agreements and billing information.
• Care records, progress notes, incidents, feedback and complaints.

We collect only information reasonably necessary for our activities. Health and other sensitive information is collected with your consent unless collection without consent is permitted or required by law.

How we collect information

We generally collect information directly from you through forms, calls, messages, emails, meetings and service delivery. With appropriate consent or another lawful basis, we may receive information from an authorised representative, support coordinator, health professional, plan manager, funding body or referring organisation.

If you contact us for someone else, please make sure you have their permission or appropriate authority and provide only the information needed.

Why we use information

We use information to respond to enquiries, discuss availability, assess support needs, arrange and deliver services, coordinate care, maintain records, manage payments, resolve complaints and meet legal, clinical and NDIS obligations. We may also use it to improve service quality and protect our systems.

Future SIL interest details are used to discuss your enquiry and, with your permission, contact you about relevant future opportunities. We do not sell personal information.

Using our website enquiry form

The form is for basic enquiries. Please do not include diagnoses, medical reports, medication details, NDIS participant numbers, financial details or other sensitive personal information. Contact us to arrange an appropriate way to share information needed for your care.

Our form uses Formspree to process submissions and deliver enquiries to Nivada Care. Formspree receives the information you enter and may store submissions and technical information under its privacy policy. You can call us instead if you prefer.

Formspree privacy policy: https://formspree.io/legal/privacy-policy/

When we share information

Where necessary and lawful, we may share relevant information with:

• Nivada Care workers who need it for their role.
• Your authorised representative or people involved in your care, with appropriate consent or authority.
• Health professionals, support coordinators, plan managers and other providers involved in your support.
• The NDIA, NDIS Commission, regulators or other bodies where required or authorised.
• Providers supporting our website, forms, email, record management, billing and IT, or professional advisers such as accountants, insurers and lawyers.

We limit sharing to what is needed and seek consent where required. Information may sometimes be shared without consent where the law permits or requires it, including to address a serious threat to health or safety. Being a family member does not automatically provide access to your information.

Overseas handling of information

Some service providers may store, process or access information outside Australia. Formspree processes website enquiry information in the United States and other countries where it operates. Email, file storage, website hosting and care-management providers may also involve overseas processing, depending on their arrangements.

Privacy laws overseas may differ from Australian laws. We take reasonable steps to apply the safeguards required by Australian privacy law when information is handled overseas, including applicable NSW requirements for health information transfers.

Website browsing and third party services

Our website and form providers may record technical information such as your IP address, browser, device, access time and referring page to deliver services, prevent spam and maintain security.

The website loads fonts through Google Fonts. Your browser connects to Google to download them, which provides Google with your IP address and technical request information. Google handles this information under its own privacy arrangements: https://policies.google.com/privacy

Where cookies are used by website service providers, you can manage them through your browser settings. Blocking cookies may affect some features. Other websites and social media platforms linked from our site have their own privacy policies.

Storage security and retention

We hold information in electronic systems and, where needed, paper records. We take reasonable steps to protect it from misuse, loss and unauthorised access, changes or disclosure. Measures include access restrictions, password protection, staff confidentiality requirements and secure handling of paper records.

Enquiry information is retained for as long as reasonably needed to manage the enquiry and meet lawful recordkeeping requirements. Participant records are generally retained for at least seven years after services end, and longer where required. Health information collected while a person is under 18 must be kept until at least age 25, with any longer applicable retention requirements also observed.

When information is no longer needed and retention is not legally required, we take reasonable steps to securely destroy or permanently de-identify it.

Your choices access and correction

You can make general enquiries without giving your name, including by phone. Our online form asks for a name and a phone number or email address so we can respond. We may need identifying and relevant care information to arrange or safely deliver services; we will explain if missing information affects what we can provide.

Contact us to request access to your personal information, correct inaccurate or outdated details, or change or withdraw consent. We may verify your identity and any representative's authority before releasing information.

We respond within applicable legal timeframes. We do not charge for making a request or correcting information. If a lawful, reasonable access fee applies, we explain it beforehand. If we cannot grant a request, we explain the reasons and complaint options as required by law. If a correction is refused, you can ask us to attach a statement of your disagreement.

Withdrawing consent does not automatically remove records we must retain. We will explain any effect on our ability to provide support safely.

Photos stories and marketing

We obtain separate consent before using identifiable participant photographs, videos, stories or testimonials for promotional purposes. Consent is voluntary. Refusing or withdrawing promotional consent does not affect your services. You can contact us to change your preferences; we stop new uses and take reasonable steps to remove content we control, subject to existing publication and recordkeeping limits.

Submitting an enquiry does not automatically subscribe you to marketing. We send marketing only with consent or where otherwise permitted by law, and provide a way to opt out. We do not use health or other sensitive information for direct marketing without your specific consent.

Privacy incidents

If a privacy incident occurs, we take steps to contain it, assess its impact and prevent recurrence. We notify affected people and relevant authorities where required by law, including under the Notifiable Data Breaches scheme.

Questions and complaints

For privacy questions, access or correction requests, consent changes or complaints, contact Sarah Whiteley, Director of Nivada Care:

Email: info@nivadacare.com.au
Phone: 0426 424 437

Please explain your concern and how you would like it resolved. You may ask a support person or advocate to assist. We investigate and aim to respond within 30 days. If more time is needed, we explain why and keep you informed. Raising a concern does not affect your right to receive services.

If your concern remains unresolved, you can contact:

• Office of the Australian Information Commissioner: www.oaic.gov.au | 1300 363 992.
• Information and Privacy Commission NSW, for NSW health privacy concerns: www.ipc.nsw.gov.au | 1800 472 679.

Policy updates and accessible copies

We update this policy when our practices or legal requirements change. The current version is published on our website. You can request a copy free of charge or ask for help understanding it in a format or communication method that suits you.