Privacy Policy

Fambulcare Pty Ltd ("Fambulcare", "we", "us", or "our") is committed to safeguarding the privacy of every person who interacts with our services. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information.

This policy applies to all personal information collected by Fambulcare, including information collected through our website, in person, by telephone, by email, and through the delivery of Support at Home and related in-home aged care services.

By engaging with our services or providing us with your personal information, you consent to the collection, use, and disclosure of your information as described in this policy.

Fambulcare Pty Ltd provides person-centred Support at Home and related in-home aged care services across Melbourne and Brisbane, subject to suitable service arrangements and worker availability.

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where applicable.

We collect personal information that is reasonably necessary to provide our services. This may include:

• Full name, date of birth, and gender
• Contact details including address, phone number, and email address
• Support at Home approval, service-plan and funding details where relevant
• Health and medical information relevant to the support we provide
• Information about support needs relevant to safe in-home aged care
• Emergency contact details and next-of-kin information
• Financial information for billing and invoicing purposes
• Cultural background and language preferences
• Information about your goals, preferences, and lifestyle
• Feedback, complaints, and incident reports

We only collect personal information that is necessary for one or more of our functions or activities. We will not collect information that is excessive or irrelevant to the services we provide.

Wherever practicable, we collect personal information directly from you. We may collect information in the following ways:

• Directly from you when you contact us by phone, email, or through our website
• Through intake and registration forms when you commence services
• From your authorised representative, Support at Home service arrangement, or care-management contact where relevant
• From healthcare professionals, allied health providers, or other support workers (with your consent)
• From your authorised representative, guardian, or family member
• Through the delivery of our services, including support notes and progress records
• Via our website through contact forms and enquiry submissions

If we collect your personal information from a third party, we will take reasonable steps to notify you of this collection unless it is impracticable or unreasonable to do so.

We collect, hold, use, and disclose personal information for the following primary purposes:

• To assess your support needs and develop a personalised support plan
• To deliver safe, high-quality, and person-centred Support at Home services
• To communicate with you regarding your services, appointments, and support
• To meet applicable aged care, privacy, funding and service-arrangement obligations
• To process invoices and manage payments through relevant approved arrangements
• To meet our legal, regulatory, and reporting obligations
• To respond to enquiries, feedback, and complaints
• To improve the quality and safety of our services
• To conduct staff screening, training, and supervision

We will not use or disclose your personal information for any secondary purpose unless you have consented, or unless an exception under the Privacy Act applies (for example, where required by law or to prevent a serious threat to health or safety).

We may disclose your personal information to third parties where necessary to deliver our services or meet our legal obligations. These may include:

• Your authorised care-management, funding-administration or service-arrangement contact
• Healthcare professionals and allied health providers involved in your care
• Our support workers and staff who are directly involved in your services
• Government agencies and regulators where required by law
• Emergency services in the event of a health or safety emergency
• Our professional advisors, including legal, accounting, and insurance providers, under confidentiality obligations

We will not sell, rent, or trade your personal information to any third party for marketing or commercial purposes.

As an in-home aged care service, we may handle sensitive information as defined under the Privacy Act. This may include health information and, where relevant to safe service delivery, information about cultural background, language preferences, religious beliefs or support needs.

We will only collect sensitive information about you with your consent, or where permitted or required by law. Sensitive information is subject to a higher level of protection and will only be used or disclosed for the purpose for which it was collected, or a directly related secondary purpose, unless you consent otherwise or an exception applies.

We take additional precautions to protect sensitive information, including restricting access to authorised staff only and applying enhanced security measures to records containing this type of information.

Fambulcare uses website and cloud service providers that may handle limited technical information outside Australia. Google services used through our website may process information in the United States and other countries where Google or its service providers operate. Manus platform, hosting, analytics and storage services may also use infrastructure or support providers outside Australia. The precise locations used by these providers can change; where practicable, we will update this policy with further country information.

Before disclosing personal information to an overseas recipient, we take reasonable steps in the circumstances to protect it. We do not intentionally send names, contact details, health information, referral details or free-text enquiry content to Google or Manus Analytics for advertising or measurement.

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and from unauthorised access, modification, or disclosure. Our security measures include:

• Secure storage of physical records in locked facilities with restricted access
• Password protection and access controls for electronic records
• Use of encrypted and secure communication channels
• Staff training on privacy obligations and confidentiality
• Regular review of our security practices and procedures

We retain personal information only for as long as it is needed for the purpose for which it was collected, or as required by law. When information is no longer required, we will take reasonable steps to destroy or de-identify it securely.

Under applicable aged care, privacy and related legislation, certain records may be required to be retained for a minimum period. We comply with applicable record-keeping obligations.

Under APP 12 and APP 13, you have the right to request access to the personal information we hold about you, and to request that we correct any information that is inaccurate, out of date, incomplete, irrelevant, or misleading.

To make an access or correction request, please contact us in writing using the details provided in Section 14. We will respond to your request within a reasonable timeframe (generally within 30 days).

We may decline an access request in limited circumstances permitted by the Privacy Act, such as where providing access would pose a serious threat to the health or safety of another person, or where the request is frivolous or vexatious. If we decline your request, we will provide written reasons.

There is no charge for making an access or correction request. However, we may charge a reasonable fee to cover the cost of retrieving and providing access to information in some circumstances.

If you believe we have breached your privacy or the Australian Privacy Principles, you have the right to make a complaint. We take all privacy complaints seriously and will investigate your concern promptly and fairly.

Step 1 — Contact us directly: Please submit your complaint in writing to admin@fambulcare.com.au. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

Step 2 — External complaint: If you are not satisfied with our response, or if we have not responded within 30 days, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

When you visit our website at www.fambulcare.com.au, our website infrastructure may record technical information such as IP address, browser type, device and operating-system information, referring URLs, pages visited and time of visit. We use this information to operate, secure and improve the website.

We use Manus-provided hosting and privacy-safe site analytics (Manus Analytics) to operate and understand website use. We also use Google Tag Manager to manage optional Google measurement. If you accept measurement in the website consent banner, Google Analytics may receive limited browsing and event information. Google Tag Manager and Google Analytics do not receive your contact-form or referral-form names, contact details, health information, messages or other sensitive content from this website.

Cookies and similar technologies may be used for essential functionality, consent preferences and optional measurement. Google measurement is set to denied by default and is updated only when you choose to accept measurement. You can change browser cookie settings, although this may affect functionality. For more information, see Google’s Privacy Policy and Manus’ Privacy Policy.

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or the services we provide. When we make material changes, we will update the "Last updated" date at the top of this page.

We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

For any privacy-related enquiries, requests, or complaints, please contact our Privacy Officer: