Privacy Policy

Evolving Care is committed to protecting the privacy and confidentiality of the people we support, their families, representatives, support coordinators, workers, contractors, website visitors and other people who interact with us.

This Privacy Policy explains how Evolving Care collects, uses, stores, discloses and protects personal information, including sensitive and health information.

Evolving Care aims to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply. We also recognise our privacy and information-handling responsibilities as an NDIS provider.

1. About Evolving Care

Evolving Care
Website: https://www.evolvingcare.org/
Phone: 1300 996 907
Email: admin@evolvingcare.org

Legal entity: [Insert registered legal entity name]
ABN: [Insert ABN]

For the purposes of this Privacy Policy, references to “Evolving Care”, “we”, “us” or “our” mean the Evolving Care entity responsible for collecting and handling your information.

2. What Information We Collect

Depending on how you interact with us, we may collect different types of personal information.

This may include:

Personal information

• Full name
• Date of birth
• Contact details
• Residential and postal address
• Email address
• Telephone number
• Emergency contact details
• Information about family members, nominees, representatives or carers
• Information needed to arrange and provide services
• Records of communications and interactions with us

NDIS and support information

Where relevant, we may collect information about:

• Your NDIS plan
• NDIS participant number
• Funding arrangements
• Support needs
• Goals and preferences
• Support coordination arrangements
• Service agreements
• Plan management arrangements
• Support requirements
• Information provided by support coordinators, plan managers, nominees or other authorised representatives

Health and sensitive information

Where necessary to provide appropriate support, we may collect sensitive information such as:

• Health information
• Disability-related information
• Medical information
• Functional assessments
• Allied health reports
• Medication-related information
• Care requirements
• Information relating to support needs
• Information about risks, behaviours or incidents

Health and disability information is generally considered sensitive information under Australian privacy law and requires appropriate handling and protection.

Website and technical information

When you visit our website, we may collect information such as:

• IP address
• Browser and device information
• Pages visited
• Referring websites
• Approximate location information
• Website usage information
• Cookies and similar technologies

We may use analytics and other website technologies to understand how visitors use our website and improve its performance.

3. How We Collect Information

We may collect information directly from you when you:

• Contact us
• Complete an enquiry or referral form
• Request our services
• Become a participant
• Communicate with our team
• Subscribe to communications
• Submit feedback or a complaint
• Apply for employment or work with us
• Use our website

Where appropriate and permitted by law, we may also collect information from third parties, including:

• NDIS representatives
• Support coordinators
• Plan managers
• Nominees and authorised representatives
• Family members or carers
• Allied health professionals
• Health professionals
• Other service providers
• Government agencies
• Organisations involved in arranging or funding your supports

We aim to collect information directly from the individual wherever practical. In some circumstances, information may need to be obtained from another person or organisation, including where the individual has authorised this or where collection is permitted or required by law.

4. Why We Collect Personal Information

We collect personal information where it is reasonably necessary for our functions and activities.

Depending on the circumstances, we may use your information to:

• Assess and respond to enquiries
• Determine how we may support you
• Deliver NDIS and related services
• Develop and manage service arrangements
• Understand your support needs and preferences
• Coordinate services
• Communicate with you, your representatives and relevant professionals
• Manage appointments and referrals
• Maintain participant and service records
• Manage payments and administration
• Meet our legal and regulatory obligations
• Manage incidents, risks and complaints
• Improve the quality and safety of our services
• Meet NDIS provider requirements
• Manage staff, contractors and service providers
• Protect the safety and wellbeing of participants, workers and other people
• Respond to emergencies
• Prevent or investigate fraud, abuse or unlawful activity
• Send communications where you have requested or consented to receive them

We will not use personal information for a purpose that is incompatible with the reason it was collected unless permitted or required by law.

5. Consent and Sensitive Information

Some information collected by Evolving Care may be sensitive or health information.

Where required by law, we will obtain appropriate consent before collecting, using or disclosing sensitive information.

You may withdraw consent in circumstances where consent is the basis for processing your information. However, withdrawing consent may affect our ability to provide certain services or respond to particular requests.

There may also be circumstances where we are permitted or required by law to collect, use or disclose information without consent.

6. How We Use and Disclose Information

We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy.

Depending on the circumstances, information may be disclosed to:

• Evolving Care employees and authorised workers
• Contractors and service providers
• Support coordinators
• Plan managers
• Allied health professionals
• Health professionals
• Other providers involved in your supports
• NDIS-related organisations
• Government departments and agencies
• Emergency services
• Legal, accounting or professional advisers
• Technology and cloud service providers
• Payment and administration providers
• Insurers
• Other parties where you have provided appropriate authority

We will generally only provide information to people who need it for an appropriate purpose and will take reasonable steps to protect information from unauthorised access or disclosure.

We may also disclose information where required or authorised by law.

7. NDIS and Legal Obligations

As an NDIS provider, Evolving Care may have obligations relating to privacy, record keeping, incident management, safeguarding, reporting and cooperation with regulatory bodies.

In certain circumstances, information may need to be disclosed without consent where required or authorised by law. This can include circumstances involving serious risks to safety, abuse, neglect, exploitation, violence, reportable incidents or other mandatory reporting obligations.

NDIS provider guidance recognises that there are circumstances in which information may need to be disclosed without consent, including certain reporting obligations involving violence, exploitation, neglect, abuse and sexual misconduct.

8. How We Protect Personal Information

Evolving Care takes reasonable steps to protect personal information against:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

Depending on the nature of the information, security measures may include:

• Access controls
• Password protection
• User authentication
• Restricted access to participant information
• Secure digital systems
• Staff privacy and confidentiality requirements
• Physical security measures
• Data backup procedures
• Secure disposal processes
• Due diligence when selecting third-party service providers

Access to personal information is limited to people who require it for legitimate business or service-related purposes.

9. Third-Party Service Providers

Evolving Care may use third-party providers to operate parts of our business and deliver services.

These may include providers of:

• Cloud storage
• Client management systems
• Email
• Website hosting
• Analytics
• Online forms
• Scheduling systems
• Payment processing
• Communications
• IT and cybersecurity
• Document management

Some providers may store or process information outside Australia.

Where this occurs, Evolving Care will take reasonable steps to assess and manage the privacy and security implications in accordance with applicable laws.

10. Cookies and Website Analytics

Our website may use cookies and similar technologies.

Cookies can help us:

• Remember preferences
• Understand website usage
• Improve website functionality
• Measure website performance
• Understand how visitors interact with our content
• Improve our marketing and communications

You can generally control cookies through your browser settings.

Where required, we will provide appropriate cookie or consent controls.

11. Marketing Communications

If you provide your contact details, we may contact you about:

• Services
• Enquiries
• Referrals
• Appointments
• Service updates
• Information you have requested
• Relevant news or resources

We will comply with applicable laws relating to marketing communications.

You can unsubscribe from marketing communications at any time by following the unsubscribe instructions included in the communication or contacting us directly.

Service-related or administrative communications may still be sent where reasonably necessary.

12. How Long We Keep Information

We retain personal information for as long as reasonably necessary to:

• Provide services
• Maintain appropriate participant records
• Meet legal and regulatory obligations
• Resolve disputes
• Manage complaints
• Meet accounting and reporting requirements
• Protect our legitimate interests

Different types of information may be subject to different retention requirements.

When information is no longer required, we will take reasonable steps to securely destroy, delete or de-identify it, subject to any legal requirements to retain it.

13. Accessing Your Information

You may request access to personal information we hold about you.

To make a request, contact:

Email: admin@evolvingcare.org
Phone: 1300 996 907

We will generally respond to requests within a reasonable period.

In some circumstances, we may be unable to provide access to particular information where an exception under applicable law applies.

If this occurs, we will explain the reason where we are permitted to do so.

14. Correcting Your Information

We aim to keep personal information accurate, complete and up to date.

If you believe information we hold about you is inaccurate, incomplete or outdated, please contact us and ask us to correct it.

We will take reasonable steps to correct information where appropriate.

15. Privacy Complaints

If you believe Evolving Care has mishandled your personal information or breached applicable privacy requirements, we encourage you to contact us first.

Privacy complaints

Email: admin@evolvingcare.org
Phone: 1300 996 907

Please provide enough information for us to understand your concern, including relevant dates, documents or communications where available.

We will investigate and respond to privacy complaints within a reasonable timeframe.

If you are not satisfied with our response, you may have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC) or another relevant regulatory body.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our services
• Changes to our information-handling practices
• Changes to technology
• Changes to privacy laws or regulatory requirements

The updated policy will be published on this website with the revised “Last updated” date.

17. Contact Us

If you have questions about this Privacy Policy or how Evolving Care handles your personal information, please contact us.

Evolving Care
Phone: 1300 996 907
Email: admin@evolvingcare.org
Website: https://www.evolvingcare.org/