OLC Care is committed to protecting your privacy and managing personal information responsibly and in line with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), and other applicable laws including the Aged Care Act 2024 and Aged Care Rules 2025. We do this with relentless customer focus. Keeping your information safe is important to us.

What information we collect?

We collect various types of personal information about our clients and their representatives, including:

• Identifiers and contact details (e.g., name, address, phone/email), and basic demographic details (e.g., gender, date of birth, marital status)
• Identification documents (e.g., driver’s licence, passport) and banking details
• Photos/video recordings (including CCTV/surveillance where used)
• Information about preferences, consents and service requirements
• Service and funding information (including information used to support claims for funded aged care services and to meet record-keeping and reporting obligations)
• Documents relating to decision-making and representation (e.g., powers of attorney, guardianship orders, advance care planning documents, registered supporters, statutory decision makers)
• Complaints/feedback and investigation records
• Government-related identifiers where relevant (e.g., Medicare, NDIS number, CRN, TFN where applicable)
• Sensitive information (where required/authorised), such as health information and, in some cases, information about cultural background, religion, or other sensitive details, and biometric information used with facial recognition software (where used).

Who we collect personal information from?

We collect personal information lawfully and fairly, and usually directly from you (or your authorised representative). We may also collect information from other sources such as healthcare providers, government bodies, and others involved in your care/services, where appropriate.

We only collect and handle Your Personal Information that is provided by You, with Your consent or where otherwise permitted by law. We will assume that You have consented to us collecting all information that is provided to Us in accordance with this Privacy Policy unless You tell Us otherwise at the time you provide it to Us. Once You have provided Your consent, You are able to withdraw it at any time by contacting us.

How we store and protect your personal information?

We take reasonable steps to protect personal information from misuse, interference and loss, and unauthorised access/modification/disclosure. Safeguards may include access controls, encryption-capable software, anti-virus protection, password controls, user access levels on a “need to know” basis, staff training and operational procedures (including data breach processes).

We retain personal information for required minimum periods under relevant laws (including aged care legislation). When no longer required, information is destroyed or de-identified in accordance with legislative requirements.

We use clients’ personal information for the purposes including, but not limited to:

• Provide accommodation and care services in our residential aged care homes
• Comply with legal and regulatory obligations including the Aged Care Act 2024 and Aged Care Rules 2025
• Administer and claim funding/supplements and support transfers between providers where required
• Manage internal administration, training, quality improvement, risk management, incident/complaints handling and reporting

From time to time, we use clients’ personal information for direct marketing. Clients who do not wish to have their personal information used for this purpose should contact us on the details below and let us know.

We may disclose personal information to third parties involved in providing, evaluating or administering services—for example doctors, allied health providers, and contracted service providers supporting our operations.

We may also disclose information where necessary to:

• Meet record-keeping and reporting requirements under aged care legislation
• Engage agents/contractors, professional advisers, insurers, finance providers, and quality/compliance partners
• Contact nominated relatives/appointed contacts in an emergency
• Comply with lawful requests, regulators and authorities (e.g., Department of Health and Aged Care, Services Australia, Aged Care Quality and Safety Commission, police, etc.)
• New technology (we may use computer programs and AI tools to support internal operations and service delivery, e.g. to assist with care planning and risk profiling. These tools are subject to human oversight and personal information used in these systems is handled securely and only for the purpose described in our policy.)

How to access and correct your personal information (your rights)

It is important that the information we hold about our clients is accurate. Except in certain situations, you have the right to access your personal information and ask us to correct it. In particular, the Statement of Rights under the Aged Care Act 2024 provides that clients have the right to seek, and be provided with, records and information about the funded aged care services they access, including the costs of those services. We will take reasonable steps to update or correct, as soon as possible, any information in our possession that is inaccurate, incomplete, out-of-date, irrelevant or misleading.

We may refuse to grant you access where this is allowed or required by law, for example, where this would have a negative impact on someone else’s privacy. If we do refuse to grant access, we will give you written reasons.

If you would like to access your personal information, please contact:
Privacy Officer
Address: 27 Jacques Ave Peakhurst NSW 2210
Telephone: 02 9153 8224
Email: [email protected]

We may charge a reasonable fee to cover the cost of providing access (such as printing or postage), but we will not charge you for making the request. We will inform you of any applicable fees before providing access.

You have the right to complain if you believe we have breached this policy or your rights under the Australian Privacy Principles.

To lodge a complaint, please write to our Privacy Officer at the following address:
Privacy Officer
Address: 27 Jacques Ave Peakhurst NSW 2210
Telephone: 02 9153 8224
Email: [email protected]

You can also make a complaint by using complaint pathways such as filing in complaint form or talking to home management.

We will promptly acknowledge receipt of your complaint, and we will endeavour to deal with your complaint and to provide you with a response within a reasonable time period following receipt of your complaint (generally within 30 days of receipt). Where a complaint requires a more detailed investigation, it may take longer to resolve. If this is the case, then we will provide you with progress reports.

We reserve the right to verify the identity of the person making the complaint and to seek (where appropriate) further information from the complainant in connection with the complaint.

Where required by law, we will provide our determination on your complaint to you in writing.

Please note that we may refuse to investigate or to otherwise deal with a complaint if we consider the complaint to be vexatious or frivolous.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:
Office of the Australian Information Commissioner
Postal address: GPO Box 5288 Sydney NSW 2001
Phone: 1300 363 992
Website: www.oaic.gov.au