Privacy Policy
The short version
- We only ask for what we need to help you with home care.
- Your health and care information is used to plan and deliver your care, and nothing else.
- We never sell your information, and we don’t send you marketing unless you’ve said yes.
- You can ask to see or correct what we hold about you at any time.
- Questions? Call us on 0410 193 962 or email info@elvanacare.com.au.
Elvana Care is a small, family-run home care business in Canberra. We take looking after your information as seriously as looking after you. This policy explains, in plain English, what we collect, why, and who sees it. It follows the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
1. What we collect
Depending on how you contact us, we may collect:
- Your contact details, such as your name, phone number, email and address.
- What you’re looking for, such as the type of help you need and the best time to call.
- Care and health information, such as your care needs, health conditions, mobility and your next of kin or representative. We only collect this when it’s needed to plan or deliver your care.
- Funding details, such as your Support at Home classification and your My Aged Care referral code. We only ask for Medicare or DVA details if we need them to arrange your services.
2. How we collect it
Usually straight from you: when you call or email us, fill in a form on our website, or fill in a form on one of our Facebook or Instagram ads. If a family member, representative or health professional contacts us for you, we ask them to make sure you’re happy for them to do so.
3. How we use it
- To get back to you about your enquiry.
- To work out the right support for you, and to plan, deliver and review your care.
- To meet our legal and aged care obligations.
- To keep our business records and improve our services.
We will only send you news or offers if you’ve agreed, and every message will make it easy to unsubscribe.
4. Who we share it with
Only the people who need it to look after you:
- The carers and support workers who visit you.
- The registered provider who manages your Support at Home funding, so your care and payments can be arranged.
- Your representative, next of kin or anyone else you ask us to keep informed.
- Government bodies, such as the Aged Care Quality and Safety Commission, only when the law requires it.
- Businesses that help us run Elvana Care, such as our IT, email and website providers. They must keep your information confidential.
We never sell your information.
5. Cookies, analytics and advertising
Our website uses cookies and similar technologies to operate effectively, understand how it is used and measure the performance of our advertising. These include analytics and advertising services provided by third parties, such as Google and Meta.
- The information collected is limited to general usage data, such as pages viewed and interactions with the website. It does not include anything you enter into our forms.
- Health and care information is never shared with analytics or advertising providers.
- These providers may process usage data outside Australia, in line with their own privacy policies.
- You can manage or disable cookies through your browser settings at any time. This will not affect your ability to use our website.
Enquiries through Facebook or Instagram. If you submit an enquiry through a form on Facebook or Instagram, Meta provides your responses to us so that we can respond to you. Meta’s privacy policy also applies to your use of its platforms.
Overseas disclosure. Other than as described above, we do not disclose personal information to recipients outside Australia without first notifying you and obtaining your consent.
6. Keeping it safe
We keep your information in secure, password-protected systems, and only people who need it for their job can see it. We keep records for as long as the law requires, then destroy them securely.
7. Seeing or correcting your information
You can ask to see the information we hold about you, or ask us to fix anything that’s wrong. Just call or email us. We’ll usually respond within 30 days, and we may need to confirm who you are first.
8. Concerns or complaints
If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. If you’re still not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
9. Contact us
Phone: 0410 193 962
Email: info@elvanacare.com.au
Website: elvanacare.com.au
10. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it took effect at the top.