Privacy Policy
Elvana Care Proprietary Limited (“Elvana Care”, “we”, “us”, “our”) is committed to protecting the privacy of personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we collect, use, disclose and protect personal information gathered through elvanacare.com.au and in the course of providing aged care services.
1. What Personal Information We Collect
We may collect the following kinds of personal information, depending on how you interact with us:
- Contact details – name, phone number, email address, postal address.
- Enquiry details – information you submit through our Enquiry form or Get Started form, including the type of support you are seeking and preferred contact times.
- Care and health-related information – where relevant to assessing or delivering aged care supports, such as care needs, medical conditions, mobility requirements or next-of-kin/representative details.
- Funding information – such as whether you hold a Support at Home budget or legacy Home Care Package, the name of your existing provider or coordinator, or your preference to pay privately. Elvana Care does not currently deliver CHSP-funded services.
- Government identifiers – such as My Aged Care reference numbers, Medicare or DVA details, only where necessary to provide or arrange services.
- Technical information – standard web log data (such as browser type and pages visited) generated by visiting our website.
Elvana Care does not currently use third-party analytics or advertising tracking tools (such as Google Analytics or Meta Pixel) on this website. If this changes, this policy will be updated beforehand and a cookie notice will be displayed on the site.
2. How We Collect Personal Information
We collect personal information directly from you when you submit an enquiry, complete the Get Started form, email us, call us, or engage with us as a prospective or current client. Where practicable, we collect information directly from the individual concerned. If information is provided by a representative, family member or referrer on your behalf, we rely on them to have your authority to do so.
3. Why We Collect and How We Use It
We collect and use personal information to:
- Respond to enquiries and provide information about our services.
- Assess suitability for, and arrange, aged care supports.
- Deliver, coordinate and review care and services.
- Meet legal, regulatory and reporting obligations.
- Maintain business records and improve our services.
We do not use personal information for direct marketing without consent, and any marketing communication will include a clear option to opt out.
4. Disclosure of Personal Information
We may disclose personal information to:
- Support workers and contractors involved in delivering your care, on a need-to-know basis.
- Your existing Support at Home provider or care coordinator, where you engage Elvana Care to deliver services alongside them, so your care can be coordinated safely.
- Government agencies and regulators where required or authorised by law, including the Aged Care Quality and Safety Commission and the Department of Health, Disability and Ageing.
- Your authorised representative, next of kin or nominated support coordinator, where you have consented.
- Professional advisers and service providers (such as IT and hosting providers) who assist us to operate our business, under confidentiality obligations.
Elvana Care does not sell personal information and does not disclose personal information overseas unless you are separately notified and consent is obtained.
5. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes restricting access to personal information to personnel who need it to perform their role, and using secure systems for storing electronic records.
6. Access and Correction
You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We will respond within a reasonable period and, in most cases, within 30 days. We may need to verify your identity before providing access.
7. Complaints About Privacy
If you believe we have breached the Australian Privacy Principles, you may lodge a complaint with us using the contact details below. We will acknowledge your complaint and aim to resolve it within a reasonable timeframe. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
8. Contact Us
Phone: 0410 193 962
Email: info@elvanacare.com.au
Website: elvanacare.com.au
Enquiry and Get Started forms: available at elvanacare.com.au
9. Changes to This Policy
We may update this policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available at elvanacare.com.au.