Privacy and Whistleblower Policy

At Accept, we understand healthcare, and we understand that protecting your personal information is essential to the trust you place in us.

This Privacy and Whistleblower Policy outlines our commitment to safeguarding the personal information you provide to us, or that we collect while delivering our services to you. It also explains how we maintain a culture of integrity, transparency, and accountability, and how staff, clients, and representatives can safely raise concerns about misconduct or breaches of duty.

In this policy, “we”, “us” or “our” means Accept.

 

Types of Information We Collect

We collect and hold information necessary to deliver our care and support services, including:

Personal Information – such as your name, date of birth, address, contact details, emergency contact information, and payment details.

Sensitive Information – including your health and medical history, disability or support needs, racial or ethnic origin, religious or philosophical beliefs, sexual orientation, or criminal record.

Online and Technical Data – such as your website usage, browser type, IP address, and cookie data (used to improve online service experience).

 

How We Collect Information

We collect personal information:

  • Directly from you when you access our services, fill in forms, or communicate with us;
  • Indirectly through your use of our website, apps, or digital platforms;
  • From third parties such as family members, support coordinators, government agencies, or health professionals (where consent is provided or permitted by law).

 

How We Use Personal Information

We collect, hold, and use personal information to:

  • Deliver high-quality aged care, NDIS, and private care services;
  • Manage care planning, coordination, and billing;
  • Communicate with you, your representatives, or care providers;
  • Provide relevant marketing and information about our services;
  • Improve our services through analytics, research, and service development;
  • Meet our legal, regulatory, and contractual obligations;
  • Improve our programs, staff training, and customer experience;
  • Evaluate and respond to feedback, incidents, or complaints; and
  • Assess employment or volunteer applications.

We only collect and use sensitive information where it is necessary to provide services, with your consent, or as required or authorised by law.

 

Storage and Security of Information

We take reasonable and robust steps to protect your personal information from misuse, loss, unauthorised access, or disclosure.
This includes secure systems, access controls, encrypted databases, and staff training on confidentiality.

While we strive to protect your information, data transmission over the internet carries inherent risks and we cannot guarantee absolute security. The transmission and exchange of information is carried out at your own risk.

 

Cookies

We use cookies to improve your experience and understand how our website and online services are used. Cookies don’t identify you personally, but they help us remember your preferences and may enable third parties (like Google or Facebook) to show you relevant ads.

You can manage or block cookies in your browser settings, but some parts of our website may not work properly if you disable them.

 

Links to Other Websites

Our website may contain links to other sites we don’t control. We’re not responsible for how those sites handle your information, so we recommend checking their privacy policies before sharing personal details.

Your Rights and Choices

You have the right to:

  • Request access to your personal information;
  • Request correction or updates to ensure accuracy;
  • Request to remain anonymous or use a pseudonym (where lawful and practicable);
  • Withdraw consent for direct marketing communications at any time.

To exercise your rights or raise concerns, please contact our Privacy Officer:
Email: privacyofficer@kinyarahealth.com.au
Phone: +61 3 7048 6507

 

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) for privacy complaints by:

 

Feedback and Complaints

We welcome feedback and handle complaints promptly and fairly.
All concerns will be reviewed, acknowledged, and addressed in accordance with our Complaints and Feedback Policy.

You can provide feedback by contacting the Privacy Officer via the details above.

 

Whistleblower Disclosures

We are committed to a culture where individuals can safely report misconduct, risks to safety or quality, or breaches of law.

Staff members, contractors, clients, family members and representatives may make a Whistleblower Disclosure if they reasonably believe wrongdoing has occurred.

How to Make a Disclosure

Disclosures can be made confidentially or anonymously by contacting our Privacy Officer:
Email: privacyofficer@kinyarahealth.com.au
Phone: +61 3 7048 6507

Alternatively, you may report externally to:

  • The Aged Care Quality and Safety Commission
  • The NDIS Quality and Safeguards Commission
  • The Department of Health, Disability and Ageing
  • A police officer or independent advocate

Protections for Whistleblowers

Whistleblowers are protected from:

  • Dismissal, discrimination, or harassment;
  • Legal or administrative action related to their disclosure;
  • Having their identity revealed without consent (unless required by law).

All disclosures will be assessed promptly, treated confidentially, and investigated appropriately.
Where a disclosure does not qualify for whistleblower protection, it will be managed through our standard Complaints and Feedback process.

 

Changes to This Policy

We may update this policy from time to time to reflect legislative or operational changes.
The latest version will always be available on our website.