Transparent policies, care without barriers.

1. What we collect

We collect only the minimum information needed to provide safe, compliant care: identity details (name, date of birth, address, contact methods), service-relevant health information (medical history, medications, allergies, My Aged Care / NDIS numbers), emergency contacts and representatives, and records generated by service delivery (visit notes, risk assessments, receipts).

2. How we use it

• Assess and design your personalised care plan and match you with appropriate workers.
• Communicate where necessary with your nominated family, My Aged Care, the NDIA, your GP and multidisciplinary team.
• Issue invoices and service records, and meet reporting obligations to funders and regulators.
• Continuously improve service quality and ensure safety and compliance.

3. When we disclose information

We do not sell, rent, or use your personal information for marketing without your consent. We may lawfully disclose information: with your express consent to family, clinicians or representatives; where required by law or court order; to regulators and law enforcement such as the Aged Care Quality and Safety Commission, the NDIS Commission, or the Police; or to prevent a serious threat to your life, health or that of another person.

4. Storage and security

Your information is stored on secure cloud infrastructure hosted within Australia, with role-based access controls and multi-factor authentication. Our team receives annual privacy and information security training, and we contractually require third-party suppliers to apply equivalent safeguards.

5. Your rights

• You may request access to, and correction of, the information we hold about you.
• You may withdraw consent at any time; this may affect our ability to continue providing certain services.
• If you are dissatisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) on 1300 363 992.

6. Contact us

For all privacy matters please contact: [email protected] · 1300 025 938

1. Scope of services

We provide personalised care services based on your My Aged Care assessment, NDIS Plan, or private agreement. These include personal care, domestic assistance, social support, transport, AT-HM equipment hire, senior meal delivery and group activities.

2. Fees, subsidies and payment

• For Support at Home clients, fees are made up of a Commonwealth subsidy and an individual contribution, with rates set out in your Service Agreement.
• NDIS-funded services are charged under the current NDIS Pricing Arrangements; we support self-managed, plan-managed and NDIA-managed clients.
• Privately funded clients are billed fortnightly per the Service Agreement, with payment due within 14 days.

3. Cancellations and changes

Please give us at least 24 hours' notice of any cancellation or change. Short-notice cancellations may attract a fee in line with funder rules (set out in your Service Agreement).

4. Pausing or ending services

You may pause or end services at any time by giving us notice in writing — no reason is required. We also reserve the right to pause or end services, following due process, where there is a serious safety risk, fraud, violence, or repeated breach of the agreement.

5. Limitation of liability

To the maximum extent permitted by the Australian Consumer Law, we are not liable for loss arising from health information you did not disclose, third-party services not engaged by us, or events beyond our control (e.g. natural disasters, power outages, government directives). Non-excludable rights under the Australian Consumer Law continue to apply.

6. Governing law

These terms are governed by the laws of Victoria, Australia, and submit to the non-exclusive jurisdiction of the courts of Victoria.

1. Our commitment

• Bilingual English / Chinese is available across the site, including key documents (Service Agreement, schedule of fees, complaints pathway).
• Text scales to 200% without loss of layout or content.
• Full keyboard navigability with visible focus rings; images include meaningful alt text.
• Colour contrast is reviewed to be friendly to users with low vision; we never rely on colour alone to convey meaning.

2. Accessibility beyond the website

• Free telephone interpreting via TIS National on 131 450.
• Hearing-impaired clients can use the National Relay Service on 133 677.
• Large print, Easy English, or audio versions of any document are available on request.
• Our Box Hill office has step-free access and lift entry.

3. Feedback and continuous improvement

If you experience any accessibility barrier with this website or our services, please contact us at [email protected] or 1300 025 938. We aim to respond within 2 business days and will use your feedback to keep improving.