In short
- We collect only what you type into a form, plus your IP address to stop spam.
- We don't sell your information, and we never pass your contact details to anyone for their own marketing.
- We keep it for seven years after our last contact with you, then destroy or de-identify it.
- You can ask what we hold, ask us to fix it, or ask us to delete it. There's no charge.
Please don't send medical records through this website
Our forms are built to start a conversation, not to receive clinical documents. Please don't attach or type medical records, test results or detailed health information into a web form. If clinical information needs to be shared, our care team will arrange a secure way to do it.
Who this policy covers
Bamboo Care (ABN 27 669 557 724) is bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy sets out what we collect, why we collect it, who we share it with, how long we keep it, and what you can ask us to do about it.
It applies to information collected through this website, and to the personal information we hold about the people we support. If anything here isn't clear, call us and we'll talk it through.
What we collect
Through this website, we only collect what you choose to send us through a form:
- Your name and contact details (phone, email)
- Your suburb or postcode, where you provide it
- How and when you'd prefer to be contacted
- What you tell us about the support you're looking for
- For referrals: the referrer's name, organisation and contact details, and the referred person's name, contact details and the support they need
- For feedback and complaints: what you tell us, and your contact details if you'd like a response. You can send feedback without giving your name
- Technical information sent by your browser, including your IP address and browser type, recorded with form submissions to help prevent spam and abuse
The Support at Home budget calculator on this site runs entirely in your browser. The figures you enter are never sent to us and aren't saved anywhere.
Health and sensitive information
Health information is sensitive information under the Privacy Act. We collect it only with consent, and only where we genuinely need it to provide care safely.
We deliberately don't ask for health information through this website. No form on this site has a field for medical history, diagnoses or medications. Some forms do have a free-text box, "what support are you looking for", "support required", and people sometimes choose to mention a condition in their own words. If you do, we treat that as sensitive information, hold it the same way as the rest of your enquiry, and use it only to get your enquiry to the right person.
Once you begin receiving support, we collect the health and care information needed to look after you properly, with your consent, as part of your care plan. That's gathered by our care team, not through this website.
Why we collect it
To respond to your enquiry, to arrange and deliver your support if you go ahead, to act on referrals, feedback and complaints, and to meet the record-keeping obligations that apply to us as an aged care provider. We don't sell personal information, and we don't pass your contact details to anyone else for their own marketing.
Consent
Forms on this site ask you to confirm you'd like us to contact you before you submit them. If you're making a referral on someone else's behalf, we ask you to confirm they know about it or that you're authorised to make it.
You can withdraw your consent at any time by contacting us. If you'd rather not give us your details at all, call us, we can answer general questions without recording anything about you.
Who we share it with
We share personal information only where it's needed to provide your support, for example with the members of your care team, or with other services involved in your care where you've agreed to that. We may also disclose information where the law requires it, or where the Aged Care Quality and Safety Commission requires it of us as a provider.
We also rely on the service providers below to run this website and deliver care. They act on our instructions and are not permitted to use your information for their own purposes.
| Provider | What we use it for | What it receives |
|---|---|---|
| Webnity Care | Client management, rostering and shifts, and budget and funding management for the people we support | Your name, contact details, and the care and service records we keep for you |
| Webnity SMS | Sending text messages, such as visit and roster notifications | Your name, mobile number and the content of the message |
| Resend | Delivering website form submissions to our care team by email | Everything you enter into a form, including your name and contact details |
| Google Analytics and Google Tag Manager | Measuring how the website is used so we can improve it | Pages viewed, device and browser type, and approximate location from your IP address. Never form content |
| Meta Pixel | Measuring whether our Facebook and Instagram advertising is working | Pages you view on this site and your browser details. Never form content |
| Google Fonts | Serving the typefaces this site is set in | Your IP address and browser details, each time a page loads |
This website is also held with a hosting provider, which stores form submissions on our behalf until our care team collects them.
Information sent overseas
Resend, Google and Meta are United States companies and may store or process information on servers outside Australia. We use them because they're the standard tools for sending email and measuring a website, and we've limited what reaches them: the analytics and advertising tools never receive names, email addresses, phone numbers or anything you type into a form.
If you'd rather nothing went overseas at all, call us instead of using a form, and see Cookies and tracking below for how to switch off analytics in your browser.
How it's stored and protected
This website is served over an encrypted connection (HTTPS). Form submissions are written to a folder on the web server that is blocked from public access and readable only by the site itself, and are emailed to our care team at the same time.
Records held in Webnity Care are protected by individual staff logins, and access is limited to the people who need it to do their job, your care team, and our rostering and administration staff. Where we hold paper records, they're kept in locked storage at our office.
The anti-spam counters this site keeps hold only a scrambled identifier and a count. They contain no name, address or contact details.
How long we keep it
We keep personal information for seven years after our last contact with you, and then destroy or de-identify it. Seven years matches the record-keeping obligations that apply to us as an aged care provider. It covers enquiries and referrals that never became care, as well as the records of people we've supported.
You can ask us to delete your information sooner. We'll do that where we're able to, and we'll tell you plainly if a legal obligation means we have to keep something.
Cookies and tracking
This site sets one cookie of its own, a session cookie named BCSID, so that forms work correctly and to protect against cross-site request forgery. It disappears when you close your browser. You don't have to accept any marketing cookies to use this site.
If you use the accessibility toolbar to change text size, contrast or colours, those preferences are saved in your own browser's storage. They stay on your device and are never sent to us.
Where Google Analytics, Google Tag Manager and the Meta Pixel are switched on, they set their own cookies and record which pages and buttons are used. They're configured so that no names, email addresses, phone numbers or message content ever reach them, only anonymous information about how the site is used.
To turn this off: most browsers let you block third-party cookies in their privacy settings. Google publishes a browser add-on that opts you out of Google Analytics entirely, and you can control how Meta uses your activity for advertising in the ad preferences of your Facebook or Instagram account.
Accessing or correcting it
You can ask what personal information we hold about you, ask for a copy of it, ask us to correct anything that's wrong, or ask us to delete it where we're able to. Contact us using the details below. There's no charge for asking, and we'll respond within 30 days. If we can't give you what you've asked for, we'll explain why in writing.
Complaints about privacy
If you're concerned about how we've handled your personal information, tell us first, we'd rather hear it and put it right. See Feedback & Complaints, or call us on the number below. We'll acknowledge your complaint and respond within 30 days.
If you're not satisfied with our response, you can take it to the Office of the Australian Information Commissioner, independently of us, on 1300 363 992 or at oaic.gov.au (opens in a new tab).
Concerns about our aged care services more generally can also go to the Aged Care Quality and Safety Commission (opens in a new tab) on 1800 951 822.
Changes to this policy
We update this policy when what we do changes. The date below is when it last changed. If we make a significant change to how we use personal information, we'll say so on this page rather than quietly editing it.
Contact us
For anything to do with privacy, including access, correction and deletion requests:
- Phone: 08 7081 4142
- Email: info@bamboocare.com.au
- Post: 23 Kent Road, Macdonald Park SA 5121