Privacy policy

Standby Care · Last updated: 15 September 2026

This policy explains how Standby Care handles personal information in connection with our website, enquiries and care-related services. It is intended to support transparent handling of information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and other privacy and confidentiality requirements that apply to our services.

1. WHAT WE COLLECT

We collect information that is relevant to your enquiry or the care and support being arranged. This may include your name, contact details, date of birth, address, nominated representative and emergency contacts. Where needed for a service, it may also include health information, care needs, funding details and service records.

When you use our contact or feedback forms, we receive the information you enter. Feedback may be submitted without a name or contact details. Our website and hosting services may also record technical information such as your IP address and browser details for security and operation.

2. HOW WE USE IT

  • Respond to enquiries, feedback and complaints.
  • Discuss your needs, preferences and available support, and arrange agreed services.
  • Communicate with you and, where authorised, your nominated representatives or care professionals.
  • Maintain service and payment records and meet applicable reporting obligations.
  • Review service quality, manage concerns and protect the safety of people using our services.

3. WHEN WE DISCLOSE INFORMATION

Information is shared only where there is an appropriate reason and a lawful basis. This may include your consent, an agreed service arrangement, a legal requirement, a regulator’s request or a serious threat to someone’s health or safety. We limit disclosure to information relevant to that purpose.

We do not sell personal information. Marketing communications, where used, are subject to applicable consent and opt-out requirements.

3.1 SHARING WITH SERVICE PROVIDERS

Care professionals, authorised representatives and organisations involved in an agreed service may need relevant information to carry out their role. The parties involved in your care and their responsibilities should be explained in your service documents. We do not give another organisation unrestricted access to your records simply because it works with us.

Website hosting, email and other technology suppliers may also process information on our behalf to operate the website and support communications.

3.2 OVERSEAS PROCESSING AND STORAGE

Website contact and feedback submissions are forwarded to our nominated Gmail inbox. Google and other technology suppliers may process or store information outside Australia, including in the United States and other countries where their services operate.

Contact us if you would like information about the systems relevant to your enquiry or care. Where overseas disclosure occurs, we will take the steps required by applicable Australian privacy law.

4. STORAGE AND SECURITY

We take reasonable steps to protect personal information against misuse, loss and unauthorised access or disclosure. Access should be limited to people who need the information for their work or an authorised purpose.

Records are kept for the periods required by applicable law and service obligations, or while reasonably needed for their purpose. When information is no longer needed and retention is not required, we will take reasonable steps to securely delete or de-identify it. Please avoid including unnecessary sensitive information in a general website enquiry.

5. YOUR RIGHTS AND PRIVACY COMPLAINTS

You can ask to access the personal information we hold about you or request a correction. We may need to verify your identity or authority before responding. If access or correction cannot be provided, we will explain the reason where required by law.

You can also raise a concern about our handling of your information or ask to change or withdraw consent where applicable. This may affect which services or follow-up we can provide.

Contact Standby Care using the details below or our feedback form. We will review the concern and discuss the outcome or next steps with you. If the matter remains unresolved, you can contact the Office of the Australian Information Commissioner on 1300 363 992.

6. CONTACT US

For privacy enquiries, access requests or corrections, contact Standby Care:

Email: info@standbycare.com.au
Phone: 0490 554 992
Online: Feedback & complaints

We may update this policy as our services or legal obligations change. The latest version will be available on this page.