Privacy Policy

1. Who we are

Bopha Cares Pty Ltd (ABN 39 634 931 801) (“Bopha Cares”, “we”, “us”) is a registered NDIS provider based in Bossley Park, supporting participants across Western Sydney and the Hills District with personal care, domestic assistance, nursing, respite, transport and community support.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), and the privacy and record-keeping obligations of the NDIS Code of Conduct and NDIS Practice Standards. This policy applies to participants, their families, carers and nominees, referrers such as support coordinators, people who visit our website, and people who apply to work with us.

2. What information we collect

We collect only what we reasonably need for the reason you're dealing with us.

If you enquire about our services

• your name, phone number and email address
• the participant's name and contact details, if you're enquiring for someone else
• your suburb, the services you're interested in, how many hours of support you need, when you'd like to start and your NDIS funding status
• your support coordinator's name, if you have one
• anything you choose to tell us in your own words

If you become a participant with us

• your date of birth, address, emergency contacts and NDIS number
• your NDIS plan, goals, funding and plan management details
• health information, such as your disability, medical history, medications, care needs, allergies, and progress and incident notes
• details about your cultural background, language and personal preferences, so your supports suit you
• the details of your nominee, guardian or other decision-maker, if you have one
• service agreements, invoices and payment records

Health, disability and cultural information is sensitive information under privacy law. We only collect it with your consent, or where the law allows, and we give it extra protection.

If you apply to work with us

Your contact details, resume, qualifications, references, right-to-work details and the results of checks such as your NDIS Worker Screening Check and Working With Children Check.

3. How we collect it

Wherever we can, we collect information directly from you. That includes:

• our online enquiry and expression-of-interest forms
• phone calls, emails, text messages and social media messages
• meetings, assessments and the supports we deliver

Sometimes we receive information from other people, such as your support coordinator, plan manager, family member, guardian, GP or other health professionals, or the NDIA. If someone refers you to us, we'll let you know and check that you're happy for us to contact you.

Enquiring for someone else? Please make sure they know you're contacting us and are comfortable with you sharing their details. If they aren't able to agree themselves, we'll work with you and their decision-maker.

4. Why we collect and use it

We use your information to:

• reply to your enquiry and tell you how we can help
• assess your needs and plan supports that match your goals
• deliver safe, consistent supports and match you with the right support workers
• prepare service agreements and claim payment from the NDIA or your plan manager
• meet our obligations as a registered NDIS provider, including incident management, audits and reporting
• handle feedback and complaints, and improve the quality of our services
• understand how people find us, so we can reach others who need support
• assess job applications and manage our workforce

We won't use your information for any other purpose unless you'd reasonably expect it, you agree, or the law requires or allows it.

5. Consent and decision-makers

We'll explain what we're collecting and why, in a way that works for you. If you'd prefer to talk it through in another language, our team speaks Filipino, Khmer, Nepali and Russian, and we can arrange an interpreter through TIS National (131 450) at no cost to you.

You can change or withdraw your consent at any time. If that affects the supports we can provide, we'll explain why first.

If you have a nominee, guardian, or a parent or carer who makes decisions with you, we will work with them while still involving you as much as possible.

6. Who we share it with

We never sell, rent or trade your personal information. We only share it when it's needed for your care, you've agreed, or the law requires or allows it. This may include:

• the support workers and nurses who look after you, on a need-to-know basis
• your support coordinator, plan manager, the NDIA, and doctors and other health professionals involved in your care
• the NDIS Quality and Safeguards Commission and approved auditors, as part of incident reporting and our registration
• trusted service providers who help us run our business, such as IT, email, website hosting, accounting and marketing providers. They may only use your information to provide their service to us.
• emergency services, police or government agencies, where there is a serious risk to someone's life, health or safety, or the law requires it

7. Where your information is stored

We store information in secure electronic systems and, where needed, in locked paper files. Our website, database, file storage and email are all hosted in Australia, so the details you share with us stay in Australia.

The only exception is the Google analytics and advertising tools described below, which may process information about how you use our website on servers outside Australia, including in the United States. They don't receive the details you type into our enquiry form.

Before we use a provider like this, we take reasonable steps to make sure they protect your information in line with the Australian Privacy Principles.

8. Our website, cookies and analytics

Like most websites, ours uses cookies and similar technologies. They help us understand how visitors use the site, which pages are helpful, and which of our advertising is reaching the people who need us. We use:

• Google Analytics and Google Tag Manager, which record things like the pages you visit, your device and browser, and roughly where you are
• Advertising tags from Google and our marketing partner, which tell us when someone who clicked one of our ads goes on to enquire
• Call tracking, which may show a different phone number on our website so we can tell which advertising led to a call. It may log the number you called from and the date, time and length of the call. Your call still comes straight through to our team.

When you send an enquiry, we also note how you found us (for example, a Google search or an ad) and the page you arrived on. Your browser keeps this for up to 30 days. If you close the enquiry form part-way through, your answers are saved in that browser tab so you can pick up where you left off. They're cleared when you send the form or close the tab.

This information doesn't usually identify you. We don't send the details you type into our enquiry form to analytics or advertising providers. You can block or delete cookies in your browser settings, or opt out of Google Analytics at tools.google.com/dlpage/gaoptout. The site will still work.

Our website may link to other sites, such as the NDIS or our social media pages. We aren't responsible for how those sites handle your information.

9. Keeping in touch

When you enquire, we'll contact you about that enquiry. We may also send occasional updates about our services or helpful NDIS information, but only where you've agreed or would reasonably expect it.

Every marketing message includes an easy way to unsubscribe. You can also call or email us and ask to stop. Opting out won't affect the supports you receive.

10. How we keep it safe

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, change or disclosure. These include:

• password-protected systems, with access limited to staff who need it
• encrypted connections on our website and enquiry forms
• privacy and confidentiality training for every staff member
• confidentiality obligations in our staff and supplier agreements
• secure storage and destruction of paper records

If a data breach is likely to cause you serious harm, we'll tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires, and we'll take steps to limit the harm.

11. How long we keep it

We keep participant and health records for at least seven years after your last service with us, or until you turn 25 if you were under 18 when you were last supported. This is required by NSW health records law and our NDIS obligations. We keep enquiries that don't go ahead and unsuccessful job applications only for as long as they're useful.

When we no longer need information, we securely destroy it or remove anything that identifies you.

12. Accessing and correcting your information

You can ask to see the information we hold about you, or ask us to correct anything that's wrong, out of date or incomplete. Just contact us using the details below.

We'll confirm who you are and respond within 30 days. Access is free, although we may charge a reasonable fee if you ask for large volumes of copies. In rare cases the law allows us to refuse access, for example where it would put someone's safety at risk. If that happens, we'll explain why in writing.

13. Staying anonymous

You're welcome to ask general questions about our services without telling us who you are. To deliver NDIS supports we need to know who you are, so we can't offer services anonymously.

14. Questions and complaints

If you have a question about privacy, or you think we've mishandled your information, please talk to our Privacy Officer. We take every concern seriously and aim to respond within 30 days.

If you're not happy with our response, you can contact:

• the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992
• the NSW Information and Privacy Commission, for health records, at ipc.nsw.gov.au or 1800 472 679
• the NDIS Quality and Safeguards Commission at ndiscommission.gov.au or 1800 035 544

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated. You can ask us for a free printed copy or a copy in another format.