Privacy Policy

Vivara Care Pty Ltd (ABN 87 702 141 339) respects your privacy and is committed to protecting the personal information you entrust to us. This policy explains how we collect, use, store and disclose personal information when providing disability and community care services across Perth, Western Australia, and through our website at vivaracare.site.

Effective date: 1 July 2025. Related information: our Terms of Service.

1. Our commitment to your privacy

Vivara Care Pty Ltd is bound by the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) contained within it. These principles govern how we collect, hold, use, secure and disclose personal information. Because we deliver care services, we also take reasonable steps to handle health-related information sensitively and in accordance with relevant Western Australian requirements.

2. Personal information we collect

Depending on your interaction with us, the personal information we may collect includes:

• Identity and contact details, such as your name, address, email address and nominated contacts
• Information you provide when you submit an enquiry, complete a form on our website, or request a quote
• Service-related information, including NDIS participant details, support needs, plans and goals, where relevant to the care services we provide
• Sensitive information, such as health information or details about disability, collected only with your consent and only where reasonably necessary for providing care
• Billing and payment information where services are invoiced
• Employment and contractor information where you apply to work with us

3. How we collect personal information

Wherever practicable, we collect personal information directly from you — for example, when you contact us by email, complete a form on our website, or enter into a service agreement with us. With your authorisation, we may also collect information from a support coordinator, plan manager, referring health professional, or an authorised family member or carer. We do not collect personal information unless it is reasonably necessary for one or more of our functions or activities.

4. Sensitive information

Sensitive information, including health information and information about disability or support needs, is collected only with your consent and only where it is reasonably necessary for us to deliver safe and appropriate care services. We handle such information in accordance with the APPs and applicable health records legislation.

5. Purposes for which we use personal information

• Responding to enquiries and preparing quotes for prospective clients
• Providing, coordinating and improving our disability and community care services
• Managing service agreements, rostering, scheduling and billing
• Communicating with you and your nominated representatives about your services
• Meeting legal, regulatory and funding obligations, including those relating to the NDIS
• Recruiting, engaging and managing staff and contractors

6. Disclosure of personal information

We do not sell or rent personal information. We may disclose personal information to:

• Our employees, contractors and support workers engaged to deliver your services
• Health professionals and allied health providers involved in your care, with your consent
• Your nominated support coordinator, plan manager, nominee or authorised representative
• Government agencies and regulators where required by law, including the NDIS Quality and Safeguards Commission
• Professional advisers, such as accountants and auditors, who are bound by confidentiality obligations

Where we use cloud-based service providers, some data may be stored or processed outside Australia. We take reasonable steps to ensure that any overseas disclosure of personal information complies with the APPs.

7. Website data, cookies and analytics

When you visit vivaracare.site, we may collect technical information such as your IP address, browser type, the pages you visit and the referring website. This information is used to maintain and improve the website and to understand how it is used. Cookies may be used for basic website functionality. You can disable cookies in your browser settings without affecting your ability to browse most of our site.

8. Security and retention

We hold personal information in electronic records protected by appropriate access controls. In line with APP 11, we take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. We retain personal information only for as long as necessary for the purposes described in this policy and to meet record-keeping obligations that apply to disability and community care providers. When no longer required, information is securely destroyed or de-identified.

9. Access and correction

You may request access to the personal information we hold about you (APP 12), and you may ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading (APP 13). To make a request, please email ceo@vivaracare.site. We will respond within a reasonable time. If we refuse to give access or make a correction, we will provide our reasons and information about how you may complain about the decision.

10. Direct marketing

We will only send you direct marketing material where permitted by law and where you would reasonably expect to receive it or you have consented. Every marketing email includes a simple way to opt out, and you may opt out at any time by emailing ceo@vivaracare.site. We do not use or disclose sensitive information for the purpose of direct marketing.

11. Complaints and enquiries

If you have a question about this policy or a concern about how we handle personal information, please contact us first by email at ceo@vivaracare.site. We take privacy complaints seriously and will acknowledge your complaint promptly, investigate it and keep you informed of the outcome. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) via oaic.gov.au.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our services or our legal obligations. The current version will always be published on this page, together with the effective date shown above.

13. How to contact us

Vivara Care Pty Ltd
ABN 87 702 141 339
Perth, Western Australia
Email: ceo@vivaracare.site
Website: vivaracare.site