Privacy & Data Collection Policy

1. What Information We Collect

We collect personal and technical information when you interact with our Caretok24 website, mobile app, and services.

Personal Information You Provide:

• Full name; email, phone number, and address
• Information submitted via forms, service registrations, job applications, or newsletter subscriptions

Aged Care & NDIS-Related Information:

• NDIS Participant Number, support needs, and disability or health information (considered sensitive under the Privacy Act 1988 (Cth))
• Information required for service planning, delivery, rostering, and compliance with the NDIS Act 2013 and NDIS Practice Standards
• My Aged Care Client ID, ACAT/ACAS assessment summaries, clinical notes, and care preferences under:
  • Aged Care Act 1997 (Cth) (until 31 October 2025)
  • Aged Care Act 2024 (Cth) (from 1 November 2025)
• Information needed for compliance with the Aged Care Quality Standards

All such information is collected with your informed consent or as authorised or required by law.

Staff and Contractor Data:

If you are a CareTok service worker, we may collect:

• Location data (via the CareTok24 platform)
• Check-in/check-out times
• Shift records and service delivery logs

Automatically Collected Technical Data:

• IP address, browser type, operating system
• Pages visited and time spent on the site
• Cookies and tracking data used for analytics, functionality, and performance monitoring

2. How We Collect Information

We may collect your information:

• When you complete contact forms or service inquiries
• When you register for services or apply for employment
• When you access our online platform or mobile application
• Via cookies and similar technologies (see Section 4)

We take reasonable steps to ensure you are aware of how and why your personal information is being collected and used.

3. Why We Collect Your Data

We collect and use your data to:

• Respond to enquiries and service requests
• Deliver, manage, and improve our care and support services
• Communicate important updates or newsletters (with your consent)
• Fulfil legal and regulatory obligations under:
  • Privacy Act 1988 (Cth)
  • NDIS Act 2013
  • Aged Care Act 1997 and Aged Care Act 2024
  • Australian Consumer Law (within the Competition and Consumer Act 2010)

This enables us to ensure our services are safe, high-quality, and legally compliant.

4. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Understand how visitors interact with our website
• Improve website functionality and performance
• Enhance user experience
• Deliver relevant content (where applicable)

You may control or disable cookies via your browser settings. We do not use cookies for profiling or targeted advertising without your explicit consent.

5. Sharing Your Information

We do not sell your personal information. However, we may share it with:

• Trusted third-party providers (e.g. website hosting, analytics, communication, or client systems)
• Government agencies (e.g. My Aged Care, NDIS Commission) where required by law
• Partners or contractors bound by confidentiality and privacy agreements

If your personal data is stored or processed outside of Australia, we ensure appropriate safeguards are in place to protect your information.

6. Data Retention

We retain your personal information only for as long as necessary to:

• Fulfil the purposes for which it was collected, or
• Comply with applicable legal obligations under:
  • Privacy Act 1988 (Cth)
  • NDIS Act 2013
  • Aged Care Act 2024 (Cth)
  • Corporations Act 2001 (Cth)
  • Taxation Administration Act 1953 (Cth)

Once your information is no longer needed, we will securely destroy it or de-identify it in accordance with best practices.

7. Your Rights

You have the right to:

• Access your personal information
• Request corrections or updates
• Withdraw consent for the use of your data (unless we are legally required to retain it)
• Request deletion, subject to applicable legal and contractual obligations

To exercise these rights, please contact us at support@caretok24.com or through our contact page.

8. Complaints and Concerns

• Contact us directly at support@caretok24.com
• We will respond promptly in accordance with our privacy obligations.
• If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au

Version date : V1.1 2025