Privacy Policy
Last Updated: [27/8/25]
Privacy Policy
NurseLink Healthcare (“NurseLink Healthcare”, “we”, “our”, or “us”) is committed to protecting the privacy and confidentiality of personal information. This Privacy Policy outlines how we collect, store, use, and disclose personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
1. Purpose and Scope
This Privacy and Confidentiality Policy explains the responsibilities of all NurseLink Healthcare employees to protect Personal Information received, stored, shared and used by us. It applies to all employees, clients and stakeholders involved in the care and services we provide.
2. Applicability
This policy supports our obligations under:
- Standard 8 of the Aged Care Quality Standards, and
- the NDIS Code of Conduct.
3. Definitions
The personal and non-personal information we collect is used for various purposes, including
3.1 To Provide Our Services
- Client: A person who receives care services managed by NurseLink Healthcare.
- Personal Information: Includes health information, sensitive information (such as racial or ethnic origin, religious beliefs, criminal record), contact details, medical summaries, feedback, complaints and incident reports.
- Senior Leadership Team: Our Chief Executive Officer, Chief Financial Officer, Chief Operations Officer and departmental managers.
4. General Responsibilities
- The Senior Leadership Team implements and reviews this policy annually through Privacy Audits.
- All employees complete privacy and confidentiality training during induction and through annual performance reviews.
- A full copy of this policy is available on request.
5. Photos, Videos & Recordings
- Photos, videos and call recordings are considered Personal Information.
- Consent must be obtained before taking, storing or publishing photos or videos of clients or employees.
- All calls may be recorded and stored for three (3) years.
- Clients and employees may request access to their call recordings within a reasonable timeframe.
6. Collection and Consent
We only collect Personal Information necessary to:
- Assess eligibility for services,
- Provide safe and responsive care,
- Monitor and review services,
- Fulfil obligations under the Aged Care Quality Standards, the NDIS Code of Conduct, and relevant government reporting requirements.
Information We Collect May Include:
- Contact details of clients and their representatives,
- Health status, medical records and medication lists,
- Service delivery and monitoring details,
- Feedback, complaints and incident reports.
Before collecting personal information, we explain:
- What data is required and why,
- How it will be used and stored securely,
- When and with whom it may be shared, and
- The right to decline or limit consent.
Clients or their authorised representatives provide consent using a Consent Form and are responsible for providing accurate and up-to-date information.
7. Employee Information
We collect employee Personal Information including tax, superannuation, payroll details, contact information, emergency contacts, qualifications and resumes. Consent is obtained for collection, use and storage of this data.
8. Access to Information
8.1 Right to Access
Clients and employees may:
- Request access to their Personal Information without providing a reason,
- Correct information that is inaccurate or incomplete.
Requests are handled within two working days. Access may be denied if it:
- Is frivolous or vexatious,
- Unreasonably impacts the privacy of others, or
Risks harm or breaches our legal obligations.
8.2 Proof of Identity
To discuss personal information or a Home Care Package, callers must pass identity verification (e.g., full name and date of birth). Unsuccessful attempts are documented and monitored.
9. Disclosure
Personal Information is disclosed only:
- For emergency medical treatment,
- With the individual’s consent,
- Where legally required (e.g., mandatory reporting).
Any unusual disclosures must be approved by the Senior Leadership Team.
10. Notifiable Data Breaches Scheme
If a data breach occurs that is likely to cause serious harm, NurseLink Healthcare will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches (NDB) Scheme.
11. My Health Record
If a client participates in the My Health Record program, we may access or upload their health information if requested. Clients may opt out or modify access controls.
12. Other Reporting Requirements
Where relevant, data breaches may also be reported to: Law enforcement agencies, ASIC, APRA, ATO, AUSTRAC, ACSC, ADHA, Relevant government departments or professional associations, and
Insurance providers.
13. Monitoring and Review
This policy is reviewed annually by the Senior Leadership Team. Reviews consider employee, client and stakeholder feedback to ensure that privacy and confidentiality standards are upheld.
14. References
- Privacy Act (Cth) 1988
- Aged Care Act (Cth) 1997
- National Disability Insurance Scheme Act (Cth) 2013
- Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth)
- Australian Privacy Principles 2014
Contact Us
For questions or to request access or corrections to your Personal Information, please contact:
NurseLink Healthcare
Address: 1/29 Collins Rd, Melton VIC 3337, Australia 📞 [03 9913 3023]
📧 [info@nurselinkhealthcare.com.au]
🌐 www.nurselinkhealthcare.com.au