Victorian Respite & Care ("Victorian Respite", "we", "us", "our") is committed to protecting the privacy of every person we interact with, guests, families, carers, support coordinators, and partners. This policy explains what personal information we collect, how we use it, and the rights you have over it.
We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
What we collect
We collect personal information that's reasonably necessary for us to deliver respite, accommodation, and care services. This may include:
- Contact details, name, email address, phone number, postal address
- Identity information, date of birth, emergency contact
- Health and support needs, medical, dietary, mobility, behavioural, and accessibility requirements relevant to your stay
- Funding information, NDIS plan details, plan manager contacts, support coordinator details
- Stay information, booking dates, partner hotel selection, visiting supports, feedback
- Website data, anonymised analytics, IP address, browser type, pages visited
How we use it
We use personal information only for purposes related to delivering or improving our services, including:
- Assessing suitability and arranging your stay
- Coordinating care, dietary requirements, and visiting supports
- Communicating with you, your family, or your nominated representatives
- Issuing booking packs to our partner hotels (limited to what's strictly necessary)
- Processing payments or funding claims
- Responding to enquiries and gathering feedback
- Meeting our legal, regulatory, and contractual obligations
Who we share it with
We share personal information only when it's necessary to deliver our services, or when required by law. This may include:
- Partner hotels (only the information they need to host you safely and well)
- Visiting support workers, therapists, or healthcare providers you've engaged
- Your plan manager, support coordinator, or nominated representative
- Government bodies or regulators where legally required
We never sell your personal information. We never share it for marketing purposes without your explicit consent.
How we protect it
We take reasonable steps to protect personal information from misuse, loss, and unauthorised access. This includes secure data storage, restricted internal access, encryption of sensitive information where appropriate, and prompt destruction of information no longer required.
Your rights
You have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate or outdated information
- Request that we delete information no longer required
- Withdraw consent for any non-essential use of your data
- Make a complaint about how we handle your information
To exercise any of these rights, contact us at enquiries@victorianrespite.com.au. We'll respond within 30 days.
Cookies & analytics
Our website uses minimal cookies, only those required for the site to function, and basic anonymised analytics to help us understand how visitors use the site. We don't use cookies for advertising or cross-site tracking.
Changes to this policy
We may update this policy from time to time. The current version is always available at this URL, with the "Last updated" date at the top of the page.
Contact us
If you have questions, concerns, or a complaint about how Victorian Respite handles your personal information, please contact us at enquiries@victorianrespite.com.au.
If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.