Privacy Policy
Janeiro Support Services Pty Ltd (ABN 61 702 507 300) is committed to protecting your privacy and handling your personal information responsibly, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
1. Who We Are
Janeiro Support Services Pty Ltd (ABN 61 702 507 300), trading as Janeiro Support Services, provides disability and aged care support services from our base in Melbourne VIC. This policy explains how we collect, use, store and disclose personal information about our clients, prospective clients, website visitors, employees, contractors and other members of the public.
We are bound by the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs) contained within it. Where we hold information about participants of the National Disability Insurance Scheme (NDIS) or recipients of aged care services, we also handle that information in line with our obligations under the NDIS Practice Standards and the Aged Care Act, as applicable.
2. What Information We Collect
The types of personal information we may collect include:
- Your name, date of birth, contact details and preferred method of communication.
- Details of your support needs, health conditions, disability, mobility requirements and care plans, including NDIS plan details where relevant.
- Information about your home environment, emergency contacts, next of kin and any nominated decision-makers.
- Medicare, funding or billing information relevant to delivering your supports.
- Feedback, complaints and compliments you provide to us.
- Website usage data, such as pages visited and the type of device or browser used.
We do not collect sensitive information (such as health information) unless it is reasonably necessary for us to deliver safe, appropriate supports, and you have given us your consent, or the collection is otherwise permitted or required by law.
3. How We Collect Information
We generally collect personal information directly from you, for example when you:
- Complete an enquiry or quote request form on this website.
- Send us an email, including to ceo@janeirosupportservices.online.
- Meet with us in person at your home or at a community location.
- Provide a service agreement, care plan or supporting documents.
In some circumstances we may collect information from third parties, such as your support coordinator, plan manager, allied health professional, family member or carer, where you have authorised this or where it is permitted under the APPs.
4. Why We Use Your Information
We use personal information to:
- Respond to your enquiries and provide quotes for our services.
- Plan, deliver and review safe, person-centred disability and aged care supports.
- Manage service agreements, rosters, scheduling and quality checks.
- Meet our legal, regulatory, funding and audit obligations, including reporting to the NDIS Commission or other relevant bodies.
- Handle complaints, incidents and feedback in a timely and fair manner.
- Improve our website and services, subject to the limits described in this policy.
We will only use or disclose your information for the primary purpose for which it was collected, or for a related secondary purpose you would reasonably expect, unless you consent to another use or the law permits it.
5. Disclosure of Your Information
We may disclose personal information to:
- Our directors, employees and contractors who need the information to deliver supports to you.
- Your support coordinator, plan manager, funder or nominated representative, with your consent.
- Allied health and medical professionals, where relevant to your care and with your consent.
- The NDIS Commission, aged care regulators, funding bodies and auditors, where required by law or as part of registration and quality obligations.
- Service providers who support our operations, such as secure cloud storage, email and accounting providers.
- Emergency services, where necessary to protect someone's life, health or safety.
- Courts, tribunals or law enforcement bodies, where required or authorised by law.
We do not sell or rent your personal information to any third party, and we do not use it for unrelated commercial purposes without your consent.
6. Overseas Disclosure
Some of the service providers we use, such as cloud hosting and email providers, may store or process data on servers located outside Australia. Where that occurs, we take reasonable steps to ensure the provider handles your information in a manner consistent with the Australian Privacy Principles, including through contractual terms and privacy settings.
7. Cookies and Website Analytics
This website may use cookies and similar technologies to improve your browsing experience and to understand how the site is used. Cookies are small text files stored on your device. You can adjust your browser settings to refuse cookies or to warn you before cookies are placed; however, some parts of the website may not function fully without them. Analytics data is generally aggregated and does not identify you personally.
8. Data Security
We take reasonable steps to protect the personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include restricted access to client files, secure password practices, encrypted email and cloud storage where available, and staff training on privacy obligations.
When information is no longer needed for the purposes for which it was collected, and we are not required by law to retain it, we take reasonable steps to destroy it or ensure it is de-identified. Client and support records are retained in line with NDIS and aged care record-keeping requirements.
9. Access and Correction
You have a right to request access to the personal information we hold about you and to ask for corrections if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, email us at ceo@janeirosupportservices.online with details of the information you would like to access or correct.
We will respond to your request within a reasonable timeframe. In some circumstances permitted by the APPs, we may decline access in full or in part; if so, we will explain our reasons and, where appropriate, note your request in our records.
10. Anonymity
Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym, for example when making a general enquiry about our services. However, we will usually need identifying information before we can deliver personal care, domestic assistance or other supports, and to meet our regulatory obligations as a disability and aged care support provider.
11. Marketing Communications
We will only send you marketing communications, such as newsletters or updates about our services, with your consent or as otherwise permitted by law, including the Spam Act 2003 (Cth). Every marketing email we send will include a simple way to opt out, and you can also ask us to stop at any time by emailing ceo@janeirosupportservices.online.
12. Making a Privacy Complaint
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please raise your concern with us first. Email your complaint to ceo@janeirosupportservices.online, marked "Privacy Complaint". Please include what happened and how you would like the matter resolved.
We will acknowledge your complaint promptly, investigate it fairly and respond within a reasonable timeframe. If you are not satisfied with our response, you may escalate the matter to the Office of the Australian Information Commissioner (OAIC) via its website at oaic.gov.au. NDIS participants may also raise concerns with the NDIS Commission, and aged care recipients with the Aged Care Quality and Safety Commission.
13. Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices, services or legal obligations. The current version will always be published on this page, with the date of the most recent update shown above. We encourage you to review this policy periodically.
14. Contact Us About Privacy
If you have any questions about this policy or how we handle your personal information, please contact our privacy contact point:
Janeiro Support Services Pty Ltd
ABN 61 702 507 300
Melbourne VIC, Australia
Email: ceo@janeirosupportservices.online