Privacy Policy

Inner Peace In-Home Nursing & Care is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy explains how we collect, use, store, disclose and protect your information, and how you may access or correct it. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Aged Care Act 2024 (Cth), and the Health Records Act 2001 (Vic).

About Us
Scope and Application
What Personal Information We Collect
How We Collect Personal Information
Purpose of Collection and Use
Sensitive Information — Health Records
Disclosure of Personal Information
Data Storage and Security
Notifiable Data Breaches
Your Rights — Access, Correction & Complaints
Website Cookies and Analytics
Contact Us
Changes to This Privacy Policy

1. About Us

Inner Peace In-Home Nursing & Care is a registered in-home aged care and nursing service provider operating in the East Gippsland region of Victoria, Australia — including Bairnsdale, Bruthen, Lakes Entrance, Lindenow South, Paynesville and surrounding towns.

We provide Personal Care, Nursing Care, Social Care and Dementia Care services to our clients in the comfort and familiarity of their own homes. We have been proudly serving the East Gippsland community since 2022.

2. Scope and Application

This Privacy Policy applies to all personal information — including health information — that we collect from:

Current, past and prospective clients and their authorised representatives or family members
Visitors to our website (innerpeace.vision)
Job applicants, employees and contracted carers
Referrers, health professionals and other third parties who interact with us

3. What Personal Information We Collect

Depending on your relationship with us, we may collect the following types of information:

a) Client & Care Information

Full name, date of birth, gender and contact details
Health and medical information relevant to the care we provide — including medical history, medications, diagnoses, care plans and clinical notes
Emergency contact and next-of-kin details
Medicare or DVA number and health fund details (where applicable)
My Aged Care reference numbers and funding information
Financial information required for invoicing and fee management

b) Website Visitor Information

Your browser type and operating system
Your IP address (anonymised where possible)
Pages visited, date and time of your visit, and documents downloaded
Information you voluntarily submit via our online contact or appointment booking forms (name and email address)

Please note: We do not collect personal information from website visitors who are simply browsing our site. No vehicle research, purchasing or automotive information of any kind is collected or relevant to our services.

c) Staff & Carer Information

Name, contact details, qualifications and work history
Police check and Working with Children Check results
Tax file numbers and payroll information (where required by law)

4. How We Collect Personal Information

We collect personal information directly from you wherever practicable. This may occur:

In person during care assessments or home visits
Via our website contact and appointment booking forms at innerpeace.vision
By telephone or email
From referrals by general practitioners, hospitals, My Aged Care or other health professionals — with your knowledge
Through our carer recruitment and interview process

We will notify you of any collection, or ensure you are aware of this Privacy Policy, at or before the time of collection.

5. Purpose of Collection and Use

We collect, hold, use and disclose personal information to:

Provide safe, high-quality in-home nursing, personal, social and dementia care services
Assess your care needs, develop and review your personalised care plan, and coordinate your care
Communicate with you, your family or your authorised representatives about your care
Process appointments, enquiries and service agreements
Comply with our obligations under the Aged Care Act 2024 (Cth) and relevant quality standards
Liaise with your treating GP, specialists or other health professionals involved in your care
Process invoices, manage payments and administer government-funded aged care subsidies
Recruit, train and manage carers and staff
Send you service updates, newsletters or promotions — only with your consent, and you may opt out at any time
Improve our website and monitor service performance using de-identified data
Comply with our legal and regulatory obligations

6. Sensitive Information — Health Records

Health information is classified as “sensitive information” under the Privacy Act 1988 and is afforded the highest level of protection. Because providing nursing and care services necessarily involves collecting health information, we handle it with the utmost care and professionalism.

We will only collect, use or disclose your health information:

With your consent (express or implied from the context of your care relationship with us), OR
Where necessary to provide a health service to you and it is not reasonably practicable to obtain consent, OR
Where required or authorised by law — for example, mandatory reporting obligations, court orders, or the Aged Care Act 2024

7. Disclosure of Personal Information

We will never sell your personal information to third parties. We may disclose your information to the following parties, only to the extent necessary:

Your treating GP, medical specialists, pharmacists or other health professionals involved in your care
My Aged Care and the Department of Health, Disability and Ageing (for aged care funding and registration)
The Aged Care Quality and Safety Commission (for quality audits, complaints or regulatory purposes)
Our insurers and legal advisors (subject to confidentiality obligations)
Contracted IT service providers who assist in operating our systems (under strict data processing agreements)
Family members or authorised representatives — only with your consent or as permitted by law
Emergency services or law enforcement, where there is a serious and imminent threat to health or safety

We do not disclose personal information to overseas recipients unless required to do so by law, or unless you have explicitly consented.

8. Data Storage and Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our security measures include:

Secure, password-protected electronic systems and encrypted databases
Physical security for paper-based records (locked storage)
Restricted access — only staff who require information to perform their role may access it
Staff training on privacy obligations and confidentiality
Up-to-date firewalls and security software

When personal information is no longer needed, we will take reasonable steps to destroy or de-identify it, subject to any legal retention requirements. Health records must be retained for a minimum period under Victorian law.

Please note: No internet-based data transmission can be guaranteed to be 100% secure. While we use all reasonable measures to protect your information, we cannot warrant the absolute security of information transmitted to us online.

9. Notifiable Data Breaches

In the event of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988. This means we will promptly notify the Office of the Australian Information Commissioner (OAIC) and any affected individuals as soon as practicable after becoming aware of the breach.

10. Your Rights — Access, Correction and Complaints

Under the Australian Privacy Principles, you have the right to:

Access personal information we hold about you (subject to limited exceptions under the Privacy Act)
Request that we correct inaccurate, out-of-date or incomplete information
Withdraw consent to use of your information for direct marketing at any time
Lodge a complaint if you believe we have mishandled your personal information

To exercise any of these rights, please contact us (see Section 12). We will respond within 30 days. In some cases, we may need to verify your identity before granting access. If we decline your request, we will explain our reasons in writing.

If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992

11. Website Cookies and Analytics

Our website (innerpeace.vision) may use cookies and similar tracking technologies to gather statistical information about site usage — such as page visits and traffic patterns. This information is used in aggregate, de-identified form only, for the purpose of improving our website. It does not personally identify you.

You may configure your browser to decline cookies, though this may affect your ability to use certain parts of our site.

Our website may contain links to third-party websites. This Privacy Policy does not apply to those external sites. We encourage you to review the privacy policies of any third-party sites you visit.

12. Contact Us

For any privacy questions, access requests, correction requests or complaints, please contact our Privacy Officer:

Business Hours: Monday – Friday, 8:00 AM – 6:00 PM. Outside hours by appointment.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website at innerpeace.vision/privacy-policy.

Updated policies apply only to information collected after the effective date of the revision. We encourage you to review this page periodically.

Inner Peace Services Pty Ltd
admin@innerpeace.vision · 0419 853 811

Serving East Gippsland — Bairnsdale · Bruthen · Lakes Entrance · Lindenow South · Paynesville & surrounding towns

Contents