Privacy Policy

Rising Sun Community Care Pty Ltd (“Rising Sun Community Care”, “Rising Sun”, “we”, “our” or “us”) is committed to protecting the privacy, dignity and personal information of the people we support, their families, representatives, workers and other people who interact with us.

We understand that providing disability, community care and support services may require us to collect and handle personal and sensitive information.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information.

Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), applicable health and privacy laws, NDIS requirements and other Australian laws that apply to our activities.

The information we collect depends on your relationship with us and the services you request or receive.

We may collect information including:

• your name;
• date of birth;
• residential or postal address;
• telephone number;
• email address;
• emergency contact details;
• details of family members, guardians, nominees or authorised representatives;
• identification information where reasonably required;
• communication preferences;
• support requirements;
• service agreements;
• support plans;
• appointment and service information;
• NDIS participant and funding information, where applicable;
• plan management or funding details;
• billing and payment information;
• correspondence with us;
• feedback and complaints;
• incident and service records; and
• other information reasonably necessary to provide our services or operate our organisation.

We seek to collect only information that is reasonably necessary for our activities or required or authorised by law.

Because of the nature of our services, we may collect sensitive information, including health and disability-related information.

This may include information about:

• disability;
• medical or health conditions;
• medications;
• allergies;
• mobility requirements;
• accessibility requirements;
• behavioural support needs;
• communication needs;
• mental or physical health;
• dietary requirements;
• cultural or linguistic requirements;
• care or support plans;
• health practitioners and other providers involved in your support; and
• other sensitive information relevant to providing safe and appropriate support.

We will collect sensitive information only where permitted by law and where it is reasonably necessary for our activities.

Where consent is required, we will seek appropriate consent before collecting sensitive information.

Where practical, we collect personal information directly from you.

We may collect information when you:

• visit or use our website;
• contact us by telephone, email or online form;
• make an enquiry about our services;
• complete an assessment, application or onboarding process;
• enter into a Service Agreement;
• receive services from us;
• speak with our workers;
• provide documents or information to us;
• provide feedback or make a complaint; or
• otherwise interact with Rising Sun Community Care.

Where permitted and appropriate, we may also receive information from:

• family members;
• guardians;
• nominees;
• authorised representatives;
• support coordinators;
• plan managers;
• healthcare practitioners;
• allied health professionals;
• hospitals;
• government agencies;
• funding bodies;
• other disability or community service providers; or
• emergency services.

We will take reasonable steps to ensure that information obtained from another person has been collected and disclosed appropriately.

We may collect, hold and use personal information to:

• respond to enquiries;
• understand your support requirements;
• assess whether we can safely and appropriately provide requested services;
• arrange and deliver support services;
• prepare and maintain Service Agreements and support plans;
• manage appointments, schedules and service delivery;
• communicate with you and authorised representatives;
• coordinate care with authorised providers and professionals;
• support participant choice, control, safety and wellbeing;
• respond to incidents and emergencies;
• manage NDIS or other funding arrangements;
• process invoices and payments;
• maintain service records;
• manage complaints and feedback;
• improve our services;
• manage workers and contractors;
• maintain quality and safety;
• meet reporting, regulatory and legal obligations; and
• operate and administer our organisation.

We will not use personal information for an unrelated purpose unless we have consent or the use is otherwise permitted or required by law.

We do not sell or rent personal information.

Where reasonably necessary and permitted by law, we may disclose information to:

• your authorised representative, nominee or guardian;
• family members you have authorised us to communicate with;
• support coordinators;
• plan managers;
• healthcare practitioners;
• allied health providers;
• hospitals and health services;
• other authorised service providers;
• government departments or agencies;
• funding organisations;
• insurers;
• professional advisers;
• auditors;
• accountants;
• legal advisers;
• technology and cloud-service providers;
• telecommunications providers;
• payment and accounting providers; and
• regulators, courts, law-enforcement agencies or other authorities where required or authorised by law.

We seek to disclose only information that is reasonably necessary for the relevant purpose.

In some circumstances, we may use or disclose personal or health information without prior consent where permitted by law, including where reasonably necessary to respond to:

• a serious threat to a person's life, health or safety;
• an emergency;
• suspected abuse, neglect or exploitation;
• a reportable incident; or
• another situation where disclosure is required or authorised by law.

If there is an immediate threat to life or a medical emergency, call Triple Zero (000).

Where we provide NDIS supports or services, personal information may be handled where reasonably necessary to:

• provide funded supports;
• verify service arrangements;
• communicate with participants and authorised representatives;
• manage service bookings and funding;
• keep appropriate records;
• manage incidents or complaints; and
• comply with applicable NDIS requirements.

We respect the rights, privacy, dignity, choice and control of people with disability.

When you use https://risingsuncare.com.au/, certain technical information may be collected automatically.

This may include:

• IP address;
• browser type;
• device type;
• pages visited;
• referring website;
• approximate location derived from technical information;
• date and time of access; and
• website usage information.

Our website may use cookies and similar technologies to:

• operate correctly;
• remember preferences;
• maintain website security;
• understand website usage; and
• improve our website and services.

You can manage cookies through your browser settings. Disabling some cookies may affect website functionality.

Information you provide through our website contact or enquiry forms will be used to respond to your enquiry and for related administrative purposes.

Please avoid providing unnecessary medical or sensitive information through a general contact form.

If detailed health, disability or support information is required, we may ask you to provide it through a more appropriate or secure process.

When you communicate with Rising Sun Community Care by telephone, email, SMS or another communication service, we may keep appropriate records of the communication.

Where telephone calls are recorded, transcribed or processed using automated or AI-assisted technology, we will provide appropriate notice where required and handle resulting personal information in accordance with this Privacy Policy and applicable law.

We may use third-party telecommunications or technology providers to assist with communications.

We may use third-party providers for services such as:

• website hosting;
• cloud storage;
• email;
• telecommunications;
• client management;
• rostering;
• accounting;
• payments;
• document storage;
• security; and
• other business systems.

These providers may process information on our behalf.

We take reasonable steps to select providers with appropriate security and privacy practices.

Some technology or cloud-service providers may store or process information outside Australia.

Where personal information is disclosed or processed overseas, we will take reasonable steps required by applicable privacy law to protect that information.

The countries in which information may be processed can depend on the technology providers and infrastructure used by us from time to time.

We take reasonable steps to protect personal information against:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Our safeguards may include:

• access controls;
• secure passwords and authentication;
• restricted worker access;
• secure electronic systems;
• confidentiality obligations;
• staff training;
• appropriate physical security;
• security monitoring; and
• organisational policies and procedures.

Access to personal information should be limited to workers and authorised persons who reasonably require it to perform their responsibilities.

No electronic system can be guaranteed to be completely secure, but we take reasonable steps appropriate to the nature of the information we hold.

We retain personal information for as long as reasonably necessary to:

• provide services;
• maintain appropriate service records;
• comply with funding requirements;
• meet contractual requirements;
• comply with legal and regulatory obligations;
• deal with complaints or disputes; and
• maintain legitimate business records.

When information is no longer required to be retained, we will take reasonable steps to securely destroy or permanently de-identify it where appropriate.

You may request access to personal information we hold about you.

We may need to verify your identity before providing access.

In some circumstances, access may be limited or refused where permitted or required by law.

Where we refuse access, we will provide an explanation where we are legally permitted to do so.

We aim to keep personal information accurate, complete and up to date.

If you believe information we hold about you is incorrect, incomplete or outdated, you may ask us to correct it.

We will take reasonable steps to review the request and correct information where appropriate.

Where we rely on your consent to collect, use or disclose personal information, you may withdraw that consent by contacting us.

Withdrawal of consent may affect our ability to provide some services where the information is necessary to provide those services safely or to meet legal requirements.

Where a participant is represented by a guardian, nominee or other legally authorised person, we may communicate with that person within the scope of their authority.

We also seek to respect each participant's own preferences, dignity, rights and decision-making ability wherever practicable.

Where our services involve a child or young person, we take additional care when handling personal information.

Where required, we will seek consent or authority from a parent, guardian or other authorised representative while also respecting the child's or young person's rights and level of understanding where appropriate.

Where permitted by law, we may occasionally provide information about our services.

You can ask us to stop sending marketing communications at any time.

We will not sell personal information to another organisation for marketing purposes.

Important service-related communications may still be sent where necessary.

We take suspected privacy and security incidents seriously.

If we become aware of unauthorised access to, disclosure of, or loss of personal information, we will:

• investigate the incident;
• take reasonable steps to contain and address it;
• assess the potential impact; and
• provide notifications where required by applicable law.

If you have a concern about how Rising Sun Community Care has handled your personal information, please contact us.

We will aim to:

• acknowledge your concern;
• investigate it fairly;
• request further information where necessary; and
• respond within a reasonable timeframe.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC) or another relevant regulatory body.

Where a privacy issue also concerns the quality or safety of NDIS supports or services, you may also contact the NDIS Quality and Safeguards Commission.

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices, security or content of those websites.

We recommend reviewing the privacy policy of any third-party website you visit.

We may update this Privacy Policy from time to time to reflect changes to:

• our services;
• business practices;
• technology;
• legal requirements; or
• regulatory requirements.

The current version will be published at:

https://risingsuncare.com.au/privacy

The “Last updated” date at the top of this policy will indicate when the latest changes were made.

For privacy enquiries, access or correction requests, or privacy complaints, please contact: