At Hosanna Community Care, we respect your privacy and dignity across all our services. We are committed to making sure your personal information is safe and that your rights and choices are always respected. This commitment aligns with both NDIS requirements and the Statement of Rights under the new Aged Care Act 2025.
When you receive services from us, you have the right to:
– Be treated with dignity and respect
– Make choices about your own life, supports, and information
– Independence, autonomy, empowerment and freedom of choice
– Know what personal information we collect and why
– Say who we can share your information with
– Receive information in the way you best understand (e.g. Easy English, Arabic, or visual/audio formats)
– Have a Registered Supporter help you make decisions (available for aged care clients from November 1, 2025)
– Access advocacy support when you need it
– Raise concerns without fear of punishment or unfair treatment
We only collect information that helps us support you. This might include:
– Your name, health needs, cultural background, and communication preferences
– Your goals and any barriers to achieving them
– Details of other services or people you want involved in your support
– Information about your Registered Supporter (if you choose to have one for aged care services)
– NDIS plan details and funding information (for NDIS participants)
We keep your personal information safe by:
– Using passwords and secure systems for digital files
– Locking physical files in secure cabinets
– Only allowing authorised staff to access your information
– Following the Australian Privacy Act and the Notifiable Data Breaches scheme
– Implementing enhanced data protection measures under NDIS Practice Standards and strengthened Aged Care Quality Standards
– Protecting whistleblower identities when serious concerns are reported
We will always:
– Ask for your written consent before sharing your information
– Explain who we are sharing it with and why
– Make sure information is shared only on a ‘need to know’ basis
– Respect your choice of Registered Supporter in information sharing decisions (aged care)
– Follow NDIS information sharing requirements when coordinating with other NDIS providers
You can say no to sharing your information, but this might affect the support we can provide. You can access your own records anytime, with support if needed.
We will always get your written permission before:
– Taking photos or videos of you
– Using your image or voice for training, marketing, or any other reason
If someone else helps you make decisions (like a guardian, nominee, or Registered Supporter for aged care), we work with them to ensure your rights, choices, and privacy are respected. We also support NDIS participants in their decision-making processes according to NDIS guidelines.
You have the right to independent advocacy support at any time. We can help connect you with:
– NDIS participants: Your local disability advocacy service or NDIS participant advocacy
– Aged care clients: Older Persons Advocacy Network (OPAN): 1800 700 600
– Cultural or language-specific advocacy services for all clients
If you’re unhappy with how your information or privacy was handled:
– You can make a complaint – it will be taken seriously and handled confidentially
– Enhanced protections ensure you cannot be punished for raising concerns
– We will listen and use your feedback to improve our service
– You can remain anonymous if you wish
– See our Feedback and Complaints Policy for more details
You can also contact:
– Office of the Australian Information Commissioner: 1300 363 992 (privacy complaints)
– NDIS Quality and Safeguards Commission: 1800 035 544 (for NDIS participants)
– Aged Care Quality and Safety Commission: 1800 951 822 (for aged care clients)
For All Clients:
– Participant Assessment Form – Participant Consent Form
– Service Agreements (Core & Support Coordination)
– Acknowledgement and Support Plans
Additional Forms:
– NDIS-specific planning and review forms (for NDIS participants)
– Registered Supporter Forms (for aged care clients from November 1, 2025)