Aged Care Provider · Registration pending · Categories 1–6 applied for · All Greater Melbourne
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Aligned with the new Aged Care Act 2024
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E
Aged Care · VIC
Privacy Policy
- Privacy Policy
Your, Privacy matters to us.
We are committed to protecting the personal and health information entrusted to My Evervale. This policy explains how we collect, use, store, and safeguard your information while delivering safe, respectful, and person-centred aged care.
Privacy Policy
Introduction
My Evervale (“we”, “our”, or “us”) is committed to protecting the privacy of our clients, families, carers, visitors, employees, contractors, and everyone who interacts with our services or website.
We understand that personal information, particularly health information, is sensitive and deserves the highest level of care. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable Australian privacy and health records legislation.
By accessing our website, contacting us, or using our services, you acknowledge the practices described in this Privacy Policy.
Who We Are
My Evervale is an Australian aged care provider based in Melbourne, Victoria. We provide person-centred aged care services to older Australians, including home and community support, care coordination, and residential aged care services as they become available.
Our commitment is to deliver respectful, transparent, and high-quality care while protecting the privacy and dignity of every individual we support.
What Personal Information We Collect
Depending on how you interact with us, we may collect personal information including:
- Full name
- Residential and postal address
- Email address
- Telephone number
- Date of birth
- Emergency contact details
- Family or authorised representative information
- Medicare or government-issued identification where required
- My Aged Care information
- NDIS information where applicable
- Financial or payment information
- Service preferences
- Employment information when applying for positions
- Feedback, enquiries, complaints, or correspondence
Where required to deliver our services, we may also collect sensitive information, including:
- Medical history
- Health assessments
- Care plans
- Medication information
- Mobility and support needs
- Allied health reports
- Clinical observations
- Disability information
- Cultural, language, or communication preferences where relevant to care
- Other information necessary to provide safe and appropriate aged care services
We only collect sensitive information where authorised by law or with your consent.
How We Collect Information
We collect personal information in several ways, including:
- Through our website enquiry forms
- By telephone
- By email
- During consultations or assessments
- Through My Aged Care referrals
- During care planning meetings
- From healthcare professionals involved in your care
- From family members or authorised representatives
- During service delivery
- When you provide feedback or submit a complaint
- When you apply for employment with us
Where practical, we collect personal information directly from you. In some circumstances, we may receive information from authorised third parties where this is necessary to provide our services.
Why We Collect Personal Information
We collect and use personal information to:
- Assess eligibility for services
- Deliver safe and effective aged care
- Develop personalised care plans
- Coordinate healthcare services
- Communicate with clients and their nominated representatives
- Manage appointments and service delivery
- Process payments and funding arrangements
- Meet our legal and regulatory obligations
- Improve our services
- Respond to enquiries and feedback
- Recruit and manage employees
- Protect the safety and wellbeing of clients, staff, and visitors
We only use personal information for purposes that are reasonably necessary for our operations or as required by law.
Health Information
Health information is considered sensitive information under Australian privacy legislation.
We collect, use, and disclose health information only where it is necessary to provide care, manage clinical services, comply with legal obligations, or where you have provided consent.
Our staff receive training in handling sensitive information respectfully and confidentially.
Disclosure of Personal Information
We may disclose your personal information where necessary to:
- Doctors and medical specialists
- Registered nurses
- Allied health professionals
- Hospitals and healthcare providers
- Pharmacies
- Emergency services
- My Aged Care
- Government departments and regulatory authorities
- Funding bodies
- NDIS participants and related agencies where applicable
- Professional advisers including legal and accounting advisers
- Information technology providers that support our systems
- Payment service providers
- Contractors who assist in delivering our services
We only disclose information that is necessary for the relevant purpose and require service providers to protect your information appropriately.
We do not sell or rent personal information to third parties.
Website Information
When you visit our website, we may automatically collect technical information including:
- IP address
- Browser type
- Device information
- Operating system
- Pages visited
- Date and time of access
- Referral website
- Website usage statistics
This information helps us improve website performance, monitor security, and understand how visitors use our website.
Cookies
Our website may use cookies and similar technologies to improve your browsing experience.
Cookies may help us:
- Remember website preferences
- Measure website traffic
- Analyse website performance
- Improve user experience
Most web browsers allow you to disable cookies, although doing so may affect certain website features.
Marketing Communications
If you choose to receive updates from My Evervale, we may contact you regarding:
- Service updates
- Community programs
- Educational resources
- Events
- Important organisational announcements
You may opt out of marketing communications at any time by contacting us or following the unsubscribe instructions included in our communications.
Data Security
Protecting personal information is an important part of our commitment to quality care.
We use reasonable administrative, technical, and physical safeguards to help protect personal information, including:
- Secure information systems
- Password-protected databases
- Access controls
- Staff confidentiality obligations
- Secure document storage
- Encryption where appropriate
- Regular security monitoring
- Secure disposal of records when no longer required
Although we take reasonable steps to protect information, no internet transmission or electronic storage system can be guaranteed to be completely secure.
Data Retention
We retain personal information only for as long as necessary to:
- Deliver our services
- Meet legal obligations
- Maintain clinical records
- Resolve disputes
- Comply with regulatory requirements
When information is no longer required, it is securely destroyed or permanently de-identified in accordance with applicable legislation.
Overseas Disclosure
Generally, My Evervale stores personal information within Australia.
If personal information is transferred overseas through trusted technology providers, we take reasonable steps to ensure those providers maintain privacy protections consistent with Australian privacy law.
Access to Your Personal Information
You may request access to the personal information we hold about you.
In certain circumstances permitted by law, access may be limited or refused. If this occurs, we will explain the reasons where required.
To request access, please contact us using the details provided below.
Correcting Personal Information
We encourage you to let us know if any personal information we hold is inaccurate, incomplete, or out of date.
We will take reasonable steps to correct information promptly where appropriate.
Making a Privacy Complaint
If you believe we have breached your privacy or handled your personal information improperly, we encourage you to contact us first so we can investigate your concerns.
When making a complaint, please provide:
- Your name
- Contact details
- A description of your concern
- Any supporting information
We aim to investigate privacy complaints promptly and respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
Third-Party Websites
Our website may include links to third-party websites.
We are not responsible for the privacy practices, security, or content of external websites. We encourage users to review the privacy policies of any third-party sites they visit.
Children's Privacy
Our services are intended for older Australians and their families.
We do not knowingly collect personal information from children through our website unless required for lawful purposes such as authorised family or guardian interactions.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, technology, or our services.
The latest version will always be published on our website with the updated effective date.
We encourage users to review this Privacy Policy periodically.
Contact Us
If you have any questions about this Privacy Policy or how My Evervale handles personal information, please contact us.
My Evervale
Melbourne, Victoria, Australia
Email: info@myevervale.com.au
Phone: 1800 886 686
Website: myevervale.com.au
Ready to talk?
Speak with a care coordinator about home care, residential placement, or our facility waitlist.