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Notice of Collection

Why are you receiving this notice of collection?

We collect and use personal information, including sensitive information, for the purpose of managing and resolving complaints that raise an issue about a provider’s responsibilities under the Aged Care Act 1997 (the Act). You have received this notice as we are collecting, or have collected, your personal information for this purpose.

What personal information might be collected?

To manage and resolve complaints, we may collect your personal information from third parties such as:

  • a complainant
  • a person receiving aged care (or their relatives or representatives)
  • the relevant provider and its staff, and
  • another organisation such as the Department of Health or the Australian Aged Care Quality Agency.

If we do not collect your information, we may not be able to effectively manage and resolve complaints. We are authorised to collect personal information under the Act and the Complaints Principles 2015.

When could your personal information be disclosed?

We may disclose your personal information to the third parties listed above as part of managing and resolving a complaint. Your personal information may also be included in a referral to another organisation that monitors health and aged care quality and professional standards, such as the Australian Health Practitioner Regulation Agency, the Australian Aged Care Quality Agency, the Department of Health, state coroners and Health Complaints Entities.

We will only use or disclose your personal information for other purposes in accordance with Part 6.2 of the Act or where otherwise required or authorised by law.

We will ensure that any request you make for confidentiality is complied with unless doing so will, or is likely to, place the safety, health or wellbeing of any person at risk. All reasonable steps will be taken to notify relevant individuals before deciding to not comply with a request for confidentiality.

We do not usually disclose personal information to overseas recipients, but will take reasonable steps to notify you if we intend to do so.

More information

For more information about our privacy practices, including how to access or correct your personal information or make a privacy complaint, see the privacy policy available on our website or contact us by phone.