Last updated: 6 October 2026
Coastal Aged Care respects your privacy and is committed to protecting the personal information we collect and hold about you.
This Privacy Policy explains how Coastal Aged Care collects, uses, stores, protects and discloses personal information, including information provided through our website, contact forms, telephone enquiries, email, social media and advertising platforms such as Facebook and Instagram.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.
1. What personal information do we collect?
Depending on how you interact with us, we may collect information including:
- your name
- contact details, including telephone number, email address and address
- your preferred method and time of contact
- information about the services you are interested in
- information about your aged care needs and support requirements
- information about your Support at Home arrangements or funding, where relevant
- information provided when you make an enquiry or request our services
- information provided by a family member, carer, representative or other person acting on your behalf
- information required to provide and administer our services
- correspondence and communications between you and Coastal Aged Care
- information about how you use our website
- information collected through cookies, analytics and similar technologies, where applicable.
Where necessary for providing aged care services, we may also collect sensitive information, including health information and information about disability or support needs.
We only seek to collect information that is reasonably necessary for our functions and activities.
2. How do we collect personal information?
We may collect personal information directly from you when you:
- contact us by telephone
- email us
- complete a contact or enquiry form on our website
- submit an enquiry through Facebook or Instagram
- contact us through social media
- request information about our services
- apply for or receive services from us
- communicate with us in person.
We may also receive information from a person authorised to act on your behalf, such as a family member, carer, guardian or representative, or from other organisations where this is permitted by law and necessary for providing our services.
Where possible, we collect personal information directly from the individual concerned.
3. Why do we collect and use your information?
We may collect, hold, use and disclose personal information for purposes including:
- responding to enquiries
- contacting you about services you have requested
- assessing whether our services may be suitable for you
- arranging and providing aged care and support services
- communicating with you, your authorised representative or relevant service providers
- managing and administering our services
- maintaining appropriate client records
- meeting our legal and regulatory obligations
- processing payments and managing accounts
- improving our services
- managing complaints and enquiries
- maintaining the security of our systems and website
- sending information or marketing communications where permitted and where you have consented or where otherwise permitted by law.
We will not use your personal information for purposes that are unrelated to the purpose for which it was collected unless permitted or required by law.
4. Sensitive and health information
Some information collected in connection with aged care services may be sensitive information, including health information.
We understand that this information is particularly private and take reasonable steps to protect it.
Where required by law, we will obtain your consent before collecting, using or disclosing sensitive information.
We only collect and use sensitive information where it is reasonably necessary for our functions and activities and in accordance with applicable privacy laws.
5. Facebook and Instagram enquiries
If you submit an enquiry through a Facebook or Instagram advertisement, including a Meta lead form, the information you provide may be provided to Coastal Aged Care by Meta.
We may use that information to contact you about your enquiry and discuss whether Coastal Aged Care may be able to provide the services you are seeking.
Please do not provide detailed medical or other highly sensitive information in a Facebook or Instagram lead form unless specifically requested and appropriate.
When submitting an enquiry, you should only provide information that is necessary for us to respond to your request.
6. Disclosure of personal information
We may disclose personal information where reasonably necessary and permitted by law, including to:
- employees and contractors of Coastal Aged Care who need the information to perform their duties
- authorised representatives, family members or carers where you have provided appropriate authority or consent
- health professionals and other service providers involved in your care, where appropriate and permitted
- government agencies and regulatory bodies where required or authorised by law
- professional advisers, such as accountants, lawyers or auditors
- technology, website, communication, payment, data storage and other service providers who assist us to operate our business
- other parties where you have provided consent or where disclosure is otherwise permitted or required by law.
We do not sell your personal information.
7. Overseas disclosure
Some technology, website, cloud storage, social media, email, analytics or other service providers we use may store or process information outside Australia.
Where we use overseas service providers, we take reasonable steps to ensure that personal information is handled appropriately and in accordance with applicable privacy obligations.
Depending on the services we use, information may be stored or processed in countries including:
Australaia
8. How we store and protect your information
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Depending on the type of information, safeguards may include:
- secure electronic systems
- password protection and access controls
- limiting access to information to people who need it for their work
- secure cloud or electronic storage
- appropriate physical security measures
- staff procedures for handling personal information.
No method of transmitting or storing information is completely secure. However, we take reasonable steps to protect the information we hold.
9. How long do we keep personal information?
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or as required by law.
Where information is no longer required, we take reasonable steps to securely destroy or de-identify it.
Where specific record-keeping requirements apply to aged care records, we retain records for the period required by the applicable laws and regulatory requirements.
10. Website, cookies and analytics
Our website may use cookies and similar technologies to help the website function, understand how visitors use the website and improve our online services.
We may use third-party services such as website analytics, advertising or social media tools.
These services may collect information such as your IP address, browser type, device information, pages visited and general website usage information.
You can adjust your browser settings to manage or block cookies, although doing so may affect some website functionality.
11. Direct marketing
We may contact you with information about Coastal Aged Care services, where permitted by law.
You can ask us to stop sending you marketing communications at any time.
If you no longer wish to receive marketing communications, please contact us or use the unsubscribe option provided in the communication.
12. Access to your personal information
You may request access to personal information that Coastal Aged Care holds about you.
You may also request that we correct information if you believe it is inaccurate, incomplete or out of date.
To make an access or correction request, please contact us using the details below.
We will respond to your request within a reasonable period and in accordance with applicable privacy laws.
13. Privacy complaints
If you believe Coastal Aged Care has handled your personal information in a way that does not comply with applicable privacy laws, we encourage you to contact us first so that we can investigate and respond to your concern.
Please provide as much information as possible about your concern so that we can investigate it properly.
You can contact us using:
Privacy Contact: Kim Rice
Phone: 0434 753 355
Email: kim@coastalagedcare.com
We will acknowledge and investigate privacy complaints and aim to resolve them as quickly as reasonably possible.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992
14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or privacy obligations.
The most recent version will be published on our website.
Last updated: 6 October 2026
15. Contact us
If you have any questions about this Privacy Policy or how Coastal Aged Care handles personal information, please contact us:
Coastal Aged Care
Phone: 0434 753 355
Website: coastalagedcare.com.au
Email: kim@coastalagedcare.com
We are committed to treating your personal information with care, respect and confidentiality.
