Kinetic Kare Pty Ltd

1. Introduction

At Kinetic Kare (“we”, “us”, “our”), we are committed to protecting your privacy and ensuring your personal and sensitive health information is handled with care, dignity, and respect.

As a provider of allied health, NDIS support, and aged care services across Sydney and New South Wales, we collect and manage personal and health information to deliver safe, high-quality, and personalised care to you.

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW), the NDIS Quality and Safeguards Commission rules, and other relevant Australian state and federal privacy laws.

By using our website (https://kinetickare.com.au/), making a referral, or engaging our allied health or in-home care services, you consent to the collection, use, and disclosure of your personal information as set out in this policy.

2. What Information We Collect

To provide tailored support and allied health services, we need to collect specific information about you, your health, and your care needs.

Personal Information

• Contact details: Your name, address, telephone number, email address, date of birth, and gender.

• Emergency & Nominee details: Contact details for your family members, emergency contacts, legal guardians, or authorised representatives.

• Administrative details: NDIS participant number, My Aged Care ID, Medicare number, Private Health Insurance details, or billing information.

Sensitive & Health Information

Because we provide clinical and care services, we often collect sensitive health information, including:

• Medical history, diagnoses, and referral information from general practitioners (GPs), specialists, or allied health professionals.

• Assessments, treatment plans, progress notes, and goals relating to Exercise Physiology, Dietetics, Occupational Therapy, Physiotherapy, Podiatry, or Hydrotherapy.

• Notes regarding everyday in-home support, personal care, domestic assistance, community access, and transport requirements.

• Incident reports, safety risks, or cultural background details relevant to providing culturally safe care.

Technical & Website Data

When you visit our website, we may collect non-identifiable technical data such as your IP address, browser type, device information, pages visited, and cookies. This data helps us improve our online experience and website functionality.

3. How We Collect Personal Information

We collect personal information directly from you wherever possible, including when you:

• Submit a referral or enquiry form on our website.

• Phone, email, or communicate with our administrative team or care workers.

• Undergo an assessment, initial consultation, or service planning meeting with our allied health professionals or support coordinators.

• Complete onboarding paperwork, consent forms, or service agreements.

Collection from Third Parties

We may also collect information about you from third parties, but only where you have consented or where permitted by law. Third parties may include:

• Family members, carers, or legally appointed representatives.

• Medical practitioners, GPs, hospital discharge teams, or referring health professionals.

• The National Disability Insurance Agency (NDIA), My Aged Care, support coordinators, or plan managers.

4. Why We Collect, Hold, and Use Your Information

We collect and use your personal information for primary purposes directly related to delivering care and operating our organisation, including:

• Delivering Care Services: Assessing, planning, and providing allied health care, personal care, domestic assistance, and community transport tailored to your goals.

• Service Coordination: Communicating with your broader care network (such as doctors, specialists, support coordinators, or family members) to ensure safe, coordinated care.

• Administration & Billing: Processing claims through Medicare, Private Health Funds, NDIS Plan Managers, or the NDIA.

• Quality Improvement & Safety: Conducting internal audits, quality assurance, staff training, and clinical governance to maintain high standards of care.

• Regulatory Compliance: Meeting our legal obligation as a registered service provider under NDIS and Aged Care frameworks.

• Communication: Responding to your enquiries, sending service updates, or requesting feedback on your care experience.

5. Disclosure of Personal Information

We will never sell, rent, or trade your personal information. We only disclose your personal information when necessary for your care, required by law, or authorized by you.

We may disclose your information to:

• Health Professionals & Care Providers: GPs, medical specialists, hospital staff, or other allied health providers involved in your treatment plan.

• Care Coordinators & Representatives: NDIS Support Coordinators, Plan Managers, or your designated emergency contacts and family members.

• Government & Regulatory Bodies: The NDIA, the NDIS Quality and Safeguards Commission, the Department of Health and Aged Care, or law enforcement agencies when mandated by law.

• Third-Party Service Providers: Trusted IT vendors, secure software hosts, and practice management platforms that assist us in operating our business (subject to strict confidentiality agreements).

6. Storage and Security of Information

We take the security of your health and personal information very seriously. We take all reasonable physical, technical, and administrative steps to protect your information from misuse, interference, loss, unauthorized access, modification, or disclosure.

• Digital Security: Information stored electronically is secured within encrypted, password-protected practice management and cloud platforms hosted on secure Australian servers.

• Physical Security: Physical files and paper records (where retained) are stored in locked cabinets within secure, monitored premises.

• Staff Access & Training: Access to your records is strictly restricted to staff and practitioners directly involved in your care or administration, all of whom are bound by confidentiality obligations.

We retain health records for periods mandated by law (typically at least 7 years for adults, or until a minor reaches the age of 25). When records are no longer required, they are securely destroyed or permanently de-identified.

7. Accessing and Correcting Your Information

You have the right to request access to the personal and health information we hold about you, and to ask us to correct or update any inaccuracies.

• Access Requests: To request access, please contact our Privacy Officer in writing using the details below. We will respond to your request within a reasonable timeframe (usually within 30 days). In some circumstances permitted by law, we may refuse access (e.g., where providing access would pose a serious threat to life or health), and we will provide written reasons if this occurs.

• Correction Requests: If you believe any information we hold is incorrect, incomplete, or out of date, please inform us promptly so we can update our records.

8. Making a Privacy Complaint

If you have any questions, concerns, or wish to lodge a complaint regarding how Kinetic Kare has handled your personal information, please contact us first:

Privacy Officer — Kinetic Kare

Registered Office: Suite 47, Level 1, 93 George Street, Parramatta NSW 2150

Phone: (02) 8580 4540

Email: admin@kinetickare.com.au

We take all privacy complaints seriously and will investigate and respond to your inquiry promptly.

External Complaints

If you are not satisfied with our response, you may lodge a complaint with external oversight bodies:

• Office of the Australian Information Commissioner (OAIC):

  Website: www.oaic.gov.au | Phone: 1300 363 992

• NDIS Quality and Safeguards Commission:

  Website: www.ndiscommission.gov.au | Phone: 1800 035 544

• NSW Health Care Complaints Commission (HCCC):

  Website: www.hccc.nsw.gov.au | Phone: (02) 9219 7444

9. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or technology. Any revised policy will be published on our website (https://kinetickare.com.au/) with an updated effective date.