PRIVACY POLICY

Maison Care (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in a responsible and transparent manner. This Privacy Policy explains how we collect, use, disclose and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By accessing our website or using our services, you consent to the collection, use and disclosure of your personal information as described in this policy.

1. What personal information we collect

We may collect personal information that is reasonably necessary to provide our services, including but not limited to:

  • Full name

  • Address and suburb

  • Email address

  • Telephone number

  • Date of birth (where relevant to services)

  • Emergency contact details

  • Information relating to care needs, preferences or lifestyle requirements

  • Information about family members or representatives (where relevant)

  • Payment or billing details

  • Any other information you voluntarily provide to us

We may also collect sensitive information (as defined under the Privacy Act), such as health-related information, only where necessary, and only with your consent or where required or authorised by law.

2. How we collect personal information

We collect personal information in a number of ways, including:

  • When you complete a contact or enquiry form on our website

  • When you contact us via phone, email, or in person

  • When you engage our services

  • When information is provided by a family member, guardian, or authorised representative

  • Through cookies and website analytics (see section 9)

Where possible, we will collect personal information directly from you.

3. Why we collect, use and disclose personal information

We collect, use and disclose personal information for purposes including:

  • Providing and managing our in-home care and concierge services

  • Assessing suitability and tailoring services to individual needs

  • Communicating with you or your nominated representatives

  • Scheduling and coordinating services

  • Billing, invoicing and record keeping

  • Improving our services and website

  • Meeting legal, regulatory and professional obligations

  • Managing complaints or feedback

We will only use or disclose personal information for the purpose it was collected, or for a related purpose you would reasonably expect, unless required or permitted by law.

4. Disclosure of personal information

We may disclose personal information to:

  • Our employees, contractors or service providers who require the information to perform their duties

  • Professional advisers (such as accountants, lawyers or insurers)

  • Regulatory authorities where required by law

  • Emergency services or medical professionals where necessary to protect health or safety

We take reasonable steps to ensure that any third parties we disclose information to handle it in a manner consistent with Australian privacy laws.

5. Overseas disclosure

We do not ordinarily disclose personal information to overseas recipients.
If this changes, we will take reasonable steps to ensure overseas recipients comply with Australian privacy obligations or obtain your consent where required.

6. Storage and security of personal information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This includes:

  • Secure digital systems and password protection

  • Limited access to personal information

  • Secure storage of physical records

When personal information is no longer required, we take reasonable steps to destroy or de-identify it, in accordance with legal and professional obligations.

7. Accessing and correcting your personal information

You have the right to request access to the personal information we hold about you and to request corrections if you believe it is inaccurate, incomplete or out of date.

To make a request, please contact us using the details below. We may require verification of your identity before providing access.

8. Complaints

If you believe we have breached your privacy, you may contact us and we will investigate the matter promptly and fairly.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

9. Website, cookies and analytics

Our website may use cookies or third-party analytics tools (such as Google Analytics) to improve functionality and understand website usage. This information does not typically identify you personally.

You can disable cookies through your browser settings, though this may affect website functionality.

10. Third-party links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be published on our website and will take effect immediately upon publication.

12. Contact us

If you have any questions, concerns or requests regarding this Privacy Policy or your personal information, please contact:

Maison Care
Email: info@maisoncare.com.au
Phone: 0494 588 546
PO Box 4503
Dandenong South, Victoria 3175