Privacy policy

Partner with Care (ABN 74 673 465 337) is a registered Support at Home provider. We are committed to protecting your privacy and handling your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, applicable state and territory privacy and health records laws, and the Aged Care Quality Standards.

This policy covers information collected through this website and through our services. Last updated 24 August 2026.

What we collect

Depending on your relationship with us, we may collect:

• Personal details — name, contact details, date of birth and address.
• Identifiers — your My Aged Care ID, and your Support at Home classification or Access Approval.
• Health and care information — your Care Plan, Budget, support needs, medical reports and the services you receive.
• Financial and billing details — contribution rates, invoices and payment arrangements.
• Employment and screening information — for local service partners, contractors and applicants: qualifications, insurances and background or police check results.
• Device and website usage data — IP address, browser type, pages requested and cookie data.

When you enquire through this website, our forms ask for your name, phone number and postcode. Depending on the form they may also ask for your email address, your business name, and whatever you write in the message field. Only name, phone and postcode are required.

We do not collect payment card details through this website.

How we collect it

Directly from you, from your authorised representative, or from third parties with your consent, including healthcare professionals, government agencies such as My Aged Care and Services Australia, and the local service partners who deliver your care.

Some information is collected automatically when you browse: our host records standard server logs, our analytics records how the site is used, and our bot protection receives your IP address when you submit a form.

Why we collect it

To respond to your enquiry, to assess whether we can service your area, to arrange and deliver care, to claim against your Support at Home funding, to meet our obligations under the Aged Care Act, to handle complaints, and to keep the website secure and working.

We do not sell your information. We do not use your health information for marketing.

Who we share it with

Your care team. The local service partners and contractors who deliver your services, and, with your consent, your GP, specialists, hospitals and allied health providers.

Government. My Aged Care, Services Australia, the Department of Health, Disability and Ageing, and the Aged Care Quality and Safety Commission, as required to deliver and acquit funded care.

Service providers who run parts of our operation. These are the specific ones that touch information from this website:

• Pipedrive — our customer relationship system. Enquiry details are sent here so we can call you back.
• Netlify — hosts this website and processes form submissions.
• Cloudflare Turnstile — checks that form submissions are not automated. It receives your IP address.
• Google Tag Manager and Google Analytics — measure how the site is used.
• Google Fonts — serves the typefaces. Your browser requests these from Google, which means Google receives your IP address when a page loads.

We may also disclose information where the law requires it, or where there is a serious risk to someone's life, health or safety.

Information sent or accessed overseas

This matters, so we are being specific about it.

Several of the providers above store or process data outside Australia, including in the United States and the European Union. In addition, we use offshore support staff who work as part of our team and may access client information. They work inside our own systems, under our access controls and monitoring, and under the same confidentiality and Code of Conduct obligations as our Australian staff.

We also use technology including artificial intelligence to help run parts of our service. Where we do, it operates within our monitored systems.

Under Australian Privacy Principle 8 we take reasonable steps to ensure overseas recipients handle your information consistently with the Australian Privacy Principles. If you would like the current list of countries involved, ask us.

Photographs and video

We may use photographs or video taken during services or at community events for educational, promotional or social media purposes. Tell us at any time if you would rather not be included, or to withdraw consent you have already given.

How long we keep it

Aged care records are subject to minimum retention periods under the Aged Care Act and related legislation, and we keep clinical and funding records for those periods. Enquiries that do not become clients are kept only as long as needed to follow up, then deleted. When the retention period ends we destroy or de-identify the information.

Keeping it secure

We protect your information with encryption at rest and in transit, controlled system access, password management and multi-factor authentication. Our systems are monitored by our information security and clinical governance functions, and access is limited to people who need it for your care.

No system is perfectly secure. If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

Accessing and correcting your information

You can ask for a copy of the personal information we hold about you, and ask us to correct anything wrong or out of date. Call 1300 677 174 or email hello@pwcare.com.au.

We handle requests within 30 days, or up to 45 days for complex requests, and we will tell you if we need the longer period. There is no charge to ask. If we refuse, we will explain why in writing and tell you how to challenge that decision. We may need to verify who you are first.

You can ask us to erase information, and we will do so where the law permits. Some aged care records carry minimum retention periods we cannot override.

You can withdraw your consent to us using or sharing your information at any time, though this may affect our ability to provide care.

Dealing with us anonymously

You can ask general questions about Support at Home without telling us who you are. We cannot arrange services or answer questions about a specific package without enough information to identify the person it belongs to.

Cookies and analytics

This site uses cookies set by Google Tag Manager and Google Analytics to measure usage, and a short-lived token from Cloudflare Turnstile for bot protection. You can block or delete cookies in your browser settings; the site will still work, though some parts may behave differently.

Complaints about privacy

If you think we have mishandled your information, tell us on 1300 677 174 or hello@pwcare.com.au. We aim to acknowledge within two business days and to resolve complaints within 28 calendar days. See our complaints and feedback page.

If you are not satisfied with our response you can complain to the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. For complaints about your aged care, the Aged Care Quality and Safety Commission takes complaints from anyone at any time on 1800 951 822.

Changes to this policy

We update this policy as our services and obligations change. The date at the top shows when it last changed. Material changes affecting how we handle your information will be communicated directly.

Contact us

Phone 1300 677 174. Email hello@pwcare.com.au. Post: Tenancy 5, Level 1/15 Vaughan St, Essendon Fields VIC 3041, or 60 Ware Street, Fairfield NSW 2165.