Privacy Policy
1. Who we are
Better Care Living (ABN 70 657 979 836) (“BCL”, “we”, “us”) is a registered NDIS provider delivering disability support, aged care at home and veteran support services across South East Queensland. We are committed to protecting your privacy and handling your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and our obligations as a health service provider, including under the National Disability Insurance Scheme Act 2013 and aged care legislation.
Head office: Unit 7, 66 Commercial Drive, Shailer Park QLD 4128
Email: [email protected] Phone: 0493 376 525 or 0493 376 525
2. What information we collect
Personal information: your name, date of birth, address, phone number, email address, emergency contacts, and the details of any guardian, nominee or representative.
Health and sensitive information (collected with your consent, or as otherwise permitted by law): your NDIS number and plan details, diagnoses and health conditions, medications, clinical and behaviour support information, care needs and goals, reports from health professionals, and cultural or communication information relevant to your care.
Funding information: your NDIS plan management arrangements, Support at Home or other aged care funding details, DVA entitlements, and Medicare details where required for claims.
Referrer information: the name, role and contact details of anyone who refers you or enquires on your behalf, such as a family member, support coordinator or health professional.
Website information: details you enter into our website forms, and technical data collected automatically such as your IP address, device and browser type, pages visited, and cookies (see section 5).
3. How we collect it
We collect information through the enquiry, contact and referral forms on our website; by phone, email and in person; from your representatives and referrers (such as family members, guardians, support coordinators, hospitals and treating health professionals) with your consent or as otherwise permitted by law; in the course of providing services to you, such as progress notes and assessments; and automatically through cookies and analytics when you use our website.
4. Why we collect it
We collect and use your information to respond to your enquiry and contact you; assess your needs and plan, arrange and deliver your care; coordinate safely with your treating team; make and manage funding claims with the NDIA, plan managers, Services Australia and DVA; meet our legal, quality and safety obligations, including to the NDIS Quality and Safeguards Commission and the Aged Care Quality and Safety Commission; roster and train staff appropriately for your care; improve our website and services; and, with your consent, keep you informed about our services (you can opt out at any time).
5. Cookies, analytics and advertising
Our website uses cookies and similar tools, including Google Analytics and Google Ads conversion measurement, to understand how the site is used and to measure our advertising. These tools may collect your IP address, device information and pages visited. We do not use this data to personally identify you.
We may share limited website and conversion data with trusted third-party providers, including Google, to help measure advertising performance and improve our services. We do not share health information, NDIS details or clinical information with Google for advertising purposes, and we do not upload sensitive health, medical, disability or psychosocial information into Google Ads for remarketing, Customer Match or enhanced conversion measurement.
You can block or delete cookies in your browser settings, and manage personalised advertising through your Google account settings; the website will still work if you do.
6. Who we share information with — and who we don’t
We never sell or rent your personal information to anyone.
We share information only with: our staff and contractors on a need-to-know basis for your care; your treating team (such as your GP, specialists, allied health professionals, pharmacy or hospital) with your consent, or without it only in an emergency involving a serious threat to life, health or safety; government agencies and funders where required, including the NDIA, the NDIS Quality and Safeguards Commission, My Aged Care and DVA, and your plan manager; trusted service providers who support our business (such as IT, secure cloud, email and website providers) under confidentiality obligations; and where the law requires it, such as in response to a court order or mandatory reporting obligations.
7. Storage and overseas disclosure
Your information is held in secure systems and, where practicable, stored in Australia. Some of our service providers (such as cloud email and website hosting providers) may store data on servers located overseas; where that occurs, we take reasonable steps to ensure your information is protected to a standard comparable with the Australian Privacy Principles.
8. How we keep your information secure
We protect your information through password protection and access controls that limit information to staff involved in your care; staff privacy training and confidentiality agreements; secure storage of any physical records; and secure retention practices — we keep records only as long as the law requires (health records are commonly retained for at least seven years, and longer for children), after which they are securely destroyed or de-identified.
9. Access and correction
You may ask to access the personal information we hold about you, or ask us to correct it, by contacting us using the details in section 1. We will verify your identity and respond within a reasonable time. There is no charge for making a request.
10. Data breaches
We comply with the Notifiable Data Breaches scheme. If a data breach occurs that is likely to result in serious harm, we will notify the affected individuals and the Office of the Australian Information Commissioner as required by law.
11. Questions and complaints
If you have a question or concern about your privacy, please contact our Director using the details in section 1. We take every concern seriously and will respond promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992). For concerns about NDIS supports you may also contact the NDIS Quality and Safeguards Commission (1800 035 544), and for aged care services the Aged Care Quality and Safety Commission (1800 951 822).
12. Changes to this policy
We may update this policy from time to time. The current version will always be published on this page with its “last updated” date.
Last Updated: 27 July 2026