Serenity Companions

Privacy Policy

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Serenity Companions Pty Ltd ("Serenity Companions", "we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website at https://serenitycompanions.com.au or engaging our services, you consent to the practices described in this policy.

1. Who We Are

Serenity Companions Pty Ltd provides private in-home care services to elderly individuals and people living with disabilities across Melbourne's South East and Bayside regions, Victoria, Australia.

  • Business name: Serenity Companions Pty Ltd
  • ABN: 57 695 808 701
  • Email: [email protected]
  • Phone: 1300 169 427
  • Service area: Melbourne South East & Bayside, VIC, Australia

2. Information We Collect

We may collect the following types of personal information:

  • Identity information: name, date of birth, gender
  • Contact information: address, phone number, email address
  • Health information: medical conditions, care needs, medication details, and other health-related information necessary to provide safe and appropriate care
  • Emergency contact details: names and contact information of family members or nominated representatives
  • Financial information: billing details and payment records
  • Website usage data: IP address, browser type, pages visited, and time spent on our website (collected via cookies and analytics tools)
  • Enquiry and communication records: messages submitted through our contact form or chat widget

3. How We Collect Information

We collect personal information:

  • Directly from you when you complete our enquiry form, use our chat widget, call us, or email us
  • From family members or authorised representatives acting on your behalf
  • From healthcare providers or referral sources (with your consent)
  • Automatically through our website via cookies and analytics tools

4. Why We Collect and Use Your Information

We use your personal information to:

  • Assess your care needs and provide appropriate in-home care services
  • Communicate with you about your care, appointments, and enquiries
  • Process payments and manage billing
  • Meet our legal and regulatory obligations
  • Improve our website and services
  • Send you relevant information about our services (where you have consented)

We will not use your personal information for any purpose that is unrelated to the above without your consent.

5. Sensitive Information

Health information is classified as sensitive information under the Privacy Act. We collect and handle health information only where it is necessary to provide care services, and we take additional steps to protect it. We will only collect sensitive information with your consent or where required by law.

6. Disclosure of Your Information

We may disclose your personal information to:

  • Our care staff and support workers involved in delivering your care
  • Healthcare professionals and allied health providers involved in your care (with your consent)
  • Family members or authorised representatives (where you have consented or where required for your safety)
  • Third-party service providers who assist us in operating our business (e.g. IT systems, email services), subject to confidentiality obligations
  • Government agencies or regulators where required by law

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

7. Overseas Disclosure

Some of our third-party service providers (such as cloud hosting and email platforms) may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure those providers handle your information in accordance with the Australian Privacy Principles.

8. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These steps include secure data storage, access controls, and staff training. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

9. Cookies and Website Analytics

Our website uses cookies and similar technologies to improve your browsing experience and analyse website traffic. You can disable cookies through your browser settings, but this may affect the functionality of our website. We may use analytics tools (such as Google Analytics) to understand how visitors use our site. These tools may collect anonymised data about your visit.

10. Accessing and Correcting Your Information

You have the right to access the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or out of date. To make a request, please contact us using the details below. We will respond within a reasonable timeframe and in accordance with the Privacy Act.

11. Complaints

If you believe we have breached the Australian Privacy Principles or this Privacy Policy, please contact us in the first instance. We will investigate your complaint and respond within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website. We encourage you to review this policy periodically.

13. Contact Us

For any privacy-related enquiries, requests, or complaints, please contact us:

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