Privacy Policy

Last updated: July 2026

Relay Your Care is committed to protecting your privacy and handling your personal information with care, respect and transparency.

This Privacy Policy explains how we collect, use, store and disclose personal information when you interact with Relay Your Care, use our website, make an enquiry, submit a referral, access our services or otherwise communicate with us.

Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Personal Information We Collect

The types of personal information we collect depend on your relationship with Relay Your Care and the services or support you are seeking.

Personal information we may collect includes:

• Full name
• Date of birth or age
• Residential address, suburb and postcode
• Phone number and email address
• Preferred method of communication
• Emergency contact details
• Details of family members, carers or authorised representatives
• Referral information
• NDIS or aged care related information
• Funding, plan or package information
• Service requirements and preferences
• Support goals and desired outcomes
• Feedback, complaints and other correspondence
• Information provided through our website forms

2. Sensitive and Health Information

In providing disability support, aged care and Support at Home services, we may need to collect sensitive information where it is reasonably necessary for us to provide safe and appropriate support.

This may include information relating to:

• Health and medical conditions
• Disability and support needs
• Medication and health management requirements
• Mobility and accessibility requirements
• Behavioural or safety considerations
• Cultural background
• Language and communication requirements
• Religious or cultural preferences where relevant to your support
• Other information required to provide appropriate and safe services

We only collect sensitive information where permitted by law, including where you have provided consent or where another lawful basis applies.

3. How We Collect Personal Information

Wherever practical, we collect personal information directly from you. We may collect information when you:

• Contact us by phone, email or through our website
• Submit an online contact or referral form
• Request information about our services
• Register or engage with us to receive support
• Provide documents or supporting information
• Provide feedback or make a complaint
• Communicate with our team or support workers

We may also receive information about you from another person or organisation, such as a family member, carer, support coordinator, authorised representative, healthcare professional, government agency, referral partner or other service provider where authorised or permitted by law.

4. Referral Information

When a referral is submitted to Relay Your Care, we may collect information about both the person making the referral and the person being referred.

This may include:

• Referrer name, organisation, role and contact details
• Participant or client name and contact details
• Age range and location
• NDIS, aged care or Support at Home pathway information
• Funding or plan information
• Services required
• Preferred support schedule and commencement date
• Goals and support requirements
• Accessibility requirements
• Relevant safety or risk information
• Cultural, language and support worker preferences
• Supporting documents voluntarily provided with the referral

If you provide personal information about another person, you should ensure that you are authorised to provide that information and, where required, that the person has consented to their information being shared with us.

5. Why We Collect Personal Information

We collect, hold, use and disclose personal information where reasonably necessary to operate our organisation and provide our services.

This may include using information to:

• Respond to enquiries and referrals
• Assess service and support requirements
• Determine whether our services are suitable for an individual
• Develop and coordinate appropriate supports
• Deliver disability, aged care and Support at Home services
• Communicate with participants, clients, families and representatives
• Coordinate with support coordinators and other service providers
• Manage service agreements and funding arrangements
• Maintain appropriate service and support records
• Manage safety, quality and risk
• Respond to feedback, incidents or complaints
• Improve the quality of our services
• Meet regulatory, contractual and legal obligations
• Manage our administrative and business operations

6. Disclosure of Personal Information

We do not sell your personal information.

Where reasonably necessary, authorised or required by law, we may disclose relevant personal information to third parties such as:

• Your authorised representative, family member or carer
• Support coordinators and plan managers
• Healthcare and allied health professionals
• Other service providers involved in your support
• Government departments and regulatory bodies
• NDIS-related organisations and authorities where applicable
• Aged care related organisations and authorities where applicable
• Professional advisers, auditors or insurers
• Technology, hosting and information management service providers
• Other parties where you have provided consent

We seek to limit disclosures to information that is reasonably necessary for the relevant purpose.

7. How We Store and Protect Your Information

Relay Your Care takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the information and system involved, safeguards may include:

• Secure electronic systems
• Password-protected accounts
• Access controls
• Secure website connections
• Restricted access to personal and sensitive information
• Staff privacy and confidentiality requirements
• Appropriate record management practices

While we take reasonable steps to protect information, no method of electronic transmission or storage can be guaranteed to be completely secure.

8. Website and Online Forms

When you use our website, we may collect information that you voluntarily provide through contact forms, referral forms and other online forms.

Our website may also collect limited technical information, such as browser type, device information, pages visited and general website usage information, depending on the technologies and analytics tools used on our website.

9. Cookies and Website Analytics

Our website may use cookies and similar technologies to support website functionality, understand how visitors use our website and improve the online experience.

Depending on our website configuration, third-party analytics or technology providers may also process information relating to website usage.

You can control or disable cookies through your browser settings. Disabling certain cookies may affect how some parts of the website function.

10. Overseas Disclosure

Some technology, hosting, software or cloud service providers used by Relay Your Care may store or process information outside Australia.

Where personal information is disclosed to an overseas recipient, we will take reasonable steps as required by applicable privacy law.

The countries in which information may be processed will depend on the technology and service providers we use from time to time.

11. Accessing Your Personal Information

You may request access to personal information we hold about you.

To make a request, please contact us using the details provided below. We may need to verify your identity before providing access.

In some circumstances, access may be limited or refused where permitted or required by law. If this occurs, we will provide an explanation where appropriate.

12. Correcting Your Personal Information

We aim to ensure that the personal information we hold is accurate, complete and up to date.

If you believe information we hold about you is incorrect, incomplete or out of date, please contact us and request that it be corrected.

13. Retention of Personal Information

We retain personal information for as long as reasonably necessary to provide services, manage our operations and meet applicable legal, contractual, regulatory and record-keeping requirements.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it where appropriate and permitted by law.

14. Privacy and Children

Where we provide services involving children or young people, personal information may be collected from or with the involvement of a parent, guardian, authorised representative or other appropriate person.

We take additional care when handling personal and sensitive information relating to children and young people.

15. Your Privacy Choices

Where practical and lawful, you may have choices about the personal information you provide to us.

However, if required information is not provided, we may be unable to respond to an enquiry, assess a referral or provide particular services safely and effectively.

16. Privacy Complaints

If you have a concern or complaint about how Relay Your Care has handled your personal information, please contact us using the details below.

Please provide enough information for us to understand and investigate your concern. We will aim to acknowledge and respond to privacy complaints within a reasonable timeframe.

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

17. Third-Party Websites

Our website may contain links to third-party websites. Relay Your Care is not responsible for the privacy practices, security or content of external websites.

We encourage you to review the privacy policies of third-party websites before providing them with personal information.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, business practices, technology or legal requirements.

The latest version will be published on our website with the date it was last updated.

19. Contact Us

If you have questions about this Privacy Policy, would like to access or correct your personal information, or wish to make a privacy complaint, please contact Relay Your Care.

Relay Your Care
Brisbane, Queensland, Australia
Email: info@relayyourcare.com.au
Phone: 0485 961 700
ABN: 58 107 067 840