Privacy & Information Management Policy

Frontida Caring Services — ABN 73 695 471 802

1. Purpose

This Policy establishes clear guidelines for collecting, using, storing, disclosing, and disposing of participant information, protecting their right to privacy. It aligns with the Privacy and Dignity and Information Management Practice Standards, Australian Privacy Principles, and relevant laws.

2. Scope

This Policy applies to all workers affiliated with Frontida Caring Services regardless of employment status.

3. Policy Statement

At Frontida Caring Services, we are deeply committed to safeguarding our participants' right to privacy while ensuring accurate, reliable, and accessible management of their information. Every participant's personal data is treated with utmost respect and confidentiality.

4. Protection of Sensitive Information

We only collect sensitive information where reasonably necessary, including health, medical, disability, and support information. This is done only when:

  • The individual has given explicit consent.
  • Required or authorised by law.

5. Obtaining Consent

Workers must explain to participants the purpose and potential use of their data, who it may be disclosed to, and when information could be shared without consent as per legal requirements. Consideration is given to communication barriers, with interpreter services or legal aid offered as needed.

6. Information Collected

We collect and securely store:

  • Participant Details: Name, contact details, gender, date of birth, marital status, disability and support needs.
  • Identifiers: Government or organisational identification numbers.
  • Service Details: Information about provided services and delivery methods.
  • Medical Information: Health and medical details relevant to service provision.
  • Financial Information: Billing details and funded service information.
  • Interaction Records: Records of conversations and interactions with workers.

7. Purpose of Collection

We collect personal information to understand participant needs and customise support plans, administer services and process payments, keep participants updated, carry out quality assurance, adhere to legal and reporting obligations, and perform relevant research and analysis.

8. Third Party Disclosures

We may share personal data with regulatory bodies, individuals acting on the participant's behalf, law enforcement, courts, financial institutions, and external service providers — in line with fulfilling our services, compliance with laws, or explicit authorisation.

9. Document Storage & Security

We ensure security via encryption, firewalls, anti-virus software, restricted system access, controlled physical access, limiting data access to necessary workers, and ongoing security training. Electronic documents are stored in cloud-based systems.

10. Information Retention

  • Adult Participants: Minimum seven years after ceasing to be a participant.
  • Minor Participants: Minimum 25 years after ceasing to be a participant.

11. Incident Reporting

Privacy incidents must be promptly reported. We notify relevant authorities including the Department of Health and Human Services, the NDIS Commission, and the Office of the Australian Information Commissioner within one business day of recognising a potential incident.

12. Contact

For questions about this policy or to access, correct, or update your personal information: