334 Foxwell road Upper Coomera
Our commitment to privacy
We respect your privacy, dignity and right to make decisions about your personal information. This policy explains how we collect, use, store and share information through our website, booking and referral forms, and related communications. We handle information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where they apply. You can ask us to explain this policy in a way that meets your communication needs.
Information we collect
We collect information reasonably necessary to respond to enquiries, arrange bookings, assess referrals and discuss suitable support. This may include names, contact details, communication preferences and a referrer’s relationship to the person seeking support.
Referral information may also include the person’s goals, disability, health, communication and support needs, living arrangements, relevant safety information, NDIS plan information and documents provided for assessment. We also keep relevant records of our communications.
Health and disability information is sensitive information. We generally collect it with the person’s consent, or consent from someone legally authorised to act for them, unless collection is otherwise permitted or required by law. Please provide only information relevant to your request. Contact us before sending detailed health records or identity documents through a general enquiry or booking form.
How we collect information
We collect information through website forms, telephone calls, emails and related communications. With appropriate consent or another lawful basis, we may receive information from family members, authorised representatives, support coordinators, health professionals and other providers.
If you submit someone else’s information, you must have their permission or another lawful basis to share it. Being a family member or NDIS nominee does not automatically give authority for every privacy decision. We may ask you to confirm your authority. Where appropriate, we will explain to the person what information we have received and how we intend to use it.
Why we use information
We use relevant information to respond to requests, understand preferences and support needs, assess suitability and our capacity to provide support, coordinate agreed next steps, and administer services if an arrangement is established. We may also use information to address feedback, complaints and safety concerns and meet applicable legal, reporting and recordkeeping obligations.
Sharing information
We limit sharing to what is necessary and only share information where there is a lawful basis. Recipients may include authorised Abloom workers and contractors, people the participant has authorised, professionals involved in an agreed referral or support arrangement, and technology providers supporting our website, forms, communications and records.
We may also disclose information to professional advisers, regulators or authorities where permitted or required by law, including where the law permits disclosure to address a serious threat to life, health or safety. We do not sell personal information. An enquiry or referral is not permission to publish someone’s story or photograph; that requires separate, specific consent.
Tekmatix and overseas handling
We use Tekmatix, our customer relationship management system (CRM), to manage website enquiries, bookings and referrals. Authorised staff and service providers may access information where necessary to carry out their work and support the system.
Tekmatix uses HighLevel infrastructure hosted in the United States. Tekmatix advises that information may also be accessed by its team members and contractors in Australia, New Zealand, the United States, the Philippines, South Africa, India and Pakistan. Information submitted through our Tekmatix forms may therefore be stored or processed overseas.
We take reasonable steps required by applicable Australian privacy law in relation to overseas disclosure. Tekmatix’s privacy policy is available at https://tekmatix.com/privacy.
Website technology
Our website includes Google Tag Manager, which manages website tags, and an embedded Google map. When you access embedded services, providers may receive technical information such as your IP address and browser details. Cookies and similar technologies may be used by website services. You can manage cookies through your browser; disabling them may affect website functions. Google explains its handling of information at https://policies.google.com/privacy.
Storage security and retention
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Access is restricted to authorised people and service providers who need information for their work. No online transmission or storage system can be guaranteed completely secure.
We retain information for as long as reasonably necessary for its purpose and applicable legal or recordkeeping requirements. When it is no longer required, we take reasonable steps to securely destroy or de-identify it. We assess suspected data breaches, take appropriate action and notify affected people and regulators where required by law.
Your choices and consent
You may make a general enquiry anonymously or using a pseudonym where practical. We may need identifying information to arrange a booking, assess a referral or provide support. You can choose not to provide information. If missing information prevents us from responding or assessing suitability safely, we will explain how this affects what we can do.
You may withdraw consent for future handling that relies on your consent by contacting us. Withdrawal does not undo actions already lawfully taken or require removal of records we must retain. We support the person to participate in decisions about their information and involve authorised representatives where appropriate.
Marketing communications
Submitting an enquiry, booking or referral does not automatically subscribe you to marketing. We send promotional emails or text messages when you opt in to receive them. You can unsubscribe using the instructions in the message or by contacting us. We action unsubscribe requests within five working days. Unsubscribing does not prevent necessary communication about an active enquiry, booking, referral or service.
Access and correction
You can ask to access or correct personal information we hold about you. We may need to verify your identity or authority before responding. We will respond within a reasonable period and aim to do so within 30 days. If we cannot provide access or make a requested correction, we will explain why where legally permitted and how you can complain.
Privacy concerns and complaints
Please contact Abloom Care Services and ask for a director if you have a privacy question, request or complaint. We will review your concern and aim to respond within 30 days.
Email: info@abloomcareservices.com
Telephone: 0487 494 194
Address: 334 Foxwell Road, Upper Coomera, Queensland
If you are dissatisfied with our response, or we have not responded within 30 days, you can contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au. Concerns about privacy or dignity in NDIS supports may also be raised with the NDIS Quality and Safeguards Commission at https://www.ndiscommission.gov.au.
Changes to this policy
We may update this policy when our practices or legal obligations change. The current version will be published on our website with its update date. Where required, we will provide further notice or obtain fresh consent.
