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Privacy Policy

Privacy Policy

 

We provide this privacy statement explaining our online information practices so that you can decide whether and how to interact with the Site and the Services.

 

We may release your information when we deem it appropriate to comply with the law, enforce our site policies, or protect our or others’ rights, property, or safety.

 

This online privacy policy applies only to information collected through our website and not to information collected offline.

 

Please also review our Terms of Service section that governs the use and the users of the Site.

By using our site, you consent to our Privacy Policy.

 

If we decide to change our privacy policy, we will post those changes on this page. If we have your email address, we may also send an email notifying you of any changes.

 

1. Information We Collect
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Contact Data and Other Identifiable Information: We collect certain user information, which may include a username and password, contact information, or any other data that you type into the site. It may also identify your IP address to help identify you on future visits to the site. At our discretion, the Site may use this data to:

  • Personalize the user experience and/or customer service

  • Improve the site

  • Process transactions

  • Administer a contest, promotion, survey, or other site feature or function

  • Send email to users

 

Gathering of Personally Identifying Information: Certain visitors to our websites choose to interact with our website in ways that require us to gather personally-identifying information. The amount and type of information that we gather depend on the nature of the interaction. For example, we ask visitors who sign up on our website to provide a username and email address. Those who engage in transactions with us are asked to provide additional information, including as necessary, the personal and financial information required to process those transactions. In each case, we collect such information only insofar as is necessary or appropriate to fulfill the purpose of the visitor’s interaction with us. We do not disclose personally identifying information other than as described below. Visitors can always refuse to supply personally identifying information, with the caveat that it may prevent them from engaging in certain website-related activities.

 

2. Protection of Certain Personally Identifying Information
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We disclose potentially personally identifying and personally identifying information only to those of its employees, contractors, and affiliated organizations that (i) need to know that information to process it on our behalf or to provide services available at our websites, and (ii) that have agreed not to disclose it to others. Some of those employees, contractors, and affiliated organizations may be located outside of your home country; by using our websites, you consent to the transfer of such information to them. We will not rent or sell potentially personally identifying and personally identifying information to anyone. Other than to its employees, contractors, and affiliated organizations, as described above, we disclose potentially personally identifying and personally identifying information only in response to a subpoena, court order, or other governmental request, or when we believe in good faith that disclosure is reasonably necessary to protect our property or rights, third parties, or the public at large. If you are a registered user of our website and have supplied your email address, we may occasionally send you an email to tell you about new features, solicit your feedback, or just keep you up to date with what’s going on with our products. If you send us a request (for example, via email or via one of our feedback mechanisms), we reserve the right to publish it to help us clarify or respond to your request or to help us support other users. We take all measures reasonably necessary.

 

Complaints Procedure

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At Delcare support, we are committed to providing the highest quality services and ensuring that all our clients, participants, and stakeholders have a positive experience. If you have any concerns or are dissatisfied with any aspect of our services, we encourage you to let us know so that we can address the issue promptly.

 

How to Make a Complaint:
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  1. Identify the Concern: Before making a complaint, clearly identify the issue or concern. Gather any relevant information, including dates, names of involved parties, and specific details of the incident or service that you are unhappy with.

  2. Contact Us: You can make a complaint in the following ways:

    • By Phone: Call our office at 1300 857 497  and ask to speak with a member of our management team.

    • By Email: Send an email to info@delcaresupport.com with the subject line “Complaint” and provide detailed information about your concern.

    • In Person: Visit our office during business hours and speak with one of our staff members. We will ensure your complaint is directed to the appropriate person.

  3. Acknowledgement: Once we receive your complaint. We will provide you with the name and contact details of the person handling your complaint.

  4. Investigation: Your complaint will be investigated thoroughly and impartially. We may contact you for further information if needed. Our aim is to resolve the issue as quickly as possible, and we will keep you informed of the progress.

  5. Resolution: After investigating, we will provide a detailed response, outlining the findings and any actions taken to address your concern.

  6. Escalation: If you are not satisfied with the outcome of your complaint, you can request a review by senior management. Additionally, you have the right to escalate your complaint to external bodies such as the NDIS Quality and Safeguards Commission or the Aged Care Quality and Safety Commission.

Confidentiality: All complaints will be handled confidentially, and your privacy will be respected. Information related to your complaint will only be shared with those involved in the investigation and resolution process.

 

Feedback: We value your feedback and use it to continually improve our services. Thank you for helping us to serve you better.

 

Your Rights & Responsibilities

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At Delcare support , we provide services that uphold your rights and dignity. In turn, we ask that you fulfill certain responsibilities to maintain a positive and respectful environment for all.

Our services are guided by the Victorian Charter of Human Rights, ensuring that every interaction respects and promotes your fundamental rights.

 

Privacy Your right to privacy is of utmost importance to us. You have the freedom to choose any service provider you wish. Rest assured, any personal information you share with us will be kept confidential, and we expect you to respect the privacy of others in return.

 

Respect We are committed to treating you with fairness, respect, dignity, and consideration, regardless of your background or circumstances. In the same spirit, we ask that you treat our staff and the community with the same respect. You have the right to express your religion and culture freely, and we ask that you also respect the rights of others, including the right of our staff to work in a safe and respectful environment.

 

Safety Your safety is our priority. We ensure that all services provided are safe, of high quality, and free from harm. Our team consists of experienced and qualified professionals committed to your well-being. You have the right to be treated humanely, protected from any form of abuse, neglect, or exploitation, and to live in a safe and supportive environment.

 

Communication We believe in clear, open, and honest communication. We will provide you with all the information you need about the services you receive. In return, we ask that you share relevant information with us to help us support you effectively. You have the freedom to express your thoughts and opinions, and we value your input.

 

Participation You are empowered to make your own decisions, and we will involve you in any decisions related to the services we provide. Your active participation is crucial in ensuring that we can support you in the best possible way.

 

Feedback and Complaints Your voice matters. You have the right to provide feedback, raise concerns, and make complaints at any time. We are committed to listening to you and addressing any issues promptly. If you make a complaint, you can expect a fair and impartial hearing, and we will work to resolve the matter to your satisfaction.

 

Protecting Your Privacy Your privacy is of great importance to us, and we handle your personal information with the utmost care, as we would expect our own to be treated.

 

How We Use Your Information:

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  • We may request your permission to gather information about you from other sources to provide you with the best possible service.

  • While you have the right to withhold information, please note that it may limit our ability to support you effectively if we do not have all the necessary details.

  • Your personal information will be stored and used appropriately, ensuring it is kept safe and confidential.

  • We may use de-identified information to improve the quality of our services for you and others.

  • Only authorised Delcare support staff have access to your records, and we ensure that they are used only for the purpose of providing you with the best possible care.

  • You have the right to access your personal information at any time and to request corrections if needed. To do so, please contact our office.

 

Delcare  support adheres to all relevant laws regarding the use of your personal information. For more information on privacy, please visit www.ovic.vic.gov.au or call 1300 666 444.

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