Privacy & Confidentiality Policy

What we collect

The information we need depends on why you are contacting or working with Heart Worx. It can include your name and contact details; support needs, preferences and relevant health or safety information; service agreements, consent decisions, support notes and agreed actions; and information you provide in an enquiry, referral, complaint, feedback or job application.

We collect information from you, through our work with you, or from people who have your permission or another lawful basis to provide it. We will explain why information is needed and what it would mean if you choose not to provide it.

How we use information

We use relevant information to respond to enquiries, set up and provide support, coordinate agreed actions, manage safety, handle payments and service administration, and meet legal obligations.

We also use information to review job applications, respond to feedback and complaints, and follow up incidents or information-handling concerns. Newsletter signup is a separate choice and is not required to receive support.

Who information may be shared with

Your consent records who we can exchange relevant information with, such as your chosen providers, clinicians, family members, nominee or advocate. You can set limits on what we provide or receive and who we contact. Being part of your support network does not automatically give someone access to your whole record.

We may sometimes need to use or disclose information without consent where the law requires or authorises it, or a relevant legal exception applies. We explain what we can and avoid sharing more than necessary.

Separate choices

Optional AI note support for SC/PRC has a separate consent process. Declining it does not reduce your support. A proposed photo, media or public story use also needs its own clear consent; routine support consent is not permission to publish your information.

Access, correction and consent

You can ask what information Heart Worx holds about you, request access or ask us to correct information you believe is wrong. Contact us using the details below and tell us what information you are asking about. We may need to confirm your identity or another person’s authority to act for you.

You can set limits on information sharing and change or withdraw consent where consent is the basis for sharing. We will explain any legal limits and what a change means for your support. Withdrawing consent does not automatically require us to delete records we need to keep.

If we cannot provide access or make a requested correction, we will explain the reason and how you can raise a concern.

Keeping information safe

Our recordkeeping rules limit access to people who need information for their work. Workers do not automatically receive your whole file. We use approved record systems and access controls, and require paper records to be secured.

Keeping and disposing of records

How long we keep information depends on the record, the purpose for holding it and any legal requirement. Some records need to be kept after support ends. Information that is no longer needed must be securely destroyed or de-identified where the law permits. You can ask us about the retention requirements for your information.

Website forms and newsletters

Our website uses Webflow forms and embedded Jotform forms to collect enquiries, referrals, feedback and applications. The information you send is handled for the purpose of that form and the follow-up it requires.

We use MailerLite for our newsletter signup. Newsletter signup is separate from asking for support. You can contact us to stop receiving newsletter emails.

Please share only the information needed for your enquiry. Contact us first if you are unsure how to send a sensitive document.

Privacy questions or concerns

Call 0434 366 666 or email admin@heartworx.com.au. Ask for the Practice Lead or Director if you are concerned about how information has been handled. You can involve a support person and ask for another way to explain the issue.

We review privacy concerns through our complaint or data-incident process. Tell us promptly if information may have been sent to the wrong person, lost or accessed without permission.

Independent privacy advice and complaints

The Office of the Australian Information Commissioner (OAIC) provides privacy information and a complaints pathway. It generally asks you to complain to the organisation first and allow 30 days for a response. You can then complain to the OAIC if there is no response or you are unhappy with it.

For concerns about health information in NSW, the Information and Privacy Commission NSW can also advise on the applicable complaint pathway.

Concerns about NDIS support quality or safety can be raised with the NDIS Quality and Safeguards Commission on 1800 035 544 at any stage.