MendCare Privacy Policy

1. Introduction

MendCare Pty Ltd (“MendCare”, “we”, “our”, “us”) is committed to protecting the privacy and confidentiality of personal and health information in accordance with:

• The Privacy Act 1988 (Cth)
• The Australian Privacy Principles (APPs)
• The Health Records Act 2001 (Victoria)

This Privacy Policy outlines how we collect, use, disclose, store and protect personal and health information.

2. What Information We Collect

We may collect:

• Name, address, date of birth, contact details
• Medicare, DVA, NDIS or Home Care Package details
• Support at Home program details (where applicable)
• Health information including medical history, assessments, clinical notes and outcome measures
• Information relating to functional capacity and care needs
• Emergency contact details
• Payment and billing information

Health information is classified as sensitive information under Australian law and health information under the Victorian Health Records Act.

3. How We Collect Information

We collect information:

• Directly from clients
• From family members or carers (with consent)
• From referring practitioners
• From Home Care Package providers
• From Support at Home providers
• From NDIS providers
• Through clinical assessments and outcome measures
• Via secure digital documentation systems used in service delivery

4. Purpose of Collection

We collect information for the purpose of:

• Providing physiotherapy and allied health services
• Developing care plans
• Monitoring progress and outcomes
• Communicating with healthcare providers
• Meeting funding and compliance requirements
• Managing billing and administration

This includes compliance obligations under:

• Home Care Package Program Guidelines
• Support at Home Program requirements
• NDIS Practice Standards (where applicable)
• Medicare and DVA requirements

5. Digital Documentation & AI-Assisted Processing

MendCare uses secure electronic systems to document clinical care and manage health records. We may use secure digital documentation tools, including transcription software, structured documentation software, and AI-assisted processing tools, to support the creation and management of clinical records. These tools are used solely to assist with documentation efficiency and record accuracy and do not replace clinical judgement.

Where digital tools are used:

• They are selected with consideration of privacy, security and compliance obligations.
• Identifiable client information is handled within secure, authorised environments.
• Information is not disclosed to unauthorised third parties.
• Data handling processes align with Australian privacy legislation and Victorian health privacy requirements.

MendCare remains responsible for all clinical records and ensures that reasonable steps are taken to protect sensitive health information.

6. Disclosure of Information

We may disclose information to:

• General practitioners
• Specialists
• Home Care Package providers
• Support at Home providers
• NDIS providers
• Allied health professionals
• Insurers
• Government agencies where required by law

Information is only disclosed where reasonably necessary for care, funding compliance, or required by law.

7. Storage & Security

We store records securely using encrypted electronic practice management systems and protected business platforms. In accordance with:

• Australian Privacy Principles (APP 11)
• Victorian Health Privacy Principles (HPP 4)

We take reasonable steps to protect information from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Modification
• Disclosure

Records are retained in accordance with legislative retention requirements applicable to health service providers in Victoria.

8. Access & Correction

Clients may request access to their records or request correction of inaccurate information in accordance with:

• APP 12 & 13
• Health Records Act 2001 (Vic)

Requests can be made in writing to MendCare.

9. Complaints

If you have concerns about how your information is handled, please contact MendCare in writing. If unresolved, complaints may be directed to:

• Office of the Australian Information Commissioner (OAIC)
• Office of the Victorian Information Commissioner (OVIC)

10. Support at Home Reform Statement (2025)

MendCare acknowledges the transition from Home Care Packages to the Support at Home Program. We ensure that personal and health information collected under either program is managed consistently, securely and in accordance with applicable Commonwealth and Victorian legislation. Our documentation systems and digital processes are designed to support regulatory compliance and quality standards under current and emerging aged care reforms.