Privacy Statement

At Bene Aged Care, your privacy matters. We are committed to keeping your personal information safe and treating it with care and respect, because your privacy and dignity are very important.

We follow Australian privacy laws, including the Privacy Act 1988 and the Aged Care Quality Standards. The Aged Care Act 2024 Statement of Rights explains how your personal information is protected and how you can access details about your care at any time.

The Privacy Act includes the Australian Privacy Principles (APPs), which set out how your information must be collected, used, stored, and shared. Together with the Aged Care Act and Quality Standards.

These laws and standards work together to make sure your information is handled safely and responsibly.

What is personal information?

Personal information refers to any information about you. It can include your:

• name, address, phone number and date of birth
• next of kin’s (emergency contacts) personal details
• photo
• health or medical details, including your care plan
• Medicare or private health cover details
• religion, cultural background or sexuality
• financial or payment details.

Bene only collects the information we need to care for you and run our services. We will not share your personal information unless you agree.

How we collect your information

We prefer to collect information directly from you. However, sometimes, we may request or receive information from:

• your family or representatives
• doctors, hospitals or other care providers
• government departments, including Medicare or My Aged Care.

We may collect information when you:

• fill out forms
• talk to us in person, by phone, or by email
• visit our website.

Why we collect your information

We collect your information for purposes such as:

• helping provide you with the best possible care and services, including your personalised care plan
• meeting our legal and safety responsibilities
• keeping you and your family informed about your care
• improving our services and staff training
• planning for the future and ensuring our care remains person-centred and high quality.

We will only use your information with your consent, or the consent of your authorised representative.

Sensitive and health information

Sometimes we need to collect special or sensitive information about you in relation to your health, medical conditions, disabilities, religion, culture, power of attorney (POA) or guardian. We will always ask for your permission before collecting this information, unless the law requires us to do so – for example, in an emergency.

How we keep your information safe

We understand how important it is to keep your information safe. We store your personal information in paper files, computer systems, databases and/or in secure cloud storage.

We keep your information safe by:

• locking filing cabinets and offices
• using secure computer systems and passwords
• training all staff on privacy rights and responsibilities
• only allowing the right staff to see your information
• keeping our buildings and computers safe and protected.

If we no longer need your information, we safely store it in accordance with legislative requirements.

Sharing your information

We may share your information with:

• your doctor, hospital or other care providers
• government agencies (like the Department of Health or Services Australia)
• your nominated family member or guardian
• our staff and trusted service providers (for example, IT support).

We will only share your information if:

• you or your authorised representative agree
• it is required by law
• it is needed to protect someone’s life, health, or safety.

We do not share your information overseas unless absolutely necessary, and only if it is safe and you have given consent.

If something goes wrong (data breach)

If your personal information is lost, stolen, or accessed by someone who should not see it, we will:

• act quickly to fix the problem
• tell you what happened using open disclosure
• tell the Office of the Australian Information Commissioner (OAIC) if required
• conduct a comprehensive investigation to minimise the risk of recurrence.

Checking or changing your information

You or your nominated representative can ask to:

• see or request a copy of the information we hold about you, including your care plan,  at any time
• correct something that is wrong or out of date.

We may ask you to prove your identity before giving you access. If we are unable to make the requested changes, we will explain why in a way that you understand.

Making a complaint

If you are unhappy with how we have handled your information, you can:

• tell a staff member in person
• complete our online feedback form
• email us at privacy.officer@bene.org.au

You can choose to remain anonymous. However please provide your contact details if you would like us to get in touch or update you on the progress of any concerns you raise.

We will investigate your concerns and inform you of our findings. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).

Contact us for more information

If you have any questions or concerns about privacy, please contact us using our online form or call 08 8131 2000