How we handle personal information.

Effective date: 5 August 2026. This policy should be legally reviewed before publication.

1. Scope

This policy explains how Heartside Care collects, uses, stores, discloses and protects personal information provided through our website, enquiries, consultations, client intake, care delivery and related business activities.

2. Information we may collect

We may collect names, contact details, addresses, service preferences, availability, emergency contacts, billing information and records of communications. Where reasonably necessary to assess or provide care, we may also collect health, mobility, medication, risk, cultural, communication and support information with appropriate consent or other lawful authority.

3. Why we collect information

We use information to respond to enquiries, assess service suitability, prepare quotes and agreements, arrange and provide services, allocate suitable workers, manage safety and emergencies, process payments, maintain records, resolve complaints and comply with legal obligations.

4. Sensitive information

Please do not submit detailed health records, medication lists or other highly sensitive information through general website forms. Approved clients will be directed to an appropriate intake process. We collect sensitive information only where reasonably necessary and with consent or as otherwise permitted by law.

5. Disclosure

We may disclose relevant information to authorised workers, contractors, professional advisers, payment or technology providers, emergency services, health professionals, representatives nominated by the client, or government and regulatory bodies where reasonably necessary, authorised or legally required. We do not sell personal information.

6. Storage and security

We take reasonable administrative, technical and physical measures to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. No online system is completely secure, and information sent through the internet is provided at the sender’s risk.

7. Access and correction

You may request access to, or correction of, personal information we hold about you. We may need to verify your identity and may refuse access where permitted by law.

8. Retention

We retain information only for as long as reasonably required for service delivery, business, insurance, safety, recordkeeping and legal purposes, after which it is securely destroyed or de-identified where practicable.

9. Website forms and third-party services

Website hosting, forms, analytics, email and payment services may process information on our behalf. Their handling practices may be governed by their own terms and privacy policies. Do not use website forms for urgent or emergency matters.

10. Privacy enquiries and complaints

Contact Heartside Care using the details on our Contact page if you have a privacy question, access or correction request, or complaint. We will review the matter and respond within a reasonable period.

11. Changes

We may update this policy when our services, systems or legal obligations change. The current version will be published on this website with its effective date.