Good Shepherd Lodge Pty Ltd is committed to protecting the privacy of personal information and complying with the Privacy Act 1988, the Australian Privacy Principles (APPs), the Aged Care Act, and the Aged Care Principles. We use reasonable efforts to protect personal information and collect only what is necessary for our operations.

The Purpose of this Policy aims to:

• Ensure personal information is managed openly and transparently

• Protect the privacy of personal and health information of residents, clients, and workers

• Facilitate fair collection and handling of personal information

• Regulate access to and correction of personal information

• Ensure confidentiality of personal information through secure storage and access controls

Scope
This policy applies to all staff, contractors, outworkers, apprentices, trainees, volunteers, and others associated with Good Shepherd Lodge.

Collection of Personal Information
We collect personal information by lawful and fair means, including:

• Directly from residents, their representatives, or family members, typically during inquiries, applications, or care discussions

• From healthcare providers involved in a resident's care (e.g., general practitioners, specialists)

• From government departments like the Aged Care Assessment Team

• For employees and prospective employees, from resumes, referees, and, with consent, police records

We also acknowledge that certain individuals, such as those with vision or hearing impairments, or those from culturally and linguistically diverse backgrounds, may require additional consideration in how we manage their information.

Collecting Sensitive Information
In specific situations, such as handling complaints or government reporting, we may collect sensitive information, including health information, racial or ethnic background, or criminal history, with consent or as legally required.

Indirect Collection
In certain cases, we may collect information from third parties, such as authorised representatives (e.g., through an Enduring Power of Attorney), or other care providers.

Anonymity
Where practicable, we offer individuals the option to interact with us anonymously or using a pseudonym. However, in most cases, we need identifying information to deliver effective service or respond to inquiries or complaints.

Use and Disclosure of Personal Information
We use personal information to provide high-quality care and comply with legal requirements. We disclose personal information only for its intended purposes, or with consent, or as permitted by law, including to:

• Provide appropriate levels of care

• Comply with the Aged Care Act and facilitate resident entitlements

• Contact family members or authorised representatives regarding resident health

• Communicate with relevant health and social care agencies for respite and other care needs

We may also share information with agencies for specific investigations or assessments, such as:

• WorkSafe, Queensland Police, Ambulance, Fire and Rescue, or Aged Care Quality Agency

• The Department of Health, Medicare, or the Aged Care Quality and Safety Commission

Disclosure to Service Providers
We disclose personal information to third-party service providers for services like IT, website management, or human resources. All service providers are contractually obligated to handle this information confidentially and only for the agreed purpose.

Overseas Disclosure
We may disclose personal information overseas if required for resident care, such as if a resident's representative or medical records are overseas. Web traffic information may be collected by Google Analytics, which stores data across multiple countries.

Quality of Personal Information
We ensure the accuracy and currency of information by recording data consistently, verifying third-party information, and regularly auditing contact lists. We update information promptly and review its accuracy before use or disclosure.

Storage and Security of Personal Information
We protect information against misuse, loss, and unauthorised access by:

• Storing electronic data securely in our databases, with access controls and audit trails

• Storing physical documents in locked locations and secure off-site facilities

• Conducting regular internal and external security audits

Access and Correction of Personal Information
You have the right to access and correct your personal information. Contact us to request access, and we will respond within 30 days. We verify identity before releasing information and may charge a reasonable fee for access. If we cannot provide access, we will explain why in writing. If requested, we will notify relevant third parties of corrections made.

Website and Digital Interactions
Our website collects personal information through feedback and cookies to enhance user experience. We use tools like Google Analytics to track traffic data. Social networking services such as Facebook may collect your data when you interact with us; these services have their own privacy policies.

Complaints and Inquiries

Good Shepherd Lodge Pty Ltd
enquiries@gsl.care

We aim to resolve complaints promptly, typically within 30 days. If unsatisfied, you may request a review or contact the Office of the Australian Information Commissioner or the Aged Care Quality and Safety Commission.