Privacy policy

Last updated: September 2025

1. Introduction

Trusted Care Support (“we”, “us”, “our”, “TrustedCareSupport”) is committed to protecting your privacy. This Privacy Policy describes how we collect, use, disclose, and store your personal information when you access or use the website trustedcaresupport.com.au (“Site”), or otherwise interact with us (e.g. via email, phone, online forms).

By accessing or using our Site, or providing us your personal information, you agree to the collection and use as described in this policy (subject to your rights under law).

2. Definition & Scope

  • Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
  • Sensitive information (a subset of personal information) includes e.g. health information, racial or ethnic origin, etc.
  • This Policy applies to all personal information we collect in relation to the Site, or in the course of our services (if any).

3. What Information We Collect

We may collect the following types of personal information:

  • Contact information: name, email address, postal address, phone number.
  • Account and login credentials (if applicable): username, password (securely stored).
  • Usage data: IP address, browser type/version, pages visited, time spent, operating system, device identifiers, referring/exit pages, clickstream data.
  • Communications: when you contact us (e.g. via email or contact form), we retain that communication and your contact details.
  • Sensitive / health information: (if your services involve health or care support) — only if explicitly provided by you, and only for purposes directly related to your request for care.

We collect this information:

  • Directly from you when you fill in forms (e.g. contact or registration forms),
  • From your device or browser (automatically),
  • From third parties or publicly available sources (if lawful).

4. How We Use Your Personal Information

We may use your personal information for the following purposes:

  • To respond to enquiries or requests, provide services you ask for, and communicate with you.
  • To manage your account (if applicable).
  • To improve and personalise our Site, services, and user experience.
  • To track usage, analytics, performance, and security monitoring.
  • To send you administrative information (e.g. updates, changes to policies, technical notices).
  • To comply with legal obligations, resolve disputes, enforce our terms and policies.
  • For marketing and promotional purposes (if you have opted in) — e.g. newsletters, special offers.

We will only use or disclose your personal information for a purpose that is compatible with the original purpose for collection, unless we have your consent or permitted under applicable law (e.g. permitted by an exception in the Privacy Act).

5. Disclosure of Personal Information

We may disclose your personal information to:

  • Our service providers, contractors, or third parties who assist us in delivering services or operating our Site (e.g. hosting, analytics, IT, mailing services).
  • Related or affiliated entities.
  • Government, regulatory, or law enforcement authorities if required or permitted by law.
  • Other parties with your consent.

We will require third parties to handle your personal information in a manner consistent with this Policy (i.e. maintain confidentiality, security, not to use for other purposes).

6. Overseas Disclosure

From time to time, your personal information may be disclosed to entities located outside Australia (for example, data centres, cloud service providers). If so, we will:

  • Take reasonable steps to ensure the overseas recipient handles your personal information in a manner consistent with the Australian Privacy Principles, or
  • Obtain your consent for the overseas transfer, or
  • Rely on legally permissible exceptions under the Privacy Act.

7. Data Security & Retention

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps may include encryption, access controls, secure servers, and regular security assessments.

We retain personal information only as long as necessary for the purposes for which it was collected, or as required by law. When no longer needed, we will securely destroy or de-identify it.

8. Access, Correction, and Deletion

You have the right, subject to legal exceptions, to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate, incomplete or out-of-date information.
  • Request deletion or de-identification of your personal information.
  • Withdraw consent (where processing is based on consent).
  • Lodge a complaint with us if you believe we have breached this Policy.

To make a request, please contact us using the details in Section 12. We may require you to verify your identity. If we refuse a request, we will provide reasons (unless legally prohibited).

9. Marketing & Opt-Out

If we send you marketing communications (e.g. via email), you can choose to unsubscribe or opt out at any time, usually via an “unsubscribe” link in the email or by contacting us. After your opt-out, we will stop sending marketing communications (except those related to service/account notifications).

10. Cookies & Tracking Technologies

We use cookies and similar technologies (e.g. web beacons, local storage) to collect usage information, support site functions, analytics, advertising, and personalise your experience. Please refer to our Cookie Policy (below) for full details.

11. Children & Minors

We do not knowingly collect personal information from children under 16 years of age without parental or guardian consent. If you believe we have collected such information, contact us and we will take steps to remove it.

12. Contact Us & Complaints

If you have questions, requests, or complaints regarding this Privacy Policy or our privacy practices, please contact us:

Trusted Care Support
Email: info@trustedcaresupport.com.au
Phone: 0414 103 678
Postal address: 15 Stanley Street, Bankstown, NSW 2200

We will respond within a reasonable period. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

13. Changes to This Policy

We may review and update this Privacy Policy from time to time (for example, to reflect changes in law or our practices). The “Last updated” date at the top indicates when this version takes effect.
Material changes will be notified (e.g. via the Site or by email where appropriate).