Privacy Policy
East Coast Care Connect Pty Ltd
ABN 91 666 942 052
Last updated: September 2026
1. About this Privacy Policy
East Coast Care Connect Pty Ltd (ECCC, we, us or our) respects your privacy and is committed to protecting the personal information we collect and hold.
This Privacy Policy explains how we collect, use, store and disclose personal information and how you can access or correct your information or make a privacy enquiry or complaint.
We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. What personal information we collect
The types of personal information we collect depend on your relationship with ECCC and the services we provide.
This may include:
- name, address, telephone number, email address and other contact details
- date of birth and identification information
- emergency contact and family or representative details
- health and medical information
- disability and support information
- Medicare and other relevant government-related information
- NDIS information
- aged care information
- care plans, assessments, support needs and service records
- information relating to appointments, services and support arrangements
- financial, billing and payment information
- communications between you and ECCC
- feedback, complaints and other information you provide to us.
Some of the information we collect, particularly health and medical information, is considered sensitive information under Australian privacy law. We only collect sensitive information where permitted by law, including where we have your consent or where collection is otherwise authorised or required.
3. How we collect personal information
Where practical, we collect personal information directly from you.
We may collect information when you:
- contact us by telephone, email or through our website
- make an enquiry or request an assessment
- engage ECCC to provide services
- complete forms, assessments, service agreements or other documentation
- communicate with our staff or support workers
- provide feedback or make a complaint.
With your consent, or where otherwise permitted by law, we may also receive personal information from other people and organisations involved in your care or support. These may include:
- family members, carers, guardians or authorised representatives
- aged care providers, including Enrich Home Supports
- NDIS providers and organisations
- health professionals and allied health providers
- hospitals and other healthcare services
- support coordinators and other referral partners
- government agencies and funding bodies
- other organisations involved in arranging or delivering your services.
4. Why we collect and use personal information
We collect, hold, use and disclose personal information where reasonably necessary to provide and manage our services.
This may include:
- assessing your needs and determining appropriate support
- planning, coordinating and delivering care and support services
- communicating with you, your representatives and others involved in your care
- managing appointments, staff and rosters
- maintaining care and service records
- administering government-funded or privately funded services
- invoicing and managing payments
- responding to enquiries, feedback and complaints
- meeting regulatory, reporting, insurance and legal requirements
- managing our business and improving our services
- maintaining the safety and wellbeing of clients and staff.
We will generally only use personal information for the purpose for which it was collected, for a related purpose you would reasonably expect, with your consent, or where otherwise permitted or required by law.
5. Sharing personal information
Where necessary to provide services or meet our obligations, we may disclose personal information to relevant third parties.
These may include:
- Enrich Home Supports and other organisations involved in providing or coordinating your care
- health and allied health professionals
- support workers, employees and authorised contractors
- NDIS providers and related organisations
- government agencies and funding bodies
- insurers, auditors, professional advisers and regulatory bodies
- technology, software, data storage and administrative service providers
- other parties where you have authorised us to disclose information.
We take reasonable steps to ensure personal information is only disclosed where appropriate and in accordance with applicable privacy laws.
We may also disclose information where required or authorised by law, or where necessary to prevent or lessen a serious threat to health or safety where permitted by law.
6. How we store and protect information
ECCC uses a range of systems and service providers to manage information and deliver our services. These currently include VisualCare, ShiftCare, Google Drive and WordPress and associated website services.
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
These measures may include access controls, password protection, secure systems, staff access restrictions and other appropriate technical and organisational safeguards.
When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it, subject to our legal, regulatory and record-keeping obligations.
7. Overseas processing and storage
Some third-party technology and service providers used by ECCC may process, store or provide access to limited information from locations outside Australia.
Where personal information may be disclosed to an overseas recipient, ECCC will take reasonable steps as required by applicable Australian privacy law.
The countries in which information may be processed or accessed can vary depending on the technology provider and its infrastructure. ECCC periodically reviews the services it uses and its privacy practices.
8. Our website, cookies and tracking technologies
When you visit our website, certain technical information may be collected automatically. This can include your IP address, browser and device information, pages visited, referring website and information about how you interact with the website.
Our website uses cookies and similar technologies for website functionality and may use optional technologies to understand the effectiveness of our advertising.
At the date of this Privacy Policy, ECCC uses Google Ads conversion tracking to help measure actions resulting from advertising, such as website enquiries and telephone conversions. Google may process information collected through these technologies in accordance with its own privacy practices.
Where required or appropriate, visitors will be provided with choices regarding optional tracking technologies.
You can also manage cookies through your browser settings. Disabling some cookies may affect the functionality of certain parts of the website.
9. Website enquiries
If you submit information through an ECCC website form, we may collect the information you provide, such as your name, telephone number, email address and details relating to your enquiry.
Please avoid providing unnecessary sensitive or medical information through general website enquiry forms unless it is requested or necessary for us to respond to your enquiry.
Information submitted through the website will be handled in accordance with this Privacy Policy.
10. Accessing or correcting your personal information
You may request access to personal information ECCC holds about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact us using the details below.
We will respond within a reasonable period and in accordance with applicable privacy laws. In some circumstances, we may be permitted or required to refuse access. If this occurs, we will explain the reason where required by law.
11. Privacy enquiries and complaints
If you have a question or concern about how ECCC handles your personal information, please contact us:
East Coast Care Connect Pty Ltd
Phone: 1300 411 868
Email: admin@eastcoastcareconnect.com.au
We will review privacy complaints and aim to respond within a reasonable period.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, systems, legal obligations or information-handling practices.
The current version will be published on our website with the date it was last updated.