Privacy Statement (APP Privacy Policy)

Kalyra respects and protects your privacy. This Privacy Statement explains how we collect, use, store and share your personal information when you receive services from us. It summarises key points from our full Privacy Policy and applies to all our aged care, home care, retirement living and affordable housing services.

The Privacy Act 1988 contains 13 Australian Privacy Principles. These regulate the way we collect, store, provide access to, use and disclose personal information.
The Privacy Act gives you rights, including:
• Being told generally what kind of information we are collecting and how we collect it
• Being told generally why your personal information is being collected
• Your personal information only being collected for a lawful purpose
• Finding out what information we hold about you and having it corrected in certain circumstances
• Having your personal information stored securely and protected from interference or misuse.

Why we collect your information
We collect personal and health information so we can:
• Provide you with safe, high-quality care and services;
• Communicate with you, your family or authorised representatives;
• Meet our legal and funding obligations under the Aged Care Act 2024, Aged Care Rules 2025, Privacy Act 1988 and other laws;
• Manage our business operations, quality and safety systems; and
• Improve our services and meet the Strengthened Aged Care Quality Standards.

What information about you do we collect?
We collect information directly from you, your family, carer or authorised representative. We may also receive information from your doctor, hospital, pharmacist, via the Australian Government My Health Record or another provider — but only where you have given consent or where authorised by law.
The information may include, but is not necessarily limited to, the following:
• Your name and address details, date of birth and other demographic and contact details
• Details of your medical practitioner(s) and other health care professionals
• Information with respect to your current health and your medical history
• Financial information including health insurance details
• Details of family members including spouse, next of kin, relatives, guardians and persons we may need to contact in an emergency
• Other applicable health information and personal information to provide service to you as clients / residents.
While you are receiving services from us, we may also record and update information about you that is necessary for us to provide services to you.

How we use and share your information
We use your information to deliver care and services, manage our obligations, and improve what we do. We may share relevant information with:
• Staff who attend on you and staff and others who may from time to time need to refer to your file to assist in providing services to you.
• Health professionals involved in your care
• Government departments and regulators (for example, the Department of Health and Aged Care, Aged Care Quality and Safety Commission, or Services Australia)
• Contractors providing services such as clinical software or maintenance (who must keep your information secure)
• Emergency services when necessary; or
• Other parties with your consent or as required by law.

We do not sell or trade your personal information.

When can information be disclosed without your consent?
Generally, Kalyra will not disclose information without your consent. However, there are circumstances that are set out in Australian Privacy Principals where Kalyra may disclose information without consent. These include, but are not limited to:
• Use or disclosure of the personal information is required or authorised by or under an Australian law or a court/tribunal order (APP 6.2(b))
• Where a permitted health situation exists for the use or disclosure of health information (APP 6.2(d) and s 16B of the Privacy Act 1988)
• Where Kalyra reasonably believes that the secondary use or disclosure is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body (APP 6.2(e))
A copy of the Australian Privacy Principles is available for viewing from the website Office of the Australian Information Commissioner.

Storing and protecting your information
We take steps to keep your information safe. Records are stored securely in paper and electronic systems with safeguards such as access controls, passwords and encryption. Information is kept only for as long as required by law or for our operational purposes, after which it is securely destroyed.

Accessing or correcting your information
You may at any time request access to information we hold about you and, under the Australian Privacy Principles, you have a right to access personal information held about you, and to contact or update the information if you can confirm that it is not correct. A request for access is required in writing. Please contact our Privacy Officer (refer contact details below) regarding the process to request information. We may require you to provide proof of identity before information is released and/or access under supervision may apply in some circumstances.

Kalyra may refuse a request for release of or access to information, because if, in the opinion of the Privacy Officer, the request is vexatious or frivolous; or if the purpose is for obtaining information which may be used against the organisation in legal proceedings; or if the release of information is prevented by law or which is likely to prejudice lawful enquiries. Furthermore, information will not be released if the release of such information is likely to endanger the life, health or safety of any individual, including the person requesting the information and the person about whom release of the information is sought.

If you have a concern about how your personal or sensitive information is handled or believe there has been a breach of the Australian Privacy Principles contact the Privacy Officer (details below) who will investigate your concern.

Complaints and concerns
If you have a concern or wish to make a privacy complaint:
1. Contact our Privacy Officer in writing. We will investigate and respond promptly.
2. Lodge Feedback via our website via ‘contact us’
3. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or phone 1300 363 992.

What if I require further information?
For more details, please ask for a copy of our full Privacy Policy and Procedures document via a staff member or the Privacy Officer. It is available for you to read at your request.

Privacy Officer:
Sara Blunt, Chief Executive Officer
Telephone: (08) 8408 4790
E-mail: sara.blunt@kalyra.org.au