Privacy Policy

1. Introduction

Luce Healthcare ("we," "our," or "us") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our services, or interact with us in any way.

By using our services or providing us with your personal information, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Name, address, and contact details (phone, email)
• Date of birth and gender
• Health information and medical history
• NDIS plan details and participant information
• Emergency contact information
• Financial information for billing purposes
• Photographs or videos (with consent)

2.2 Sensitive Information

We may collect sensitive information including:

• Health information and medical records
• Disability information
• Mental health information
• Genetic information
• Biometric information

2.3 Website Usage Information

When you visit our website, we may collect:

• IP address and browser information
• Pages visited and time spent on our website
• Referring website information
• Device information and operating system

3. How We Collect Information

We collect information through various means:

• Direct Collection: When you contact us, fill out forms, or use our services
• Healthcare Providers: From other healthcare professionals involved in your care
• NDIS: From the National Disability Insurance Agency
• Family Members: From family members or carers (with your consent)
• Website: Through cookies and similar technologies
• Third Parties: From other service providers (with your consent)

4. How We Use Your Information

We use your information for the following purposes:

• Providing healthcare services and support
• Managing your care plan and treatment
• Communicating with you about your care
• Coordinating with other healthcare providers
• Processing payments and billing
• Complying with legal and regulatory requirements
• Improving our services and quality of care
• Training our staff (with appropriate safeguards)
• Responding to your inquiries and requests

5. Disclosure of Information

We may disclose your information in the following circumstances:

5.1 With Your Consent

We will only share your information with third parties when you have given us explicit consent to do so.

5.2 Healthcare Providers

We may share information with other healthcare professionals involved in your care, such as doctors, specialists, and allied health professionals.

5.3 Legal Requirements

We may disclose information when required by law, including:

• Court orders or subpoenas
• Government investigations
• Public health requirements
• Child protection laws

5.4 Emergency Situations

In emergency situations, we may share information to protect your health and safety or the health and safety of others.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of sensitive data
• Secure storage systems
• Access controls and authentication
• Regular security assessments
• Staff training on privacy and security
• Incident response procedures

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide you with healthcare services
• Comply with legal and regulatory requirements
• Resolve disputes and enforce agreements
• Maintain accurate medical records

Medical records are typically retained for at least 7 years after the last service provided, or longer if required by law.

8. Your Rights

You have the following rights regarding your personal information:

• Access: Request access to your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your information (subject to legal requirements)
• Restriction: Request restriction of processing
• Portability: Request transfer of your information
• Objection: Object to processing of your information
• Withdrawal: Withdraw consent at any time

9. Cookies and Tracking

Our website may use cookies and similar technologies to enhance your browsing experience. You can control cookie settings through your browser preferences.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these websites. We encourage you to read their privacy policies.

11. Children's Privacy

We do not knowingly collect personal information from children under 16 without parental consent. If you believe we have collected information from a child without consent, please contact us immediately.

12. International Transfers

Your information is stored and processed in Australia. If we need to transfer your information internationally, we will ensure appropriate safeguards are in place.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on our website and updating the "Last Updated" date.

14. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us:

15. Complaints

If you have a complaint about our privacy practices, you may:

1. Contact us directly to resolve the issue
2. Contact the Office of the Australian Information Commissioner (OAIC)
3. Contact the Australian Privacy Commissioner

For more information about making a privacy complaint, visit the OAIC website at www.oaic.gov.au.