PRIVACY POLICY

Privacy and Cookie Policy

1. Introduction and Scope 

Lumia Care respects and protects the privacy, Lumia Care respects and protects the privacy, dignity and confidentiality of all clients, participants, website visitors, staff, referrers and all people and organisations who are engaged with Lumia Care. This Privacy Policy explains how Lumia Care collects, uses, stores and discloses personal information in connection with the clinical, care and support services, and the Lumia Care website and marketing activities.

Lumia Care is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Lumia Care also operates in line with the Aged Care Quality Standards, the NDIS Practice Standards and the Australian Community Industry Standard (ACIS) where applicable.

This policy is in alignment with the internal Client Privacy, Dignity and Confidentiality Policy and Procedure.

2. Client Privacy, Dignity and Confidentiality

Lumia Care recognises and respects each person’s right to privacy, dignity and confidentiality in all aspects of life. Lumia Care only collects information that is reasonably necessary to provide safe, high‑quality services.

The types of client information that may be collected include:

  • Contact details, demographic information and next of kin details.

  • Health, disability, functional and support needs information.

  • Cultural, language, religious and lifestyle preferences.

  • Funding and program details (e.g. NDIS, Home Care Packages, TAC, WorkSafe).

  • Service records, progress notes, assessments and care plans.

Staff will explain what information is being collected, why it is needed and how it will be used. Where practicable, collection will be directly from the client. Where appropriate, information may be received from a family member, guardian, referrer, health professional or other authorised representative.

Staff will only share client information with:

  • The client’s consent or the consent of their authorised representative; or

  • As required or permitted by law (for example, to reduce or prevent a serious threat to life, health or safety, or where information is subpoenaed for court proceedings).

Client records are stored securely in the clinical and client management systems and are only accessible to authorised staff. Records are retained for at least seven years, or longer where required by law or professional standards.

Clients (or their authorised representative) may request access to their personal information and can ask for corrections to any information that is inaccurate, incomplete or out of date.

3. Information Collected via the Website and Marketing

When you visit the Lumia Care website or interact with our marketing, we may collect:

  • Basic contact information that you submit via forms (such as your name, email address, phone number and suburb).

  • Details about the services you are enquiring about or the content you access.

  • Technical information such as your IP address, browser type, device type, date and time of visit, and pages viewed.

  • Information collected through cookies and similar technologies (see Sections 6 and 7).

We use this information to respond to your enquiries, improve our services, understand the needs of the diverse communities we serve, and provide information that may be relevant to you.

4. How Personal Information Is Used

Personal information may be used to:

  • Assess eligibility for and deliver healthcare, nursing, disability and support services.

  • Coordinate services with other providers and referrers with appropriate consent.

  • Meet legal, regulatory, funding and reporting obligations.

  • Maintain and improve the organisation’s clinical governance, quality and safety procedures (or processes).

  • Complete administration tasks including billing and account management.

  • Respond to feedback, complaints and incidents.

  • Conduct research, planning and service development using de‑identified or aggregated data.

  • Communicate with you about our services, events and resources where you have not opted out of such communications.

5. Disclosure of Personal Identifiable Information

Staff may need to disclose personal information to:

  • Health and allied health professionals involved in your care.

  • Funding bodies and government agencies (for example, Services Australia, NDIA, My Aged Care) where required.

  • Partner organisations who assist in delivering services, such as pharmacies, pathology providers or technology vendors.

  • Professional advisers, auditors and insurers.

  • Regulatory bodies and law enforcement agencies where required or authorized by law.

Where Lumia Care engages third‑party service providers (for example, IT and cloud service providers), we require them to handle personal information in accordance with privacy legislation and security requirements that are at least as protective as this policy.

6. Cookies and Similar Technologies

The Lumia Care website uses cookies and similar technologies (such as web beacons, pixels and local storage) to improve site functionality, measure performance and support marketing activities.

Cookies are small text files that are placed on your device when you visit a website. We may use:

  • Strictly necessary cookies – required for the website to function (for example, security and session cookies).

  • Performance and analytics cookies – to understand how visitors use the site and to help improve it.

  • Functionality cookies – to remember your preferences and settings.

  • Advertising and retargeting cookies – to deliver and measure more relevant online advertising.

You can control or disable cookies through your browser settings. If you choose to disable cookies, some parts of our website may not function as intended.

7. Online Analytics, Advertising and Tracking

A range of third‑party tools are used to understand how people interact with the website and to improve the relevance of online advertising. These tools may use cookies, pixels and similar technologies to collect information about your use of our website and other sites.

The main tools that may be used include:

  • Google Analytics – to analyse website traffic, trends and usage patterns.

  • Google Ads (including remarketing and conversion tracking).

  • Meta platforms (such as Facebook Pixel and Conversions API) – to measure the effectiveness of campaigns and reach people who may be interested in Lumia Care services.

  • LinkedIn Insight Tag – to understand how professionals interact with the content and to optimise the B2B campaigns.

  • Other similar analytics and advertising platforms as needed.

These providers may collect or receive information such as:

  • The pages you visit on our website and the actions you take.

  • Your IP address, device identifiers and general location (e.g. city or region).

  • The website you came from or go to after visiting our site.

  • Browser and device information.

This information is used to:

  • Measure and improve the performance of the website and marketing campaigns.

  • Understand which services or topics are most relevant to the diverse communities we serve.

  • Show advertisements for Lumia Care on other websites or social media platforms that may be more relevant to you (retargeting).

The tools are not used to deliberately identify individual users. Sensitive health or disability information is not uploaded to advertising platforms. Where custom audiences (for example, by securely uploading email addresses to an ad platform), are created it is done in hashed or encrypted form and in accordance with the platform’s terms and applicable privacy laws.

You can opt out of or manage personalised advertising by:

8. Direct Marketing Communications

Your contact details may be used to send information about services, resources, campaigns or events that may be relevant to you, in accordance with the Spam Act 2003 (Cth).

You can opt out of marketing communications at any time by:

  • Clicking the unsubscribe link in an email; or

  • Contacting us using the details in Section 12.

Even if you opt out of marketing messages, important updates about services you currently receive from us may still be sent.

9. Data Security and Retention

Lumia Care takes reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These measures include secure systems, access controls, staff training, confidentiality agreements and regular review of security practices.

Client and service records are retained for at least seven years (or longer where required by law or funding contracts). Website analytics and marketing data are retained for periods that are reasonably necessary for the purposes set out in this policy, after which they are de‑identified or securely destroyed.

If a data breach occurs that is likely to result in serious harm, we will act in accordance with the Notifiable Data Breaches Scheme, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

10. Access, Correction and Complaints

You have the right to request access to personal information that is held about you, and to request corrections if you believe the information is inaccurate, incomplete or out of date. Staff will respond to such requests within a reasonable time. Verification of your identity may be required.

If you have concerns about how your privacy has been managed, you can make a complaint to https://lumiacare.thelookoutway.site/feedback.  Your complaint will be acknowledged, investigated and responded to within a reasonable timeframe.

If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992

11. Contact Us

If you have any questions about this Privacy Policy, or if you wish to make a request or complaint, please contact:

Privacy Officer – Lumia Care
Email: hello@lumiacare.com.au
Phone: 1300 796 876
Postal address: Suite A, 1st Floor, 290 Burwood Road, Hawthorn, Victoria, 3122

12. Changes to This Policy

This Privacy Policy will be updated as required to reflect changes in law, technology or operations. The updated version will be published on the website with the effective date noted. Periodic review of the policy is encouraged.