Cancellation
We understand that life can be unpredictable, and sometimes plans need to change. If you ever need to cancel your support with Tribe Aged Care, we kindly ask that you give us as much notice as possible.
To help clarify, a cancellation is considered short notice (or a no-show) if:
You are unable to attend or participate in the scheduled service within a reasonable timeframe, or are not available at the agreed location when Tribe Aged Care arrives to provide the service.
You cancel with less than 48 hours' notice for any scheduled support.
Where services are cancelled by you or your representative with less than 48 hours' notice, Tribe Aged Care may charge for the scheduled service where permitted under your funding arrangements, service agreement, or applicable aged care program guidelines.
We appreciate your understanding and cooperation in helping us provide the best service possible.
Privacy Policy
1. Purpose
Tribe Support Pty Ltd trading as Tribe Aged Care ("Tribe Aged Care", "we", "us", or "our") is committed to protecting the privacy, dignity, independence and confidentiality of clients, family members, carers, employees and stakeholders.
This Privacy Policy explains how Tribe Aged Care collects, uses, stores and discloses personal information in accordance with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
Aged Care Act 1997 (Cth)
Aged Care Quality Standards
Aged Care Quality and Safety Commission requirements
This policy applies to all personal information collected through our services, website, systems and business operations.
2. What is Personal Information
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Examples include:
Name
Contact details
Identification details
Health information
Service records
Employment records
Some personal information is classified as sensitive information and receives additional legal protections.
3. Types of Information We Collect
Identity Information
Full name
Date of birth
Gender
Identification information where required
Contact Information
Residential address
Phone number
Email address
Emergency contact details
Client Support Information
Where a person receives services from Tribe Aged Care, we may collect information necessary to safely provide support, including:
Aged Care Client ID (where applicable)
Care plans
Service delivery information
Health information
Mobility information
Cognitive information
Medication information
Risk management information
Emergency information
This information is classified as sensitive information.
Financial Information
Payment details
Invoicing records
Bank account details for payments
Payment information may be processed through secure third-party providers.
Employment and Worker Information
For employees, contractors and applicants we may collect:
Employment history
Qualifications
References
Licences and registrations
NDIS Worker Screening Checks where applicable
Working With Children Checks where applicable
Identity verification
Technical Information
When you interact with our website or systems, we may collect:
IP address
Browser type
Device information
Website usage data
Cookies and analytics data
Communication Information
Enquiries
Feedback
Complaints
Survey responses
Communication preferences
4. How We Collect Personal Information
We may collect personal information:
Directly from you
From your family member, guardian, nominee or representative
From care partners, care coordinators or other service providers
From approved aged care providers such as Trilogy Care
From government agencies
Through our website or online systems
When you apply for employment
When services are delivered
Through forms, agreements and assessments
Where possible, we collect information directly from the individual.
5. Why We Collect and Use Personal Information
We collect and use personal information for purposes including:
Delivering aged care services
Coordinating services and supports
Rostering and workforce management
Managing service agreements
Maintaining client records
Communication with clients and families
Risk management and duty of care obligations
Managing staff recruitment and employment
Improving services and operational systems
Meeting legal and regulatory requirements
We will only use personal information for the purpose for which it was collected or for related purposes permitted under the Privacy Act.
6. Use of Sensitive Information
Sensitive information such as health information will only be collected and used when:
The individual has provided consent
It is necessary to provide services
It is required by law
It is necessary to prevent serious risk to health or safety
7. Disclosure of Personal Information
We may disclose personal information where reasonably necessary to operate our services. This may include disclosure to:
Tribe Aged Care employees
Authorised support workers
Contractors engaged by Tribe Aged Care
Trilogy Care
Other approved aged care providers
IT system providers
Cloud storage providers
Allied health professionals involved in care
Government agencies
Auditors or regulators
Insurers and legal advisors
Sensitive information will only be disclosed where consent is provided or where authorised by law.
8. Overseas Disclosure
Tribe Aged Care uses secure cloud-based systems for administration, rostering and service coordination. We engage authorised administrative contractors, including contractors located in the Philippines, to assist with administrative coordination. These contractors:
Operate under strict confidentiality agreements
Are subject to role-based system access controls
Access only the minimum information required for administrative duties
Accessible information may include:
Client name
Contact information
Suburb/location
Scheduled support times
Administrative contractors do not access clinical notes, incident reports, care records or financial information unless specifically authorised. Any overseas disclosure is conducted in accordance with:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APP 8 – Cross-Border Disclosure)
Aged Care Quality Standards
Tribe Aged Care takes reasonable steps to ensure overseas contractors comply with Australian privacy obligations.
9. Data Storage and Security
Tribe Aged Care takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure. Security measures include:
Secure cloud-based systems
Encrypted data transmission
Restricted system access
Staff confidentiality agreements
Secure physical document storage
Privacy training for staff
Secure disposal of information
Despite these measures, no system can guarantee absolute security.
10. Data Retention and Destruction
Personal information will only be kept for as long as necessary to fulfil the purposes for which it was collected, including legal and regulatory requirements. Client records and employment records may be retained for the periods required by aged care, privacy, taxation, employment and other applicable legislation. When information is no longer required, it will be securely destroyed or de-identified.
11. Access to Personal Information
Individuals have the right to request access to personal information held by Tribe Aged Care. Requests should be made in writing to the Privacy Officer. Access may be refused in limited circumstances permitted under the Privacy Act, such as where disclosure could pose a serious risk to safety or breach another person's privacy.
12. Correction of Personal Information
If you believe that information we hold about you is incorrect, incomplete or outdated, you may request that it be corrected. We will take reasonable steps to update information where appropriate.
13. Data Breach Notification
If a data breach occurs that is likely to result in serious harm, Tribe Aged Care will respond in accordance with the Notifiable Data Breaches (NDB) Scheme under the Privacy Act. This may include:
Investigating the breach
Containing the breach
Notifying affected individuals
Notifying the Office of the Australian Information Commissioner (OAIC) where required
Where relevant, incidents may also be reported to the Aged Care Quality and Safety Commission.
14. Website Cookies and Analytics
Our website may use cookies and analytics tools to improve functionality and understand how visitors interact with the site.
These tools may collect:
Pages visited
Browsing behaviour
Device type
Location data
Users may disable cookies through their browser settings.
15. Privacy Complaints
If you believe your privacy has been breached, you may lodge a complaint with Tribe Aged Care. We will investigate complaints and aim to respond within 30 days. If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au
Email: enquiries@oaic.gov.au
Mail: GPO Box 5218, Sydney NSW 2001
Aged Care Quality and Safety Commission
Phone: 1800 951 822
Website: https://www.agedcarequality.gov.au
16. Contact Details
Phone: 0466 222 033
Email: info@tribesupport.com.au
Office Hours: Monday to Friday, 9:00am – 5:00pm
17. Policy Updates
This Privacy Policy may be updated from time to time to reflect legislative changes or operational updates. The most current version will be available on our website.