Privacy Policy
Last Updated: September 2026
Introduction
This Privacy Policy explains how willow-raven collects, uses, discloses, and protects your personal information when you use our services or visit our website. We are committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988.
Information We Collect
We may collect the following types of personal information:
- Contact information including name, email address, and residential address
- Health information relevant to safety assessments and service provision
- Emergency contact details for your nominated family members or representatives
- Medical history and current health conditions as they relate to safety needs
- Information about your home environment collected during assessments
- Payment and billing information for services rendered
- Communications between you and our staff
- Website usage data including IP address, browser type, and pages visited
How We Use Your Information
We use your personal information for the following purposes:
- Providing safety assessments and implementing recommended solutions
- Communicating with you about appointments, services, and follow-up care
- Coordinating with your healthcare providers when authorized
- Processing payments and maintaining financial records
- Responding to your inquiries and requests
- Improving our services based on feedback and outcomes
- Complying with legal obligations and industry regulations
- Sending service updates or safety information you may find relevant
Disclosure of Information
We may share your personal information with:
- Healthcare providers you have authorized us to contact
- Emergency contacts you have designated
- Service providers who assist in delivering our services
- Professional advisors including lawyers and accountants
- Government agencies when required by law
- Emergency services if your safety is at immediate risk
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
Data Security
We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:
- Secure storage of physical records in locked facilities
- Encryption of electronic data during transmission and storage
- Access controls limiting who can view your information
- Regular security audits and updates to our systems
- Staff training on privacy and data protection obligations
Data Retention
We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, including legal, accounting, and reporting requirements. Health and assessment records are typically retained for seven years following your last service, in accordance with Australian healthcare record-keeping standards.
Your Rights
Under Australian privacy law, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate or incomplete information
- Withdraw consent for certain uses of your information
- Request deletion of your information in certain circumstances
- Lodge a complaint with the Office of the Australian Information Commissioner
Cookies and Website Analytics
Our website uses cookies to improve your browsing experience and analyze site usage. You can control cookie preferences through your browser settings. See our Cookies Policy for more detailed information.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our website with a new effective date.
Contact Us
If you have questions about this Privacy Policy or how we handle your personal information, please contact us at [email protected].