Privacy Policy

Last updated: 2026-08-31

[Warmth Care Support Services] ("Warmth Care", "we", "us", "our") is committed to protecting the privacy of individuals who visit our website and interact with us, including current and prospective NDIS participants, their families, carers, and job applicants.

This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Our registered business details are:

• Legal entity name: Warmth Care Support Services
• ABN: 39 693 498 127
• Registered address: 26 Alto Grange, WINTER VALLEY VIC 3358
• Email: info@warmthcare.com.au
• Phone: 0452166744

1. What personal information we collect

We only collect personal information that you voluntarily submit to us through the forms on our website. We do not use any other method to collect personal information on this site (see Section 6 on analytics for the one exception, which does not identify you personally).

We currently have two forms on our website:

a) General Enquiry / Contact Form When you submit an enquiry, we may collect:

• Your name
• Your email address and/or phone number
• The service(s) you're interested in
• Any details you choose to include in your message

b) Careers / Application Form When you apply for a role or express interest in working with us, we may collect:

• Your name and contact details
• Details you provide about your experience, qualifications, and interest in the role
• Any other information you choose to include (e.g. a resume, cover letter, or attachments, if the form allows this)

Sensitive information

Because we support NDIS participants, enquiries may sometimes include information about a person's disability, health, or support needs. This is classified as "sensitive information" under APP 3 and is subject to a higher standard of protection. We only collect this information because you have chosen to provide it to us (for example, to describe the support you're seeking), and we treat it as strictly confidential. We do not collect sensitive information covertly or require it to use the website.

2. How we collect personal information

We collect personal information directly from you, only when you actively fill in and submit a form on our website. We do not collect personal information passively, and we do not track or profile visitors based on their identity.

3. How we use your personal information

We use the personal information you submit only for the purpose you provided it, specifically to:

• Respond to your enquiry about our NDIS support services
• Assess and respond to job applications and expressions of interest
• Contact you regarding your enquiry or application by phone, email, or otherwise
• Maintain records of our correspondence with you, where reasonably necessary

We do not use your information for direct marketing, and we do not sell, rent, or trade your personal information to any third party.

4. How your information is stored

This is important to understand: we do not store form submissions in a database on our website. When you submit the contact form or application form, the information is transmitted directly by email to our company mailbox, which is hosted by our email service provider. From that point, your information exists as an email in our mailbox, protected by the same access controls, authentication, and encryption as our other business correspondence.

Because your submission is sent as an email rather than stored in a website database:

• It is not accessible via our website or any public-facing system
• It is only accessible to authorised personnel at Warmth Care with access to the relevant mailbox
• It is retained for as long as reasonably necessary for the purpose it was collected (see Section 8), after which it is deleted in the normal course of mailbox management

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure, including:

• Encrypted (HTTPS/TLS) transmission of form data from your browser to our server and onward to our mail server
• Restricted access to our email systems, protected by authentication
• Regular review of who has access to correspondence containing personal information

5. Disclosure of your information, including overseas

We do not disclose your personal information to third parties for their own marketing or commercial use.

We do share personal information with the following limited third parties, strictly as needed to operate our website and business:

• Email hosting provider: our email service provider (which hosts the mailbox that receives your form submissions) processes your information on our behalf in order to deliver it to us. This provider may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure the overseas recipient handles your information consistently with the Australian Privacy Principles, as required by APP 8.
• Google Analytics: see Section 6 below. This does not involve any personally identifying information you submit via our forms.

We may also disclose personal information where required or authorised by law, for example, in response to a lawful request from a regulatory body such as the NDIS Quality and Safeguards Commission.

6. Cookies and website analytics

Our website uses Google Analytics, a third-party analytics service provided by Google, to help us understand general website usage patterns, such as which pages are visited and how visitors navigate the site.

Google Analytics uses cookies and collects information such as your approximate location (derived from IP address), device and browser type, and browsing behaviour on our site. This information is aggregated and does not identify you personally, and it is entirely separate from anything you submit via our contact or application forms.

We do not control how Google collects or processes this data beyond our website. You can learn more about how Google handles this information at Google's Privacy Policy, and you can opt out of Google Analytics tracking across all websites using the Google Analytics Opt-out Browser Add-on.

We do not use cookies for advertising, retargeting, or to track you across other websites.

7. Access, correction, and deletion

You have the right under the Privacy Act to request access to the personal information we hold about you, and to request that we correct or delete it. To make such a request, contact us using the details in Section 10. We will respond within a reasonable timeframe, generally within 30 days.

If we are unable to provide access or make a correction, we will explain why.

8. How long we keep your information

We retain personal information only for as long as reasonably necessary for the purpose it was collected:

• Enquiries: generally retained for [X months/years] to allow follow-up and record-keeping, then deleted.
• Job applications: generally retained for [X months] for recruitment purposes, then deleted, unless you are engaged by us, in which case separate employment record-keeping obligations apply.

You may request earlier deletion at any time (see Section 7).

9. Children's privacy

Our website is not directed at children, and we do not knowingly collect personal information from children without the involvement of a parent, guardian, or support person.

10. How to contact us or make a complaint

If you have a question about this Privacy Policy, or wish to make a complaint about how we have handled your personal information, please contact us:

• Email: [privacy contact email]
• Phone: [phone number]
• Post: [business address]

We will investigate any complaint and respond within a reasonable time. If you are not satisfied with our response, you can escalate your complaint to the Office of the Australian Information Commissioner (OAIC):

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

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised "Last updated" date.