Privacy Policy

CareAbout Holdings Pty Ltd (ABN 41 612 411 720) (‘CareAbout’, ‘we’, ‘our’ or ‘us’) is committed to protecting your privacy and handling your personal information in a transparent and responsible way.

This Privacy Policy explains how we collect, hold, use and disclose your personal information, and how you can access or correct that information or make a complaint. We manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. What personal information we collect

The personal information we collect depends on how you interact with us and the services you request. We may collect personal information such as your name, address, email address, telephone number, date of birth and other identifying details. We may also collect information about your care needs, preferences, location and personal circumstances in order to help match you with suitable providers. If you contact us, we may collect records of your communications with us, including phone calls, emails and online enquiries. Calls may be recorded for training, quality assurance and service improvement purposes.

In some cases, we may collect sensitive information, including information about your health, medical needs or lifestyle. We will only collect sensitive information with your consent or where permitted by law. If you provide us with personal information about another person, such as a family member, you must ensure that you have their consent to do so and that they are aware of this Privacy Policy.

2. How we collect personal information

We collect personal information in a number of ways, including directly from you when you use our Website, contact us, or request information or services. This may occur when you submit an enquiry, speak with our team, or provide information through online forms. We may also collect personal information from your authorised representatives, such as family members, carers or other people acting on your behalf.

In some circumstances, we may collect personal information from participating providers, publicly available sources, or from third parties such as marketing partners, where it is lawful to do so. We may also collect certain information automatically when you use our Website, including through cookies and similar technologies, as described below. If we are unable to collect the personal information we require, we may not be able to provide our services or connect you with suitable providers.

3. How we use your personal information

We collect and use personal information to operate our business and provide our referral and matching services. This includes using your personal information to understand your needs and preferences, match you with suitable providers, and facilitate introductions between you and those providers. We also use your information to communicate with you, respond to enquiries, manage complaints, and provide customer support. We may use your information to verify your identity, improve our services, conduct internal analysis, and meet our legal and regulatory obligations.

Where appropriate, we may also use your personal information to contact you about products or services that may be relevant to you, including services offered by CareAbout, participating providers or business partners. We may use your information for other purposes where required or authorised by law, or where you have provided your consent.

4. Disclosure of personal information

As part of our referral and matching services, we collect and share your personal information with third parties. Most importantly, we share your personal information with participating providers so they can assess your needs and contact you directly about services that may be suitable for you. These providers will usually contact you directly by phone, email, SMS or other communication methods. Depending on your circumstances, your personal information may be shared with, and you may be contacted by, more than one provider.

Participating providers include aged care providers, home care providers and other related service providers that operate in your area and are relevant to your needs. We only share your personal information with providers where you have provided your consent or where otherwise permitted by law. Our service operates on a referral model and we may receive a fee from participating providers when you are connected with them.

We may also share your personal information with related businesses, referral partners and service providers who assist us in operating our business, including information technology providers, data processors, analytics providers and marketing service providers. We may disclose personal information to professional advisers such as lawyers and auditors, to government agencies or regulators where required by law, and to any person acting on your behalf, such as a nominated contact, legal representative or carer.

In some cases, we may share limited information with providers to help reserve placement availability or assess suitability. This may include your name, location and care requirements. Some of the recipients we disclose information to may be located outside Australia. Where this occurs, we take reasonable steps to ensure that those recipients handle your personal information in accordance with applicable privacy laws.

5. Data sharing and third-party responsibility

We take reasonable steps to ensure that any third party we share your personal information with is required to handle that information appropriately and in accordance with privacy laws. However, once your personal information has been shared with a third party provider, that provider is responsible for how it handles your information. Their handling of your personal information will be governed by their own privacy policies and practices. We encourage you to review the privacy policies of any providers you engage with.

6. Direct marketing

We may contact you from time to time about products and services that may be relevant to you. This may include services offered by CareAbout, participating providers or our business partners. We may contact you by phone, email, SMS or other communication methods. You can opt out of receiving marketing communications at any time by using the unsubscribe link in communications or by contacting us using the details below. We will respect your preferences.

7. How we store and protect personal information

We hold personal information in electronic systems and, in some cases, in physical records. We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps may include technical, administrative and physical security measures such as secure systems, access controls and staff training. While we take reasonable precautions, no method of transmission over the internet or electronic storage is completely secure, and you should be aware of the inherent risks.

8. Access and correction

You may request access to the personal information we hold about you and request that it be corrected if it is inaccurate, incomplete or out of date. We will respond to requests within a reasonable time. In some cases, we may refuse access or correction where permitted by law, and we will provide reasons where required. We may charge a reasonable fee for providing access where permitted by law.

9. Website usage and cookies

When you use our Website, we may collect information about your visit for statistical and operational purposes. This may include your IP address, browser type, pages visited, the date and time of your visit, and referring websites. We use cookies and similar technologies to improve your experience, analyse website usage and support our services. Cookies are small files stored on your device that help us recognise repeat visitors and tailor content. This information is generally used in an aggregated form and does not directly identify you.

10. Links to third-party websites

Our Website may contain links to third party websites. These links are provided for your convenience. We are not responsible for the privacy practices or content of those websites. You should review the privacy policies of any third party websites before providing personal information.

11. Complaints

If you have a complaint about how we have handled your personal information, you can contact us using the details below. We will investigate your complaint and aim to respond within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner via www.oaic.gov.au.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The current version will always be available on our Website.

13. Contact us 

If you have any questions, requests or complaints about this Privacy Policy or how we handle your personal information, please contact us:

Privacy Officer
CareAbout Holdings Pty Ltd
Office 207, 28 Riddell Parade
Elsternwick VIC, 3185, Australia

Phone: 13 13 00
Email: hello@careabout.com.au

Updated April 2026