Privacy Policy
How Blue Cross Health and Wellbeing Pty Ltd collects, uses and protects your information across NDIS and DVA services in Queensland.
1. Introduction
Blue Cross Health and Wellbeing Pty Ltd ("we", "us", "our", "the Company") is a contracted Department of Veterans' Affairs (DVA) Community Nursing provider and a registered National Disability Insurance Scheme (NDIS) service provider delivering community nursing, personal care, support coordination, therapeutic services and NDIS-funded personal training across Queensland. This Privacy Policy explains how we collect, use, disclose, store and protect your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Information Privacy Act 2009 (Qld), the NDIS Act 2013 (Cth) and NDIS Practice Standards, and the Department of Veterans' Affairs arrangements.
2. What information we collect
We collect personal and health information necessary to provide safe, effective care. This may include your name, date of birth, address, contact details, Medicare/DVA card number, NDIS participant number, NDIS plan details, funding type (NDIS-managed, plan-managed or self-managed; DVA Gold or White Card), referral source, clinical and health history, medication details, assessment notes, care plans, progress notes, incident reports, and records of services delivered.
3. How we collect information
We collect information directly from you, or from your authorised representative, referee, treating health professionals, NDIS planner or Local Area Coordinator, general practitioner, specialist, or DVA case coordinator. Where information is collected from a third party, we take reasonable steps to ensure you are aware, or have been made aware, of that collection.
4. How we use and disclose your information
We use your information to: provide and coordinate clinical and support services; develop, monitor and review your care plan; communicate with your treating team, NDIS support coordinator, plan manager, DVA, and family or carers (with your consent); manage billing and claims under NDIS or DVA funding arrangements; meet clinical governance, quality and safety obligations; comply with our reporting obligations to the NDIS Commission and DVA; and respond to complaints or incidents. We only disclose health information with your consent, or where permitted or required by law.
5. NDIS participant privacy
As a registered NDIS provider, we comply with the NDIS Privacy and Confidentiality Practice Standard. We manage participant information in line with your NDIS plan and only share information relevant to the supports we deliver. NDIS participants have the right to access and correct their personal information and to make a complaint about how we handle their privacy.
6. DVA client privacy
For veterans receiving services under DVA arrangements, we collect and disclose health information as authorised under the Veterans' Entitlements Act 1986 and the Military Rehabilitation and Compensation Act 2004, including submitting claims and clinical reports to DVA as required to deliver your entitled services. We respect the confidentiality of veteran health records at all times.
7. Queensland privacy obligations
In providing services across Queensland, we recognise the Information Privacy Act 2009 (Qld) and applicable Queensland Health records obligations where we interact with Queensland Health services. We handle personal information in a manner consistent with the privacy principles under both Commonwealth and Queensland law.
8. Storage and security
We store personal and health information securely in Australia, in electronic clinical records with restricted access controls and in locked physical records where applicable. Access is limited to authorised staff directly involved in your care. We retain records for the periods required by law and our professional obligations, and securely destroy or de-identify records when no longer required.
9. Access and correction
You may request access to, or correction of, your personal and health information. Requests can be made in writing to our Privacy Officer at the contact details below. We will respond within a reasonable timeframe, usually within 30 days, and may charge a reasonable fee for providing access where permitted.
10. Anonymity and consent
Where lawful and practicable, you may access our services anonymously or under a pseudonym. You may withdraw your consent to the collection, use or disclosure of your information at any time, noting that withdrawal may affect our ability to continue providing services.
11. Sharing information overseas
We do not ordinarily disclose personal information to overseas recipients. Where any overseas disclosure is necessary, we will take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles and only with your consent.
12. Complaints
If you believe we have not handled your information in accordance with this policy, please contact our Privacy Officer. We will respond promptly. You may also lodge a complaint with the Office of the Australian Information Commissioner, the NDIS Quality and Safeguards Commission, or the Office of the Information Commissioner Queensland.
13. Changes to this policy
We may update this Privacy Policy from time to time. Updated versions will be published on our website with the effective date shown below.
Contacting our Privacy Officer
For any privacy enquiries, access or correction requests, or to lodge a privacy complaint, please contact:
- Privacy Officer, Blue Cross Health and Wellbeing Pty Ltd
- 1300 992 287
- info@bluecrosshealth.com.au
- Serving metropolitan and regional Queensland