1. Introduction

Carevo, operated by Carevo Pty Ltd (ABN 69 696 950 919), is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

By using the Carevo platform, website, or providing us with your personal information, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.

Important: Carevo is a connection platform. When you engage with providers through Carevo, those providers will also collect and use your information in accordance with their own privacy policies for the purpose of delivering services. This Privacy Policy applies only to information collected by Carevo.

2. Information We Collect

Carevo may collect the following types of personal information:

Personal details: Your name, date of birth, contact information, and location
Support needs: General information about your disability, age, and support requirements to help match you with appropriate providers
NDIS information: Your NDIS plan details, funding arrangements, and participant number (where applicable)
Contact preferences: How and when you prefer to be contacted
Website usage: Information about how you use the Carevo website, collected through cookies and similar technologies

Providers in the Carevo network may collect additional health information and service records directly from you for the purpose of delivering services. This information is collected and managed by the provider in accordance with their privacy policies.

3. How We Collect Your Information

We collect personal information directly from you when you:

Register on the Carevo platform
Complete enquiry or contact forms
Communicate with us through phone, email, or in person
Use the Carevo website
Provide feedback or make a complaint

We may also collect information from third parties such as:

Support coordinators or plan managers (with your consent)
The National Disability Insurance Agency (NDIA)
Your representatives or family members (with your consent)
Providers in the Carevo network (for connection and matching purposes)

4. How We Use Your Information

We use your personal information to:

Connect you with appropriate providers in the Carevo network
Facilitate introductions and referrals to providers
Communicate with you about provider options and services available
Improve the Carevo platform and develop new features
Respond to your inquiries and feedback
Comply with our legal and regulatory obligations
Conduct quality assurance and platform improvements

Carevo does not use your information to directly deliver care services. Service delivery is managed by individual providers who have their own obligations regarding use and protection of your information.

5. Disclosure of Your Information

We may disclose your personal information to:

Providers in the Carevo network for the purpose of connecting you with services
Carevo platform staff who need the information to assist you
The NDIA and other government agencies as required
Third-party service providers who assist us in operating the platform (e.g., website hosting, CRM systems)
Anyone you authorize us to disclose information to

When we connect you with a provider, we share only the information necessary for the provider to assess whether they can meet your needs and to facilitate initial contact. More detailed information will be collected directly by the provider if you choose to engage their services.

We will not disclose your personal information to overseas recipients without your consent, unless required by law.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure. These steps include:

Using secure servers and encryption for digital information
Physical security measures for paper-based records
Staff training on privacy and confidentiality
Access controls and authentication procedures
Regular security assessments and updates

While we strive to protect your personal information, we cannot guarantee the security of information transmitted over the internet. Information shared with providers is subject to their own security measures and privacy practices.

7. Accessing and Correcting Your Information

You have the right to access and correct your personal information held by Carevo. To request access or corrections, please contact our Privacy Officer using the details provided below.

We will respond to your request within a reasonable timeframe. In some circumstances, we may charge a reasonable fee for providing access to your information.

If we refuse your request for access or correction, we will provide you with written reasons and information about how you can complain about the refusal.

For information held by individual providers (such as service records and detailed health information), you will need to contact the provider directly.

8. Complaints

If you believe that Carevo has breached your privacy or you have concerns about how we have handled your personal information, please contact our Privacy Officer.

We will investigate your complaint and respond to you within a reasonable timeframe. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

For privacy complaints about a provider's handling of your information during service delivery, you should contact the provider directly in the first instance.

9. Changes to Our Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our platform functionality, practices, or legal requirements. The updated policy will be posted on our website, and the revised version will be effective from the date of posting.