Last updated: 11/5/2026

Jade Care respects your privacy and is committed to handling your personal information with care, respect and transparency.

This Privacy Policy explains how Jade Care collects, uses, stores and discloses personal information when you visit our website, contact us, complete an enquiry form, attend an information session, book a care conversation or use our services.

Jade Care provides aged care-related information, family care conversations and home care support enquiries. Jade Care is not My Aged Care and does not decide eligibility, funding or approved government-subsidised services.

1. Who we are

Jade Care
Office by appointment: 312 Victoria Rd, Gladesville NSW 2111
Email: info@jadecare.com.au
Phone: 0450822722

For privacy enquiries, please contact:
info@jadecare.com.au

2. What information we collect

We may collect personal information that you provide to us, including:

• your name;

• phone number;

• email address;

• suburb or postcode;

• preferred language;

• relationship to the person needing support;

• information about the type of support you are seeking;

• details you choose to provide in a website form, email, phone call, care conversation or information session;

• referral information, if you or a referrer provide it with appropriate consent;

• appointment and communication records;

• billing and payment information, where relevant.

We may also collect limited information about care needs, support concerns or health-related matters where it is relevant to your enquiry or service. This may include information about daily routines, mobility, medication support, hospital discharge needs, complex care needs, palliative care needs, family carer concerns or My Aged Care assessment preparation.

Health information is sensitive information. We aim to collect only the information reasonably necessary to respond to your enquiry, provide services, support care planning, meet safety requirements or comply with legal and regulatory obligations.

Please do not send detailed medical records, Medicare details, government identification documents, medication charts, hospital discharge summaries or urgent clinical information through our general website form unless we specifically request them through an appropriate process.

3. How we collect information

We may collect information when you:

• submit a form on our website;

• contact us by phone, email, SMS or other communication channels;

• book or attend a care conversation;

• register for an information session;

• speak with us about My Aged Care, home care, private care or support at home;

• receive services from Jade Care;

• are referred to us by a family member, carer, health professional, community organisation or other referrer;

• interact with our website or online platforms.

We may also collect limited website and technical information, such as browser type, device information, pages visited and general website usage data, through website analytics or cookies.

4. Why we collect and use your information

We collect and use personal information to:

• respond to enquiries;

• contact you about your request;

• book and manage care conversations;

• understand what support may be needed;

• help families prepare questions or examples for My Aged Care discussions;

• provide home care support enquiries and services;

• communicate with family members or carers, where appropriate;

• communicate with referrers or health professionals, where consent has been provided or where otherwise permitted by law;

• manage information sessions, community education events and follow-up;

• provide service updates and administrative communication;

• manage invoices and payments;

• maintain records;

• improve our services, website and communication;

• meet legal, safety, insurance, quality and regulatory obligations.

We do not use your information to decide My Aged Care eligibility, funding or approved services. Those decisions are made through the official My Aged Care assessment process.

5. My Aged Care assessment preparation

Jade Care may help families prepare for My Aged Care conversations or assessments by helping them think through:

• what has changed at home;

• what daily tasks are becoming harder;

• safety concerns;

• family carer concerns;

• examples that may help explain the older person’s day-to-day situation;

• questions the family may wish to ask.

Our role is to support clear and honest preparation. We do not coach people to exaggerate, mislead or provide false information.

6. Disclosure of information

We may disclose personal information where reasonably necessary to:

• Jade Care staff, contractors or service providers involved in responding to your enquiry or providing services;

• family members, carers or representatives, with consent or where otherwise appropriate;

• health professionals, referrers, service providers or community organisations, where you have agreed or where necessary for care coordination;

• emergency services, where there is a serious and immediate risk to health or safety;

• insurers, legal advisers, accountants or professional advisers;

• government, regulatory or law enforcement bodies, where required or permitted by law;

• technology providers that help us operate our website, email, forms, booking systems, document storage or administration.

We do not sell your personal information.

7. Use of third-party platforms

Jade Care may use trusted third-party systems to operate our website and services, such as:

• website hosting platforms;

• email and document storage systems;

• online forms;

• booking or scheduling tools;

• customer relationship management tools;

• accounting or payment systems;

• analytics tools.

Some third-party providers may store or process information outside Australia. Where we use such providers, we take reasonable steps to choose reputable services and limit the personal information collected or stored where possible.

8. Use of AI and automation

Jade Care may use digital tools, including AI-assisted tools, to help with general administration, content drafting, communication templates, service improvement or enquiry management.

We aim not to enter detailed health records, Medicare details, government identification documents or highly sensitive clinical information into public AI tools.

Where AI or automation is used, we aim to use it in a way that supports human review and does not replace clinical judgment, emergency care, My Aged Care assessment or professional advice.

9. Marketing communications

If you choose to receive updates from Jade Care, we may send you information about care services, information sessions, resources or community events.

We will only send marketing communications where we have consent or where permitted by law. You can unsubscribe or opt out at any time by following the instructions in the message or by contacting us.

Service-related communications, such as appointment confirmations or responses to your enquiry, are not marketing communications.

10. Cookies and website analytics

Our website may use cookies or analytics tools to understand how visitors use the website, improve user experience and assess the effectiveness of our communication.

You can adjust your browser settings to block or delete cookies. Some website features may not work as intended if cookies are disabled.

11. How we protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

These steps may include:

• limiting access to information to authorised people;

• using password-protected systems;

• enabling multi-factor authentication where possible;

• using secure email and document storage systems;

• keeping records only for as long as reasonably necessary;

• training staff and contractors in privacy and confidentiality;

• reviewing privacy and information handling practices as the business develops.

No online system is completely secure. Please avoid sending urgent or highly sensitive clinical information through general website forms or unsecured email unless we have agreed on an appropriate method.

12. Accessing or correcting your information

You may request access to personal information we hold about you. You may also ask us to correct information if it is inaccurate, incomplete or out of date.

To request access or correction, contact:

We may need to verify your identity before responding. In some circumstances, we may be unable to provide access to certain information, for example where the law permits or requires us to refuse access.

13. Complaints

If you have concerns about how Jade Care has handled your personal information, please contact us first so we can try to resolve the issue.

Contact:

info@jadecare.com.au

Please include your name, contact details and a brief description of your concern.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

14. Emergency and medical disclaimer

This website and our enquiry forms are not for emergencies.

If someone is in immediate danger or needs urgent medical attention, call 000.

Information on this website is general only. Jade Care does not provide emergency care, legal advice, financial advice or My Aged Care assessment decisions.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be published on our website with the latest revision date.