Privacy Policy

Last updated: 11 August 2026

1. Who we are

Keana Care (ABN 42 701 225 416) provides home care, daily living support, community access and respite services to people across Australia. In this policy, "we", "us" and "our" refer to Keana Care.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What information we collect

Depending on your relationship with us, we may collect:

• Contact details — name, email address, phone number, residential suburb and postcode.
• Support information — the services you are seeking, preferred days and times, access requirements, and goals.
• Health and care information — where it is necessary to deliver your supports safely (for example mobility needs, allergies or medication prompts).
• Funding and billing information — your funding arrangement, plan manager contact details where applicable, and invoicing records.
• Website information — basic technical data such as browser type and pages visited, used only to keep the site working well.

Health information is sensitive information. We only collect it with your consent, or where it is otherwise permitted by law, and only where it is reasonably necessary for your care.

3. How we collect it

• Directly from you — by phone, email, our website referral form, or in person.
• From a person you have authorised, such as a family member, carer, guardian, support coordinator or allied health professional.
• From our own service records created while delivering supports to you.

4. Why we collect and use it

We use your personal information to:

• Respond to your enquiry or referral and confirm whether we can support you.
• Plan, deliver, schedule and review your supports safely.
• Match you with suitable support workers.
• Issue invoices and manage payments.
• Meet our legal, insurance, safety and record-keeping obligations.
• Handle feedback and complaints and improve our services.

We do not sell your personal information, and we do not use it for unrelated marketing without your consent.

5. Who we may share it with

We may share your information with:

• Support workers assigned to you — limited to what they need to support you safely.
• Your plan manager or nominated representative, where you have authorised this.
• Health professionals involved in your care, with your consent.
• Service providers who help us operate (for example secure software and IT hosting providers) under confidentiality obligations.
• Government bodies, regulators, insurers or emergency services where required or permitted by law, or where there is a serious risk to someone's life, health or safety.

We store personal information within Australia wherever practicable.

6. How we keep it secure

• Access is restricted to staff who need the information to perform their role.
• Digital records are held in password-protected, access-controlled systems.
• Paper records, where they exist, are stored securely and disposed of confidentially.
• Staff receive privacy and confidentiality training and are bound by confidentiality agreements.

No method of transmission or storage is completely secure. If a data breach occurs that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

7. How long we keep it

We keep records for as long as needed to deliver your supports and to meet legal, funding and insurance retention requirements. When information is no longer needed, we destroy or de-identify it securely.

8. Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within a reasonable period, usually within 30 days. If we cannot give you access, we will explain why in writing.

9. Cookies and this website

This website uses only the minimum technical storage required for it to function. We do not run advertising trackers. You can control cookies through your browser settings.

10. Making a privacy complaint

If you believe we have mishandled your personal information, please contact us first — see our Complaints & Feedback page. We take all privacy concerns seriously and will investigate promptly.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

11. Contact us

Keana Care — ABN 42 701 225 416
Phone: +61 435 956 531
Email: info@keanacare.com.au
Address: 17B Parkveiw Pde, Redcliffe WA 6104

12. Changes to this policy

We may update this policy from time to time. The current version is always published on this page with the date it was last updated.

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