Your information, treated like a friend would treat it.

Who we are

Aldera is a trading name of We United Aus Pty Ltd, ABN 91 666 900 358. In this policy, "Aldera", "we", "us" and "our" mean that company.

We provide in-home aged care. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and this policy explains how we handle personal information. As an aged care provider we also carry obligations under the Aged Care Act 2024 and the Aged Care Quality Standards, which sit alongside this policy rather than replacing it.

What we collect, and when

We only collect what we actually need. What that is depends on how you deal with us.

Health and other sensitive information

Health information is sensitive information under the Privacy Act and gets stricter treatment. We collect it only with your consent and only where it is reasonably necessary to deliver your care safely, or where the law requires or permits it.

We do not use health information for marketing. Ever. Not to send you offers, not to build audiences, and not to share with anyone for their marketing.

Dealing with us anonymously

You can ring us and ask general questions about services, costs or funding without giving your name. We will answer.

We cannot arrange or deliver care anonymously, because we need to know who we are caring for and where. If that is a concern, tell us and we will explain exactly what we need and why.

How we use your information

We use personal information to:

If you ask us not to contact you again, we will record that and stop. That request is honoured permanently.

Marketing, and what we will not do

When you enquire, we use your details to respond to that enquiry and to follow up about care. We may send you occasional information we genuinely think is useful, such as a guide to assessments or a change to funding rules.

Every such message carries an unsubscribe link and we act on it. You can also just tell us on the phone.

We do not sell your personal information. We do not rent, trade or otherwise supply it to third parties for their own marketing, and we do not upload your details to advertising platforms to build audiences.

Who we share it with

We disclose personal information only where it is necessary, and only to:

Overseas disclosure

As noted above, our website hosting, form handling, analytics and advertising providers are based in the United States, so some information may be stored or processed there.

Your care records are held in Australia. Where we use a cloud provider for client records we require Australian data residency, and we will name any such provider in this policy when it is in use.

Before we disclose personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

How we protect it

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. That includes access controls so staff see only what their role requires, encryption of data in transit, secured accounts and devices, and staff training on privacy and confidentiality.

No system is perfect, and we will not pretend otherwise. If we suffer a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

We keep personal information only as long as we need it, or as long as the law requires us to. Aged care and health records carry minimum retention periods set by law. When information is no longer needed and no longer required to be kept, we destroy it or de-identify it.

Seeing your information, and correcting it

You can ask to see the personal information we hold about you, and you can ask us to correct anything that is wrong, out of date or incomplete. There is no charge to make a request.

Email us at enquiries@aldera.com.au or ring 1300 998 928. We will respond within 30 days. We may need to verify your identity first, which protects you as much as us.

If we refuse a request, which is rare and only happens where the law allows it, we will tell you why in writing and explain how to complain about that decision.

Cookies

This site uses Google Analytics and Microsoft Clarity cookies to understand how people use the site, so we can make it better, and a Meta pixel so we can measure our advertising.

Microsoft Clarity also records how you move through a page. It runs in strict masking mode, so all text is replaced with blocks before anything is sent: we see the shape of a page and where you clicked, never what you read or typed.

You can block or delete cookies in your browser settings. The site works without them, including every form, because nothing here depends on JavaScript to function.

If you are unhappy with how we handled your information

Tell us first, and we will take it seriously. Email enquiries@aldera.com.au or call 1300 998 928. We will acknowledge your complaint within five business days and give you a written response within 30 days.

If you are not satisfied with our response, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

For complaints about your care rather than your privacy, our complaints page sets out every pathway, including the Aged Care Quality and Safety Commission and the Older Persons Advocacy Network. You can always go straight to them, and doing so will never affect your care.

Changes to this policy

We update this policy when our practices change. The date at the top of this page tells you when it last changed. If a change materially affects how we handle your information, we will tell you directly rather than relying on you to notice.