Helensvale · Gold Coast
Last updated: June 2026
Your privacy matters to us. When you or your family share personal information with Loving Hearts Care Group, you’re trusting us with more than just details. You’re trusting us with parts of your life and your story. We take that seriously.
This page explains, in plain language, what personal information we collect, why we collect it, how we keep it safe, and the choices you have. If anything here isn’t clear, or you’d like this information in another format (Easy Read, large print, or read aloud over the phone), please get in touch. We’re happy to help.
Loving Hearts Care Group (“Loving Hearts”, “we”, “us” or “our”) is a registered NDIS provider supporting people with disability across the Gold Coast and surrounding communities.
We’re bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which set the rules for how we handle your personal information. As a provider of disability supports, we follow these rules regardless of our size.
“Personal information” is any information that identifies you, or could reasonably identify you. Some of what we collect is “sensitive information”, including health information, which the law protects more strongly. We only collect what we genuinely need to provide safe, respectful support.
Depending on your situation, we may collect:
If you contact us through our website, make an enquiry, or make a referral, we’ll also collect the details you choose to share.
We try to collect information directly from you wherever we can. Sometimes, with your consent or where the law allows, we may collect it from others involved in your support, such as a family member, a support coordinator or referrer, the National Disability Insurance Agency (NDIA), or a health professional.
You can choose not to identify yourself, or to use a pseudonym, when you contact us with a general question. To actually provide support, though, we’ll usually need to know who you are.
We use your personal information to provide and coordinate your supports, and to run our service properly. This includes:
We won’t use your information for anything unrelated to your support without your consent, unless the law requires or allows it.
We treat your information as confidential. We only share it when there’s a good reason to, and usually only with your consent. We may share personal information with:
We do not sell your personal information, and we never share it just for marketing.
When you visit our website, we may automatically collect some basic information, such as your device type, browser, and how you move around the site, to help the site work well and to understand what’s useful to visitors. We may use cookies (small files stored on your device) to do this. You can turn cookies off in your browser settings if you’d prefer.
We take reasonable steps to protect your information from loss, misuse and unauthorised access. This includes secure electronic storage, access controls so only the right people can see your information, and training our team to handle your information with care and confidentiality.
If something ever goes wrong and a data breach is likely to cause you serious harm, we’ll act quickly. We’ll let you know, and notify the Office of the Australian Information Commissioner (OAIC), as required under the Notifiable Data Breaches scheme.
We keep your personal information for as long as we need it to support you and to meet our record-keeping and legal obligations as an NDIS provider. When we no longer need it, we securely destroy it or remove anything that identifies you.
Your information belongs to you, and you have the right to see it. You can ask us for a copy of the personal information we hold about you, and we’ll respond within a reasonable time. If we can’t give you access for some reason, we’ll explain why.
If anything we hold about you is wrong, out of date or incomplete, just let us know and we’ll correct it. Keeping your information accurate helps us support you better.
To make a request, contact us using the details below.
If you have a question about your privacy, or you’re worried we’ve mishandled your information, please talk to us first. We’d genuinely like the chance to put things right. You can reach us using the details below. We’ll acknowledge your concern, look into it, and get back to you.
If you’re not happy with how we’ve handled it, you can contact the Office of the Australian Information Commissioner (OAIC):
We may update this policy from time to time as our services or the law change. When we do, we’ll post the updated version here and change the “last updated” date at the top.
We’re here to help, and happy to talk things through.
