Privacy Policy | Luminous Care Services

Last Updated: 27 May 2025

1. Introduction

Luminous Care Services ("we," "our," or "us") is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our services, or communicate with us.

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) ("Privacy Act"). We understand the importance of, and are committed to, protecting your personal information. This Privacy Policy explains how we manage your personal information, including our obligations and your rights in respect of our dealings with your personal information.

2. Information We Collect

We may collect the following types of information:

2.1 Personal Information

Name, address, email address, and phone number
Date of birth
NDIS number and plan details
Health and medical information relevant to providing our services
Emergency contact details
Financial information for billing purposes
Information about your support needs and goals

2.2 Non-Personal Information

Browser type and settings
Device information (such as your operating system, hardware, and mobile network information)
IP address
Pages you visit on our website and how you interact with our content
Referring websites or sources

3. How We Collect Information

We collect information through various channels, including:

Direct interactions when you provide information through our website forms, by email, phone, or in person
When you register for our services
When you participate in surveys or provide feedback
From third parties such as the NDIS, healthcare providers, or other service providers (with your consent)
Automatically through cookies and similar technologies when you use our website

4. How We Use Your Information

We use your information for the following purposes:

To provide and manage our services to you
To communicate with you about our services
To process payments and maintain accounts and records
To improve our services and develop new ones
To comply with legal obligations, including NDIS requirements
To respond to your inquiries and support requests
To send you service-related notifications and updates
To personalize your experience with our services
For internal record keeping and administrative purposes

5. Disclosure of Your Information

We may share your personal information with:

Our staff and support workers who need the information to provide services to you
The National Disability Insurance Agency (NDIA) and other government agencies as required by law
Healthcare providers and other service providers involved in your care (with your consent)
Third-party service providers who assist us in operating our website, conducting our business, or providing services to you (such as payment processors, IT service providers, and email service providers)
Professional advisers including lawyers, accountants, and insurers
Emergency services in case of an emergency

We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure. We use a range of physical, electronic, and managerial procedures to help protect your personal information.

While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. No method of transmission over the Internet or electronic storage is 100% secure.

7. Data Retention

We will retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. We will securely destroy or de-identify your personal information when it is no longer needed.

8. Cookies and Similar Technologies

Our website uses cookies and similar technologies to enhance your experience, analyze usage, and assist in our marketing efforts. You can control cookies through your browser settings and other tools. However, if you block certain cookies, you may not be able to use all the features of our website.

9. Your Rights

Under the Australian Privacy Principles, you have the right to:

Access your personal information that we hold
Request correction of your personal information if it is inaccurate, out of date, incomplete, irrelevant, or misleading
Request deletion of your personal information in certain circumstances
Opt-out of marketing communications
Make a complaint about a breach of the Australian Privacy Principles

To exercise these rights, please contact us using the details provided in the "Contact Us" section below.

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with personal information, please contact us so that we can take necessary actions.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. We encourage you to review this Privacy Policy periodically.

12. Links to Other Websites

Our website may contain links to other websites that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

13. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us at:

Luminous Care Services
Email: contact@luminouscareservices.com.au
Phone: +61 410824517

14. Complaints

If you believe that we have breached the Australian Privacy Principles and wish to make a complaint, please contact us using the details above and provide details of the alleged breach. We will promptly investigate your complaint and respond to you in writing setting out the outcome of our investigation and the steps we will take to deal with your complaint.

If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au