Privacy Policy

1. Introduction

Mayoncare respects your privacy and is committed to handling personal information responsibly, sensitively and securely. This policy explains how we collect, use, hold and disclose information when you visit our website, enquire about our services or communicate with us. It also explains how we intend to handle participant information when support services commence.

We recognise that information about a person’s health, disability and support needs is particularly sensitive. We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where applicable.

Mayoncare currently has no active participants. This policy applies to prospective participants, their authorised representatives, family members, carers, other contacts and website visitors. If services commence, relevant participant service agreements, consent forms and additional notices may also apply.

2. About Mayoncare

• Legal business nameMayon Disability Care and Community Services
• ABN34 577 238 108
• Trading nameMayoncare
• Service areaMoreton Bay, Queensland
• Websitehttps://mayoncare.com.au
• Phone0455 076 060
• Emailadmin@mayoncare.com.au

Mayoncare provides disability and community support services, including personal care, respite care and community participation support.

3. Information we may collect

Depending on your interaction with us, we may collect the following. At present, Mayoncare principally collects initial enquiry information; the participant-specific categories below may become relevant when services commence:

• Your name, telephone number, email address and other contact details.
• Information included in enquiries, online forms, telephone calls, emails, text messages and other communications.
• Information about a participant’s disability, health, medical conditions, care requirements and support needs where necessary to assess or provide services.
• Information about a participant’s goals, preferences and support plans.
• Emergency contact information and contact details of relevant representatives, carers or support people.
• Information about appointments, requested services and communications with our team.
• Information required to manage a service relationship, to the extent relevant and lawfully collected.
• Website usage and technical information, which may include IP address, device and browser information, page visits, referral sources, cookies and advertising interaction data.

We seek to collect only information reasonably necessary for our functions and services. Health and disability information is sensitive information and receives additional protection. Where consent is required for its collection, use or disclosure, we will seek appropriate consent or rely on another lawful basis permitted by applicable law.

4. How we collect information

We may collect information directly from you or your authorised representative through:

• Website and landing-page enquiry forms.
• Telephone calls, SMS, email and other correspondence.
• Conversations about service availability and support needs.
• Participant intake, consent and support planning processes, where applicable.
• Social media or advertising enquiries.
• Cookies, analytics tools and other website technologies.

Where reasonably necessary and permitted, information may also be received from a support coordinator, plan manager, health professional, family member, carer or other person involved in arranging your services. We will take reasonable steps to make clear why the information is collected and how it will be used.

5. How we use information

We may use personal information to:

• Respond to enquiries and determine whether our services may meet a person’s needs.
• Contact people who request information about our services.
• Discuss, arrange, coordinate and provide personal care, respite care and community participation services.
• Understand relevant participant needs, preferences, goals and safety considerations.
• Communicate with participants and, where authorised, representatives and other support professionals.
• Manage appointments, service communications and applicable administrative records.
• Meet legal, regulatory, safeguarding, recordkeeping and other obligations.
• Improve our services, website and enquiry processes.
• Measure the effectiveness of advertising and website campaigns using appropriate technical and analytics data.

We will not use sensitive health or disability information for unrelated advertising purposes without an appropriate lawful basis and, where required, specific consent.

6. Participant choice, consent and representatives

We respect each participant’s privacy, dignity, choices and involvement in decisions about their information. When delivering services, Mayoncare will need to establish an appropriate consent process and seek consent before disclosing sensitive participant information to support workers, support coordinators, plan managers or healthcare professionals where consent is required, unless another lawful exception applies.

Consent should be recorded through relevant forms or other appropriate processes. The precise participant consent and service-agreement process has not yet been confirmed. A participant may ask questions about, or withdraw, consent for particular future uses or disclosures, subject to applicable legal requirements and the practical consequences for service delivery.

Where a representative, guardian or other person is involved, we will take reasonable steps to establish their authority to act and to respect the participant’s own rights, wishes and decision-making capacity.

7. Disclosure to other parties

Where reasonably necessary, authorised or legally required, we may disclose relevant information to:

• Mayoncare support workers and personnel who need the information to perform their responsibilities.
• Support coordinators involved in arranging or coordinating support.
• Plan managers where relevant to administration of services.
• Healthcare professionals involved in a participant’s care.
• Software, communications, website and other service providers acting on our behalf.
• Government bodies, regulators, emergency services or other parties where disclosure is required or authorised by law, or permitted to respond to a serious safety risk.

We aim to share only information relevant to the purpose of the disclosure. We do not sell participant personal information.

8. Website enquiries and GoHighLevel

Mayoncare currently uses GoHighLevel (GHL) to receive and manage initial service enquiries. Our enquiry form is served through LeadConnector (msgsndr.com), the form service provided with that platform. Details submitted through our enquiry forms may be stored and processed in that platform so we can respond and follow up.

Please avoid submitting detailed medical documents or unnecessary sensitive information through a general website enquiry form unless we specifically request it and provide an appropriate means of submission.

GHL is identified here as an enquiry-management system. This policy does not represent that GHL is Mayoncare’s participant clinical or ongoing care-record system.

9. Website analytics, cookies and advertising

Mayoncare may use website analytics, cookies, advertising pixels and conversion-tracking technology to understand visits, assess enquiry performance and improve its marketing. Meta advertising tools, such as Meta Pixel, may be used if enabled. The specific tools installed have not yet been confirmed. Depending on the tools configured, information collected may include website events, visits, device information, cookies and advertising referral details.

Advertising and analytics providers may receive technical information when their tools are enabled. Such providers may process data under their own policies. We do not intentionally provide participant support plans, medical details or disability records to advertising platforms for targeted advertising.

You may be able to limit cookies using browser settings and manage personalised advertising preferences through relevant advertising platforms. Disabling certain technologies may affect some website features.

10. Calls, email, SMS and marketing

We may contact you by telephone, email or SMS to respond to an enquiry, discuss services, arrange support or provide relevant updates. If we send promotional messages, we will do so only where permitted by applicable law and provide an appropriate way to opt out.

You can ask us to stop promotional communications by following an unsubscribe instruction, replying STOP where supported, or contacting admin@mayoncare.com.au. This will not necessarily prevent necessary communications concerning an existing enquiry or service.

11. Photographs, videos and testimonials

Mayoncare may wish to use photographs, videos or testimonials to explain its services. We will seek specific, informed consent before using identifiable participant images, videos, names, stories or testimonials for public website, social media or marketing purposes.

Participants may decline marketing consent without that choice, by itself, affecting their access to services. Any withdrawal request will be considered for future uses, recognising that material already distributed may not always be fully retrievable.

12. Information storage and security

We aim to take reasonable steps appropriate to the information and risks involved to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

Initial website enquiries are currently managed through GHL. Mayoncare does not currently have active participant records. Before ongoing support services commence, its arrangements for support records, staff access, backups and retention will need to be established and this policy updated where necessary.

No method of electronic transmission or storage can be guaranteed to be completely secure. If you have concerns about sending sensitive information, contact us to discuss an appropriate channel.

13. Retention and disposal

We retain personal information only for as long as needed for the purpose for which it was collected, or for a longer period required by applicable law, regulatory obligations, contractual requirements or legitimate recordkeeping needs.

When information is no longer required and may lawfully be disposed of, we will take reasonable steps to securely destroy or de-identify it. Specific retention periods for participant records are subject to confirmation of Mayoncare’s recordkeeping procedures and relevant requirements.

14. Overseas storage and disclosure

Some website, CRM, analytics, advertising, email or cloud service providers may process information outside Australia. The countries involved and relevant provider arrangements will depend on the systems actually used.

Where Australian Privacy Principle 8 or other applicable obligations require it, we will take reasonable steps in relation to overseas disclosures. We will provide more specific information about overseas handling once our provider arrangements have been confirmed. Merely using our website does not waive your privacy rights.

15. Access and correction

You may request access to personal information Mayoncare holds about you and request corrections if it is inaccurate, out of date, incomplete, irrelevant or misleading. Requests can be sent to admin@mayoncare.com.au or made by calling 0455 076 060.

We may need to verify your identity or authority before releasing sensitive information. We will respond within a reasonable period and explain any lawful reason for refusing or limiting access or correction.

16. Privacy concerns and complaints

If you believe your information has been mishandled, please contact us with details of your concern:

• BusinessMayon Disability Care and Community Services
• Emailadmin@mayoncare.com.au
• Phone0455 076 060

We will consider your concern, investigate as appropriate and respond within a reasonable timeframe.

If you remain dissatisfied, you may be able to complain to the Office of the Australian Information Commissioner (OAIC) at https://www.oaic.gov.au or 1300 363 992. Other relevant complaints or safeguarding channels may also be available depending on the issue and applicable provider requirements.

17. Third-party websites

Our website may link to external websites or platforms. Their operators may have separate privacy policies and practices. We encourage you to review those policies when providing information directly to them.

18. Changes to this policy

We may change this policy to reflect updates to our services, website, technology, operational practices or legal obligations. The latest version will be made available on our website with an updated date.

This policy may be updated from time to time. The current version is always the one published on this page.