Privacy Policy Hilda Care
Our Commitment to Your Privacy
Hilda Care (operated by Operational Health Care Services Pty Ltd, ABN 11 648 882 839) takes privacy seriously. This applies to every participant, family member, Support Coordinator, staff member, and contractor we work with.
All personal and health information is handled in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records Act 2001 (Vic), and the National Disability Insurance Scheme Act 2013 (Cth). As a registered NDIS provider, we also meet the NDIS Practice Standards set by the NDIS Quality and Safeguards Commission.
What Information We Collect
We collect only what is needed to deliver safe, effective NDIS supports. This includes:
- Identifying and contact information: name, date of birth, address, phone, email, and emergency contacts
- NDIS plan details participant number, plan dates, funded supports, and funding categories
- Health and disability information, diagnoses, support needs, allied health reports, and medication lists
- Financial information service agreement details and invoicing records
- Employment information, relevant details for staff and contractors we engage
How We Collect It
Most information comes directly from you or your nominated representative when you first make contact, when a service agreement is signed, or during the delivery of support.
We also collect from your Support Coordinator, treating practitioners such as GPs and allied health professionals, and with your consent, the NDIA through the myNDIS portal. Where relevant, we may reference publicly available sources such as the NDIS Commission Provider Register.
Why We Collect It
Your information is used to:
- Assess your support needs and confirm we are the right fit
- Prepare a Roster of Care and deliver your supports safely
- Meet our obligations under the NDIS Practice Standards as a registered provider
- Comply with incident reporting, restrictive practice reporting where applicable, and audit requirements
- Employ staff and engage contractors safely
- Communicate with you about your support, service agreement, and any changes to your plan
Who We May Share It With
Information is only shared where reasonably necessary. This may include:
- The NDIA and NDIS Quality and Safeguards Commission for plan management, incident reporting, and audits
- Your Support Coordinator and treating practitioners with your consent
- Hilda Care staff and contractors, only those involved in delivering your supports
- Third-party service providers such as IT and accounting partners, who are bound by confidentiality agreements
- Any party where disclosure is required by law, for example, a court order, or to prevent a serious risk of harm
We do not sell, rent, or trade your personal information.
How We Store and Protect Your Information
All personal and health information is stored in secure electronic systems, encrypted in transit and at rest, with role-based access controls and industry-standard cybersecurity protections.
Physical records are stored in locked premises and are only accessible to authorised personnel. We retain records for periods required under applicable privacy, taxation, employment, health records, and NDIS obligations.
Your Rights
You have the right to access the personal information we hold about you, request corrections if anything is inaccurate or out of date, withdraw consent for use or disclosure subject to our legal and safety obligations, and make a complaint if you believe your information has not been handled appropriately.
To make a request or raise a concern, contact us at info@hildacare.com.au or call 1300 440 777. We will respond within 30 days.
External Complaints Pathways
If you are not satisfied with our response, you can contact any of the following at any time:
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992 Â oaic.gov.au
NDIS Quality and Safeguards Commission
Phone: 1800 035 544 Â ndiscommission.gov.au/contact-us
Health Complaints Commissioner (Victoria)
Phone: 1300 582 113 Â hcc.vic.gov.au
Updates to This Policy
This policy is reviewed and updated as needed. The current version is always available at hildacare.com.au/privacy-policy/. Updated versions will be published on this page.
Contact Us
Hilda Care  Operational Health Care Services Pty Ltd  ABN 11 648 882 839
Level 32, 367 Collins Street, Melbourne VIC 3000
Phone: 1300 440 777
Email: info@hildacare.com.au
Website: hildacare.com.au