Data Collection Statement
Feedback and Complaints
Estia Health is committed to protecting your privacy and ensuring your feedback is managed respectfully and confidentially. We collect personal information through our feedback forms to help us understand, investigate and respond to your feedback – which may include compliments, concerns, suggestions, or complaints.
Why we collect this information
We collect personal information in connection with feedback so that we can:
- Acknowledge and respond to your feedback;
- Investigate complaints or concerns where appropriate;
- Recognise and reinforce positive experiences;
- Monitor, audit, and improve the quality, safety, and responsiveness of our services;
- Meet our obligations under the Aged Care Act 2024 (Cth), NDIS Act 2013, Privacy Act 1988 (Cth) and other applicable laws.
Your information may also be used for internal administrative functions, training, incident and complaint review, and broader quality improvement initiatives.
What information we collect
Depending on what you provide, we may collect:
- Your name and contact details (e.g. phone, email, address);
- Your relationship to the resident (if applicable);
- The details and nature of your feedback;
- Any supporting documentation you choose to include;
- Preferred contact method or outcome.
Some information you provide may be considered sensitive information under the Privacy Act, such as information about a person’s health, disability, cultural background, or allegations of misconduct. We will only collect and use such information where reasonably necessary to manage your feedback or where permitted or required by law.
You may also choose to remain anonymous. However, doing so may limit our ability to investigate your concern or provide you with a response.
Resident information
If you are submitting feedback or a complaint that includes personal or sensitive information about a resident (such as their medical history, health condition, or care arrangements), we will handle that information in accordance with Estia Health’s Privacy Policy and applicable privacy laws.
We collect this information to help us investigate and respond to concerns relating to the resident’s care, safety or wellbeing. This may include sharing the information with relevant Estia Health staff (such as clinical, care or quality personnel) or external health professionals involved in the resident’s care.
Where appropriate, and where it does not pose a risk to the resident or others, we may inform the resident (or their substitute decision-maker) about the concerns raised. If you have any confidentiality concerns, please raise these when submitting your feedback.
How your information is used and disclosed
We may use and disclose your personal information to:
- Relevant Estia Health staff (e.g. Residential Aged Care Manager, Clinical, Quality, or Customer Relations teams) involved in reviewing and responding to your feedback;
- Third-party providers engaged to assist in managing our operations (e.g. secure complaints platforms, consultants);
- Health practitioners, representatives or family members (where relevant to the resident’s care or where you are acting on someone’s behalf);
- Our legal or professional advisors (e.g. where a complaint raises legal or insurance matters);
- The Aged Care Quality and Safety Commission, NDIS Commission, or other authorities, where required or authorised by law.
Where your feedback informs our participation in a quality improvement initiative or accreditation process, we will only disclose identifiable information with your consent.
We do not use your personal information for direct marketing purposes.
If you provide a compliment that we would like to share publicly or internally (e.g. staff recognition, newsletters), we will seek your permission before using your name or identifying details.
Storage and retention of your information
Your information will be stored securely, whether collected electronically or in hard copy, and handled in accordance with Estia Health’s information security protocols and Privacy Policy.
Records relating to feedback and complaints will be retained for as long as necessary to fulfil their purpose and meet regulatory or legal obligations, including those under serious incident and complaint management requirements.
Further information
Our Privacy Policy, located on our website at https://www. estiahealth.com.au/privacy-policy, contains additional information about how we handle personal information, including:
- how you may seek access to or correction of personal information we hold about you; and
- how to make a complaint if you believe we have handled your personal information in a way that breaches our privacy obligations.
If you would like further information, please contact us by email at privacy@estiahealth.com.au or by mail at:
Attn: Chief Privacy Officer Estia Health
Level 9, 227 Elizabeth Street,
Sydney NSW 2000
Within the context of this Privacy Statement, references to “Estia Health”, “we”, “us” and “our” are references to entities in the Estia Health Group.
