Privacy Policy

1. Our Commitment to Your Privacy

TIMELY HEALTH ASSIST (referred to as "THA", "we", "our", or "us") is an Adelaide-based healthcare workforce and care service provider operating across Australia. We understand the deeply sensitive nature of healthcare staffing, aged care assistance, and disability support.

We are committed to handling your personal information responsibly, ethically, and in strict accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), alongside relevant state health records legislation and NDIS Quality and Safeguards Commission requirements.

2. What Information We Collect

Depending on whether you are a client, an NDIS participant, a family member, a facility partner, or a job applicant, we may collect:

3. How We Collect Information

We collect personal information through lawful and fair means, primarily directly from you:

• When you submit an enquiry or service booking through our website or via telephone.
• During client intake assessments, service agreement discussions, and ongoing support reviews.
• When healthcare facilities request staffing rosters or locum coverage.
• When you submit an online employment application or resume through our careers portal.
• From authorized third parties, such as your Support Coordinator, Plan Manager, GP, or hospital discharge team, where you have provided explicit consent.

4. Why We Collect and Use Your Information

We use your personal and health information solely for purposes directly related to delivering dependable, safe, and person-centred services, including:

• Matching qualified healthcare professionals, nurses, and support workers to individual participant and client needs.
• Coordinating, scheduling, and delivering in-home care, aged care, and community participation services.
• Responding to critical shifts and urgent workforce requests for residential aged care facilities and hospitals through on-call coordination.
• Processing service billing, invoicing NDIS plan managers, and fulfilling contractual obligations.
• Complying with mandatory Australian reporting standards, clinical audits, and NDIS Quality and Safeguards Commission regulations.

We will never sell, rent, or trade your personal or health information to third parties for commercial or marketing purposes.

5. When We Disclose Information

We only disclose your information to external parties when necessary to deliver care or meet statutory obligations:

• Direct Care Workers: Assigned nurses or support staff receive only the information strictly necessary to provide safe, dignified care.
• Healthcare Partners: Hospitals, GPs, allied health providers, and emergency services involved in your care pathway.
• Regulatory & Government Bodies: The NDIS Quality and Safeguards Commission, the Department of Health and Aged Care, or law enforcement where mandated by Australian law.
• Contracted Service Providers: Secure IT hosting, audit, and billing software partners bound by strict confidentiality and privacy agreements.

6. Data Security & Storage

We implement comprehensive technical and organizational safeguards to protect your data from unauthorized access, modification, misuse, or accidental disclosure. These measures include:

7. Your Rights & Choices

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

• Access: Request a copy of the personal and health records THA holds about you.
• Correction: Ask us to update or amend any inaccurate, outdated, or incomplete information.
• Withdraw Consent: Choose to withdraw consent for specific disclosures, subject to ongoing care safety requirements.
• Anonymity: Where lawful and practicable, engage with us anonymously or via pseudonym for general enquiries.

8. Privacy Enquiries & Complaints Process

If you have any concerns regarding how your personal information has been handled, or believe there has been a privacy breach, please contact our Privacy Officer immediately. We will acknowledge your enquiry within 3 business days and provide a written investigation outcome within 30 days.

If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or telephone 1300 363 992, or to the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.