Privacy Policy

Last updated: 31 August 2026 · Silver Wren Supports Pty Ltd · ABN 98 701 299 005 · ACN 701 299 005

1. About this policy

Silver Wren Supports Pty Ltd (ABN 98 701 299 005, ACN 701 299 005) (we, us, our) is committed to protecting the privacy of the people we support, their families and carers, our workers and visitors to this website. This policy explains what personal information we collect, why we collect it, how we use and disclose it, and how you can access, correct or complain about our handling of it.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) set out in that Act. Where we handle health information we also observe the additional protections that apply to sensitive information.

2. The information we collect

The personal information we collect depends on your relationship with us. It may include:

• Contact and identity information — name, postal address, email address, telephone number, date of birth and emergency contacts.
• Support information — the supports you have asked for, goals, routines, preferences, service agreements, rosters, progress notes and incident records.
• Sensitive information, including health information — disability, medical conditions, medication routines, mobility and communication needs, allied health reports and risk assessments, where these are reasonably necessary for us to deliver support safely.
• Family, carer and representative details where a person is authorised to act or receive information on your behalf.
• Administrative information — correspondence with us, billing and payment records, feedback and complaints.
• Website information — the content of any enquiry you email us. This site is a static website; it does not run analytics, advertising or tracking scripts.

We collect sensitive information only with your consent, or where the collection is required or authorised by law, and only where it is reasonably necessary for our functions.

3. How we collect it

Wherever it is reasonable and practicable, we collect personal information directly from you — in conversation, in an enquiry email, on an intake or service agreement form, or during the delivery of support. We may also collect it from a family member, carer, guardian or nominee acting for you, or from a referring party such as a support coordinator, case manager, general practitioner or allied health professional, where you have agreed to that referral.

If you contact us through the enquiry form on our contact page, your message is sent as an ordinary email from your own email program to ceo@silverwrensupportstec.site. It is not stored by this website.

You may deal with us anonymously or under a pseudonym for general enquiries. If you ask us to provide support, we will usually need to know who you are in order to deliver it safely and lawfully.

4. Why we collect, hold, use and disclose it

We use personal information for the purposes for which it was collected and for directly related purposes you would reasonably expect, including to:

• assess an enquiry and determine whether we can provide the support you are seeking;
• plan, roster, deliver and review your supports safely;
• prepare service agreements, schedules, invoices and records;
• communicate with you, your family, carers or nominated representatives;
• coordinate with other providers and practitioners involved in your care, with your consent;
• manage feedback, incidents, complaints and quality improvement;
• train and supervise our workers; and
• meet our legal, insurance, funding, taxation and record-keeping obligations.

We do not sell personal information, and we do not use it for direct marketing.

5. Who we disclose it to

We may disclose personal information to:

• our support workers and administrative staff, on a need-to-know basis;
• family members, carers, guardians or nominees you have authorised;
• other service providers, allied health professionals and medical practitioners involved in your supports, with your consent;
• emergency services and treating practitioners where there is a serious and imminent threat to life, health or safety;
• our professional advisers, insurers, auditors and secure record-keeping or accounting service providers; and
• government agencies, funding bodies, regulators or courts where disclosure is required or authorised by Australian law.

We store personal information within Australia and do not routinely disclose it to overseas recipients. If that position changes, we will update this policy and, where required, seek your consent before any overseas disclosure.

6. Cookies and this website

This website is a set of static pages. It does not set cookies, does not use analytics or advertising services, and does not embed third-party trackers, fonts or scripts. Your browser may keep its own local cache of the pages you view; that is a function of your browser rather than of this site. Standard connection logs may be kept by our hosting provider for security and reliability purposes.

7. Data quality and security

We take reasonable steps to ensure the personal information we hold is accurate, up to date, complete, relevant and not misleading. Please tell us if your circumstances change so that we can keep our records correct.

We protect personal information with physical, technical and administrative safeguards — restricted access on a need-to-know basis, password protection and access controls on our systems, secure storage of any paper records, confidentiality obligations for our workers, and training in privacy practice. No method of storage or transmission is completely secure, but we take reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure.

8. How long we keep it

We keep personal information only for as long as it is needed for the purposes described in this policy, or for as long as we are required to keep it by law — including retention periods that apply to service, incident, insurance and financial records. When information is no longer required and we are not legally obliged to retain it, we destroy it securely or de-identify it.

9. Accessing and correcting your information

Under the Australian Privacy Principles you may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Email your request to ceo@silverwrensupportstec.site.

We will respond within a reasonable period, ordinarily within 30 days. We may need to verify your identity first. There is no charge for making a request; we may charge a reasonable, non-excessive fee for the cost of providing access in some circumstances, and we will tell you before any fee applies. If we refuse access or a correction, we will give you our reasons in writing and explain how to complain.

10. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first at ceo@silverwrensupportstec.site with the details of your concern. We will acknowledge your complaint, investigate it and give you a written response, ordinarily within 30 days.

11. Notifiable data breaches

If a data breach occurs that is likely to result in serious harm to any individual whose personal information is involved, we will assess the breach promptly, take steps to contain and remediate it, and notify the affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

12. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. The current version is always published on this page with the date it was last updated. Material changes affecting people we support will also be communicated directly.

13. Contact us

Privacy enquiries, access and correction requests and complaints should be addressed to the Privacy Officer, Silver Wren Supports Pty Ltd, at ceo@silverwrensupportstec.site. Our registered state is Victoria (VIC), postcode 3331, Australia.