INTRODUCTION
This document sets out the privacy policy of Aged Care Fee Experts Pty Ltd (ACN 700 334 578) (referred to in this privacy policy as ‘we’, ‘us’, or ‘our’).
The Privacy Act 1988 (Cth) (Privacy Act) requires entities bound by the Australian Privacy Principles to have a privacy policy. We take our privacy obligations seriously and we’ve created this privacy policy to explain how we store, maintain, use and disclose personal information. We handle personal information in accordance with this privacy policy and, where applicable, the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
We are committed to preventing serious invasions of privacy and ensuring the protection of your personal information, so you can contact us using the details below if you have any questions or concerns.
By providing personal information (including sensitive information) to us, you consent to our storage, maintenance, use and disclosure of personal information in accordance with this privacy policy.
We may change this privacy policy from time to time by posting an updated copy on our website and we encourage you to check our website regularly to ensure that you are aware of our most current privacy policy.
TYPES OF PERSONAL INFORMATION WE COLLECT
The personal information we collect may include the following:
name;
mailing or street address;
email address;
relationship and representative details (for example, whether you are a client, family member, attorney, guardian, administrator or other authorised representative);
telephone number and other contact details;
identity and authority documents;
date of birth;
financial, income, asset and liability information, bank account information and bank statements, superannuation information and property information;
Services Australia customer reference numbers (CRNs) and aged care reference numbers;
aged care provider information, and aged care accommodation and fee information;
records of communications, instructions, reports, invoices and complaints;
website and technical information, such as your IP address, browser and device information, and cookies and analytics data;
sensitive information (such as health, care and capacity information) as set out below; and
any other information provided by you to us via our website or our online presence, or otherwise required by us or provided by you.
HOW PERSONAL INFORMATION IS COLLECTED
We will collect your personal information in a lawful and fair way. We will only collect your personal information where you have consented to it, or otherwise in accordance with the law.
How we collect information from you
We may collect personal information where you:
contact us through our website or contact form;
receive services from us, including through electronic service agreements and secure online intake and document collection;
submit any of our online enquiry or intake forms;
communicate with us via email, telephone, SMS, or video meetings (for example, Microsoft Teams) or otherwise;
interact with our website, services and content; and
provide information to us through our invoicing and payment records (for example, Xero).
How we collect information from third parties
Where possible, we collect your personal information directly from you. However, there may be occasions when we collect personal information (including sensitive information) about you from someone else, where authorised. For example, we may collect information from Services Australia, My Aged Care, aged care providers or your authorised representatives.
How you provide information for someone else
If you are providing personal and/or sensitive information on behalf of someone else, you must have lawful authority to do so and the consent of that person for their personal and/or sensitive information to be collected, used and disclosed in accordance with this privacy policy. This includes where you are a family member, attorney, guardian, administrator, Services Australia nominee or other authorised representative. We reserve the right to request evidence of this authority or consent.
We do not ordinarily collect personal information about children.
How we collect information from cookies
We may also collect personal information from you when you use or access our website. This may be done through use of web analytics tools, ‘cookies’ or other similar tracking technologies that allow us to track and analyse your website usage. Cookies are small files that store information on your computer, mobile phone or other device and enable and allow the creator of the cookie to identify when you visit different websites. If you do not wish information to be stored as a cookie, you can disable cookies in your web browser.
We use Google Analytics 4, implemented through Google tag (gtag.js), to collect and process website usage data. To find out more, see How Google uses data when you use our partners’ sites or apps. We do not currently use Meta Pixel, Hotjar or remarketing pixels.
USE OF YOUR PERSONAL INFORMATION
We collect and use personal information for the following primary purposes:
to respond to your enquiries and to provide our services and information to you, including aged care fee calculations, reports and summaries, and factual explanations;
to confirm your identity and authority, and to keep records and administer our business;
to assist with Services Australia forms, income and asset updates and correspondence, and to act as your correspondence nominee where you have authorised us and we have been officially appointed;
to prepare, review and check reports, calculations, summaries, forms, correspondence, client communications and other materials connected with our services;
to communicate with you, your family members and authorised representatives, and with Services Australia, My Aged Care, aged care providers and professional advisers where required;
to comply with our legal obligations, resolve disputes or enforce our agreements with third parties;
to send you administrative messages, reminders, notices, updates and other information requested by you, and to handle invoicing, payments and business administration; and
for website analytics and to improve our services.
We may also use your personal information for:
secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use;
such purposes where we reasonably believe that use of your personal information is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety, and it is unreasonable or impracticable to obtain your consent;
any other purpose for which we receive consent from you; or
any other purpose which is permitted or required under applicable privacy laws.
USE OF SOFTWARE AND AI TOOLS
We use software and digital tools to help us operate our business and provide our services. This may include specialist aged care fee calculation software, document preparation tools, secure intake and document collection tools, cloud storage, email, invoicing systems and other business administration tools.
Aged Care Steps is the primary software we use for aged care fee calculations.
Where we use AI tools, we do not intend to enter information that could reasonably identify a client, such as names, contact details, Services Australia customer reference numbers, identification documents, bank account numbers or copies of sensitive documents.
We may use de-identified financial figures or general scenario information with AI tools to assist with checking calculations or preparing information. Before doing so, we take reasonable steps to avoid including information that could reasonably identify you.
We do not rely on AI-generated material without review. Any AI-generated material used in connection with our services will be reviewed by ACFE before it is provided to you or used for a client matter.
HOW WE DISCLOSE YOUR PERSONAL INFORMATION
We respect your privacy, and we will take reasonable steps to keep your personal information confidential and protected. We may disclose your personal information to:
Services Australia, My Aged Care, aged care providers and Support at Home providers;
your authorised representatives, and any attorney, guardian or administrator, and accountants, lawyers, financial advisers and other professional advisers;
our insurers, and regulators or government authorities where required; or
any third parties you have consented personal information to be disclosed to.
We may also disclose personal information to third party contractors and service providers as required for us to provide our goods and services to you, such as cloud storage and collaboration providers, invoicing providers, electronic signing providers, secure intake and document collection providers, website and email hosting providers, analytics providers, specialist aged care fee calculation software providers, administration software providers and other IT service providers.
We take care to work with third parties who we believe maintain an acceptable standard of data security and, where appropriate, take steps to ensure they use your personal information only for the purposes for which we engage them.
We will not otherwise disclose your personal information unless:
you have consented to us disclosing your personal information for particular circumstances;
as needed in an emergency or in the investigation of suspected criminal activity;
we are required to disclose under a subpoena, court order or other mandatory reporting requirements;
we reasonably believe that disclosure of your information is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety, and it is unreasonable or impracticable to obtain your consent;
it is reasonably necessary for the establishment, exercise or defence of a legal claim; or
it is otherwise authorised or required by law.
STORAGE OF YOUR PERSONAL INFORMATION
We take reasonable steps to store personal information securely. Some of our service providers may store or process personal information outside Australia, or allow overseas personnel to access systems for support or administration. Where the Australian Privacy Principles apply, we take reasonable steps in relation to the overseas handling of personal information.
Our cloud service providers may operate overseas data centres or disaster recovery sites, or have personnel overseas who may access the personal information we hold to assist us with support or administration.
Google, which operates Google Analytics 4, may store and process data across multiple countries.
SENSITIVE INFORMATION
Collection of sensitive information
We may collect sensitive information about you during the course of providing our services, where it is relevant to your aged care circumstances. We will only collect this sensitive information where you consent to such collection and either directly provide us with this information or it is provided by an authorised representative or another third party where authorised. Financial information is treated by us as highly confidential, but it is not always ‘sensitive information’ under the Privacy Act.
Types of sensitive information we collect
The sensitive information and other high-risk information we collect may relate to your aged care circumstances, and may include:
aged care assessment information, care arrangements and support needs;
disability or medical information contained in relevant documents;
capacity-related information;
guardianship, administration or power of attorney documents;
nominee or representative authority documents (these documents may also contain sensitive information, such as health or capacity information); and
any other sensitive information provided by you or a third party to us via our website or platforms, or otherwise provided by you or a third party to us.
How we use your sensitive information
Your sensitive information will only be used for the purpose of:
providing you with our services;
complying with our legal obligations, resolving disputes or enforcing our agreements with you;
sending you messages, reminders, notices, updates, security alerts, and other information requested by you; or
any other purpose which is permitted or required under applicable privacy laws.
We do not intend to enter sensitive information that could reasonably identify you into AI tools. Where AI tools are used for general drafting, checking or administration, we take reasonable steps to avoid including identifiable sensitive information.
How we disclose your sensitive information
Your sensitive information will only be disclosed to third parties for the purpose of:
assisting you with our services, including Services Australia, My Aged Care and aged care provider processes, your authorised representatives, attorneys, guardians or administrators, and relevant professional advisers, in each case where authorised; or
any other purpose which is permitted or required under applicable privacy laws.
How you can withdraw consent
If you wish to withdraw your consent to our collection, use or disclosure of your sensitive information, please contact us using the contact details set out below. We will deal with all such requests within a reasonable timeframe.
MARKETING
We may send you marketing communications, including updates, newsletters, service information and other communications about our business, where permitted by the Spam Act 2003 (Cth) (Spam Act) and other applicable laws.
If we do, we may use email, SMS, social media or mail to send you direct marketing communications, in accordance with applicable laws.
Where consent is needed, we will ask you for your consent before sending you marketing communications, except where you:
have explicitly opted-in to receiving email marketing from us in the past; or
were given the option to opt-out of email marketing when you initially signed up for one of our platforms and you did not do so.
You can, at any time, opt out of receiving marketing materials from us by using the opt-out facility provided (e.g. an unsubscribe link on emails we send you) or by contacting us via the details provided at the end of this privacy policy. We will implement such a request as soon as possible, however, cannot guarantee that such a response will be immediate.
SECURITY
We take reasonable steps to ensure your personal information is secure and protected from misuse or unauthorised access. Our information technology systems are password protected, and we use a range of administrative and technical measures to protect these systems. However, we cannot guarantee the security of your personal information.
RETENTION
We will keep your personal information for as long as reasonably necessary to provide our services, maintain business records, meet legal, accounting, insurance and regulatory requirements, and manage complaints or disputes. When we no longer need it, we will take reasonable steps to destroy or de-identify it.
LINKS
Our website may contain links to other websites. Those links are provided for convenience and may not remain current or be maintained. We are not responsible for the privacy practices of those linked websites and we suggest you review the privacy policies of those websites before using them.
REQUESTING ACCESS OR CORRECTING YOUR PERSONAL INFORMATION
If you wish to request access to the personal information we hold about you, please contact us using the contact details set out below including your name and contact details. We may need to verify your identity before providing you with your personal information. In some cases, we may be unable to provide you with access to all your personal information and where this occurs, we will explain why. We will deal with all requests for access to personal information within a reasonable timeframe.
If you think that any personal information we hold about you is inaccurate, please contact us using the contact details set out below and we will take reasonable steps to ensure that it is corrected.
COMPLAINTS
If you wish to complain about how we handle your personal information held by us, please contact us using the details set out below including your name and contact details. We will investigate your complaint promptly and respond to you within a reasonable timeframe.
CONTACT US
For further information about our privacy policy or practices, or to access or correct your personal information, or make a complaint, please contact us using the details set out below:
Name: Leah Reed
Email: support@agedcarefeeexperts.com
Our privacy policy was last updated on 16 September 2026.