Governance
Privacy Policy
This policy explains how we handle personal and health information. It is written to be readable, and our team can explain any part of it on request.
This policy is provided as general information about our privacy practices and is reviewed periodically. It is not legal advice.
Information we collect
We collect information needed to respond to enquiries and deliver services safely. This may include name and contact details, the reason for the enquiry, referral details, goals and support needs, funding arrangements, authorised contacts, and health or disability information relevant to support.
How we collect it
Information is collected directly from you where possible — through forms on this site, phone calls, meetings and service documentation. We may also receive information from referrers, family members, guardians or other providers where you or your decision maker has consented.
How we use it
- To respond to enquiries, referrals, tour requests and feedback
- To assess suitability and compatibility for a service
- To plan, deliver and review supports
- To meet quality, safeguarding and record-keeping obligations
- To communicate with authorised contacts and other providers, with consent
We do not sell personal information and we do not use it for unrelated marketing without consent.
Sensitive and health information
Health and disability information is sensitive. We collect only what is needed, share it on a need-to-know basis, and seek consent for disclosure unless we are required or permitted by law to act otherwise — for example where there is a serious risk to someone's life, health or safety.
Storage and security
Information submitted through this website is transmitted over an encrypted connection and stored in secure, access-controlled systems. Uploaded documents are held in a private storage area accessible only to authorised Solara staff. Access is limited by role, and records are retained only for as long as required by law and our obligations.
Website analytics and cookies
This site uses only the cookies and storage required for the website to function. If analytics are introduced in future, this policy will be updated to describe what is collected and how to opt out.
Access and correction
You can ask for access to the personal information we hold about you, and ask us to correct it if it is inaccurate or out of date. Contact us using the details below and we will explain the process and any verification we need.
Complaints
If you believe your privacy has been mishandled, please tell us through our feedback and complaints process. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner.
Contact us
Phone 0476 027 390 · Email info@solaralivingcare.com.au · 398 Ryrie Street, East Geelong VIC 3219