Privacy Policy
Effective date: 21 September 2026
1. About this policy
Clear Pathway Aged Care Navigation (“Clear Pathway”, “we”, “us” or “our”) respects your privacy. This policy explains how we collect, use, disclose, store and protect personal information when you visit our website, make an enquiry, book or receive a service. We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.
2. Information we may collect
We may collect your name, contact details, suburb or postcode, relationship to the person seeking support, booking and payment information, correspondence, service preferences and records needed to provide our services. Where relevant and with consent or other lawful authority, we may also collect sensitive information, including information about health, care needs, safety risks, assessments, approvals, budgets, service providers and support arrangements. Documents you choose to provide may include assessment outcomes, support plans, GP summaries, hospital discharge information or service agreements.
3. How we collect information
We collect information directly from you through website forms, bookings, email, telephone, video meetings, uploaded documents and service delivery. With appropriate authority, we may also receive information from a family member, representative, assessor, health professional, hospital, provider or government service. Our website may automatically collect limited technical information through cookies and analytics.
4. Why we collect and use information
We use information to respond to enquiries; decide whether our service is suitable; prepare for meetings or assessments; develop individualised plans; provide navigation, advocacy, provider research or implementation support; communicate with authorised people and organisations; arrange bookings and payments; maintain business and service records; improve our services; manage complaints; and meet legal, insurance, accounting or professional obligations.
5. Information about another person
If you provide information about another person, you confirm that you are authorised to do so or that another lawful basis applies. We may ask for evidence of consent or authority before discussing, obtaining or sharing that person’s information. We will involve the older person in decisions wherever appropriate and practicable.
6. Disclosure of information
We only disclose personal information when authorised, reasonably necessary for the agreed service, or required or permitted by law. This may include disclosure to an authorised family member or representative; an assessor; a healthcare professional; a hospital; an aged care or community service provider; an accountant, insurer or professional adviser; and technology, booking, document-storage, communication or payment providers that support our operations. Clear Pathway is independent and does not receive commissions or referral fees from service providers.
7. Digital services and overseas handling
We use third-party digital services to operate our website, bookings, communications, file storage and payments. Some providers may store or process information outside Australia. The countries involved may change according to a provider’s infrastructure. We take reasonable steps to choose reputable providers and manage access, but no internet transmission or storage system can be guaranteed to be completely secure. Please contact us if you would like more information about the providers relevant to your information.
8. Security
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, secure accounts, password protection, software updates, limited staff access and secure disposal practices. Please avoid sending unnecessary sensitive information through general website enquiry forms.
9. Retention and deletion
We retain personal information only for as long as reasonably required for service delivery, recordkeeping, legal, insurance, accounting and dispute-management purposes. When information is no longer required, we take reasonable steps to securely delete it or de-identify it, subject to applicable legal or professional requirements.
10. Access and correction
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to verify your identity or authority. In limited circumstances, access may be refused where permitted by law; if so, we will explain the reason where we are able to do so.
11. Privacy concerns and complaints
Please contact us first if you have a privacy question, concern or complaint. We will acknowledge your concern and aim to respond within a reasonable period. If you are not satisfied and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner at oaic.gov.au.
12. Cookies and website analytics
Our website may use essential cookies and analytics technologies to operate the site, understand usage and improve visitor experience. You can adjust cookie settings through your browser or any cookie controls made available on the website, although some features may not work as intended.
13. Changes and contact
We may update this policy when our services, systems or legal obligations change. The current version will be posted on this website with an updated effective date.
Clear Pathway Aged Care Navigation
Redcliffe Peninsula, Queensland
Email: georgia@clearpathwayagedcare.com.au
Phone: 0423 319 122