Your information

Privacy policy

How we collect, use, protect and respond to questions about personal and health information.

Last updated: 27 September 2026

Who we are and how to contact us

Vital Care & Support Services is operated by Carla-Marie Howie (ABN 33 729 635 203), an independent disability support provider in Victoria. For privacy questions, access or correction requests, or complaints, email hello@vitalcaresupportservices.com.au or phone 0421 065 272.

Information we collect

When you enquire, we may collect your name, contact details, location, preferred communication method, the support you are seeking and information you choose to provide. If we agree to provide support, we may collect the information reasonably needed to plan, deliver and document that support safely, such as support preferences, goals, relevant health and disability information, emergency contacts, authorised representatives, incident records, funding or plan management details, service agreements, invoices and payments.

We generally collect information directly from you. With your authority, we may also receive relevant information from a representative, support coordinator, plan manager, other provider or health professional. You may enquire without identifying yourself where practical, but we will need relevant details to arrange and deliver support.

Why we use it

We use information to answer enquiries; assess whether we can safely provide the requested support; plan, deliver and record services; communicate with you and people you authorise; manage scheduling, billing and payments; respond to concerns and incidents; and meet legal, insurance and record-keeping obligations. We collect and use sensitive information, including health information, only where permitted by law and with consent when required.

When information may be shared

We may share information with your consent or authority, such as with your nominated representative, support coordinator, plan manager or other services involved in your support. We may also share what is reasonably needed with contractors who help us run the service under appropriate confidentiality and security arrangements, or where disclosure is required or permitted by law, including serious safety concerns and emergencies. We do not sell personal information.

Website and external services

This website does not provide an enquiry form or ask you to create an account. If you use an email or phone link, your chosen service and our communications provider will handle that communication. The site host may process technical information needed to deliver and secure the website, such as IP address and request data. Links to other organisations take you to their own websites and privacy practices.

Some website, email or business software services may process information outside Australia. The exact service and location can depend on the system used. Please ask us for current details before sending sensitive records. We will update this policy when our systems or disclosure practices change.

Storage and security

We take reasonable steps to protect information from unauthorised access, misuse, loss or disclosure. We restrict access to people who need the information for their work and use appropriate safeguards for paper and digital records. We retain records as required for service delivery and applicable law, and securely dispose of or de-identify information when it is no longer required, subject to legal retention obligations.

Access, correction and complaints

Contact us if you want to see or correct information we hold about you. We may ask you to verify your identity and will explain if a legal exception affects what we can provide. To raise a privacy concern, contact us using the details above and tell us what happened and the outcome you seek. We will consider it and respond within a reasonable time.

If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner about a matter within its jurisdiction. For Victorian health information, you may also contact the Health Complaints Commissioner.

Changes to this policy

We may update this policy as our services and systems change. The date at the top shows when we last updated it. You can ask us for a copy in another accessible format.