Privacy Policy

Complete Caring Pty Ltd
Effective date: 3 September 2026

Complete Caring Pty Ltd (ABN 88 933 051 699) (“Complete Caring”, “we”, “us”) provides disability and aged care services in Australia. This policy explains how we collect, use, store and disclose personal information in connection with the Complete Caring mobile app and our workforce management systems, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

The Complete Caring app is provided to registered Complete Caring employees and contractors only. It is not available to the general public and does not offer self-service sign-up.

1. Who can use the app (age requirement and children)

The Complete Caring app is intended solely for use by Complete Caring employees and contractors who are aged 18 years or over. Accounts are created by Complete Caring administrators by invitation; users cannot sign themselves up.

The app is not directed at children, is not designed or marketed for children, and contains no content intended for a child audience. We do not knowingly collect personal information from children through the app. If we become aware that we have collected personal information from a child through the app, we will delete it promptly.

Some of the people we support may be under 18. Information about clients, including children, is never collected from those clients through the app — it is entered by our workers and administrators as part of delivering care, and is handled under our organisation-wide privacy program and the safeguards described in this policy.

2. What information we collect

About our workers (app users)

• Identity and contact details — name, email address, phone number.
• Employment details — role, employment status, qualifications, and compliance documentation such as certifications, registrations and background checks, including their expiry dates.
• Payroll details — tax file number, bank account details and superannuation fund details, collected for the sole purpose of paying you.
• Availability, rosters and shifts — your submitted availability, the shifts assigned to you, and shift notes and activity records you or your coordinators create.
• Location information — your device location is used only while you are using the app to help you navigate to a shift address. We do not track your location in the background, and location permission is optional (navigation features will not work without it).
• Photos — photos you take or attach in the app for incident documentation. Camera and photo library access are used only when you choose to capture or attach a photo.
• Communications — messages sent through our work-related messaging channels (including WhatsApp groups linked to shifts) may be recorded against the relevant shift as shift notes or activity records.
• Device and technical information — device type, operating system, push notification tokens, app version, and diagnostic logs.

About our clients

Workers using the app can view information about the clients they support, such as names, addresses and planned care activities. Client personal information — including health and disability information, which is sensitive information under the Privacy Act — is collected and handled under our organisation-wide privacy program, used only for delivering and coordinating care, and made visible in the app strictly on a need-to-know basis for rostered workers.

Biometrics

If you enable the app-lock feature, Face ID / fingerprint verification is performed entirely on your device by Apple or Google. We never receive, store or have access to your biometric data.

3. How we use your information

We use personal information to:

• create and manage rosters and shift assignments;
• notify you about your shifts and roster changes;
• process pay, tax and superannuation;
• track compliance documentation required for you to work;
• record shift activities, progress notes and incidents, including for quality, safety and funding purposes;
• coordinate service delivery and communicate with you about your work;
• meet our legal and regulatory obligations, including under employment, taxation, superannuation, NDIS and aged care legislation; and
• maintain the security and proper operation of our systems.

We do not sell personal information, and we do not use it for third-party advertising. The app contains no advertising or analytics-for-marketing trackers.

4. Who we share information with

We disclose personal information only as needed to run our service, to the following categories of recipients:

• Payroll and accounting — Xero, to process pay, tax and superannuation.
• Messaging — WhatsApp (Meta Platforms) where work messaging is conducted through WhatsApp; messages you send there are also subject to WhatsApp’s own terms and privacy policy.
• Maps and navigation — Mapbox, to display maps and shift locations.
• Document signing — our electronic document signing provider, where you are asked to sign employment or compliance documents.
• Hosting and infrastructure — Cloudflare, which hosts our application services and data.
• App platform providers — Apple and Google, for app distribution and push notification delivery.
• Government bodies and regulators — where required by law (for example the ATO, the NDIS Quality and Safeguards Commission, or as required in connection with incident reporting obligations).

Overseas disclosure (APP 8): some of our service providers store or process data outside Australia, including in the United States. Where this occurs we take reasonable steps to ensure the information is handled consistently with the Australian Privacy Principles.

5. How we protect your information

• All data transmitted between the app and our servers is encrypted in transit (TLS, with TLS 1.3 enforced for our domains).
• Highly sensitive fields, such as payroll details, are encrypted at rest.
• Access to personal information is restricted by role — workers see only the information needed for their rostered shifts.
• The app supports biometric locking to protect information if your device is left unattended.

6. How long we keep information

We retain personal information only as long as needed for the purposes above and to meet legal obligations. Employment, payroll and tax records are retained for the minimum periods required by Australian law (generally 5–7 years), and care records for the periods required under NDIS and aged care record-keeping rules. Information no longer required is securely deleted or de-identified.

7. Access, correction and deletion

You may request access to, or correction of, the personal information we hold about you at any time by contacting our Privacy Officer (details below).

Account deletion: current and former workers may request deletion of their app account and associated personal information by emailing admin@completecaring.com.au with the subject “Account deletion request”, or by calling 0409 092 655. We will action the request within 30 days, except where we are legally required to retain particular records (for example payroll and care records), in which case we will tell you what must be kept and why.

8. Complaints

If you believe we have mishandled your personal information, please contact our Privacy Officer first. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

9. Changes to this policy

We may update this policy from time to time. The current version will always be available at this page, and material changes will be notified to workers through the app or by email.

10. Contact us

Privacy Officer
Complete Caring Pty Ltd
Email: admin@completecaring.com.au
Phone: 0409 092 655