Following is a summary of the Crows Nest Centre’s approach to privacy and client confidentiality.

If you have questions, require more detailed information or wish to make a complaint, please contact our Executive Officer on 02 9439 5122 or email

Information we collect

We only collect information from you required for the services we provide. We explain why we collect the information and what we use it for. Information collected can include:

  • contact details
  • family details
  • medical information and history
  • health care provider
  • assessments
  • case notes
  • Medicare/healthcare fund
  • financial information


All client information is kept confidential and only disclosed where necessary for the provision of services by the Crows Nest Centre or another approved provider, for government reporting purposes or to comply with aged care legislation.

The Ageing and Disability Client Handbook outlines our approach to maintaining privacy and confidentiality of client information. If you are a client receiving aged care or disability services, we give you a copy of the handbook when you commence with the Crows Nest Centre and whenever there is a substantive update.

Keeping your information secure

Client files are stored in secure cabinets and archived in our secure archives area. Electronic information on our server is backed up daily. Back-ups are stored off site.

We have additional safeguards in place and regularly test our security measures.

Our staff and volunteers receive ongoing training and information about privacy and confidentiality.

A comprehensive data breach response plan is in place in the unlikely event of a data breach.


Information on visitors to our website is collected using Google Analytics, a service used by websites around the world.

Google Analytics places small data files (cookies) on your computer or device to collect information about what pages you view, how you reach them and how long you remain on the page.

A cookie does not identify you personally, however it does identify computers. You can set your browser to notify you when you receive a cookie so you can accept or reject it.

We may also record your IP address to assist with any operational difficulties or support issues with our services. This information does not identify you personally.

For more information read our website Terms of use.

External sites

Our website contains links to other websites for a variety of purposes, including booking events, making donations and for services like catering and local accommodation.

We also provide links to external sites for further information, as well as to social media sites like Facebook.

We are not responsible for the privacy practices of other sites, so if linking to another site from our site, we recommend you read their privacy policy.

Requesting access to your information

As a client of the Crows Nest Centre, you have a right to read any personal information kept about you.

If you, or your authorised carer/family member, representative or advocate requests access to your information, we will respond within three working days and, subject to confirming your identity, arrange a viewing within 14 days.

If your personal information is inaccurate, you can ask us to update it. You can also make a complaint about our handling of your information. We aim to resolve requests and complaints within 14 days. If more time is required, we will advise the date we expect to respond.

In rare circumstances, access to records may be denied subject to the Grounds for Refusing Access specified in the Privacy Act (1988). In the unlikely event this situation arises, we will discuss it with you, or your authorised carer/family member, representative or advocate.