Privacy Policy
This Privacy Policy describes how your personal information is collected, used and shared when you visit or submit information from our website.
Last updated: 2 September 2026
1. We respect your privacy
Vana Care respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This policy sets out how we collect and treat your personal information. Personal information is information we hold which is identifiable as being about you.
2. Collection of personal information
Vana Care will, from time to time, receive and store personal information you enter onto our website, provide to us directly or give to us in other forms. You may provide basic information such as your name, phone number, address and email address to enable us to send information, provide updates and process your enquiry or service request. We may collect additional information at other times, including but not limited to, when you provide feedback, provide information about your personal affairs, change your content or email preference, respond to surveys, provide NDIS plan details for a support quote, or communicate with our team.
3. How we collect your personal information
Vana Care collects personal information from you in a variety of ways, including when you interact with us electronically or in person, when you access our website and when we provide our services to you. We may receive personal information from third parties, such as a family member or support coordinator making an enquiry on your behalf. If we do, we will protect it as set out in this Privacy Policy. Information submitted through our Get Support and Careers forms is stored securely in our client and staff management system.
4. Use of your personal information
Vana Care may use personal information collected from you to provide you with information, updates and our services. We may also make you aware of new and additional products, services and opportunities available to you. We may use your personal information to improve our products and services and better understand your needs. Vana Care may contact you by a variety of measures including, but not limited to, telephone, email, SMS or mail.
5. Disclosure of your personal information
We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy. Personal information is only supplied to a third party when it is required for the delivery of our services. We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, during a legal proceeding or in response to a law enforcement agency request. Information that we collect may from time to time be stored, processed in or transferred between parties located in countries outside of Australia.
6. Security of your personal information
Vana Care is committed to ensuring that the information you provide to us is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
7. Access to your personal information
You may request details of personal information that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth). If you would like a copy of the information which we hold about you, or believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at hello@vanacare.com.au.
8. Complaints about privacy
If you have any complaints about our privacy practices, please send details of your complaint to hello@vanacare.com.au. We take complaints seriously and will respond shortly after receiving written notice of your complaint.
9. Changes to this policy
Please be aware that we may change this Privacy Policy in the future. We may modify this policy at any time, in our sole discretion, and all modifications will be effective immediately upon our posting of the modifications on our website. Please check back from time to time to review our Privacy Policy.
10. Website
We use Google Analytics by default to understand how people find and use the public website. Google Analytics may use first-party cookies and receive the page path, basic device and browser information, a general geographic area, limited campaign information and a small set of interaction events such as a Get Support button click or a completed referral step. Advertising storage, Google Signals and advertising personalisation are disabled.
We do not send Google Analytics names, phone numbers, email or street addresses, NDIS numbers, dates of birth, form answers, support needs, diagnoses, funding information, safety information, uploaded documents, application materials or free-text responses. Query strings are removed except for a restricted set of campaign tags used to understand how someone found the website.
You can turn analytics off or back on at any time using Analytics settings in the footer or the button below. Turning analytics off stops further collection and removes Vana Care Google Analytics cookies that the browser allows us to remove. The website and all enquiry forms work the same with analytics off.
Google may process analytics information outside Australia. Read Google's Privacy Policy for more detail about how Google handles data. Our site also links to websites that Vana Care does not own or control. Those sites have their own privacy practices.