Our Policies
At Care by Milli, our policies uphold the highest standards of care, safety, and accountability.
When we provide in-home care or Support at home services in Armadale and surrounding south-eastern suburbs, our policies guide our everyday practice and reflect our commitment to dignity, transparency, client rights, and continuous improvement. These frameworks ensure we meet all regulatory obligations while consistently delivering the quality of care our clients and families expect.
Privacy Policy - Protecting Your Personal Information
Purpose of Information Collection
The personal information we collect depends on your interaction with us. Generally, we collect, use and hold information for the purpose of:
- • Delivering safe, high-quality in-home care services
- • Developing and maintaining individualised care plans
- • Managing Home Care Package or private funding arrangements
- • Supporting workforce management, safety, and training
- • Meeting taxation, legal, compliance, and regulatory obligations
- • Reviewing and improving our services
- • Communicating with clients and families
Types of Information Collected
- We may collect personal and sensitive information relevant to care provision or employment, including:
- Contact and identification details
- Health and medical information
- Cultural background and preferences
- Religious beliefs
- Diversity information
- Employment and qualification records (for staff)
- Sensitive information is collected only where necessary and handled with strict confidentiality.
Use and Disclosure of Information
We use and disclose personal information:
- For the primary purpose for which it was collected
- For related purposes reasonably expected
- With consent
- Where required or authorised by law
Employees personal information may be used by Care by Milli in connection with an employee’s: work placement, performance appraisals; and identification of training needs.
Client information may be shared with approved service providers and care staff to ensure safe and appropriate service delivery.
Information may also be disclosed without consent where necessary to:
- Prevent or reduce a serious threat to health or safety
- Comply with legal obligations
- Assist law enforcement or regulatory investigations
We do not sell or provide personal information to third parties for marketing purposes.
How Information is Collected
Information is collected lawfully and fairly through:
- Direct communication (phone, email, written correspondence, in-person meetings)
- Care assessments and onboarding processes
- Employment processes
- Website interactions
- Service agreements and referrals
We only collect information necessary to deliver services or meet business and regulatory requirements.
Failure to provide information and/or inaccurate information
If the personal information a client provides is incomplete, not current or inaccurate, Care by Milli may be unable to provide the client with the care and services required.
Failure to provide complete and accurate information by an employee could also result in disciplinary actions and may result in a decision to terminate their employment contract.
Care by Milli tracks usage patterns on our website on an anonymous basis. Each time an individual accesses our website a web server makes a record of the visit.
Specifically, it records:
- The internet service provider;
- Date and time of your visit;
- Pages accessed and the documents downloaded;
- Search items entered; and
- Referring URLs (universal locators).
Our website may contain links to other websites. We are not responsible for the privacy practices of linked websites and any linked websites are not subject to our privacy policies and procedures.
Direct Marketing
Care by Miili may from time-to-time use information to market services directly to a client however will not provide or disclose client information to any third party for the purposes of direct marketing. In the event we use information about you for the purpose of direct marketing, we provide the client with a mechanism to ‘opt-out’. If a client chooses to ‘opt-out’ Care by Milli will not continue to use that client’s information for direct marketing purposes
Data Security & Storage
We store personal information securely in:
- Electronic systems (including secure cloud-based care management software)
- Restricted-access physical files
We implement electronic and physical safeguards to prevent misuse, loss, unauthorised access, modification, or disclosure.
Data Breaches
If we become aware of a data breach that is likely to result in serious harm, we will notify affected individuals in accordance with the Notifiable Data Breaches Scheme under the Privacy Act 1988.
Access & Corrections
Individuals may request access to or correction of their personal information in writing. We will respond within a reasonable timeframe. Access may be declined in limited circumstances prescribed by law, with written reasons provided.
Privacy Complaints
If you believe we have breached privacy legislation, you may contact our office to initiate our complaints process.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Telephone: 1300 363 992
Website: www.oaic.gov.au
Aged Care Code of Conduct
What the Code Requires
People who provide care, supports and services in the aged care sector must:
- Act with respect for people’s rights to freedom of expression, self-determination and decision-making.
- Treat people with dignity and respect and value diversity.
- Respect privacy.
- Provide care safely and competently.
- Act with integrity, honesty and transparency.
- Promptly raise and act on concerns affecting safety or quality.
- Provide care free from violence, discrimination, exploitation, neglect, abuse and sexual misconduct.
- Take reasonable steps to prevent and respond to harm
What You Can Expect
Under the Code, you can expect to:
- Be informed, listened to and involved in decisions
- Be treated with kindness and respect
- Have your privacy protected
- Receive safe and competent care
- Be free from harm
- Provide feedback or make a complaint without fear of retaliation
We ensure all employees and governing persons understand and comply with the Code through structured training and ongoing supervision.
Policy – Complaints Management Policy
Your Right to Speak Up
- We encourage and support clients, families, employees, and stakeholders to provide feedback — positive or negative — without fear of reprisal.
- Compliments and complaints help us improve. All feedback is treated seriously and managed in an open, transparent and respectful manner.
Our Commitment
- When a complaint is received, we will:
- Acknowledge the complaint promptly
- Treat the complainant with dignity and respect
- Protect privacy and confidentiality
- Explain the assessment and investigation process
- Provide clear timeframes for response
- Involve the complainant in resolution where appropriate
Complaints are recorded in our Feedback Register and may also inform our Continuous Improvement and Risk Registers.
Complainant Rights
A person making a complaint has the right to:
- Be free from disadvantage or retaliation
- Be heard and understood
- Involve an advocate
- Remain anonymous (where possible)
- Appeal to an external body if dissatisfied
External Complaints
Clients may contact the Aged Care Quality and Safety Commission directly if they are not satisfied with our response. We cooperate fully with external agencies including Health Ombudsman offices where applicable.
Staff Training
All employees receive training in:
- Responding professionally and respectfully to complaints
- Maintaining confidentiality
- Following formal complaint procedures
- Supporting culturally sensitive communication
We do not attempt to defend actions prematurely or make unauthorised commitments. If you would like to provide feedback, please use the Compliments and Complaints form below