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Privacy Policy

 

This Privacy Policy applies to RA (Holdings) 2014 Pty Limited (ABN 75 603 289 792) and its related bodies corporate listed in Appendix A (“RetireAustralia“, “we“, “our” or “us“).

RetireAustralia is the leading private owner, operator, and developer of retirement villages in Australia. We currently manage 29 retirement villages with over 4,419 villas and apartments across New South Wales, Queensland, and South Australia.

This Privacy Policy explains how we manage the personal information we hold about you. The way we handle your personal information is governed by the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (“APPs”) established under the Privacy Act.

“Personal Information” is information that identifies a person or from which a person can reasonably be identified. It includes information such as your name, address, date of birth, contact details and emergency contacts. If you receive aged care services, it may also include “sensitive information” such as your care records, medical history, treatment and advice you have been given by health professionals, and other information relevant to your care or the services we provide.

 

What kinds of personal information do we collect?

 

The types of personal information we may collect and retain include, but are not limited to:

  • your name and date of birth;
  • your postal, residential and email addresses (home and/or work);
  • landline and mobile telephone numbers and/or fax number;
  • relationship status;
  • property preferences (e.g. independent living apartment or care apartment);
  • any correspondence between you and us;
  • your social media posts; and
  • any other personal information provided to us when you make an inquiry, request information, respond to marketing or lodge a complaint.

If you are a prospective resident, resident or guest at any of our retirement villages or receive aged care services, we may also collect and retain personal information relating to:

  • contact and identification details of any third party that you have authorised to negotiate or provide your personal information on your behalf (including any family members or attorneys appointed by you under a power of attorney); and
  • contact and identification details of any third party that you have authorised to be your ‘emergency contact’.

If you are a prospective resident, resident or guest at any of our retirement villages or receive aged care services, we may also collect and retain sensitive personal information about you, including your health information. Sensitive personal information may include information about:

  • your doctor/s, allied health professionals and medical service providers;
  • health insurance details;
  • records of any illness, allergy, injury or disability and any treatment or medication that you have had, should be or are receiving;
  • your Medicare, National Disability Insurance Scheme and/or Age Pension details;
  • your banking or payment details (for example, for payment of fees associated with any services including maintenance or sinking fund contributions);
  • your expressed wishes about the future provision of health services to you; and
  • a health service provided, or to be provided, to you.

If you are an employee, contractor, business partner, service provider, job applicant or visitor at any site owned or operated by us, we or our third-party vendors may also collect and retain:

If you are an employee, contractor, business partner, service provider, job applicant or visitor at any site owned or operated by us, we or our third-party vendors may also collect and retain:

  • personal information provided when you commence a business relationship with us;
  • personal information provided when you seek employment with us or after you commence employment with us (for example, educational qualifications and information about your past work history);
  • personal information obtained from background screening providers (including credit checks) before you commence employment or enter into a business relationship with us;
  • banking, financial, tax and superannuation funds details (including your tax file number and ABN if applicable);
  • details of any allergies or dietary requirements you have or other medical conditions which you consider important for us to be aware of;
  • criminal record information obtained through our screening processes before you commence, or during the course of your employment or business relationship with us; and
  • Prior to commencing work with us as a contractor, we or our third-party vendors may gather and retain the following: (i) Certification of currency for Professional Indemnity insurance;
    • Certificate of currency for Workers’ Compensation insurance;
    • Proof of current National Criminal History Record Check/Police Check certificates for yourself and any other nursing staff who may conduct clinical assessments or provide clinical care to our clients;
    • Evidence of professional qualifications (including AHPRA registration); and
    • Confirmation of immunisation (including National Immunisation Program Schedule, relevant State immunisation programs and COVID-19 vaccinations).

 

How do we collect personal information?

 

We may collect your personal information in a variety of ways, for example:

  • directly from you, such as when you correspond with us in writing (such as by letters and emails), request information or contact us through our website or by email or telephone, subscribe to a newsletter, or downloadable guide, provided by RetireAustralia, provide your business card or other documents to us (such as application forms) or meet with us in person;
  • from third parties we deal with, such as relatives, powers of attorney, our professional advisers, contracted service providers (including our call centre), health care providers or any other organisation with whom we do business;
  • from third party websites we advertise on, such as contact forms on realestate.com.au and seniorshousingonline.com.au; and
  • from other companies within the RetireAustralia corporate group.

The Privacy Act imposes strict obligations on us regarding the handling of personal information. We will only collect, retain, use or disclose your personal information if:

  • you have expressly consented to us doing so;
  • the information is reasonably necessary for, or directly related to our business activities or functions;
  • we are permitted to do so under the APPs (for example, where the collection is necessary to lessen or prevent a serious threat to life, health or safety, or to provide a health service to you); or
  • we are required or authorised to do so by law.

 

If you provide us with personal information about another person, you must ensure that you are authorised to do so. You must also inform that person of who we are, that we will use and disclose their personal information in accordance with this Privacy Policy, and that they can gain access to that information in accordance with this Privacy Policy.

 

Why do we collect, hold, use, and disclose your personal information?

 

We may collect, hold, use, and disclose your personal information to provide you with the services and information you request, and to perform our functions and activities. If you do not provide us with the information we request, we may be unable to provide you with a service or maintain a relationship with you.

Without limitation, we may collect, hold, use, and disclose your personal information for the purposes of:

  • doing anything which you authorise or consent to us doing (including contacting you and the provision of accommodation or care services);
  • maintaining and updating our records;
  • providing access to our website;
  • responding to any queries or complaints;
  • the claims process for or in relation to any government funded care;
  • providing you with information about our organisation, services and activities via letters, emails, SMS and other village or organisation communication channels;
  • marketing and other communications, including requesting information from you about our organisation and services via surveys or polls;
  • taking any action we are required or authorised by law to take; and
  • any other purpose which relates to or arises out of requests made by you.

If you are a prospective resident, resident or guest at any of our retirement villages or receive aged care services, we may also collect, hold, use and disclose your personal information for the purposes of:

  • responding to requests and inquiries, including any requests for information;
  • processing an application for residency with us;
  • ensuring that you receive any requested or necessary health, medical or other service;
  • complying with any Australian law; or
  • managing and maintaining our retirement villages.

 

If you are an employee, contractor, business partner, service provider, job applicant or visitor at any site owned or operated by us, we also collect, hold, use, and disclose your personal information for the purposes of:

  • assessing your application for employment; and
  • administering and managing your employment, business or other professional relationship with us.

 

Who do we disclose your personal information to?

 

We may disclose your personal information to:

  • our employees;
  • other companies within the RetireAustralia corporate group;
  • health care professionals or other individuals (such as family members or carers), with your consent or where required or authorised by law;
  • any emergency contact;
  • your representative, for example, lawyer or attorney, as authorised by you;
  • our business partners and service providers, for example, IT and administrative service providers;
  • our professional advisers, such as insurers, accountants, auditors and lawyers;
  • government and regulatory authorities, including taxation authorities or the police, where required or authorised by law to disclose your personal information;
  • social media sites and organisations (such as Facebook) and other virtual communities and networks where people create, share or exchange information; and
  • other entities, with your consent (either express or implied).

From time to time, we may disclose your personal information to entities outside of Australia, including other companies within the RetireAustralia corporate group. These countries include New Zealand. We will take reasonable steps to ensure that any overseas entity to whom we disclose your personal information is carefully chosen and has policies, procedures, and systems in place to ensure your personal information is otherwise handled in accordance with the Privacy Act.

Where access to personal information is required by a medical practitioner who is not registered with the Australian Health Practitioner Regulation Agency and is located outside Australia, Information may only be transferred to that medical practitioner where a person’s consent has been provided, except where a person’s consent cannot be reasonably and practicably obtained.

 

Data Security

 

Dealing With RetireAustralia online

This Privacy Policy applies to your use of our website (www.retireaustralia.com.au) and any personal information you may provide to us via our website. 6.2 When you visit our website, we may collect certain information about your visit including the time and date of your visit, any information or documentation that you download, your IP address, your browser type, domain names, referring website address and internet protocol details of the device used to access the site and cookies. For more information about how we use cookies, please see our Cookie Policy.

Our website may contain links to other websites which are outside our control and are not covered by this Privacy Policy. If you access other websites using the links provided, the operators of these websites may collect information from you which will be handled in accordance with their privacy policy. If RetireAustralia has obtained your information directly from you and it is reasonable to assume that you expect us to do so, we will use your personal information to communicate with you directly for the purpose of promoting our villages and services. RetireAustralia will ensure to offer you a straightforward method to opt out of receiving direct marketing messages, and will promptly cease sending such communications upon your request.

 

Security of your personal information

We may hold your personal information in many ways, including in physical and electronic form. Your personal information is stored exclusively within Australia. The security of your personal information is important to us and we will take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification and disclosure.

We have implemented policies, procedures, and systems to keep your personal information secure and ensure our compliance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act and for any disclosure required under the Foreign Acquisitions And Takeovers Act 1975 (Cth).

We will take reasonable steps to encrypt when securely transfer, destroy and de-identify personal information when we no longer require the information, or we are no longer required by law to retain that information.

 

User Rights

 

Access and correction of information

In general, you may request access to the information that we hold about you at any time by either contacting your village manager (if you are a resident or guest) or by contacting us through various options listed in the “Contacting Us” section below. We will respond to your request for access within a reasonable time.

You may be required to demonstrate your eligibility to access the requested information, for example, by providing reasonable evidence of your identity. If we refuse to give you access to any personal information, we will provide you with reasons for our refusal and the relevant provisions of the Privacy Act we rely on to refuse access.

We may recover the reasonable costs of our response to a request for access to personal information.

We take reasonable steps to make sure that the information that we collect, use, or disclose is accurate, complete, up-to-date, complete, relevant, and not misleading. However, if you believe your information is incorrect, incomplete, or not current, you can request that we update this information by contacting your village manager (if you a resident or guest) or by contacting us through various options listed in the “Contacting Us” section below. We will respond within a reasonable period after the request is made. If we decide not to correct your personal information, we will provide you with reasons for our decision. You may request that we associate with the information a statement that the information is inaccurate, out-of-date, incomplete, irrelevant, or misleading.

 

Opt-Out

You retain the right to withdraw or opt out from having your personal information retained by RetireAustralia. You can reach out to RetireAustralia through various contact options listed in the “Contacting Us” section below. However, it’s important to note that opting out may result in a loss of communication or support from RetireAustralia that could otherwise be available to assist you.

 

Lodging a complaint

If you have a complaint about how we handled your personal information, you can either contact your village manager (if you are a resident or guest) or contact us using the contact details below. You may wish to consider putting your complaint to us in writing. This will help us understand your complaint and may assist you if you wish to take your complaint further (for example by going to the Australian Information Commissioner). We will acknowledge receipt of your complaint and endeavour to provide a response within a reasonable timeframe.

If you are not satisfied with how your complaint is handled by us, then you may lodge a formal complaint with the Office of the Australian Information Commissioner at:

 

Telephone: 1300 363 992

  • If calling from outside Australia including Norfolk Island, call +61 2 9284 9749
  • If you are deaf, or have a hearing or speech impairment, contact the Office of the Australian Information Commissioner through the National Relay Service:
    • TTY users’ phone 133 677 then ask for 1300 363 992
    • Speak and Listen users phone 1300 555 727 then ask for 1330 363 992
    • Internet relay users connect to the National Relay Service then ask for 1300 363 992

Post:  Office of the Australian Information Commissioner
GPO Box 5218, SYDNEY NSW 2001
Fax:  +61 2 9284 9666
Email:  [email protected]

 

Contacting Us

 

If you wish to contact us regarding our handling of your personal information or any of the matters covered in this Privacy Policy, please either contact your village manager (if you are a resident or guest of one of our retirement villages) or contact us:

  • By Post: GPO Box 5254, Brisbane QLD 4001
  • By Email: [email protected]
  • By Phone: 07 3011 7700

RetireAustralia welcomes your comments regarding this Privacy Policy.

 

Changes to the Privacy Policy

 

RetireAustralia reserves the right to amend this Privacy Policy from time to time. In the event that we amend this Privacy Policy, the amended version will be posted on our website https://retireaustralia.com.au/privacy-policy/ and will be effective from the date of posting.

This Privacy Policy was last updated in June 2024.

 

Appendix A: Related Bodies Corporate

 

30 Andrew Avenue Pty Ltd¹
Aberdeen (N.S.W.) Pty Limited
Barton Vale Pty Limited
Bartonvale Consolidated Pty Limited
Bartonvale Holdings (SA) Pty Limited
Bartonvale Lodge Pty Limited
Boambee Gardens – Coffs Harbour Pty Limited
Boambee Gardens Estate Partnership
Carlyle Gardens Retirement Village Bargara Pty Limited
Coull Trust
Drayton Villas Pty Limited
Errol Investments Pty Limited
Forresters Beach Partnership
Forresters Beach Partnership
Gannon Consolidated Pty Limited
Gannon Estates Pty Limited
Gannon Holdings (SA) Pty Limited
Gannon Retirement Services Pty Limited
Gannon Retirement Trust
Glengara Unit Trust
Glengara Village Pty Limited
Glengowrie Estate Pty Limited
Glengowrie Estate Unit Trust
Hatway Holdings Pty Limited²
Krogate Management Pty Limited
Laurels Estate Partnership
Lifestyle Care Services Pty Limited
Lifestyle Consolidated Pty Limited
Lifestyle Holdings (NSW) Pty Limited
Lifestyle Management Services Pty Limited
Lifestyle Property Services Pty Limited
Lincoln Grove Estate Partnership
Lincoln Grove Estate Pty Limited
Manor Group Consolidated Pty Limited¹
Manor Group Holdings (QLD) Pty Limited¹
Murray Gardens Estate Unit Trust
Murray Gardens Retirement Estate Pty Limited
Noyea Operations Pty Limited
Noyea Pty Limited
Palm Gardens Consolidated Pty Limited
Palm Gardens Holdings (SA) Pty Limited
Quantivale Pty Limited
RA (Holdings) 2014 Pty Limited
RA 2014 Pty Limited
Retire Australia (Ashgrove) Pty Ltd
Retire Australia (Burleigh) Pty Ltd
Retire Australia (Lutwyche) Pty Ltd
Retire Australia (Palm Gardens) Pty Limited
Retire Australia (Palm Gardens) Unit Trust
Retire Australia (Palm Gardens) Unit Trust No.2
Retire Australia (Tarragindi) Pty Ltd
Retire Australia (Yeronga) Pty Ltd
Retire Australia Care and Services Pty Ltd
Retire Australia Finance Pty Ltd
Retire Australia Management No. 2 Pty Limited
Retire Australia Management Pty Limited
Retire Australia Sales (QLD) Pty Limited
Retire Australia Tarragindi Trust²
Retire Australia Unit Trust No. 3
Retire Australia Unit Trust No. 4
Retire Australia Unit Trust No. 5
Retire Australia Unit Trust No. 6
Retire Australia Unit Trust No. 7
Retire Australia Unit Trust No. 8
Retire Australia Unit Trust No. 9
Retire Australia Unit Trust No. 10
Retire Australia Unit Trust No. 11
Retire Australia Unit Trust No. 12
RetireAustralia (Lane Cove) Pty Ltd
Riverina Gums Estate Pty Limited
Riverina Gums Settlement
Scarborough Estate Trust
Scarborough Mews Estate Pty Limited
Spring Grove Estate Pty Limited
Spring Grove Partnership
Stevens Holdings Trust
Stevens Nominees (Sydney) Trust
Tarragal Glen Retirement Village II Pty Limited
Tarragal Glen Retirement Village III Pty Limited
Tarragal Glen Retirement Village Pty
Tea Tree Gardens Holdings Pty Limited
The Glen Group (NSW) Pty Limited
The Manor Group Pty Limited
Tincture Press Pty Limited
Torrens Grove Partnership
Ultimate Staff Suppliers Pty Limited
Wellington Manor Pty Limited¹
Wood Glen Retirement Village Pty Limited
Wytown Trust
Yeronga Heart Pty Ltd²

(1) Entity is part of a joint venture partnership with less than 100% ownership by RetireAustralia corporate group.
(2)  No equity held in this entity, but all beneficial rights are attributable to the RetireAustralia corporate group.