Client Information Collection

1 Policy statement

CCNB Ltd must comply with all relevant Australian privacy legislation and is committed to protecting the privacy of the personal information and sensitive information which it collects and holds.

2 Collection and use of personal information

2.1 Types of personal information collected by CCNB.
CCNB collects information which is necessary to provide you with home and community-based care and support services, enable you to participate in research studies and to enable CCNB to manage and operate its business, including:
(a) your name, address and telephone number;
(b) date and country of birth;
(c) emergency contact details;
(d) relevant health history;
(e) family history including cultural and linguistic background;
(f) social history and relationships relevant to care;
(g) financial information including entitlement details, bank details and private health insurer details;
(h) health care identifiers, such as Medicare and government identifiers; and
(i) any other information necessary to assist in providing services to you.

2.2 How we collect personal information.
We will usually collect your personal information directly from you, however sometimes we may need to collect information about you from third parties, such as relatives and other health or support service providers.

2.3 How CCNB uses your personal information.
CCNB will use your personal information to:
(a) provide home and community-based care and support services and any ongoing related services to you;
(b) appropriately manage our business, such as assessing insurance requirements, conducting audits, and undertaking accreditation processes;
(c) assist us in running our home and community-based care and support services business, including quality assurance programs, billing, improving our services, implementing appropriate security measures, conducting research and training personnel; and
(d) effectively communicate with and engage third parties, including government agencies (such as the Federal Department of Social Services, Department of Human Services and Department of Health and the New South Wales Department of Family and Community Services) and other third parties involved in providing services to you.

2.4 Complete and accurate information.
If the personal information you provide us is incomplete or inaccurate, or you withhold personal information, we may not be able to provide the services or support to you are seeking, or deal with you effectively.

3 Disclosing your personal information

3.1 Personal Information.
We may provide your personal information to:
(a) third parties involved in your care, such as the community-based organisations that we work with, health professionals including your general practitioner, medical specialists, allied health practitioners or hospitals;
(b) government agencies, such as the Federal Department of Social Services, Department of Human Services and Department of Health and the New South Wales Department of Family and Community Services where an individual is receiving services with CCNB under arrangements with those agencies;
(c) government departments responsible for health, housing, aged care and disability where CCNB has a legal or contractual obligation to do so;
(d) relatives, close friends, guardians (unless CCNB has been told otherwise);
(e) third parties contracted to provide services to CCNB, such as entities contracted to provide direct care and support services, or assist in accreditation or survey processes;
(f) research institutions with which CCNB collaborates, such as universities but only where you have provided your written consent to participate;
(g) Medicare Australia;
(h) anyone authorised by you to receive your personal information (your consent may be express or implied);
(i) anyone CCNB is required by law to disclose your personal information to.

4 CCNB privacy policy

You can obtain a copy of CCNB’s privacy policy by contacting our Operation’s Manager on 1300 002 262 or by e-mailing
The privacy policy includes (amongst other things):
(a) information about the ways in which you can access your personal information and seek correction of any inaccurate personal information; and
(b) information about how you may complain about a breach of your privacy and how we will deal with such complaint.