Privacy Policy

1. Purpose of this Policy

  1. The purpose of this Privacy Policy is to let you know how Self Managed Support Pty Ltd t/as HomeMade Support (ABN 88 638 372 960) (“HomeMade”, “we”, “us” and “our”) handles information about you when you visit this Site or Platform, or register to become a User.
  2. HomeMade is a registered aged care provider that relies on technology and a Platform to deliver its services. HomeMade relies on using data and harnessing new technology to solve challenges faced by those accessing aged care support services.
  3. Protecting your privacy is very important to HomeMade. HomeMade is committed to maintaining the security of Personal Information for all that use the Site and Platform. HomeMade protects Personal Information as a priority and stores information on controlled servers protected by industry-standard cybersecurity technology.
  4. This Privacy Policy sets out how we comply with the requirements of the Privacy Act 1988 (Cth), including the Australian Privacy Principles, when it comes to handling Personal Information, including:
      1. how HomeMade collects and holds Personal Information;
      2. the purposes for which we collect and hold Personal Information;
      3. how we may use that Personal Information, and to whom we may disclose it;
      4. our limited disclosures of Personal Information to entities overseas;
      5. how you can gain access to your Personal Information and seek its correction;
      6. how you may inquire or make a complaint about our collection, handling, use or disclosure of your Personal Information; and
      7.  how that inquiry or complaint will be handled.
  5. Please note that as some of our Related Bodies Corporate may have different functions or specific legal requirements, they may have separate privacy policies (in which case, this Privacy Policy will not apply to those entities). You should check each time you interact with any of our companies which policy is applicable.

2. Definitions

2.1 The following definitions apply in this Privacy Policy:

  1. “Account” means a User’s account with HomeMade that enables access to and use of the Platform;
  2. “Affiliates” means HomeMade’s Related Bodies Corporate, joint ventures, or other companies under a common control;
  3. “Aged Care Laws” means the Aged Care Act 2024 (Cth), Aged Care Rules 2025 (Cth) and other associated legal instruments;
  4. “Artificial Intelligence”, or “AI”, refers to a tool that uses algorithmic or machine learning functionality to perform tasks that would ordinarily require a human to complete. This includes, but is not limited to, generative AI, machine learning, natural language processing and large language models;
  5. “Artificial Intelligence Tools”, or “AI Tools” refers to a digital tool that uses Artificial Intelligence;
  6. “Care Plan” means the care and services plan developed with HomeMade which includes the Services that Customers will receive and the timing of the provision of those Services.
  7. “Care Services” means the home care, aged care, health care or other care or associated services the provision of which are arranged through the Platform, through the Mable Platform or directly with a Service Provider, including any services incidental to those services (including travel).;
  8. “Coordinator” means independent coordinator, community partner or any other third party that provides coordination services for a Customer;
  9. “Corporations Act” means the Corporations Act 2001 (Cth), as amended from time to time;
  10. “Customer” means the person that is receiving services from HomeMade and is named as the Customer in the Part One – Key Terms section of their Customer Agreement;
  11. “Customer Agreement” means the service agreement between HomeMade and the Customer that sets out the obligations of the parties;
  12. “Department” means the Commonwealth Department of Health, Disability and Ageing or any other Commonwealth Department administering the Aged Care Laws;
  13. “Mable” refers to Mable Technologies Pty Ltd (ABN: 80 162 890 379), which is part of the same group of companies as HomeMade and is an Affiliate;
  14. “Mable Platform” means the Platform operated by Mable through mable.com.au;
  15. “Personal Information” is, broadly speaking, any information or opinion about a person, or otherwise relating to a person, where that person is identified or could reasonably be identified.
  16. “Policy” means this Privacy Policy as amended from time to time;
  17. “Privacy Act” means the Privacy Act 1988 (Cth), as amended from time to time;
  18. “Privacy Laws” means the Privacy Act, the Aged Care Act 2024 (Cth) and other applicable laws in Australia relating to data privacy.
  19. “Prospective Customer” means a person that has started, or is in the process of, creating a HomeMade Account to become a Customer;
  20. “Platform” means the online Platform provided by HomeMade to provide its services to Users;
  21. “User” means Account holders, including Customers, Representatives and Service Providers;
  22. “Related Bodies Corporate” has the meaning defined in the Corporations Act;
  23. “Representative” means a person that the Customer chooses to support them to navigate the Platform and/or arrange Support Services in a way that aligns with their needs, wants and preferences. This may include a family member or close friend;
  24. “Sensitive Information” is a special subset of Personal Information, and includes information about a person’s physical and mental health (including any injuries or disabilities they may have) and other information about things like their racial or ethnic background, religious beliefs, membership of a professional or trade association or a trade union, sexual orientation, and criminal record. In this Policy, references to “Personal Information” include sensitive information;
  25. “Site” means the HomeMade.com.au website including without limitation all subpages;
  26. “Support Plan” means the document developed by an aged care assessor following a Customer’s aged care assessment.
  27.  “Support Provider”, or “Service Provider”, means any person or organisation chosen by the Customer to provide Care Services;
  28.  “Service Provider Agreement” means the contract between HomeMade and the Service Provider that governs the relationship between HomeMade and the Service Provider;
  29.  “Substitute Decision Maker” means an individual who has been legally appointed to make decisions on a Customer’s behalf such as a Power of Attorney or Guardian;
  30.  “Supporter” means a person registered as a supporter of a Customer under Aged Care Laws;
  31.  “Visitor” means an individual that visits and browses the Site but does seek to create an Account;
  32. “you”, “your” means you, being the person using the HomeMade Site, and includes any person, family member, Representative or Substitute Decision Maker acting for you as your agent in connection with establishing your Account and your use of the Platform.

3. User consent

By providing us with Personal Information through our Site or Platform (including when you register yourself or another person as a User), you agree to the terms of this Policy on your own behalf or on behalf of the person whose information you are submitting, and you expressly consent to the collection, use and disclosure of that Personal Information in accordance with this Policy.

4. Types of information we collect

4.1 Who we collect information from

The information that HomeMade collects about you depends on how and why you access the Site or the Platform. We may collect Personal Information from:

  1. Visitors when they visit our Site; 
  2. Customers and Prospective Customers or their Representatives;
  3. Supporters registered with My Aged Care;
  4. Government departments and entities such as the Department through their ACAT assessments or information available on My Aged Care;
  5. Third party providers, including Service Providers; and
  6. Our Affiliates.

4.2 What information do we collect from you directly?

We collect Personal Information and anonymous data that you, or your Representative if you are a Customer, provide to us directly, including but not limited to, the information listed in below:

Customer

  • First and last name
  • Contact details (email, address and other)
  • Date of birth
  • Family, emergency and general practitioner contacts
  • Religion
  • Ethnicity and languages spoken
  • Care Services needed
  • Support Plan details
  • Health conditions, personal circumstances, activities, and interests
  • Information which verifies a Customer’s identity, such as medicare number, pension number, passport details or driver’s licence
  • Financial information
  • Package information (referral code, aged care ID)
  • Living circumstances, and pension details
  • Any additional Personal Information you provide to us, or you authorise us to collect, as part of your interaction with HomeMade

Representative/Coordinator/Supporter/Substitute Decision Maker

  • First and last name
  • Contact details (email, address and other)
  • Relationship with Customer
  • Substitute Decision Making documentation, such as an Enduring Power of Attorney (if any)
  • Any additional Personal Information you provide to us, or you authorise us to collect, as part of your interaction with HomeMade

Service Provider

  • Name
  • Contact details (email, physical address, and other)
  • Information which verifies your identity, such as passport details or driver licence and which verifies the credentials required for the services.
  • Work-related information, which may include personal and professional references, criminal history, work experience and details of relevant qualifications or certifications
  • Information about your employer or an organisation who you represent
  • Information about your employees or personnel that provide services on your behalf to our Customers
  • Any additional Personal Information you provide to us, or you authorise us to collect, as part of your interaction with HomeMade

Other

  • Personal Information that is similar to the information required or requested by HomeMade for Customers and Service Providers, as is required to facilitate your use of the Site or Platform.

Visitors

  • Personal Information you provide to us.

4.3 Sensitive Information

We may also collect Sensitive Information from our Customers and Service Providers (including health or genetic information, criminal history, racial or ethnic origin, religious beliefs) when they choose to provide information about themselves or someone else on whose behalf they are authorised to act, and (in the case of Customer) their care requirements.

4.4 Other ways we may collect Personal Information

  1. We collect information from you in our meetings and interactions with you, such as during the onboarding call, planning calls or review calls or through email.

  2. If you provide us with feedback or contact us via email or online form, we will collect your name and email address, as well as any other content included in the message, in order to send you a reply or otherwise action your feedback.

  3. When you upload content, including support notes and files, within our Site or Platform, the information contained in your posting will be stored on our servers, and other Users to whom you provide access will be able to see such messages and content.

  4. We also collect other types of Personal Information that you provide to us voluntarily and other requested information if you contact us via email regarding support for the Platform.

  5. We may also collect Personal Information at such other points in our Site and during your use of our Platform that state that Personal Information is being collected.

  6. Please note that you can choose not to provide us with certain information, but this may limit the features of the Site or Platform you are able to use or may mean that we are unable to provide services to you.

5. How we collect information about you

In most cases, HomeMade collects Personal Information about you, from you directly. We may also collect Personal Information about you in other ways, including in the ways outlined in this clause 5.

5.1 Information collected from others about you

  1. We may receive Personal Information from companies that assist HomeMade in providing the Platform, such as external suppliers who assist HomeMade to verify User identities.
  2. HomeMade may also receive Personal Information about Customers from:
      1. their Coordinator (if any);
      2. their Representative, Substitute Decision Maker or from another party that the Customer has nominated on their HomeMade Account;
      3. their Supporter;
      4. their general practitioner or any other healthcare provider;
      5. their emergency contact, local contact, financial advisor or any other authorised contact;
      6. their Service Providers;
      7.  government departments and entities such as the Department through their ACAT assessments or information available on My Aged Care; and
      8.  our Related Bodies Corporate.
  3. If you are a Service Provider on the Platform, we may collect publicly available information about you as well as information from other Users, including positive and negative feedback.  

5.2 Information collected via technology

  1. To make our Site and Platform more useful to you, our servers (which may be hosted by a third party service provider) collect information from you, including your browser type, operating system, Internet Protocol (IP) address, domain name, and/or a date/time stamp for your visit.
  2. Like many other website operators, we use cookies on our Site. Cookies are very small files which a website uses to identify you when you come back to the site, and which store details about your use of the site. Cookies are not malicious programs that access or damage your computer. We use cookies to improve the experience of Users and enable Users to access secure areas of our Site and Platform. You may choose to disable cookies by adjusting the privacy settings in your browser, but you may not be able to access some parts of our Site or Platform if you do so.
  3. We may also use or enable third party analytics services to track and analyse anonymous data from Users of our Site and Platform.
  4. We may also use AI Tools to infer Personal Information about a User where the AI Tool is being used for a purpose set out in Clause 6.1. For example, we may use a secure AI Tool to analyse support notes which may indicate a potential health and wellbeing concern for HomeMade to further investigate with a Customer.

5.3 Invitation emails

  1. Users and Visitors to our Site can invite other people to become HomeMade Users by requesting us to send invitation emails to them.
  2. When you provide someone else’s email address to us for the purposes of sending them an invitation email, you must first obtain the person’s consent and ensure they agree to receive an invitation email from us.
  3. We store the email addresses that are provided to us and, if they are provided by a User, we will associate those email addresses with such User’s Account.
  4. We will not use the email address for any other communication unless the person becomes a User of HomeMade.

5.4 Unsolicited information

Where we collect unsolicited Personal Information (being information provided to us without us having sought the information), we will only hold, use and disclose that information if we could otherwise do so had we collected it by the means described above. If that unsolicited Personal Information could not have been collected by the means described above, then we will destroy, permanently delete or de-identify the information as appropriate.

5.5 Information from Related Bodies Corporate

We may receive Personal Information from our Related Bodies Corporate. Where this occurs, the Personal Information will be stored and used in accordance with our obligations under the Privacy Act or in accordance with any consent that you provide.

Like any registered aged care provider using Mable, HomeMade may collect Personal Information about Customers from Mable. For more information about information sharing with Mable, refer to clause 7.1. Mable handles information in accordance with its own Privacy Policy, available on its own Site here.

5.6 Anonymous dealings with HomeMade

HomeMade will provide individuals with the option of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for HomeMade to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect Personal Information about you, you may be unable to utilise our services or participate in our programs or activities we manage or deliver.

6. Use of Personal Information

6.1 Purpose of collection and General use

The primary purpose of collecting Personal Information from Members is to:

Provide and facilitate Care Services to Customers

  1. Provide you with our Platform to use in connection with arranging safe home Care Services to Customers;
  2. To deliver the relevant HomeMade product selected by Customers, including delivering on the responsibilities allocated to HomeMade under its Customer Agreements;
  3. To enable and maintain the network of service providers on the Platform, including delivering on the responsibilities allocated to HomeMade under the Service Provider agreements;
  4. To enable Coordinators to facilitate Care Services for Customers where a Customer wishes to use a Coordinator for planning their Care Services, including delivering on responsibilities allocated to HomeMade in its agreements with Coordinators;
  5. To analyse and monitor health and wellbeing of Customers;
  6. Responding to health, wellbeing and safety risks;
  7. Responding to requests for information, complaints and other general inquiries;
  8. Managing, planning, advertising and administering services;
  9. Administering billing, payments and debt recovery;
  10. Planning, managing, monitoring and evaluating our services;
  11. Continuous improvement activities;
  12. To provide the Platform and other assistance you request;
  13. To provide support to Users, including by our Customer Support team and clinical support partners;

Deliver and improve the Platform

  1. To facilitate the creation of, and secure, your Account on our network;
  2. To maintain a network of verified Service Providers for Customers to choose from;
  3. Statistical analysis and reporting;
  4. To provide improved administration of our Site and Platform. This may include accounting functions, including management of invoices;
  5. In connection with an AI Tool where the tool is used to provide high quality, safe or compliant services to Customers;
  6. To improve the quality of experience when you interact with our Site and Platform;
  7. To tailor the features, performance and support of the Site or Platform to you;

Deliver safe and compliant solutions for Care Services at home

  1. To identify you as a User in our system;
  2. To comply with governance requirements required from HomeMade under the Aged Care Quality Standards, including training for staff or contractors, maintaining incident and complaint management systems and risk management;
  3. To review and verify information provided by you as part of the registration process and to approve you as a User.
  4. To verify your credentials and identity;
  5. To verify your compliance with your obligations in our Customer Agreement or other HomeMade agreement or policies;
  6. For trust and safety purposes such as responding to or addressing complaints, concerns, Platform usage moderation and other issues raised with us.

In order to make use of Personal Information in these ways, we may provide it to our third party contractors for their assistance, as set out in section 7.5 below. Some of these contractors may be located overseas, as set out in section 7.6.

6.2 Use of Personal Information in connection with Artificial Intelligence Tools

  1. As a technology-driven aged care solution, HomeMade wishes to safely harness the new opportunities presented by Artificial Intelligence to innovate the Platform and deliver cutting edge digital solutions for Customers.
  2. HomeMade may use Personal Information in AI Tools where the use of the AI Tool for a specific purpose complies with this Policy and Privacy Laws, or if you provide us with separate consent.

6.3 Direct Marketing

  1. HomeMade may use Personal Information for the purpose of sending you marketing and promotional information and materials about HomeMade services and the service offerings of Related Bodies Corporate.
  2. HomeMade may also use your Personal Information to direct tailored advertisements to you via those websites and platforms, social media platforms and search engines.
  3. If you wish to opt out of receiving direct marketing communications from HomeMade, please use the “unsubscribe” option (in the case of e-mail and SMS communications) or contact us directly using the details below at clause 14.
  4. If you wish to opt-out of receiving direct marketing communications from third party organisations to whom we have disclosed your Personal Information, you may make a separate request to that organisation.

7. Disclosure of your Personal Information

We may disclose your Personal Information as described below and as described elsewhere in this Policy.

7.1 Disclosure to Mable

  1. HomeMade may offer products that rely on the use of both HomeMade and Mable, such as fully managed or fully coordinated products. Where a product incorporates the use of Mable, this will be set out in the Customer Agreement. Where HomeMade delivers a product that requires HomeMade to access support workers on Mable on behalf of Customers, the Customer agrees for us to share their Personal Information with Mable for the purposes of delivering the Customer’s chosen product.
  2. For the other products, information sharing with Mable is optional depending on whether or not the Customer decides to use Mable to source support workers or otherwise consents to the sharing of information.

7.2 Disclosure to an Independent Coordinator or Community Partner (‘IC/CP’) under the Independent Coordinator/Community Partnerships product

HomeMade offers an IC/CP product to Customers. Under this model, Customers may engage with their Independent Coordinator or Community Partner who coordinates their Care Services on their behalf. HomeMade relies on sharing information with, and collecting information from, the Coordinator for the purposes of providing Care Services to the Customer. If the Customer is using the IC/CP product, the Customer agrees for us to share their Personal Information with the Coordinator for the purposes of fulfilling the Coordinator’s responsibilities.

7.3 Disclosure to other Users

  1. We may share your Personal Information with third parties to whom you ask us to send (or otherwise make available) that information, including other Users. This includes providing Personal Information to any individuals or users where you provide separate consent to share information with another person, for example, when consenting to share information with a Customer’s appointed Representative.
  2. HomeMade may be required to share Personal Information about Customers with other Users where required by law. HomeMade must share a Customer’s Care Plan with their Support Workers as a requirement under the Support at Home regulatory regime. When you provide your Care Plan to HomeMade, you consent to us sharing the Care Plan with your Support Workers or other Services Providers, as set out in the HomeMade Collection Notice.
  3. We may share Personal Information with third parties where a Customer has added those parties to their HomeMade Account and the Personal Information is relevant to their nominated role, such as when a Customer nominates a Supporter, a General Practitioner or an Emergency Contact.
  4. For Customers, we may disclose your Personal Information to Service Providers where they are connected to providing Care Services to you. For Service Providers, we may disclose your Personal Information to Customers to allow them to engage you to provide Care Services.
  5. Except as described in this clause 7, we do not disclose the Personal Information of any User to any other User.

7.4 External service providers and other third parties

  1. At times, HomeMade relies on external service providers to perform certain business operations.
  2. We may share your Personal Information with our other third party service providers to:
    1. provide you with services that we offer you through our Site or Platform;
    2. conduct quality assurance testing;
    3. facilitate creation of Accounts; and
    4. provide technical support.
  3. Examples of such third party service providers include companies that:
    1. review and verify information provided by Users seeking registration or services; and
    2. processing payments using Support at Home funding.
  4. We may also disclose your Personal Information to our external service providers and advisers (including our Affiliates) who have been engaged to provide us with legal, administrative, financial, accounting, auditing, insurance, research, marketing, business consulting, technology, support or other services. This includes providers who may assist with managing invoices, including data entry.
  5. In addition, we may disclose your Personal Information to:
    1. other external service providers, consultants, or business partners of ours who may work with us to improve or develop our Site and Platform, operate or develop our business, conduct surveys or seek feedback from you, conduct market and other research, or facilitate or collaborate with us in relation to promotions; and
    2. without limiting clause 7.4(e)(i) above, providers of consumer review websites or Platforms, to enable those providers to send you an invitation to leave a review of our Platform.
  6. We take reasonable steps to ensure these third party service providers, advisers, etc do not use your Personal Information other than for the purpose for which it was provided to them by HomeMade or as otherwise authorised under law.

7.5 Disclosure of Personal Information to overseas entities

    1. Before disclosing any Personal Information to an entity overseas, HomeMade takes steps to ensure that Personal Information is protected to a similar or higher level as in the HomeMade environment or expected under Australian Privacy Laws
    2. We may disclose your Personal Information to trusted third parties where the third-party is bound by confidentiality and privacy obligations under contract and the third-party is providing information technology or other services to us. This may include third parties that are located in the United States, the European Union, the Philippines, India or other countries.
    3. We may process data through servers that are located outside of Australia, such as in the European Union, which have similar, or more rigorous, Privacy Laws than Australia. In these instances, data is not stored overseas other than temporarily at rest and overseas entities cannot use or disclose any Personal Information about Users.
    4. Wherever possible, Personal Information remains on our servers, which are located in Australia, meaning that overseas entities are required to access that information via secure access to the Platform in Australia.
    5. We may outsource certain aspects of the functions described in clause 6.1 to our service providers located overseas, including for:
      1. monitoring and reviewing use of the Platform and Site to identify and prevent harmful or breaching use;
      2. reviewing Customer support calls;
      3. contact centre suite and communication; and
      4. social media management.
    6. By providing Personal Information to us, you consent to the transfer of that Personal Information to entities located outside Australia in accordance with this clause.
    7. When we disclose your Personal Information to overseas recipients, we will take proactive steps to require the protection of your Personal Information to the level that is required by the Privacy Act in Australia.

7.6 Affiliates and acquisitions

  1. We may share some or all of your Personal Information with and between Affiliates, in which case we will require our Affiliates to honour this Policy unless they have their own privacy policy (in which case, they will act in accordance with their own policy). This includes but is not limited to where you access or attempt to access services provided by our Related Bodies Corporate or agree to have your information shared.
  2. If another company acquires the shares in HomeMade, the business, or our assets, that company will possess the Personal Information collected by us and will assume the rights and obligations regarding your Personal Information as described in this Policy.

7.7 Other disclosures

Regardless of any choices you make regarding your Personal Information (as described in section 8 below), HomeMade may disclose Personal Information to third parties if it believes in good faith that such disclosure is necessary:

  1. in connection with any legal or regulatory investigation;
  2. to comply with relevant laws, or to respond to subpoenas or warrants served on us;
  3. to lessen or prevent a serious threat to the life, health or safety of an individual or to public safety;
  4. to investigate or assist in preventing any violation or potential violation of the law;
  5. where another “permitted general situation” or “permitted health situation” (as defined in the Privacy Act) applies; and/or
  6. where disclosure is reasonably necessary for a law enforcement related activity.

If you are a Customer requiring Care Services for yourself, you acknowledge that a Service Provider may use Personal Information about your emergency contact to get in touch with that person if necessary.

8. Storage and Security of your Personal Information

  1. HomeMade is committed to protecting the security of your Personal Information. We use a variety of industry-standard security technologies and procedures to help protect your Personal Information from unauthorised access, use, and disclosure.

  2. Any information which we hold about you is stored on secure servers that are protected in controlled facilities. We also require you to enter a password to access your Account information. Please do not disclose your Account password to anyone who you do not wish to access your Account. We will assume all activity taking place on your Account is either being conducted by you or is authorised by you.

  3. Please notify us immediately if you become aware of any actual or suspected unauthorised use of your Account, or any breach of security relating to your Account.

  4. No method of transmission over the Internet, or method of electronic storage, is 100% secure, so while HomeMade uses reasonable efforts to protect your Personal Information, we cannot guarantee its absolute security.

  5. In addition, our employees and contractors who provide services related to our information systems are obligated to respect the confidentiality and privacy of any Personal Information held by HomeMade.

  6. Where HomeMade receives any paper-based files, the files are converted into electronic form to store in our servers and the paper version of the document is destroyed via a confidential waste bin.

9. Access to your Personal Information

  1. You can request access to the Personal Information we hold about you by contacting us using the details below.

  2. We will generally allow you to access the Personal Information we hold about you if you request it, but we may refuse access or only provide partial access if we are permitted or required by law to do so.

  3. We will process requests for access to Personal Information within a reasonable time, and we may charge you reasonable costs associated with providing access (for example, to cover the costs of verifying the request and retrieving the information).

  4. If we refuse to provide you with access to your Personal Information, we will provide reasons for the refusal.

10.Correction of your Personal Information

  1. We take reasonable steps to ensure the Personal Information we hold about you is accurate, complete and up to date.

  2. Please let us know if you think any of the Personal Information we hold about you is incorrect, incomplete or out of date. You may also change or update your Personal Information by logging into your Account and editing your Account information.

  3. If you ask us to correct your Personal Information, we will take reasonable steps to validate and correct the Personal Information, or we will provide reasons for not doing so. If we do not correct your Personal Information, you may make a statement about the requested change and we will take reasonable steps to attach this to the Personal Information in question.

11. Data Retention and Deletion

  1. HomeMade takes steps to ensure that it only retains Personal Information that is necessary for the purposes of delivering its services.

  2. HomeMade may destroy information where it deems that holding Personal Information is no longer necessary, unless the information is subject to retention laws that require information to be held by HomeMade for a minimum retention period.

  3. When we delete any information, it will be deleted from the active database, but may remain in our archives. We may retain your information for fraud protection or similar purposes if this is permitted pursuant to an Australian law or court order.

  4. You may request deletion of your Personal Information by us, but please note that we may not delete it if we feel it is reasonable to keep the information (or choose to keep this information for a certain time, in which case we will comply with your deletion request only after we have fulfilled such requirements).

12. Complaints

  1. If you have any complaints about our dealings with your Personal Information, including any breaches by us of any Australian Privacy Principles, you are able to submit that complaint by contacting us using the details below. you will need to provide sufficient details regarding your complaint as well as any supporting evidence and information.

  2. Complaints will be referred for investigation by our Privacy Officer and a response will be provided to you within a reasonable time (usually no longer than 30 days). We may seek further information from you in order to provide you with a full and complete response.

  3. The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week.

  4. If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

  5. In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

  6. If you are not satisfied with the outcome of our investigation, you can contact us to raise your concerns, or you may wish to contact the Office of the Australian Information Commissioner (www.oaic.gov.au) by telephone on 1300 363 992, by email to enquiries@oaic.gov.au, or by post addressed to GPO Box 5218, Sydney NSW 2001.

13. Changes to this Privacy Policy

  1. We may update this Policy from time to time. We will post the updated Policy on our Site, so please check regularly for any updates. The updated Policy will take effect from the date of posting or as otherwise stated.

  2. Your continued use of our Site or Platform, or provision of further Personal Information to us after this Policy has been updated, will constitute your acceptance of the amended Policy.

14. Contact Information

  1. HomeMade welcomes your comments or questions regarding the Site, our Platform, or this Policy.

  2. The contact details for HomeMade are:
    HomeMade Privacy Officer
    Level 10, 255 Pitt St, Sydney NSW 2021
    Email: privacy@homemadesupport.com.au
    Phone: 1300 655 688

Version date: 12 November 2025

Call us on 1300 655 688 1300 655 688 or request a call back below

By submitting this form you agree for HomeMade to collect your personal information. HomeMade may store and use this information to contact you about our relevant services. You may opt-out at any time. For more information, please view our Privacy Policy.