Privacy statement

Updated 15 October 2026

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The Virtual Care Collective is operated by Ryan Anthony Cooper, based in Cairns, Queensland, with virtual services across Australia. This statement explains how we handle personal information in website enquiries, care navigation, support coordination and provider consultancy.

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For privacy questions, access or correction requests, or complaints, contact Ryan at clinical@virtualcarecollective.com.au or 0459 173 805. You can request a copy of this statement or assistance to understand it.

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1. Initial enquiries

 

Our website enquiry form requires an email address and phone number. First and last names, enquiry type, service of interest, preferred language, subject and message are optional. We use these details to respond and discuss whether our services are suitable. Please keep your initial message brief. Do not include medical records, NDIS numbers, identity documents or another person’s sensitive information. Before records are shared, we agree an appropriate transfer method, scope, consent and authority.

 

You may make a general enquiry anonymously or using a pseudonym where practical. We may need your identity and contact details to provide a service, verify authority or meet legal requirements. Without necessary information, we may be unable to respond fully or provide the requested service.

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2. Information collected for services

 

Depending on the agreed service, information may include contact and identity details; relevant health, disability, functional and support needs; NDIS plan and funding information; goals and preferences; provider correspondence; service notes, reports, risk and safeguarding information; billing details; and evidence of a representative’s authority. We collect only information reasonably needed for the purpose. Sensitive information is collected with consent unless collection is otherwise required or permitted by law.

 

We usually collect information directly from you through enquiries, email, phone or agreed consultations and documents. With appropriate consent or lawful authority, we may receive relevant information from your representative, referrer, providers, plan manager or other authorised parties. A family member or support person does not automatically have authority to access your records or make decisions for you.

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3. Why we use information

 

We use relevant information to assess suitability, deliver and document agreed services, coordinate authorised parties, communicate practical next steps, manage safety, prepare reports and invoices, handle feedback and complaints, and meet professional and legal obligations. Consent can be limited or withdrawn by contacting Ryan. Withdrawal does not reverse earlier lawful handling and may affect the services we can continue to provide.

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4. When information may be shared

 

Information is shared only for an appropriate purpose and with consent or other lawful authority. Depending on the service, recipients may include your authorised representative, relevant health or disability providers, coordinators, plan managers, professional advisers, and technology providers supporting business administration. Relevant NDIS or statutory bodies, emergency services and other authorities may receive information where required or permitted by law, including to respond to a serious safety risk.

 

We limit sharing to information relevant to the purpose. Authority and sharing arrangements are discussed before a participant service or provider case review begins. A provider requesting a review must have appropriate authority to share participant information.

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5. Storage, Wix and Google Workspace

 

Client records, business email and administration are held electronically in business Gmail and Google Drive within Google Workspace Business. Wix operates this website and processes website enquiries and subscriptions. Website information may also be retained in Wix’s business tools.

 

These providers may store or process information outside Australia. Wix identifies the United States, Ireland, South Korea, Taiwan and Israel among its storage locations and may use other jurisdictions. Google and its approved subprocessors operate internationally, including the United States and European countries. Information is not guaranteed to remain in Australia.

 

Current provider information: Wix data storage disclosures; Google data processing terms; Google Workspace subprocessors and locations. Their processing depends on the services and arrangements involved; not every listed supplier receives every client’s information.

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6. Protection and retention

 

Our privacy approach requires reasonable safeguards proportionate to the sensitivity of the information, including limiting access and sharing to authorised purposes and protecting business accounts and devices. No online service or electronic transmission can be guaranteed risk-free. Contact Ryan before sending sensitive records so suitable arrangements can be agreed.

 

Information is retained for the service purpose and applicable health, professional, NDIS, tax, insurance and other legal record requirements. Records may need to be kept longer for a complaint, dispute or legal obligation. When information is no longer needed and retention is not required, reasonable steps will be taken to destroy it or de-identify it. A deletion request cannot override a lawful record-retention obligation.

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7. Digital translation, recording and AI

 

If you choose digital language assistance, third-party automated translation services may process agreed written information or live meeting speech to provide translated text, captions or spoken translations. Before use, we explain the proposed tool and service provider, the information involved, purpose, limitations, privacy arrangements and any overseas processing, and obtain your informed agreement. We limit information to the agreed purpose and minimise identifying details where practical. Ask about alternative communication options before sending sensitive records.

 

Automated translations can contain errors and are not certified translations. Important clinical meaning needs qualified language checking before it is used for treatment, medication or consent decisions. The original document remains the reference.

 

Live captions and translation are separate from recording a session. We do not currently record client sessions or retain full meeting transcripts. Any proposed recording, retained transcription or other AI processing beyond agreed translation requires a separate explanation of the purpose, information, provider and handling arrangements, appropriate consent or authority, and any necessary update to this statement. Consent to a consultation is not consent to recording or automated translation.

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8. Website cookies and subscriptions

 

Wix uses cookies and similar technologies for website functions, security, stability and platform performance. Technical information may include device and browser details, IP address and website interactions. You can manage cookies in your browser settings; disabling necessary cookies may affect website functions. See Wix’s cookie information. External websites linked here have their own privacy practices.

 

If you choose to subscribe to our newsletter, we use your email for those updates. You can unsubscribe using the message’s unsubscribe option or by contacting Ryan. Making a service enquiry does not itself mean you have agreed to receive a newsletter.

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9. Access and correction

 

You may request access to personal information we hold about you or ask for inaccurate, incomplete or out-of-date information to be corrected. Contact Ryan by email or phone and briefly describe your request. We will arrange proportionate identity and authority checks before disclosing records. Please do not send identity documents through the initial website form.

 

We aim to respond within 30 days and will explain if more time is needed. Access may be limited where the law permits, including to protect another person’s privacy. If a request is refused, we will explain the reason and available complaint options where required. Corrections to service records may be made by a dated amendment while preserving the original entry.

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10. Complaints and privacy incidents

 

If you are concerned about our handling of personal information, contact Ryan with the issue and the outcome you seek. We will review the concern, investigate as appropriate and aim to provide a written response within 30 days. If more time is needed, we will explain the next steps.

 

If the matter remains unresolved, you may contact the Office of the Australian Information Commissioner (OAIC). If a privacy incident occurs, we will take steps to contain and assess it, reduce harm, and notify affected people and the OAIC where the law requires.

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11. Changes to this statement

 

We will review this statement when services or information-handling practices change. The updated version and date will be available on this website. Specific collection notices, consent discussions and service agreements may provide further detail for your service.