Regency Care respects your privacy. This policy explains what personal information we collect, why we collect it, how we look after it, and how you can access or correct it.

Regency Care is operated by Kilgour Healthcare Pty Ltd (ABN 35 634 479 057), 8 Royal Street, Parkes NSW 2870. In this policy, “we”, “us” and “our” mean Regency Care.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), and, as a registered NDIS provider (registration number 4050117947), the NDIS Practice Standards.

This policy was last updated on 7 October 2026.

What we collect

We only collect information we need to help you find, fund, supply and maintain the right equipment. Depending on how you deal with us, this may include:

  • Contact details: your name, phone number, email address, postal address, suburb or postcode, and how and when you prefer us to contact you.
  • Health and disability information: your condition or needs, mobility, measurements, current equipment, assessment notes and reports from occupational therapists or other clinicians. This is sensitive information and we only collect it with your consent.
  • Funding details: your funding type (such as NDIS, aged care, DVA or insurance), NDIS participant number, plan management type, plan manager or support coordinator details, and approved quotes.
  • Details about people helping you: such as a family member, carer, OT or support coordinator who contacts us for you.
  • Payment and account details: invoices, payments and hire agreements. We do not store full card numbers on our website.
  • Website information: pages you visit, the device and browser you use, and how you found us (see Website, cookies and analytics).

You can deal with us without giving your name, for example when you ask a general question by phone. We will need your details to assess, quote, supply or hire equipment.

How we collect it and why we use it

We collect information directly from you wherever we can: through our website forms, by phone, by email, and in person at assessments and appointments. With your consent, we may also receive it from your OT, support coordinator, plan manager, family member or carer.

We use your information to:

  • respond to your enquiry and contact you the way you prefer
  • arrange and carry out assessments and equipment trials
  • prepare quotes, including quotes for NDIS, aged care, DVA or insurance approval
  • supply, hire, deliver, set up, service and repair your equipment
  • invoice you or your funding body and manage payments
  • meet our legal, insurance and NDIS obligations
  • improve our services and website

We will only send you marketing, such as newsletters, if you agree to it. Every marketing email has an unsubscribe link. We do not sell or rent your personal information.

Who we share it with

We only share your information when we need to, to provide our services, or when the law requires it. This may include:

  • your OT, clinician, support coordinator or plan manager, when you have asked them to work with us
  • the NDIA, aged care providers, DVA or insurers, to seek funding approval and payment
  • equipment manufacturers and suppliers, to order, fit, warranty or repair your equipment
  • delivery and service contractors working on our behalf
  • IT, hosting, email and software providers that store data for us
  • our accountants, auditors, insurers and legal advisers
  • regulators, such as the NDIS Quality and Safeguards Commission, where the law requires it

Anyone we share information with must keep it confidential and only use it for the purpose we gave it to them.

Overseas: our website is hosted in Australia. Some of our software providers, such as Google (website analytics) and our email marketing provider, may store data outside Australia, mainly in the United States. We take reasonable steps to make sure they protect it to Australian standards.

Website, cookies and analytics

When you use regencycare.com.au, we and our providers use cookies and similar tools to keep the site working and to understand how it is used. This includes Google Analytics, which tells us which pages are visited and how people find us. It does not tell us who you are.

When you submit a form on our website, your answers are emailed to our team and stored securely in our website system so enquiries are not missed.

You can block or delete cookies in your browser settings. Some parts of the site may not work properly if you do.

Our website links to other sites, such as manufacturers and the NDIS. We are not responsible for how those sites handle your information.

Storage, security and how long we keep it

We store information in secure electronic systems and, where we hold paper records, in locked storage. Access is limited to staff and contractors who need it for their work. We use password protection and secure, reputable providers.

We keep health records for at least 7 years after your last contact with us, as NSW health records law requires. If you were under 18 when we collected them, we keep them at least until you turn 25. After that, we securely destroy or de-identify them.

If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme.

Accessing or correcting your information, and complaints

You can ask to see the information we hold about you, or ask us to correct it. Contact our privacy officer. We will respond within 30 days. We may need to confirm your identity first. If we can’t give you access, we will tell you why in writing.

If you have a concern about how we have handled your information, contact our privacy officer first. We will look into it and respond within 30 days.

If you are not happy with our response, you can contact:

  • the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992
  • the NSW Information and Privacy Commission, for health records: ipc.nsw.gov.au, 1800 472 679
  • the NDIS Quality and Safeguards Commission, if you are an NDIS participant: ndiscommission.gov.au, 1800 035 544

Contact our privacy officer

Privacy Officer, Regency Care
8 Royal Street, Parkes NSW 2870
Phone: 1300 622 122
Email: hello@regencycare.com.au