Welcome and thank you for using Central Care!
When you use Central Care, you trust us with your information. We are committed to keeping that trust. That starts with helping you understand our privacy practices that inform the way we interact with your data.
This privacy policy describes the information we collect, how it is used and shared, and your choices regarding this information.
Last modified: 12 October 2022
Effective date: 12 October 2022
Summary:
This policy applies to users of Central Care’s services, including users of Central Care’s apps, websites, features or other services.
This policy describes how Central Care and its affiliates collect and use personal information to provide our services. This policy applies to all users of our apps, websites, features or other service. This policy specifically applies to:
• Care recipients: users who request or receive care and support services and products.
• Care / Service providers: users who provide care and support services and products.
This policy also applies to those who provide information to Central Care in connection with an application to use our services, or whose information Central Care otherwise receives in connection with its services (such as the contact information of individuals associated with care provider partners).
All those subject to this policy are referred to as “users” for purposes of this policy.
“We”, “our” and “us” refers to Central Care.
The practices described in this policy are subject to applicable laws in the places in which we operate. This means that we only engage in the practices described in this policy in a particular country or region if permitted under the laws of those places. country or region.
Summary:
Central Care Australia is the data controller for your information. We process personal information inside and outside of Australia.
The data controller for the information you provide or that is collected by Central Care or its affiliates is:
Central Care Australia
184 Rathdowne St
Carlton, Victoria, 3053
Questions, comments and complaints about Central Care’s data practices can be submitted to Central Care’s data protection office through here.
We process personal information inside and outside of Australia. Central Care transfers information of users outside Australia on the basis of mechanisms approved under applicable laws.
Summary:
Central Care collects:
• Information that you provide to Central Care, such as when you create your Central Care account.
• Information created when you use our services, such as location, usage and device information.
The following information is collected by or on behalf of Central Care:
This may include:
• User profile: We collect information when you create or update your Central Care account. This may include your name, email, phone number, login name and password, address, payment or banking information (including related payment verification information), government identification numbers, date of birth, photo and signature. This also includes the preferences and settings that you enable for your Central Care account.
• Demographic data: We may collect demographic information about you, including through user surveys.
• User content: We may collect information that you submit when you contact Central Care customer support, provide ratings or compliments for other users, or otherwise contact Central Care.
This may include:
Location information
• Depending on the Central Care services that you use, and your app settings or device permissions, we may collect your precise or approximate location information as determined through data such as GPS, IP address and WiFi.
• Users may use the Central Care app without enabling Central Care to collect their location information. However, this may affect the functionality available on your Central Care app.
Transaction information
• We collect transaction details related to your use of our services, including the type of services you requested or provided, your order details, delivery information, date and time the service was provided, amount charged, and payment method. Additionally, if someone uses your promo code, we may associate your name with that person.
Usage information
• We collect information about how you interact with our services. This includes information such as access dates and times, app features or pages viewed, app crashes and other system activity, type of browser and third-party sites or service you were using before interacting with our services. In some cases, we collect this information through cookies, pixel tags, and similar technologies that create and maintain unique identifiers.
Device information
• We may collect information about the devices you use to access our services, including the hardware models, device IP address, operating systems and versions, software, file names and versions, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion information, and mobile network information.
Communications data
• We enable users to communicate with each other and Central Care through the Central Care apps, websites and other services. To provide this service, Central Care receives some information regarding the calls or texts, including the date and time of the call/text, and the content of the communications. Central Care may also use this information for customer support services (including to resolve disputes between users), for safety and security purposes, to improve our products and services and for analytics.
This may include:
• User feedback, such as ratings or compliments.
• Users providing your information in connection with referral programmes.
• Users requesting services for or on your behalf.
• Users or others providing information in connection with claims or disputes.
• Central Care business partners through which you create or access your Central Care account, such as payment providers, social media services, or apps or websites who use Central Care’s APIs or whose API Central Care uses.
• Financial services providers (if you are a care provider partner).
• Publicly available sources.
• Marketing service providers.
Central Care may combine the information collected from these sources with other information in its possession.
Summary:
Central Care collects and uses information to enable reliable and convenient care services.
We also use the information we collect:
• To enhance the safety and security of our users and services.
• For customer support.
• For research and development.
• To enable communications to or between users.
• To provide promotions or contests.
• In connection with legal proceedings.
Central Care does not sell or share your personal information to third parties for third party direct marketing purposes.
Central Care uses the information it collects for purposes including:
Central Care uses the information we collect to provide, personalize, maintain and improve our products and services. This includes using the information to:
• Create and update your account.
• Verify your identity.
• Enable care services.
• Process or facilitate payments for those services.
• To track the progress of your care service provider.
• Enable features that allow you to share information with other people, such as when you submit a review on a service provider, refer a friend to Central Care, or share your ETA.
• Enable features to personalise your Central Care account, such as creating bookmarks for your favourite service providers, and to enable quick access to previous service providers.
• Enable Accessibility features that make it easier for users with disabilities to use our services.
• Perform internal operations necessary to provide our services, including to troubleshoot software bugs and operational problems, to conduct data analysis, testing, and research, and to monitor and analyse usage and activity trends.
We use your data to help maintain the safety, security and integrity of our services and users. This includes, for example:
• Using device, location, profile, usage and other information to prevent, detect, and combat fraud or unsafe activities. This includes processing of such information, in certain countries, to identify practices or patterns that indicate fraud or risk of safety incidents.
• Using user ratings to encourage improvement by affected users, and as grounds for deactivating users with ratings below a certain minimum as may be required in their region. Calculation and deactivation may be done through an automated decision-making process.
Central Care uses the information we collect (including recordings of customer support calls after notice to you and with your consent) to assist you when you contact our customer support services, including to:
• Direct your questions to the appropriate customer support person.
• Investigate and address your concerns.
• Monitor and improve our customer support responses.
We may use the information we collect for testing, research, analysis and product development. This allows us to improve and enhance the safety and security of our services, develop new features and products.
Central Care uses the information we collect to enable communications between our users. For example, a care provider may text or call a care recipient to confirm an address.
Central Care may use the information we collect to communicate with you about products, services, promotions, studies, surveys, news, updates and events.
Central Care may also use the information to promote and process contests and sweepstakes, fulfil any related awards, and serve you relevant ads and content about our services and those of our business partners. You may receive some of these communications based on your profile as a Central Care user.
We may use the information we collect to investigate or address claims or disputes relating to your use of Central Care’s services, or as otherwise allowed by applicable law, or as requested by regulators, government entities and official inquiries.
Summary:
Central Care and its partners use cookies and other identification technologies on our apps, websites, emails and online ads for purposes described in this policy.
Cookies are small text files that are stored on your browser or device by websites, apps, online media and advertisements. Central Care uses cookies and similar technologies for purposes such as:
• Authenticating users.
• Remembering user preferences and settings.
• Determining the popularity of content.
• Delivering and measuring the effectiveness of advertising campaigns.
• Analysing site traffic and trends, and generally understanding the online behaviours and interests of people who interact with our services.
We may also allow others to provide audience measurement and analytics services for us, to serve advertisements on our behalf across the Internet, and to track and report on the performance of those advertisements. These entities may use cookies, web beacons, SDKs and other technologies to identify your device when you visit our site and use our services, as well as when you visit other online sites and services.
Summary:
Some of Central Care’s products, services and features require that we share information with other users, service providers or at your request. We may also share your information with our affiliates, subsidiaries and business partners, for legal reasons or in connection with claims or disputes.
Central Care may share the information we collect:
A. With other users
For example, if you are a care recipient, we may share your name and address with the service providers that you engage via Central Care.
B. With the general public when you submit content to a public forum
We love hearing from our users — including through public forums such as Central Care blogs, social media and certain features on our network. When you communicate with us through those channels, your communications may be viewable by the public.
C. With Central Care’s service providers and business partners
Central Care may provide information to its vendors, consultants, marketing partners, research firms and other service providers or business partners. This may include, for example:
• Payment processors and facilitators.
• Background check providers (service providers only).
• Cloud storage providers.
• Marketing partners and marketing platform providers.
• Data analytics providers.
• Research partners, including those performing surveys or research projects in partnership with Central Care or on Central Care’s behalf.
• Consultants, lawyers, accountants and other professional service providers.
D. For legal reasons or in the event of a dispute
Central Care may share your information if we believe it is required by applicable law, regulation, operating agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns.
This includes sharing your information with law enforcement officials, government authorities, or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies, to protect Central Care’s rights or property or the rights, safety or property of others, or in the event of a claim or dispute relating to your use of our services.
This also includes sharing your information with others in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.
E. With your consent
Central Care may share your information other than as described in this policy if we notify you and you consent to the sharing.
Summary:
Central Care retains user profile and other information for as long as you maintain your Central Care account.
Users may request deletion of their accounts at any time. Following such request, Central Care deletes the information that it is not required to retain, and restricts access to or use of any information it is required to retain.
Central Care requires user profile information in order to provide its services and retains such information for as long as you maintain your Central care account.
You may request deletion of your account at any time through the privacy settings in the Central Care app.
Following such requests, Central Care deletes the information that it is not required to retain. In certain circumstances, Central Care may be unable to delete your account, such as if there is an unresolved claim or dispute. Upon resolution of the issue preventing deletion, Central Care will delete your account as described above.
Central Care may also retain certain information if necessary for its legitimate business interests, such as fraud prevention and enhancing users’ safety and security. For example, if Central Care shuts down a user’s account because of unsafe behaviour or security incidents, Central Care may retain certain information about that account to prevent that user from opening a new Central Care account in the future.
Summary:
Central Care provides means for you to see and control the information that Central Care collects, including through:
• in-app privacy settings.
• device permissions.
• in-app ratings pages.
• marketing opt-outs.
You may also request that Central Care provide you with explanation, copies or correction of your data.
A. PRIVACY SETTINGS
The Privacy settings menu in the Central Care app gives users the ability to set or update their location and contact sharing preferences, and their preferences for receiving mobile notifications from Central Care. Information on these settings, how to set or change these settings, and the effect of turning off these settings is described below.
Location information
• Location data helps improve our services, including service ETAs, navigation and customer support.
• You may enable/disable or adjust Central Care’s collection of location information at any time via the settings on your mobile device. If you disable the device location services on your device, your use of the Central Care app will be affected.
Notifications: Account and service updates
• Central Care provides users with service status notifications and updates related to your account. These notifications are a necessary part of using the Central Care app and can only be disabled via settings on your mobile notifications.
Notifications: Offers and news
• You may enable Central Care to send you push notifications about offers and news from Central Care. These notifications are a necessary part of using the Central Care app and can only be disabled via settings on your mobile notifications.
B. DEVICE PERMISSIONS
Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without your consent. These platforms have different permission systems for obtaining your consent. The iOS platform will alert you the first time the Central Care app wants permission to access certain types of data and will let you consent (or not consent) to that request. Android devices will notify you of the permissions that the Central Care app seeks before you first use the app. Your use of the app constitutes your consent.
C. EXPLANATIONS, COPIES AND CORRECTION
Your data is yours. You may request that Central Care:
• Provide a detailed explanation regarding the information Central Care has collected about you and how it uses that information.
• Receive a copy of the information Central Care has collected about you.
• Request the correction of any inaccurate information that Central Care has about you.
You can make these requests by contacting Central Care via support@centralcare.com.au
You can also edit the name, phone number and email address associated with your account through the Settings menu in Central Care’s apps. You can also look up your order and service history in the Central Care app.
D. MARKETING OPT-OUTS
You may opt out of receiving promotional emails from Central Care by contacting Central Care via support@centralcare.com.au. You may also opt out of receiving emails and other messages from Central Care by following the instructions in those messages. Please note that if you opt out, we may still send you non-promotional messages, such as receipts for your services or information about your account.
Summary:
We may occasionally update this policy. If you use our services after an update, you consent to the updated policy.
As Central Care services evolve in line with the needs of our users, we may occasionally update this policy. If we make significant changes, we will notify you of the changes through the Central Care app or through other means, such as email. To the extent permitted under applicable law, by using our services after such notice, you consent to our updates to this policy.
We encourage you to periodically review this policy for the latest information on our privacy practices. We will also make prior versions of our privacy policies available for review.