Privacy Policy

Publication date: December 2025 

PRIVACY STATEMENT

Care on Call (NZ) Ltd is deeply committed to safeguarding your personal health information and ensuring your privacy is respected. To deliver high-quality healthcare services, we need to gather and maintain certain details about you. 

The Health Information Privacy Code 2020 (Health Information and Privacy Code 2020)  developed under the Privacy Act 2020, outlines specific obligations for health providers regarding the handling of health data. These rules require us to follow strict guidelines on how we collect, store, use, and share your information. You can learn more about the Privacy Code by visiting www.privacy.org.nz 

This Privacy Statement describes the types of information our organisation  collects, the reasons for collecting it, and how it is managed, including its storage and disclosure. 

 

WHAT INFORMATION DO WE COLLECT AND WHY DO WE COLLECT IT?

We will collect this information for a number of reasons and we will advise you specifically at that time if it is not obvious. The reasons we might collection information are:  

  • to assist us in considering applicants for employment  
  • to manage employees  
  •  to assist us to provide care and services to clients 
  •  to complete reasonable business activities and administration. 

We may collect personal information such as: 

  • Contact details, such as name, address, date of birth, national health index number and next of kin details. 
  • Employment history 
  • Health information (for clients) 
  • Identification documents 
  • Communication records. 

You have the right to not provide some information to us, however. Iif you decide not to provide this, it may limit our ability to offer services or support to you which we will advise you of at the time. 

 

HOW DO WE COLLECT INFORMATION?

We collect personal information through various means, including application forms, recorded interactions during service delivery, and communications with you such as emails, phone calls, or face-to-face conversations. In some cases, we may also receive information from third parties, either with your consent or as permitted by law. While some details may be provided voluntarily, other information is essential for us to operate effectively and deliver our services professionally. If you choose not to provide required information, we will explain the potential impact and any consequences that may arise. 

 

HOW DO WE USE PERSONAL INFORMATION?

We use personal information only for the purpose it was collected, as allowed by law or for purposes directly related to that original intent. For example: 

  • Information collected for care may also be used for related administrative tasks. 

You have the right to access the personal information we hold about you at any time, and we encourage you to make such requests in writing to ensure clarity and proper documentation. If you believe any of your information is incorrect, you may ask for it to be corrected. Should we disagree with the correction, you can request that a statement outlining your concerns be attached to your records. Please note that you cannot request access to another person’s information unless you have lawful written authority to act on their behalf. 

 

WHO DO WE SHARE INFORMATION WITH?

We will share information with any 3rd party for the purpose/s that it was obtained and as allowed by law. This includes uses that are directly related to the purpose for which the  personal information was obtained. For example, information obtained for care and treatment may also be used for administrative purposes related to that care and treatment. We may at times be required to share information in a manner that was not expected and this might be to prevent or lessen serious harm, for public safety, or as required by law. 

 

ACCESS TO INFORMATION FOR EXTERNAL AUDITS

To meet the requirements of the Ngā Paerewa Health and Disability Services Standard (NZS 8134:2021) and the Health and Disability Services (Safety) Act 2001, we may grant access to information to external auditors. This access is strictly limited to audit purposes and is carried out under controlled conditions to ensure privacy and compliance. In accordance with Rule 11 of the Health Information Privacy Code 2020, sharing of health information is permitted when necessary for recognised audit and accreditation processes. All auditors are required to follow strict confidentiality protocols, and any access is monitored and documented to maintain the integrity and security of your information.

 

YOUR RIGHT TO ACCESS AND TO CORRECT ANY INACCURACIES

You have the right to access the personal information we hold about you at any time, and we recommend making such requests in writing to ensure proper identification and documentation. If you believe any of your information is inaccurate, you may request a correction. If we do not agree with the correction, you can ask us to attach a statement of correction to your records. Please note that you cannot request access to another person’s information unless you have lawful written permission to act on their behalf. In certain circumstances, we may decline access to personal information, for example, if providing it would breach someone else’s privacy, pose a serious risk to someone’s safety, or conflict with legal obligations.  

 

HOW LONG DO WE HOLD INFORMATION FOR?

In accordance with the Health (Retention of Health Information) Regulations 1996, all health and disability service providers are required to retain health information for a minimum of 10 years from the day after the last date on which services were provided to a person. This applies to all identifiable health information, including medical history, treatment records, and service details. 

 

HOW YOUR INFORMATION IS STORED

We manage and store your personal information in line with the requirements of the Privacy Act 2020 and the Health Information Privacy Code 2020. Any information you provide is securely held using systems and processes designed to prevent unauthorised access, loss, or misuse. Patient records are stored on password-protected platforms and access to these systems is strictly controlled and monitored. We regularly audit our security policies and procedures to ensure they remain compliant with legal standards and continue to protect your information effectively. We conduct regular backups of all your information. 

 

Contact Us 

For more information, to raise privacy concerns, or to request our detailed privacy policy, please contact: privacy@careoncall.co.nz

 

PRIVACY COMPLAINTS

If you have a complaint about privacy, please contact the Privacy Officer 

Email: privacy@careoncall.co.nz

If the Privacy Officer is not able to satisfactorily answer your concerns, you may contact the Privacy Commissioner on Freephone 0800 803 909 or via email at  enquiries@privacy.org.nz. 


 This Privacy Statement may be updated to let you know about changes in how we collect and process your information in providing the services or changes in related laws. The date when the document was last updated is shown at the top of this Privacy Statement.