At New Life Support Agency, we know that the information you share with us is personal, and often deeply private. We treat it with care and respect, and we protect it in line with the Privacy Act 2020, the Health Information Privacy Code 2020, and the Code of Health and Disability Services Consumers’ Rights.
This page explains what information we collect, why we need it, how we keep it safe, and your rights.
What information we collect
To provide safe, quality support, we may collect:
- Contact details: your name, address, phone number, email and emergency contacts
- Health and disability information: such as diagnoses, medications and care needs
- Assessments and support plans
- Cultural and communication preferences, so we can support you in a way that’s right for you
- Financial information, only where it relates to funding your services
- Records of any incidents or complaints
How we use your information
We only use your information for clear and necessary purposes:
- Delivering your support: planning, coordinating and providing services that are safe and suited to you
- Keeping everyone safe: protecting you and our team, and responding in an emergency
- Improving our services: reviewing outcomes so we keep getting better, using de-identified information wherever possible
- Reporting to funders: meeting our obligations to Health New Zealand and other funders
- Meeting legal requirements: where we’re required to by law or a court order
Who we share your information with
Your information stays confidential. We will never share or sell it for commercial purposes.
We only share your information with your consent, unless the law requires it or someone’s safety is at risk. If we need to share information with other health providers, we’ll ask for your consent first and record it. Our team members can only see the information they need to do their job. We’ll only share your information with your whānau if you’ve said that’s okay. The exception is when you are unable to make that decision yourself.
How we keep your information safe
- Electronic records are stored in a secure care management system. Access depends on each person’s role.
- Paper records are kept in locked cabinets that only authorised staff can open.
- When records are no longer needed, we dispose of them securely. Paper is shredded and electronic files are permanently deleted.
- Our staff will never photograph you or your records without your clear permission.
If something goes wrong
We take privacy breaches seriously. A breach is any time personal information is accessed, shared or lost without authorisation, whether by accident or on purpose.
If a breach happens, our team reports it straight away and we record and investigate it. If a breach causes, or is likely to cause, serious harm, we will tell you and notify the Privacy Commissioner, as the law requires.
Your rights
You’re in control of your information. You have the right to:
- See the information we hold about you
- Ask us to correct anything that’s inaccurate
To make a request, contact our office. We’ll respond within 20 working days.
