Privacy Statement

Glorious Health Care Group Pty Ltd

ABN 60 686 117 037

39 Howard Road, Padstow NSW 2211

Phone: 02 7241 4513

Email: info@ghacare.com.au

Last updated: 19 June 2026

Who we are

Glorious Health Care Group (GHCG) is a Registered Nurse-led home care provider delivering Support at Home, DVA, and private fee-paying care services across the Sydney metropolitan area. This privacy statement explains how we collect, use, store, and protect your personal information when you interact with us through our website, social media, phone, email, SMS, or our AI care assistant.

What personal information we collect

When you enquire about our services, we may collect:

  • Your name and contact details (phone, email, address)
  • Information about who care is for (yourself, a family member, or someone else)
  • The type of services you're interested in
  • Your funding status (Support at Home, DVA, private)
  • Your suburb and preferred contact method
  • Any other information you choose to share during our conversations

We only collect information that is reasonably necessary to respond to your enquiry, understand your care needs, and coordinate a consultation.

Sensitive information

Health information is classified as sensitive information under the Privacy Act 1988. We will only collect health information with your explicit consent and where it is reasonably necessary for the purpose of coordinating your care enquiry.

We do not ask for Medicare numbers, DVA file numbers, or other government identifiers through our website, AI assistant, SMS, or email. These are collected securely during formal intake only.

How we collect your information

We collect personal information through:

  • Our website forms at ghacare.com.au
  • Our AI care assistant on web chat, Facebook Messenger, Instagram DM, SMS, and WhatsApp Business
  • Phone conversations with our care team
  • Email correspondence
  • Facebook and Instagram lead forms from our advertising

Our AI care assistant

GHCG uses an AI-powered care assistant to help acknowledge enquiries, answer general questions about our services, and connect you with our care team. When you interact with our AI care assistant:

  • You are interacting with an AI system, not a person. The assistant will identify itself as AI in its first message on every channel.
  • Your messages are processed by an overseas technology provider as part of the AI system's operation. This means your message content is transmitted to servers located outside Australia for processing.
  • Clinical, eligibility, and pricing questions are not answered by the AI. These are immediately routed to our qualified care team — led by Tecla Mururi, our Director and Registered Nurse.
  • The AI does not store or engage with health information you may share beyond what is needed to connect you with the right person on our team.
  • The AI assists with routing and qualification decisions including identifying your service interest, tagging your enquiry type, and determining which team member should follow up. These are administrative routing decisions, not clinical or eligibility determinations.

If you prefer not to interact with the AI assistant, you can contact our care team directly by phone on 02 7241 4513 or by email at info@ghacare.com.au during business hours (Monday to Friday, 9am to 5pm AEST).

How we use your information

We use your personal information to:

  • Respond to your enquiry about our services
  • Schedule and conduct your free consultation
  • Understand your care needs and match you with appropriate services
  • Coordinate with funding bodies (My Aged Care, DVA) where relevant and with your consent
  • Send you follow-up information about our services (with your consent)
  • Improve our services and respond to feedback

We will not use your personal information for a purpose other than the one for which it was collected, unless we have your consent or are required by law.

Who we share your information with

We may share your personal information with:

  • Members of the GHCG care team for the purpose of responding to your enquiry and coordinating care
  • Technology service providers who help us operate our systems, including our AI care assistant provider (located overseas)
  • Government agencies (My Aged Care, DVA, Services Australia) where required for funded care coordination and with your consent
  • Professional advisors where required

We do not sell your personal information. We do not share it for marketing purposes with third parties.

Overseas disclosure

Our AI care assistant is operated using technology provided by an overseas service provider. When you interact with the AI assistant, your messages are processed on servers located in the United States.

We have taken reasonable steps to ensure that the overseas provider handles your information consistently with the Australian Privacy Principles. These steps include:

  • Configuring the AI system to not engage with, repeat, or store clinical or health information in its responses
  • Limiting the AI's scope to general service information and administrative routing
  • Disclosing AI use proactively in the assistant's first message on every channel
  • Maintaining this privacy statement with full transparency about cross-border data flows

Marketing communications

We will only send you marketing communications (email or SMS) with your consent. You can unsubscribe at any time by:

  • Clicking the unsubscribe link in any marketing email
  • Replying STOP to any marketing SMS
  • Contacting us at info@ghacare.com.au

We honour unsubscribe requests within 5 business days.

How we store and protect your information

We store your personal information in secure systems with access restricted to authorised GHCG team members. We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access or disclosure.

We retain your personal information only for as long as reasonably necessary for the purpose it was collected, or as required by law.

Your rights

You have the right to:

  • Access your personal information held by us — contact us to request a copy
  • Correct inaccurate or out-of-date information — contact us and we will update our records
  • Withdraw consent for marketing communications at any time
  • Choose not to interact with the AI assistant — contact the care team directly instead
  • Make a complaint about how we handle your information (see below)

Complaints

If you believe we have not handled your personal information appropriately, you can:

  1. Contact us directly at info@ghacare.com.au or 02 7241 4513 to discuss your concern
  2. Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992

For complaints about aged care services more broadly, you can also contact:

Changes to this statement

We may update this privacy statement from time to time to reflect changes in our practices or legal requirements. The current version is always available at ghacare.com.au/privacy.

Contact us

If you have questions about this privacy statement or how we handle your personal information:

Glorious Health Care Group Pty Ltd
Phone: 02 7241 4513
Email: info@ghacare.com.au
Address: 39 Howard Road, Padstow NSW 2211