Privacy Policy
Introduction
This policy has been prepared by Encore Living Pty Ltd (“the Operator”).
When does this policy apply?
This policy sets out the principles that the Operator adopts when dealing with “personal information” which the Operator may have recorded about you in the conduct of our business of owning and managing retirement villages, including the Encore Living in Trafalgar, Victoria, and explains:
What kind of information is collected.
How it is collected.
How it is managed and stored.
How it is used.
How you can access and update information relating to you.
Scope of This Policy
This policy applies to personal information collected from persons who the Operator deals with in the ordinary course of its business. In this policy “personal information” is information or an opinion (whether true or not) and whether recorded in a material form or not about you from which your identity is apparent or can be reasonably ascertained. Mainly, this information is received from actual and prospective residents and staff of Encore Living.
Legislation and Standards
The Operator is committed to respecting the privacy rights of individuals in accordance with all applicable laws and standards.
This policy is intended to comply with the requirements of relevant Australian legislation, namely the Privacy Act 1988 (Cth).
The Collection of Personal Information
What kind of Information is Collected?
The Operator initially collects and holds information relevant to its provision of residential accommodation. This information includes the names and addresses of actual and prospective residents and staff and other details identifying the person. The personal information the Operator collects may include the following details:
Name, address and telephone number.
E-mail address.
Bank Account details (if necessary).
Photo identification.
Other personally identifiable information.
How is it Collected?
The information collection process usually begins when a completed application form is received by the Operator from a prospective resident of employee.
The Operator may also ask residents and staff to provide additional information, from time to time.
Whenever it is reasonable and practicable to do so, the Operator collects personal information about you directly from you. Occasionally, the Operator may receive information about you from third parties, such as agents or referees.
How is it Stored and Managed?
Some information is transferred to and stored electronically in a computer database managed by the Operator. Other parts of the information will be held in paper form in files at the administration office of the Operator. Both the paper files and the electronic database will be cleared regularly of unused or outdated information except where archiving is required.
Information will be kept only as long as it is necessary for its proper use by the Operator, or as is permitted by law.
The Operator has processes and policies to protect the personal information they hold under their control from:
unauthorised access;
improper use;
alteration;
unlawful or accidental destruction and accidental loss.
How the Operator uses Personal Information
The Operator uses the information contained in its files, records and computer database primarily for the following purposes:
Managing and administering the files of residents and staff;
Providing accommodation to residents;
Processing applications from prospective residents and staff;
Receiving payments from residents;
Remunerating staff.
In addition, the Operator may also utilise some of the information held in its database for certain secondary purposes, including:
Planning;
Statistical analysis;
Informing you of other products or services available from the Operator and its affiliates.
The Operator may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.
From time to time the Operator may disclose information about you to a family member nominated by you or someone that is appointed as your personal representative, attorney or legal representative. The Operator asks you to keep it informed of any nominations or appointments in this respect.
Where personal information is disclosed to any third party (other than someone nominated by you) the Operator will take reasonable steps to ensure that the person receiving your personal information keeps it confidential and does not misuse it or improperly disclose it to any other person.
The Operator does not sell, rent or lease to third parties data it holds about you. The Operator may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party. In addition, the Operator may share data with trusted partners to help it perform statistical analysis, send you e-mail or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to the Operator and they are required to maintain the confidentiality of your information.
Sensitive information (including health information)
Except as described below, the Operator does not generally collect sensitive personal information about you, such as race, religion, or political affiliations, sexual preferences, criminal convictions or health information, unless required by applicable laws or rules or the context requires it to do so. The Operator collects health information about you if you are a resident or prospective resident of one of our retirement villages to ascertain your eligibility for residency from time to time. The Operator does not use or share that information for any other purpose or disclose it to any person other than to its emergency call system operator or in accordance with the terms of any consent that you provide to it or where the Operator is permitted to do so by the National Privacy Principles. For example, the Operator may provide health information held by it to a medical practitioner or hospital in a medical emergency.
Website Information
The Operator may collect information on Internet activity for statistical purposes, including information about your computer hardware and software, your IP address, browser type, domain names, access times, referring Web site addresses, the number and type of pages viewed, the number of sessions, download volumes and the most popular session times. This data is also used to deliver customised content and advertising within Encore Living to customers whose behaviour indicates that they are interested in a particular subject area.
Surveillance cameras
Access to data derived from surveillance cameras covering the entrances and exits to Encore Living is limited to senior administrative staff of the Operator and is viewed only in the event of suspected security breaches or illegal activity. If further action is required the relevant data may be retained.
Security and Quality Issues
Restrictions on Access
No persons other than the Operator and its employees, agents and contractors are authorised to access any information held by the Operator.
All persons who are allowed by the Operator to have access to the information are required to maintain its confidentiality and to comply with relevant privacy laws and this policy.
Information Accuracy
The Operator is committed to taking all reasonable steps to ensure that the information is accurate and secure.
The Operator will not disclose personal information to another organisation or individual without your consent except where required by law or regulation, or where the Operator reasonably believe that it is necessary on health or public safety grounds, for reasons of duty of care, to comply with law or legal processes served on the Operator or to protect the personal safety of other residents and staff.
Access to and Updating of Personal Information
If you wish to access, review, update, correct or raise a query or concern about personal information about you held by the Operator, you are invited to contact the Encore Living Privacy Officer:
The Encore Living Privacy Officer Tel: 03 9775 1252
Address: Encore Living, 2 Flagship Drive, Trafalgar, Victoria 3824
Web: encoreliving.com.au
The Operator recognises the importance of protecting the privacy of personally identifiable information collected about actual and prospective residents and staff of the Operator and other persons. You may obtain further information on privacy matters, including the Privacy Act's National Privacy Principles by visiting the Operator’s website or at
http://www.austlii.edu.au/au/legis/cth/consol_act/pa1988108/.
Changes to this Statement
The Operator will occasionally update this Statement of Privacy to amongst other things reflect company and customer feedback and changes in the law or governmental policy. Notice of changes will be provided to you.
This Privacy Policy was last reviewed: April 2026