Last Updated: August 25, 2026
Isupport Chef Pty Ltd trading as iSupportChef (ABN: 20 661 751 631, “we”, “us”, “our”) is committed to respecting and protecting the privacy of all individuals connected to our in-home culinary support services. This policy details how we collect, store, utilise, and protect your personal and sensitive health records in strict compliance with Australian Commonwealth and State privacy laws.
Our operations are fully aligned with:
• Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs): Governing the collection, storage, security, use, and disclosure of sensitive records.
• National Disability Insurance Scheme Act 2013 (Cth) and NDIS Practice Standards: Setting rigorous provisions for confidentiality, information privacy, and participant dignity of risk.
• Aged Care Act 2024 (Cth) and Strengthened Aged Care Quality Standards: Governing our duties as an unregistered Associated Provider delivering funded Support at Home subcontracting services.
• Information Privacy Act 2009 (QLD): Regulating the processing of sensitive personal health data within our primary state of operation (Queensland).
1. ASSOCIATED PROVIDER STATUS (AGED CARE AND SUPPORT AT HOME)
Under the Aged Care Act 2024 (Cth), iSupportChef operates as an unregistered “Associated Provider” (subcontractor) when delivering in-home meal preparation on behalf of Registered Aged Care Providers (such as Trilogy Care). We are legally bound to uphold the Aged Care Code of Conduct and the Statement of Rights. We maintain secure, paperless data-sharing systems to provide our registered partners with transparent, audit-ready compliance evidence.
2. SCOPE OF APPLICATION
This policy applies to all operations conducted by iSupportChef and strictly binds all employees, subcontractors, and active Support Worker Chefs (SWCs) in the field. It protects the personal and sensitive health records of our active and prospective participants, primary nominees, family advocates, and job applicants.
3. THE 13 AUSTRALIAN PRIVACY PRINCIPLES (APPs) ALIGNMENT
As an APP-compliant entity, iSupportChef integrates the 13 Australian Privacy Principles directly into our daily operational workflows:
• APPs 1 to 5: Open Collection and Informed Consent
We collect personal and sensitive health data strictly where it is reasonably necessary to deliver safe, customised meal preparation and capacity-building services. This includes standard personal identity data (full name, birthdate, contacts) and sensitive clinical profiles (swallowing capabilities/dysphagia levels, diagnosed food allergies, anaphylaxis action plans, and kitchen WHS safety risks). Collection is always done transparently via scheme-specific intake forms, and is subject to the participant’s explicit, written informed consent prior to service booking.
• APPs 6 to 9: Restricted Use, Disclosure, and Cross-Border Transfers
Your data is used solely for primary service delivery—including match-booking compatible chefs, building specialised menus, and processing billing through NDIS, Aged Care, or DVA portals. iSupportChef strictly prohibits disclosing client information to third parties without express, written consent, unless required by law (such as notifying mandatory regulatory commissions or when mitigating an imminent threat to life or safety). iSupportChef does not disclose or transfer any personal data to overseas recipients.
• APPs 10 and 11: Data Quality, Security, and Cloud Architecture
To ensure all participant and employee records remain accurate, complete, and highly secure, iSupportChef operates as a completely paperless, digital workspace utilising two secure cloud vaults:
– CareMaster CRM Secure Database: All active client and employee profiles, shift notes, roster schedules, and allergen alerts are stored on CareMaster’s encrypted servers, accessed on a strict “need-to-know” basis by authorised management and your matched field chef.
– Secure Google Drive Workspace: Completed pre-booking forms, signed service agreements, and archived worker screening clearances are stored inside a restricted Google Drive cloud workspace, heavily protected by multi-factor authentication (MFA) and system-level encryption.
– Strict 7-Year Retention: In accordance with Commonwealth laws and NDIS/Aged Care guidelines, all clinical dietary plans, shift records, rosters, and worker compliance training registers are securely archived for a minimum of 7 years. Once records exceed this statutory period, they are permanently destroyed using secure electronic shredding.
• APPs 12 and 13: Access and Rapid Correction of Records
Participants, nominees, and staff retain a full statutory right to access their personal records and request corrections of any inaccurate, incomplete, or outdated information. iSupportChef will process and action correction requests within 7 business days, with zero fee applied.
4. USE OF SECURE TECHNOLOGY, CASE MANAGEMENT, AND AI SYSTEMS
To streamline daily administrative reporting and maximise the time Support Worker Chefs spend delivering direct, high-quality in-home support, iSupportChef utilises secure digital case management and AI-assisted administrative tools. To protect participant privacy under the Privacy Act 1988 (Cth), the use of these platforms is strictly governed as follows:
• Strict De-Identification Protocols: Under no circumstances is any participant’s Personally Identifiable Information (PII)—including full names, residential addresses, dates of birth, plan numbers, or specific financial data—entered or processed on any public AI or third-party generative networks. All drafting and formatting of clinical progress drafts are performed using entirely de-identified, structural placeholders.
• Optional Consent Structure: The use of technology and AI administrative assistance is strictly subject to the participant’s explicit, voluntary opt-in consent, obtained formally via Section 3 of the Participant Privacy Consent Form. Refusal to consent does not affect service access; in such cases, the matched chef will hand-write progress notes manually.
• Mandatory Manual Verification: All AI-assisted administrative drafts are subject to mandatory manual review and verification by the matched chef to ensure factual accuracy, clinical appropriateness, and compliance before being locked into the CareMaster CRM database.
5. ON-SITE STAFF CONDUCT, FINANCIAL PROTECTION, AND PHOTO POLICIES
Because Support Worker Chefs work autonomously directly inside a participant’s home kitchen, they are subject to a strict boundaries profile to protect client privacy, clinical safety, and financial integrity:
• No Personal Photography: Field staff are strictly prohibited from taking personal photos of the participant, their household, family members, or home kitchen for personal use or upload to personal social media channels.
• Mandatory Finished Meal Photos: Taking a photo of the finished, labeled meals is a mandatory quality assurance requirement. These photos are uploaded only to iSupportChef’s secure, business WhatsApp group. This provides objective visual proof of shift completion, correct portion sizes, and clinical dysphagia/texture compliance (verifying IDDSI safety standards). If a participant withdraws consent for finished meal photos, we reserve the right to decline subsequently raised billing disputes regarding food quality or portion size.
• Prohibiting Manual Credit Card Entry: iSupportChef maintains a zero-tolerance stance against financial abuse. To protect our participants, field worker chefs are strictly prohibited from manually keying in participant credit card numbers on mobile devices. All grocery transactions must be processed via secure Card-on-File systems, contactless Tap-and-Go using a physical Square terminal, or using pre-paid gift cards.
6. NOTIFIABLE DATA BREACH (NDB) SCHEME COMPLIANCE
In the event of a suspected or actual data security incident (such as unauthorised access, theft, or loss of our CareMaster CRM database or Google Drive workspace), iSupportChef will immediately activate our Data Breach Response Protocol. We will instantly isolate affected systems, reset active credentials, assess the potential impact, and if a breach is likely to cause serious harm, formally notify all affected individuals and the Office of the Australian Information Commissioner (OAIC) within statutory timeframes.
7. FEEDBACK, COMPLAINTS, AND OVERSIGHT CONTACTS
If you believe iSupportChef has breached your privacy rights under this policy, the Australian Privacy Principles, or your funding body’s standards, you are strongly encouraged to raise your concerns with our internal management team. We aim to acknowledge all privacy complaints immediately and resolve them within 7 business days:
Internal Management Escalation:
• Primary Contact: Jerome Bocquee (Director)
– Phone: 0401 157 389
– Email: jerome@isupportchef.au
– Responsibility: Primary escalation for formal privacy complaints, system breach management, and clinical governance audits.
• Secondary Contact: Lorraine Morton (Care Coordinator)
– Phone: 0403 725 039
– Email: support@isupportchef.au
– Responsibility: Daily administration enquiries, updating CareMaster CRM files, managing consent preferences, and roster coordination.
External Independent Oversight:
If you are unsatisfied with our internal resolution, or if you prefer to escalate your privacy complaint externally, you retain the absolute right to contact any of the following independent oversight bodies:
1. Office of the Australian Information Commissioner (OAIC): Phone: 1300 363 992 | Website: www.oaic.gov.au
2. NDIS Quality and Safeguards Commission: Phone: 1800 035 544 | Website: www.ndiscommission.gov.au
3. Aged Care Quality and Safety Commission: Phone: 1800 951 822 | Website: www.agedcarequality.gov.au