Privacy Policy
Last updated: 6 October 2026.
Care Advance ("we", "us") collects personal information so we can respond to your enquiry and help you with the options for paying for care. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
What we collect
- Contact details you give us: your name, phone number and email address.
- Information you choose to share about your situation, for example an aged care package, a property, or the person you are enquiring for.
- If you go ahead with an application, the information and documents it needs. These can include identification, property documents such as a council rates notice, and details of your income and assets.
How we use it
- To contact you about your enquiry and give you the help you asked for.
- To prepare and lodge a Home Equity Access Scheme application for you, or to assess a Care Advance Loan, when you ask us to.
- To keep a record of our conversations, so you don't have to repeat yourself.
We do not sell personal information. We do not use your details for marketing unrelated to your enquiry.
Storage and security
Your details are stored in our customer management system, hosted in Australia. Only Care Advance staff who need them to help you can see them.
Sharing
We share your information only with your agreement, and only with the people involved in your application: Services Australia if you apply for the Home Equity Access Scheme, and the valuers, solicitors and settlement agents needed to complete a Care Advance Loan. We also share information when the law requires it.
Access and correction
You can ask us at any time what information we hold about you, and ask us to correct or delete it. Email hello@careadvance.com.au.
Complaints
If you have a concern about how we handled your information, contact us first and we will work to put it right. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.