At BallyCara, your privacy is our priority. This policy outlines how we collect, use, and protect your personal information in accordance with Australian privacy laws, including the Privacy Act and the Australian Privacy Principles. We are commited to being transparent about our data practices, ensuring that your information is managed with the utmost care and respect for your confidentiality.

Our goal is to provide a secure environment where you can trust that your perosnal details are protected while you engage with our servies, whether as a resident, client, staff member, or a member of our wider community.

To read our full policy please click the button below:

BallyCara welcomes feedback from all Consumers, their families, carers and representatives, members of the workforce, and other key stakeholders and takes all complaints or concerns that may be raised seriously. BallyCara's Complaints Policy is designed to assist you to understand how to make a complaint.

BallyCara is committed to handling complaints effectively and efficiently. To manage complaints effectively, we have established a Complaints Handling Program in line with both the international complaints handling standard (ISO 10002:2018 Quality management - Customer satisfaction - Guidelines for complaints handling in organisations), and the Australian/New Zealand complaints handling standard (AS/NZS 10002:2014 Guidelines for complaint management in organisations).

Our Complaints Handling Program includes an online complaints management system which allows us to effectively capture, manage and report on complaints. Regular analysis of complaints received and the implementation of rectification action, where deficiencies are identified, are key to the organisation's commitment.

To read our full policy please click the button below:

At BallyCara, your rights are at the heart of our commitment to you. This Statement of Rights outlines the fundamental principles that guide our services, ensuring that your independence, choice, and dignity are respected at all times. It reflects our dedication to empowering you to make your own decisions about your care and life, providing a framework for fair access, safety, and open communication.

We believe that this statement is more than just a document - it is our promise to deliver care that truly puts you in control of your own journey, in a way that respects your identity, culture, and preferences.

To read the Statement of Rights please click here.

The Aged Care Code of Conduct sets out the standards of behaviour expected of all workers, governing bodies, and providers delivering aged care services in Australia. It ensures that everyone receiving aged care is treated with dignity, respect, and compassion.

The 8 Key Elements of the Code
1. Act with respect for people's rights - including their right to freedom, choice, and self-determination.
2. Treat people with dignity and respect - value their diversity, culture, and personal identity.
3. Act with respect for people's privacy - protect personal and sensitive information at all times.
4. Provide safe and quality care and services - ensure care meets each person's needs and minimises risk.
5. Act with integrity, honesty, and transparency - be trustworthy, accountable, and open in all actions.
6. Promptly take action on quality and safety concerns - report and respond to issues to maintain high standards.
7. Provide care free from violence, abuse, neglect, and exploitation - actively prevent harm and uphold wellbeing.
8. Take responsibility for your own behaviour - ensure your actions promote confidence in aged care services.

To read the full Aged Care Code of Conduct please click here.

At BallyCara "What matters to you - matters to us". If you believe that something is not right and that we might be in breach of the law we must abide by, we want you to speak up. We encourage the reporting of any matter which may be considered a disclosable matter. BallyCara has obligations to protect your interests so that you can report matters confidentially and without fear of reprisal. It is recommended that internal whistleblower reports are submitted to BallyCara's Whistleblower Protection Officers through whistleblower@ballycara.com.

To read our full policy please click the button below: