Welcome to

My BissyCare

We have collated a library of FAQ’s, guides, documents, and forms to help our clients understand what they can expect from us at BissyCare and provide feedback or report any issues.

Welcome to My BissyCare

My BissyCare provides clients with convenient access to important information, resources, forms and support.
We have brought together FAQs, guides, documents and forms to help you understand our services, provide feedback and raise any concerns.
If you need assistance accessing or using My BissyCare, please contact our team.

Our Staff are self-aware, accountable, responsible, and truthful and will act in a consistent way when delivering services.

At BissyCare, we understand that every person’s circumstances and living situation are different. We work with you to tailor our care and services to your individual needs, preferences and goals, helping you live a healthy, safe and independent life in the comfort of your own home.

Our staff want you to have a positive experience with BissyCare. We provide effective and respectful communication; give you the attention you need and involve you in the decision-making process. We respect your choices, wishes and preferences.

We will always act in a truthful and accurate manner. The expected costs associated with your NDIS plan will be discussed with you, and all costs, fees and specific deliverables will be clearly explained. Where there is an issue, we will discuss it with you and work together to resolve it.

We will work with you to understand your needs and feelings, communicate clearly, seek your feedback and deliver our services in ways that meet your individual needs.

Privacy & Confidentiality

Your privacy is very important to us.

BissyCare has a responsibility to ensure information collected about clients and employees is kept private and only used for the purpose it was collected. Our Privacy Policy ensures all our employees and clients know what personal information we hold, the purpose, as well as how we might collect, hold, use or disclose this information.

All our employees and entities acting on our behalf (for example contractors, subcontractors or consultants) must act in accordance with our Privacy Policy as a condition of their employment or engagement.

Your personal information belongs to you. We ask for your permission to collect and share your information where required, and you have the right to ask questions about how your information is used.

We collect information to help us provide safe, appropriate and high-quality services. We only ask for information that we need and will explain why we need it.

This may include photographs and videos where applicable. If you do not understand why we need particular information, please ask us.

Your information is stored securely within our systems, and access is restricted to authorised employees who need the information to perform their roles.

Paper records are stored securely in accordance with applicable privacy and record-keeping requirements.

We will only share your information where you have given permission, where there is a serious concern for your safety, or where we are required to do so by law.

You can request access to the personal information we hold about you. Please contact us if you would like to make a request.

At BissyCare, we take your privacy seriously. If you believe your privacy has been breached or have concerns about how your personal information has been handled, please contact our Privacy Officer.

In Writing:
BissyCare
27 The Grove Way, Salisbury Heights SA 5109
Phone us: 1300 157 205
Email: Privacy.Officer@BissyCare.com.au

Alternatively you can contact the Office of the Australian Information Commissioner (OAIC)

Web: www.oaic.gov.au
Email: enquiries@oaic.gov.au 

By post: GPO Box 5218
Sydney NSW 2001
phone: 1300 363 992 TTY: 133 677
Speak and Listen: 1300 555 727
Interpreters can be arranged on 131 450.

Advocates can help you complain. The National Disability Advocacy Program can help you work with an advocate.

Email them at:
disabilityadvocacy@dss.gov.au

Or write to:

Disability, Employment and Carers Group

Department of Social Services
GPO Box 9820
Canberra ACT 2601
Or search “disability advocate” online.

Read the Privacy Policy
Our Privacy Policy is available by clicking this link:

WhistleBlower Policy

As part of our corporate governance framework, BissyCare has a Whistleblower Policy to support people who wish to raise concerns about misconduct, wrongdoing or harm.
Whistleblowers play an important role in identifying and addressing misconduct and protecting consumers, employees and the community.

Whistleblowers play an important role in identifying and calling out misconduct and harm to consumers and the community. To encourage whistleblowers to come forward with their concerns and protect them when they do, the Corporations Act 2001 (Corporations Act) gives certain people legal rights and protections as whistleblowers.

BissyCare employees are encouraged to report any concerns to a supervisor or manager above their current line manager.

Eligible Whistleblower reporting under this policy includes anyone who is, or was previously, a BissyCare director, employee (including contractors), supplier, employee of a supplier, or associate and any relative, spouse or dependant of the foregoing.

Whistleblower reports are to be made to the Privacy Officer: privacy.officer@bissycare.com.au

Our Whistleblower Policy is available by clicking this link:

Whistleblower Policy

Advocates

An advocate is someone who can support you to understand your rights, express your views and raise concerns or complaints. Advocacy services can help you have your voice heard and participate in decisions about your supports.
If you are unsure how to find an advocate, BissyCare can assist you to identify appropriate advocacy services.

Safety & Incident Management / Reporting

Your safety and wellbeing are very important to us. We work hard to provide safe services and environments for you, our workers and other people in the community.
We identify potential risks and take steps to prevent accidents, harm and other incidents. This is known as risk management.
If you ever feel unsafe or have concerns about your support, please tell us. We will listen and take your concerns seriously.

NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe; that means you, our workers and other people in the community

We think about how accidents can happen and how to prevent them. This is called ‘risk management’.

We ask you questions, and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.

We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen

If an incident occurs, our staff will follow BissyCare’s incident management procedures and applicable NDIS requirements.
Depending on the nature of the incident, we may need to:

  • Report the incident to the NDIS Quality and Safeguards Commission.
  • Investigate what happened.
  • Take action to reduce the risk of the incident happening again.
  • Communicate with the person affected and keep them informed.

We will follow the applicable requirements where a person is injured, reports that they have been harmed, or where there are concerns about the treatment of an NDIS participant.

Everyone has the right to be treated fairly, respectfully and with dignity.
If you are involved in an incident, you have the right to understand what happened and what is being done to address the situation and reduce the risk of it happening again.
If you are not satisfied with our response, you have the right to make a complaint. You can also seek support from an independent advocate or contact the NDIS Quality and Safeguards Commission.

Rights & Responsibilities

  • We will treat you with respect and dignity.
  • We will treat you fairly and speak honestly.
  • We will protect your personal information and only use it for the right reasons.
  • We will provide good quality services that suit your needs, age, lifestyle and cultural background.
  • You have the right to a safe and comfortable place to use the service.
  • You have the right to the information you need to make good choices
  • You have the right to have someone help you make the best choices – an advocate or support person.
  • You have the right to get help accessing services in the community.
  • You have the right to complain about the service.
  • You have the right to a reply as quickly as possible.
  • If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.

We are here to listen to you.

Contact us

Email:admin@bissycare.com.au

Phone: 1300 157 205

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