Privacy Policy

Last updated 8 September 2026 · BKV Aged Care Pty Ltd trading as Rosewood Gardens · ABN 87 635 762 612

1. Who we are and what this covers

This policy explains how BKV Aged Care Pty Ltd (ABN 87 635 762 612), trading as Rosewood Gardens ("we", "us", "our"), collects, uses, discloses and protects personal information when you visit our websites and digital channels; enquire about or receive our services (residential care, in-home care, and disability supports including SIL support services (we do not provide SDA accommodation)); apply for or hold a role with us; or otherwise interact with us. As a provider of aged care and health-related services in Victoria and New South Wales, we also handle health information in accordance with the Health Records Act 2001 (Vic) and the Health Records and Information Privacy Act 2002 (NSW), alongside the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It sits alongside our Feedback & Complaints process, Accessibility Statement, Terms of Use and Clinical Disclaimer.

2. What we collect

Depending on your relationship with us, we may collect:

• Identity & contact — name, address, phone, email, date of birth, next of kin, authorised representatives and advocates.
• Care & support — relevant health information, assessments, care plans, progress notes, risk and incident details, behaviour support information, mobility and nutrition needs, equipment details.
• Funding & billing — Support at Home / NDIS identifiers, plan and budget details, service bookings, invoices and payments, concession details.
• Employment — CV, qualifications, references, right-to-work checks, screening outcomes (such as police and NDIS Worker Screening checks), rosters and training records.
• Online & device — IP address, pages viewed, browser type, cookies and analytics events, and optional notification settings.
• Media & testimonials — photos, videos and feedback, only with consent where required.

Sensitive information (including health information) is collected only where reasonably necessary for your care or our legal obligations, with your consent or as otherwise permitted by law.

3. How we collect it

Directly from you (forms, phone, email, meetings, assessments and service delivery); from your authorised representative (family, guardian or plan manager); from referrers and care partners (such as My Aged Care, clinicians, allied health professionals and support coordinators) where you have consented or the law permits; automatically when you use our website and systems; and through recruitment processes. If you choose not to provide information we reasonably require, we may be unable to provide some services.

4. Why we use it

To deliver, coordinate and evaluate your care and supports; communicate with you and your authorised representatives; manage bookings, billing, funding and compliance; meet legal, regulatory and reporting obligations (including the Aged Care Quality Standards and NDIS Practice Standards); ensure safety and quality through audits, incident management and continuous improvement; recruit, train and manage staff and contractors; operate and improve our websites and services; and send updates you have opted in to receive — you can unsubscribe at any time. We do not sell your personal information.

5. When we disclose it

We may disclose personal information to your authorised representatives; clinicians, hospitals and allied health providers involved in your care; funding bodies (such as Services Australia, My Aged Care and the NDIS) and plan managers; regulators and oversight bodies where required (including the Aged Care Quality and Safety Commission and the NDIS Quality and Safeguards Commission); service partners and IT providers who help us operate — such as secure care management, rostering, medication and communication systems — under confidentiality and security terms; insurers and professional advisers; and law enforcement or other authorities where required or authorised by law. We may also use or disclose information where reasonably necessary to prevent or respond to unlawful activity or serious threats to health or safety, or to establish, exercise or defend legal claims.

6. Overseas disclosure and website form processing

Some service providers may process or store personal information outside Australia (for example, cloud hosting, email delivery and AI processing — see below). Where information may be held outside Australia, we take reasonable steps to ensure safeguards consistent with the Australian Privacy Principles and our contractual obligations.

In particular: website forms (callback, feedback, survey and job applications) are submitted directly to our own systems hosted with Microsoft Azure; notification emails to our team are delivered via Google (which may process email outside Australia, including in the United States); and Rosie, our Virtual Care Assistant, uses an AI technology provider, Anthropic (United States), to generate responses. We assess contractual, security and privacy safeguards before using overseas providers. If you prefer not to use the website forms or Rosie, contact us directly on 1300 845 766 or info@rosewoodgardens.com.au — you will receive exactly the same response.

6A. Rosie — our Virtual Care Assistant

Rosie provides general information and care navigation. Chat text may be processed by Rosewood Gardens and contracted technology providers (including Anthropic, United States) to generate a response, support safety and improve service. Conversations are retained only as long as needed for quality, safety and service improvement, are accessible to authorised staff, and are not used by us to train public AI models. Please do not enter Medicare, My Aged Care or NDIS numbers, referral codes, medication lists or detailed health information into the chat. You can ask us to access, correct or delete chat information using the contact details below.

7. Direct marketing

We may send you updates about services you use or may find helpful. You can opt out at any time using the unsubscribe link in any email or by contacting info@rosewoodgardens.com.au. We comply with the Spam Act 2003 (Cth).

8. Cookies, analytics and notifications

Our websites use cookies and similar technologies to operate, improve performance and understand usage. You can control cookies in your browser, and decline analytics cookies where we offer that choice. If we offer browser notifications, you can enable or disable them at any time.

9. CCTV and site visitors

Where CCTV is used at our premises, it is for safety and security, and signs are displayed where it operates. Footage may capture residents, visitors and staff; it is retained for a limited period and may be disclosed to law enforcement or regulators where required or authorised by law.

10. Security

We protect personal information with technical, physical and organisational measures — role-based access, multi-factor authentication on key systems, encryption in transit, secure premises, staff training and auditing. Please do not send detailed health information, identifiers or medication records through general website forms or Rosie — call 1300 845 766 so we can arrange an appropriate secure channel. If a data breach is likely to result in serious harm, we will assess it and notify affected individuals and the OAIC as required under the Notifiable Data Breaches scheme.

11. Retention and deletion

We keep personal information only as long as necessary for care, legal, regulatory and business purposes, then securely destroy or de-identify it in line with our retention schedules and applicable laws. Job-application records are kept only as long as recruitment reasonably requires unless you agree otherwise. You may ask us to access, correct or (where the law allows) delete your information at any time using the contact details below.

12. Access and correction

You can request access to, or correction of, your personal information at any time — email info@rosewoodgardens.com.au and tell us what you need. We will respond within a reasonable time. We may need to verify your identity and, where the law limits access, we will explain why.

13. Employment records

For current and former employees, some handling of employee records may be exempt from the APPs under the Privacy Act. Even where that exemption applies, we protect employee information and comply with our other legal obligations, including workplace and safety laws. The exemption does not apply to job applicants, contractors or volunteers — the APPs apply to those records in full.

14. Children and supported decision-making

Where required, we seek consent from a parent, guardian or authorised representative — and we support every person to make their own choices wherever possible.

15. Complaints

If you have a privacy concern or wish to make a complaint, contact our Privacy Officer — BKV Aged Care Pty Ltd trading as Rosewood Gardens, info@rosewoodgardens.com.au, 436 Warrigal Road, Ashburton VIC 3147, 1300 845 766. We aim to acknowledge your complaint within 2 business days and resolve it within 10 business days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au.

16. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top reflects the latest version, and significant changes will be highlighted on this page.

17. Contact us

Rosewood Gardens (BKV Aged Care Pty Ltd, ABN 87 635 762 612)
Email: info@rosewoodgardens.com.au · Phone: 1300 845 766
If your request relates to a current service, please include your full name and how we can reach you.

18. Definitions

Personal information — information or an opinion about an identified individual, or an individual who is reasonably identifiable. Sensitive information — a subset of personal information that includes health information. APPs — the Australian Privacy Principles in the Privacy Act 1988 (Cth). NDB scheme — the Notifiable Data Breaches scheme under the Privacy Act.