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Privacy Policy

Last updated: 30 October 2026

Caremax Mobility Equipment (ABN 59 671 011 251) supplies, hires and services mobility equipment and provides allied health services. We are committed to protecting your privacy. This policy explains how we handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. The information we collect

Personal information is information that identifies you or could reasonably identify you. Sensitive information includes health and disability information, and we give it a higher level of protection.

Depending on how you deal with us, we may collect:

  • Identity and contact details: your name, date of birth, phone number, email address, and delivery and billing addresses.
  • Health and care details: your mobility needs, relevant conditions, height, weight and measurements, and reports and recommendations from your allied health professional or other health professional.
  • Funding details: your NDIS number and plan details, and details of your plan manager, home care package provider, the Department of Veterans' Affairs or an insurer.
  • Home details: access, layout and photos where we need them to deliver or install equipment.
  • Transaction details: quotes, orders, hire, trials, deliveries, servicing and payments.
  • Professional details: if you are an allied health professional, support coordinator or care provider, your name, organisation, role and the clients you refer to us.
  • Website details: your IP address, browser, device and the pages you visit.

You can browse our website or make a general enquiry without telling us who you are. We will need your details to quote, supply or deliver equipment.

2. How we collect it

We usually collect information directly from you: in our showroom, by phone or email, through forms and quote requests on our website, at checkout, or through your account.

We also collect it from people acting for you or involved in your care, such as your allied health professional, support coordinator, plan manager, care provider or family, with your consent or where the law allows.

3. Why we collect, use and share it

We use your information to:

  • recommend equipment and prepare quotes;
  • process orders, hire and trials;
  • deliver, install, service and collect equipment;
  • invoice you or your funding body, and claim funding on your behalf;
  • manage accounts for allied health professionals and care providers;
  • handle questions, warranty claims, returns and complaints;
  • send product safety notices and recalls;
  • run and secure our business and website; and
  • meet our legal obligations.

We use sensitive information only to assess your equipment needs, provide our products and allied health services, arrange funding, and as the law requires. We collect it only with your consent or the consent of someone authorised to act for you.

4. Who we share it with

We may share your information with:

  • funding bodies, such as the NDIA, plan managers, home care package providers, the Department of Veterans' Affairs and insurers;
  • the allied health and other health professionals involved in your care;
  • manufacturers and suppliers;
  • freight and delivery companies;
  • our IT and software providers, including website hosting, our online store and checkout, accounting, email, freight booking, and AI assistant tools that help our staff prepare quotes;
  • our professional advisers; and
  • government agencies where the law requires it.

We never sell your personal information.

5. Overseas disclosure

Some of our software providers store or process information outside Australia, including in the United States and Canada. We take reasonable steps to make sure they protect it to a standard consistent with the Australian Privacy Principles.

6. Your rights and choices

  • Information about others: if you give us someone else's details, such as a client's, please make sure they know and have agreed.
  • Unsubscribing: we only send marketing with your consent. Use the unsubscribe link or contact us. Messages about your quotes and orders will still be sent.
  • Access: you can ask for a copy of the information we hold about you. It is free, and we will respond within 30 days.
  • Correction: tell us if anything is wrong or out of date and we will fix it. If we cannot, we will explain why in writing.
  • Complaints: contact us first and we will aim to resolve your complaint within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

7. Storage and security

We keep information in secure, password-protected systems, and only staff who need it can access it. No internet transmission is completely secure, but we take reasonable steps to protect your information. We keep it for as long as we need it and as long as tax and health record laws require, then securely destroy it or remove identifying details. If a data breach is likely to cause serious harm, we will notify you and the OAIC.

8. Payments

Card payments are processed by Shopify, and we never see your full card number. Bank transfer payments are recorded in our accounting system.

9. Cookies

Our website uses cookies only to make it work, for example to keep your cart and keep you signed in. We do not use advertising, retargeting or tracking cookies. The Shopify checkout sets its own cookies. You can block cookies in your browser, but the cart and checkout may not work if you do. We use Vercel Web Analytics, which records anonymous, cookie-free visit statistics (pages viewed, referrer, country, device) and doesn’t identify you.

10. Automated tools

Delivery prices are calculated automatically from the products in your cart and your postcode. Our staff use software, including AI assistants, to help prepare quotes, and a person reviews every quote before it is sent. We do not make decisions that significantly affect you using a computer program alone.

11. Links to other websites

Our website may link to manufacturer and other websites. We are not responsible for their privacy practices.

12. Changes to this policy

We may update this policy at any time. The current version will always be on this page.

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