Dear Valued Customer, 

The team here at Accuro Homecare are always looking to find ways to improve the support we provide and how we provide them.  

One initiative that we have been working on over the past year is the introduction of our new system and mobile app, Alayacare. Our team of wonderful support workers will be starting to use this fabulous new system as of this Monday the 12th September 2022 

We wanted to communicate this new system roll out to you as you might notice your support worker on their phone a little more at the start and finish of your service while they get use to the new system.  

How will this help you? 

The system is here to help us with training new workers, or supporting current workers, who may not see you very often so that they can deliver the services you receive, the way you like them. It will also help to make sure that your regular workers are delivering your services as we have set out and agreed upon in your service agreement and care plan.  

Alayacare will also help us to keep better records about your supports which will help us to provide you with any supporting information you may need at a plan review to seek additional support.  

We have planned this new system roll out carefully and we don’t expect any issues but if something does go wrong please call us so that we can make sure it doesn’t happen again.  

We want to thank you for your patience and support as we are bringing this new system in, if you have any concerns don’t hesitate to phone the office on (02) 4305 2503. 

Warm Regards, 

Accuro Homecare Team 

Dear [firstname],

We would like to share some exciting news with you about Accuro Homecare (Accuro).  Jaye Giles the current owner of Accuro has decided to retire and on the 3rd of October 2022 Outlook (Aust) Ltd (Outlook), a not-for-profit NDIS service provider, will become the new owner.  

Jaye Giles has been the sole owner and Company Director of Accuro since 2018.  Jaye’s decision to retire has provided Outlook with the opportunity to further their purpose to create and facilitate sustainable opportunities for people with a disability to live, work and connect within their communities, by purchasing the organisation. 

Together, we have been working on a plan to bring the organisations together in a way that respects and preserves Accuro’s team, culture and sense of community.  In the coming months we will be focused on activities to support the transition and ensure the continued delivery of quality services and supports.   

What will remain the same:  

  • We will continue to provide the same quality services and supports our customers expect from us in homes and communities across the Hunter and Central Coast region.  
  • The Accuro leadership, corporate support and disability support worker teams will remain the same and Accuro’s head office will continue to be based at 247 The Entrance Road, The Entrance NSW 2261. 
  • Rachel Willis, the current CEO of Accuro, will continue to lead and be based at Accuro.  Rachel’s title will change to Executive General Manager – Community Services and will assume a leadership role across all of Outlook’s Community Services portfolio. 
  • The service will continue to be known as ‘Accuro Homecare’. 
  • Employment with Outlook will recognise your current accrued entitlements (including annual, personal and long-service leave) along with length of service 

What will change: 

  • Outlook will take ownership of the organisation from Monday the 3rd of October 2022.  At that time, our legal name will change from: 
  • Accuro Home and Community Care Pty Ltd (ABN: 63 624 589 957), to 
  • Outlook (Aust.) Ltd trading as Accuro Homecare (ABN:  84 168 589 417) 
  • As Outlook is a not-for-profit, you may be able to access additional income through salary sacrifice arrangements, depending on your personal circumstances.  Additional information and support to understand these benefits, will be provided in the letters of offer. 
  • You will be supported by a larger team and may be able to access a wider range of employment opportunities.   

About Outlook: 

Operating in Victoria and Queensland, Outlook has been providing services to people with disability for over 50 years and supports its customers to achieve their goals and aspirations by delivering a diverse range of services and opportunities according to their needs.  

Outlook provides services under the National Disability Insurance Scheme (NDIS), Commonwealth Disability Employment Service (DES) Program and operates one of the largest social enterprises in Australia, which creates meaningful employment opportunities for people that experience barriers to employment.  Further information is included with this letter and can be found at https://www.outlookaust.org.au/. 

Next Steps: 

We look forward to welcoming you as a member of the Outlook family.  Over the next 2 weeks we will be working through the integration steps and be aiming to provide letters of offer to staff in the week beginning 15th August and will provide plenty of time and opportunity for you to consider the offer and ask questions.  

We recognise that the transition process can feel uncertain, however we will work our hardest to communicate openly and transparently with you and make it as enjoyable as possible. 

In the meantime, if you have any questions or would like to talk through any of the changes, please get in touch with Lisa Harris on (02) 4305 2503 / 1300 554 983. 

 

Yours faithfully, 

   

Jaye Giles 

Director, Accuro Homecare 

Rachel Willis 

CEO, Accuro Homecare 

 

 

Sam Sondhi 

CEO, Outlook (Aust) Ltd 

Anne McCormick 

Deputy CEO, Outlook (Aust) Ltd 

Dear valued NDIS Customer,

We would like to share some exciting news with you about Accuro Homecare (Accuro).  Jaye Giles the current owner of Accuro has decided to retire and on the 3rd of October 2022 Outlook (Aust) Ltd (Outlook), a not-for-profit NDIS service provider, will become the new owner.  

Jaye Giles has been the sole owner and Company Director of Accuro since 2018.  Jaye’s decision to retire has provided Outlook with the opportunity to further their purpose to create and facilitate sustainable opportunities for people with a disability to live, work and connect within their communities, by purchasing the organisation.  

What will remain the same:  

  • We will continue to provide the same quality services and supports you expect from us in homes and communities across the Hunter and Central Coast region.  
  • The way you get in touch with us and book services via phone or email will stay the same.   
  • The people you talk to on the phone will still be based locally.  
  • The team will all still be located at 247 The Entrance Road, The Entrance NSW 2261. 
  • The people who support you in your home and to participate in the community will be the same.   
  • Rachel Willis, the current CEO of Accuro, will continue to lead and be based at Accuro.  Rachel’s title will change to Executive General Manager – Community Services and will assume a leadership role across all of Outlook’s Community Services portfolio. 
  • The service will continue to be known as ‘Accuro Homecare’. 
  • The fees, charges, terms and conditions that have been set for 22/ 23 FY will stay the same.  

 

What will change: 

Outlook will take ownership of the organisation from Monday the 3rd of October 2022.  At that time, our legal name will change from: 

  • Accuro Home and Community Care Pty Ltd (ABN: 63 624 589 957), to 
  • Outlook (Aust.) Ltd trading as Accuro Homecare (ABN:  84 168 589 417) 

Our banking and invoicing details will also change and we will share this information with you over the coming weeks. 

  • As Accuro will be changing ownership, we will need to set up new Service Agreements and Support & Care Plans with you under the new name.  

Over the next 2 weeks our team will be working through the necessary changes and will be in touch with you to discuss setting up your new agreements and plans, as well as go through any queries you may have - we promise to make things as simple as possible.  In the meantime, if you have any questions or would like to talk through any of the changes, please get in touch with the team at Accuro on (02) 4305 2503 / 1300 554 983, we are only too happy to help. 

About Outlook: 

Operating in Victoria and Queensland, Outlook has been providing services to people with disability for over 50 years and supports its customers to achieve their goals and aspirations by delivering a diverse range of services and opportunities according to their needs.  

Outlook provides services under the National Disability Insurance Scheme (NDIS), Commonwealth Disability Employment Service (DES) Program and operates one of the largest social enterprises in Australia, which creates meaningful employment opportunities for people that experience barriers to employment.  Further information is included with this letter and can be found at https://www.outlookaust.org.au/. 

We look forward to continuing to serve you and delivering the high-quality services you expect from us. 

Yours faithfully, 

   

Jaye Giles 

Director, Accuro Homecare 

Rachel Willis 

CEO, Accuro Homecare 

 

 

Sam Sondhi 

CEO, Outlook (Aust) Ltd 

Anne McCormick 

Deputy CEO, Outlook (Aust) Ltd 

 

Easy read guides

Accuro Homecare is committed to providing quality services and respecting your rights. Your right to privacy and confidentiality will be recognised, respected, and protected in all aspects of your contact with us. This statement outlines our ongoing obligations to you in respect to how we manage your Personal Information. 

Accuro Homecare complies with the requirements of the Privacy Act 1988 (Cth) which regulates how personal information about individuals is handled. The Act includes thirteen Australian Privacy Principles (APPs). The APPs set out standards, rights and obligations for the handling, holding, use, accessing and correction of personal information. The Act protects the privacy of an individual’s information where it relates to Commonwealth agencies and private businesses (including not-for-profit organisations) with a turnover of more than $3 million. All organisations that provide a health service and hold health information (other than in an employee record) are covered by the Act. 

Accuro Homecare complies with the requirements of the National Disability Insurance Scheme Act 2013 (Cth), Privacy and Personal Information Protection Act 1998 (NSW) and Health Records and Information Privacy Act 2002 (NSW) 

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Personal Information includes Health Information, which is information about the physical or mental health or disability of an individual.  

Examples of Personal Information we collect includes your name, phone number, email address, home and/or postal address, emergency contact details and date of birth. 

We collect your Personal Information in many ways including by phone, email, via our website, during the intake and assessment process and any related referrals from third parties.  

Personal Information includes information that is recorded in a visual or audio format, such as photos, videos and sound recordings.  

Accuro Homecare will only request and retain Personal Information that is necessary to: 

  • assess your eligibility for support; 
  • provide safe and responsive support; 
  • monitor the supports provided; and 
  • fulfil contractual and other requirements to provide non-identifying data and statistical information to government agencies. 

When we collect Personal Information, we will explain to you why we are collecting the information and how we plan to use it. 

Third Parties 

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties (such as other disability services). In such cases we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party. 

Disclosure of Personal Information 

Your Personal Information will only be disclosed: 

  • to prevent or lessen a serious and imminent threat to the life or health of you or another person; 
  • to outside agencies with your or your representative’s permission; 
  • with written consent from a person with lawful authority; or 
  • when required by law, or to fulfil legislative obligations such as mandatory reporting. 

Security and Destruction of Personal Information 

Your Personal and Health Information will be stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure. 

When your Personal and Health Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify it.  

We will retain and dispose of your Personal and Health Information in accordance with our Privacy and Confidentiality Policy and Procedure. 

Access to your Personal Information 

You may access the Personal or Health Information we hold about you, including to update or correct it, subject to certain exceptions. If you wish to access your Personal or Health Information, please speak to a staff member. 

In order to protect your Personal or Health Information we may require identification from you before releasing the requested information. 

You have the right to: 

  • request access to personal information we hold about you; 
  • access this information; and 
  • make corrections if you consider the information is not accurate, complete or up to date. 

However, access may be denied in part or in total where: 

  • the request is frivolous or vexatious; 
  • providing access would have an unreasonable impact on the privacy of other individuals; 
  • providing access would be likely to prejudice an investigation of possible unlawful activity; 
  • providing access would pose a serious and imminent threat to the life or health of any individual; and 
  • denying access is required or authorised by or under law. 

We aim to address all requests to access or correct information within 10 working days. We will not charge any fee for your access request but may charge an administrative fee for providing a copy of your information. 

Maintaining the Quality of your Personal Information

It is an important to us that your information is up to date. We will take all reasonable steps to make sure that your Personal Information is accurate and complete. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you. 

Complaints and Enquiries 

If you have any queries or complaints about this Privacy Statement or how Accuro Homecare manages privacy matters, please contact our Privacy Officer. 

  • by email to: This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • by phone on: 1300 554 983 or  
  • in writing to: PO Box 403 The Entrance NSW 2261 

Alternatively, you can speak directly to the Privacy Officer who will record your enquiry or complaint and ensure it is followed. 

All feedback and complaints regarding privacy will be dealt with in accordance with our Feedback and Complaints Policy and Procedure. 

Supporting Documents  

Documents relevant to this policy: 

  • Participant Rights and Responsibilities Policy and Procedure 
  • Records and Information Management Policy and Procedure 
  • Privacy and Confidentiality Policy and Procedure  
  • Feedback and Complaints Policy and Procedure  

Monitoring and Review

This Privacy Statement, along with Accuro Homecare’s Privacy and Confidentiality and Records and Information Management policies and procedures will be formally reviewed at least annually. Formal reviews will include participant, staff and other stakeholder feedback.