Privacy Policy

Last updated: 20 July 2026

1. About this Privacy Policy

Novacorr Pty Ltd, trading as Novacorr Healthcare (“Novacorr”, “we”, “us” or “our”), respects your privacy and is committed to protecting the personal information we collect and hold.

This Privacy Policy explains:

• what personal information we collect;
• how we collect and use it;
• when we may disclose it;
• how we protect it;
• how you can request access or correction; and
• how you can make a privacy complaint.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

2. The information we collect

The personal information we collect depends on how you interact with Novacorr and may include:

• your name;
• telephone number;
• email address;
• residential, delivery or business address;
• company, organisation or healthcare-provider details;
• information about an occupational therapist, support coordinator, family member, carer or other representative;
• funding information, such as NDIS, Home Care Package, DVA or private funding;
• product enquiries and product preferences;
• equipment measurements and customisation requirements;
• delivery, trial, service, warranty and repair information;
• product serial numbers and purchase details;
• photographs, videos or documents submitted with an enquiry or support request;
• correspondence and website-chat records;
• newsletter and marketing preferences; and
• information needed to investigate complaints or provide customer support.

We do not currently process online payments through the Novacorr website.

3. Health and other sensitive information

Some enquiries involve health, disability, mobility, behavioural, clinical or equipment-support information.

This information may be considered sensitive information under Australian privacy law.

We only collect sensitive information where it is reasonably necessary to:

• understand a person’s equipment or support requirements;
• assist with product selection, scripting or customisation;
• arrange a product trial or assessment;
• manufacture or supply suitable equipment;
• respond to a service, repair, warranty or safety concern; or
• communicate with a person’s authorised representative or healthcare professional.

Where required, we collect sensitive information with the individual’s consent or as otherwise permitted by law.

Please only provide information that is relevant to your enquiry.

4. How we collect information

We may collect personal information:

• through website enquiry and contact forms;
• through support and service request forms;
• through website chat;
• when you subscribe to newsletters or marketing communications;
• by telephone, email or in person;
• during product trials, assessments, deliveries or service visits;
• from occupational therapists, support coordinators, carers, family members, funding organisations or other authorised representatives;
• from distributors, service providers or healthcare organisations; and
• through website analytics, cookies and similar technologies.

Where practical, we will collect personal information directly from the individual concerned.

When another person provides information on someone’s behalf, they should have authority or consent to do so.

5. How we use personal information

We may use personal information to:

• respond to enquiries;
• provide product information, brochures or quotations;
• arrange product demonstrations, trials or assessments;
• design, manufacture, customise, supply and deliver equipment;
• provide customer, technical, service and warranty support;
• manage repairs, complaints, incidents and product-safety concerns;
• communicate with customers, representatives and healthcare professionals;
• administer funding, invoicing and order requirements;
• maintain customer and product records;
• improve our products, services, website and customer experience;
• operate our customer relationship management systems;
• measure website and advertising performance;
• send marketing communications where consent has been provided or where otherwise permitted;
• meet legal, regulatory, quality-management and recordkeeping requirements; and
• protect Novacorr, our customers and others from fraud, misuse or unlawful activity.

We will not use personal information for an unrelated purpose unless we have consent or the use is otherwise permitted by law.

6. Website analytics, cookies and advertising

The Novacorr website uses cookies and similar technologies.

These technologies may collect information such as:

• IP address;
• device and browser type;
• general location information;
• referring website;
• pages visited;
• time spent on the website;
• links and buttons selected; and
• interactions with enquiry forms or website chat.

We use Google Analytics to understand how people use the website and to improve its performance and content.

We also use Google Ads. Depending on our campaign configuration, Google Ads may use cookies or similar technologies to measure advertising performance, record conversions and help deliver relevant advertising.

We use Zoho CRM to manage customer and enquiry information and Zoho SalesIQ to provide website-chat and visitor-engagement functions.

You can manage or disable cookies through your browser settings. Disabling some cookies may affect how parts of the website operate.

Where a cookie preference tool is available, you can use it to manage non-essential analytics and advertising cookies.

7. Marketing communications

We may send newsletters, product information, service updates and other marketing communications where:

• you have consented to receive them; or
• the communication is otherwise permitted by law.

Our marketing communications will identify Novacorr and provide a way to unsubscribe.

You can unsubscribe at any time by:

• selecting the unsubscribe link in an email;
• replying with an unsubscribe request; or
• contacting Novacorr.

Unsubscribing from marketing does not prevent us from sending necessary communications about an existing enquiry, quotation, order, delivery, service request, warranty matter or customer relationship.

8. Disclosure of personal information

We may disclose personal information where reasonably necessary to:

• Novacorr employees and authorised representatives;
• occupational therapists, healthcare professionals, carers or representatives involved in the person’s equipment requirements;
• NDIS plan managers, funding organisations or other nominated payees;
• distributors, delivery providers, installers and authorised service technicians;
• information technology, website, cloud-storage, CRM, communications and marketing providers;
• professional advisers, insurers and auditors;
• regulators, courts, government agencies or law-enforcement bodies where required or authorised by law; and
• another party where the individual has consented to the disclosure.

We take reasonable steps to limit disclosures to information that is relevant to the service being provided.

9. Overseas processing and storage

Some technology and service providers used by Novacorr, including Google and Zoho, may store or process information outside Australia.

The locations used by these providers may vary depending on their infrastructure and our service configuration.

Where required by applicable privacy law, we take reasonable steps to ensure overseas service providers handle personal information appropriately.

10. Security and retention

Novacorr takes reasonable administrative, physical and technical steps to protect personal information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

These measures may include access controls, password protection, staff procedures, secure systems and limiting access to people who require the information for their role.

No internet transmission or electronic storage system is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required by legal, contractual, quality, warranty, insurance or recordkeeping obligations.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

11. Accessing or correcting your information

You may request access to personal information Novacorr holds about you.

You may also ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

Please submit your request in writing and provide enough information for us to identify the relevant records.

We may need to confirm your identity before providing access or making a correction.

In some circumstances, applicable law may allow or require us to refuse access. Where appropriate, we will explain the reason and the available complaint options.

12. Privacy complaints

Please contact us if you believe Novacorr has mishandled your personal information or breached an applicable privacy obligation.

Your complaint should include:

• your name and contact details;
• a description of what occurred;
• relevant dates or reference details;
• how the issue has affected you; and
• the outcome you are seeking.

We will acknowledge and investigate the complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, or we have not responded within a reasonable period, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

13. External websites

The Novacorr website may contain links to external websites.

Novacorr is not responsible for the privacy practices, security or content of external websites. We recommend reviewing the privacy policy of any external website before providing personal information.

14. Changes to this Privacy Policy

We may update this Privacy Policy when our practices, systems, service providers or legal obligations change.

The updated version will be published on this page with a revised “Last updated” date.

15. Contact Novacorr

Privacy enquiries, access requests, correction requests and complaints can be directed to:

Privacy Officer
Novacorr Healthcare

Shed 3, 9–11 Claude Boyd Parade
Bells Creek QLD 4551
Australia

Email: hello@novacorr.com.au
Phone: 1300 847 897