Introduction and definitions
Personal information is information about an identifiable individual (a natural person).
References to “products” or “services” include the provision by us of residential care and accommodation, residential rehabilitation services, retirement villages, apartments, medical alarms and any other healthcare-related product or service offered by us from time to time.
‘You’, ‘your’ and ‘customer’ refers to current, former or prospective residents, patients or customers of us and includes their representatives.
Consent means your permission. Your consent can be express or implied. Express consent can be written (e.g. when you sign a form or send us correspondence) or verbal (e.g. when you give us your permission over the phone or in face-to-face conversations). Your consent will be implied when we can reasonably form a conclusion (for instance, from our pre-existing relationship with you) that you have given consent by either taking action or deciding not to take action.
When you become a customer or resident, or make an enquiry about our products or services, you agree to us handling your personal information (including any use or disclosure) as outlined in this policy.
This policy applies to you in addition to any agreement, terms or condition applicable to our products and services that you obtain from us.
This policy does not limit or exclude any of your rights under the Act. If you wish to seek further information or advice on the Act, see www.privacy.org.nz or contact the New Zealand Office of the Privacy Commissioner on 0800 803 909 during their business hours.
Changes to this policy
We may change this policy from time to time by updating this page. The change will apply from the date that we update the revised policy.
This policy was last updated on 04 October 2021.
Personal information we collect
The personal information we collect depends on how you use our products and services as well as our relationship with you. We will only collect your personal information by lawful and fair means and not in a way that may be unreasonably intrusive.
The amount and type of personal information we collect from you and hold about you will vary depending on whether you are an existing customer, have made enquiries about our products and services and also the extent to which you have used our products and services.
If you have purchased products or services from us, the personal information that we hold about you may include:
- your name, address, telephone and email contact details
- personal details such as age and gender
- your National Health Index (NHI) number (where this information is required for one for the purposes for which the NHI number was assigned)
- records of service contacts you’ve had with us
- financial information (for example, payment and billing details)
- details of purchases made and professional services used, including the date
- medical history
- health information and records including health assessments, diet limitations,
- contact details of your next of kin, representative(s) or others acting on your behalf.
We will only collect information that is necessary for the purposes of:
- maintaining and administering your customer record, including (where relevant) your clinical record
- assessing your requirements and needs and how we can best provide you with our products or services
- providing you with or facilitating the provision of healthcare services or treatments
- ensuring the integrity and safety of our operations
- providing our products or services to you
- billing you and to collect money that you owe us, including through third party debt collection agencies
- promoting our products and services to you
- processing, administering and collecting payments from you
- communicating with you in relation to any matter relating to you or any of the products or services provided to you
- carrying out internal functions including (but not limited to) administration, accounting, audits, credit checks, quality assurance, compliance and risk management, information technology and internal reporting
- monitoring price and evaluating products and services
- resolving complaints and reporting on complaints internally for management reporting purposes
- fulfilling our sales and marketing promotions
- conducting analysis, surveys and research
- complying with our legal obligations, including protecting and/or enforcing our legal rights and interests.
Who do we collect your personal information from?
We collect personal information in a number of ways, including:
- you, when you provide that personal information to us when applying to become a resident
- including via the contact us on our website and any related service
- through any registration or subscription process
- when you provide information through the contact forms on our website
- through any contact with us e.g. telephone call, email, forms, an onsite visit or social media platforms e.g. messenger
- when you buy or use our services and products e.g. purchase of merchandise, hair salon, podiatrist, purchase of Villa or Apartment, admission to our Care home
- when you subscribe to newsletters or other direct marketing materials
- when your health status is assessed; or
- when we provide care and services to you during your residential care stay
If possible, we will always try to collect personal information from you directly. But in some circumstances, we may also collect your information from third parties where you have authorised this or the information is publicly available:
- your representative, or any person you have authorised to act on your behalf
- healthcare practitioners who are involved in your care (with your consent)
- government agencies such as including District Health Boards, the Accident Compensation Corporation (ACC), the Ministry of Health (with your consent) and Ministry of Social Development – Work and Income (with your consent).
If you have provided us with information about another person, then you must comply with your obligations under both of the applicable Privacy Laws stated above, for instance, you may need to tell that other person that you have done so, that they have a right to access their information and that we will handle their personal information in accordance with this policy.
If you do not provide us with the personal information we reasonably request, we may be unable to provide you with the products or services that you are requesting.
How we use your personal information
We will use your personal information:
- to verify your identity
- to provide services and products to you
- to market our services and products to you, including contacting you electronically (e.g. by text or email for this purpose)
- to improve the services and products that we provide to you
- to undertake credit checks of you (if necessary)
- to bill you and to collect money that you owe us, including authorising and processing credit card transactions
- to respond to communications from you, including a complaint
- to conduct research and statistical analysis (on an anonymised basis)
- to protect and/or enforce our legal rights and interests, including defending any claim
- for any other purpose authorised by you or the Act.
Disclosing your personal information
We may disclose your personal information to:
- another company within our group e.g. Golden View Lifestyle Village, Apartments or Golden View Care
- any business that supports our services and products, including any person that hosts or maintains any underlying IT system or data centre that we use to provide the website or other services and products
- healthcare providers involved in your treatment or care
- a credit reference agency for the purpose of credit checking you
- other third parties (for anonymised statistical information)
- auditors and other service providers we may appoint to ensure the integrity and clinical safety of our operations or any other person or entity engaged by us or acting on our behalf. In this case any person or entity will be contractually bound to use any personal information shared with them only to perform the services they have been hired to provide for our benefit;
- any court, government agency, tribunal, statutory supervisors and regulatory bodies including District Health Boards, the Accident Compensation Corporation (ACC) and the Ministry of Health where disclosure is required or permitted by law, including in legal proceedings
- any other person authorised by the Act or another law (e.g. a law enforcement agency)
- third party health benefit providers and insurance companies to assist in the processing of a claim for reimbursement or payment of all or part of the cost of treatment submitted by you or on your behalf;
- your authorised nominated representative(s) or any person acting on your behalf
From time to time, we may contact you to provide you with information about other products and services offered by us, our related entities and our business partners that may be of benefit to you and your family. We will obtain your consent before we contact you using an electronic message.
We may share your personal information on a confidential basis with our related companies, business partners and third parties engaged by us so that they can offer you products and services and fulfil offers to you.
When you become our customer, you consent to s using your personal information for marketing purposes (as described in this policy), including for data analytics and related activities that may help us improve our products and services and how we deliver these to you.
If you do not wish to be contacted by us for marketing purposes you can contact us at any time to let us know. Our contact details are at the end of this policy.
If you request not to receive marketing material, please note that we will still contact you in relation to our on-going relationship with you. For example, we will still send you any bills, statements and notices that are relevant to the products and services you have purchased from us.
If you contact us to make an enquiry, we may store your personal information to contact you in the future in relation to the product or service you enquired about.
Storage and security of your information
We will protect the security of your personal information using such security safeguards as are reasonable in the circumstances in relation to the security and storage of your information, and to prevent unauthorised use or disclosure of your information. We maintain data security standards, policies and procedures.
We keep your personal information for as long as it is required to provide you with the services and products you requested from us and to comply with legal requirements.
If we no longer require your personal information for any purpose, including legal purposes, we will take reasonable steps to securely destroy or de-identify your personal information except in circumstances where we are permitted or required by law to keep it. In the case of health information, we will retain your information for a minimum of 10 years from the most recent time we provided health services to you.
Accessing, updating and correcting your personal information
Subject to certain grounds for refusal set out in the Act, you have the right to access your readily retrievable personal information that we hold and to request a correction to your personal information. Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates.
In respect of a request for correction, if we think the correction is reasonable and we are reasonably able to change the personal information, we will make the correction. If we do not make the correction, we will take reasonable steps to note on the personal information that you requested the correction.
To enable us to provide you with the best possible service, it is important that the information we hold about you is accurate. If your details change, it is your responsibility to contact us to notify of any changes and we will not be liable for any loss or damage you suffer as a result of failing to notify us of changes to your information.
If you want to exercise either of the above rights, contact details can be found here: https://www.goldenviewvillage.co.nz/contact-us/
Your email should provide evidence of who you are and set out the details of your request (e.g. the personal information, or the correction, that you are requesting).
We may charge you our reasonable costs of providing to you copies of your personal information or correcting that information. This charge will be limited to the cost of recouping our costs for providing you with the information. For example, document retrieval, photocopy, labour and delivery to you. We will not charge you to make a request to access your information.
Our website does not provide facilities that guarantee secure transmission of information over the internet. You should be aware that there are risks in transmitting information across the internet, including online forms and email. If you are concerned about conveying sensitive or personal material to us over the internet, contact us by telephone to discuss the matter.
While we take reasonable steps to maintain secure internet connections, if you provide us with personal information over the internet, the provision of that information is at your own risk.
We collect standard web server/visitor traffic information, commonly referred to as aggregate information, regarding overall website traffic patterns.
Normally, web servers collect this type of basic information as part of their web log processes. We only use this information for statistical, reporting and website administration and maintenance purposes. It is not used in a way that individually identifies you, and we do not report on individual users.
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