Privacy Policy

JOY OURS ELDERCARE ADVISORS PTY LTD (ABN 86 689 308 192), trading as Joy Ours (we, us or our), respects the privacy of the individuals we deal with.

This Privacy Policy explains how we collect, hold, use and disclose personal information through joyours.com.au and joyour.com.au (together, our Website), our showrooms, and our products and services.

We have prepared this Privacy Policy with reference to the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and applicable State and Territory privacy and health records laws. These laws apply to us to the extent required by law.

Nothing in this Privacy Policy limits any rights or obligations that cannot lawfully be limited.

1. When This Privacy Policy Applies

This Privacy Policy applies when you:

• visit or use our Website;
• create or use a customer portal account, or use our chat assistant or AI product matching;
• make an enquiry or request a quotation;
• purchase or enquire about our products;
• request or participate in a product trial;
• arrange delivery, assembly, installation or home modification services;
• seek warranty or after-sales support;
• visit one of our showrooms; or
• otherwise communicate or deal with Joy Ours.

It also applies where we deal with an occupational therapist, allied health professional, aged care or Support at Home provider, NDIS-related representative, family member, carer or other person acting in connection with your enquiry or order.

Where lawful and practicable, you may be able to make a general enquiry without identifying yourself. However, we may need identifying information to prepare a quotation, process an order or payment, arrange a trial, delivery or installation, administer funding or provide other requested services.

2. Personal Information We Collect

Depending on your dealings with us, we may collect:

• your name and contact details;
• billing, delivery and service addresses;
• quotations, orders, invoices and transaction records;
• payment method and payment confirmation information;
• information contained in enquiries, forms, emails and other communications;
• information about an occupational therapist, provider, plan manager, support coordinator, family member, carer or other representative involved in your enquiry or order;
• information reasonably required for an NDIS, aged care or other third-party funded transaction, where applicable;
• information needed to arrange a trial, delivery, installation or home modification;
• customer portal account information, such as the details you give us when you register (see section 6);
• messages you send to our chat assistant and text you submit for AI product matching (see section 7); and
• technical information generated when you use our Website, such as your IP address, browser, device and website interactions (see sections 8 and 9).

Payments made through our joyour.com.au online store are processed through Shopify and relevant payment services. We do not ordinarily receive or store your complete payment card number or card security code.

Health Information

Because we supply assistive technology, mobility equipment and aged care products, you or someone acting on your behalf may provide information about your health, disability or functional needs.

This may include information about mobility, transfers, positioning, falls, pressure care, continence, cognitive or communication needs, height, weight, body measurements, relevant allied health recommendations, or photographs and measurements of your home where relevant to the product or service requested.

Some of this information may constitute health information. Under the Privacy Act, health information is a form of sensitive information.

We collect health or other sensitive information only where reasonably necessary for our functions or activities and where permitted by applicable law, including with consent where required.

You do not need to provide information that is not relevant to your enquiry. However, if information reasonably required to process your request is not provided, we may not be able to provide the requested quotation, product, trial, delivery, installation or other service.

Where a government-related identifier, such as an NDIS participant number, is provided to us, we will only use or disclose it in circumstances permitted or required by law.

3. How We Collect Personal Information

We may collect personal information:

• directly from you through our Website (including our customer portal, chat assistant and AI product matching), showroom, telephone, email, forms or other communications;
• from a family member, carer, support person or other person acting on your behalf;
• from an occupational therapist, allied health professional or other referring professional;
• from an aged care or Support at Home provider, plan manager, support coordinator, payor or other organisation involved in arranging or paying for your products or services;
• through Shopify when you use our joyour.com.au online store or complete a transaction through it;
• through Google Analytics when you use joyours.com.au (see section 9); and
• from payment or other service providers where reasonably required to process your transaction or provide the requested service.

If you provide personal information about another person, you should only do so where you are authorised to provide that information and, where required, have obtained any necessary consent.

4. How We Use Personal Information

We collect, hold and use personal information for purposes reasonably connected with our business and the products or services requested, including to:

• respond to enquiries and provide product information;
• understand your stated requirements and identify products that may be suitable for consideration;
• prepare quotations and process orders and payments;
• provide and administer your customer portal account, including price requests, quotations, order tracking, feedback and complaints;
• operate our chat assistant and AI product matching, and follow up a chat enquiry where you ask us to;
• arrange trials, deliveries, assembly, installation or home modifications;
• communicate with authorised professionals, providers, payors or representatives involved in your enquiry or order;
• administer third-party funding arrangements;
• provide warranty, repair and after-sales support;
• manage our accounting, records and business administration;
• understand how our Website is used so that we can improve it;
• protect our Website, systems and transactions from fraud or misuse;
• manage complaints, disputes and legal matters; and
• comply with applicable legal and regulatory requirements.

Health or other sensitive information will only be used or disclosed for the purpose for which it was collected, for another purpose permitted by applicable law, with consent where required, or where otherwise authorised or required by law.

5. When We Disclose Personal Information

Where reasonably necessary and permitted by law, we may disclose personal information to:

• Shopify and relevant payment service providers;
• AI service providers, such as OpenAI, that process chat assistant messages and AI product matching requests for us;
• website analytics providers, such as Google;
• accounting and business administration service providers;
• delivery, freight, installation, repair or home modification contractors;
• occupational therapists, allied health professionals and other referring professionals;
• aged care or Support at Home providers, NDIS plan managers, support coordinators or other funding-related parties;
• family members, carers, support persons or other representatives who are authorised to act for you;
• IT, hosting, data storage and other service providers supporting our business;
• professional advisers such as accountants, lawyers and insurers; and
• government agencies, regulators, courts or law enforcement authorities where required or authorised by law.

Where appropriate, we may ask a person to provide evidence that they are authorised to act for you before we disclose personal information to them.

We seek to limit disclosures to information reasonably necessary for the relevant purpose.

6. Customer Portal Accounts

You can create a free customer portal account on joyours.com.au. When you sign up, we collect:

• your name, email address and phone number;
• your organisation (optional);
• your role;
• your funding type;
• your NDIS number (optional); and
• your suburb, state and postcode.

You also choose a password. We store your password only as a salted hash, never in readable form.

An NDIS number is a government-related identifier, and we handle it as described in section 2.

We use your portal account information, and the records created when you use the portal (such as your price requests, quotations, accepted quotations, orders, feedback and complaints), to provide quotations, process and track orders, and give you support.

Portal account information is held in our business systems, which are hosted by our service providers.

7. AI Chat Assistant and AI Product Matching

Our chat assistant

Our Website has an AI chat assistant, Joy, available 24/7 on every page. When you use it, your messages are sent to OpenAI, our AI service provider, which processes them to generate the assistant’s replies. The assistant can also search our product catalogue to answer your questions.

Please do not share sensitive health information or financial information (such as card or bank details) in the chat. If you need to discuss health or funding details, please contact our staff directly.

We do not use chat conversations for advertising.

If you ask us to follow up and agree to pass on your details, the assistant sends your name, email address and phone number (if you provide one), together with a summary of your request and the recent messages from the conversation, to our staff so that we can contact you. Your contact details are only passed to our staff if you agree. We then handle that information as described in this Privacy Policy.

Answers from the chat assistant are general information only. See our Terms of Service.

AI product matching in the portal

In the customer portal, you can paste a product list or recommendations from an occupational therapist and use AI product matching to find products in our catalogue that may suit them. The text you submit is processed by our business systems and by AI service providers, such as OpenAI, to suggest products.

Recommendations from an occupational therapist or other health professional may contain health information. Where practicable, please include only the information needed to identify products and remove details that are not needed, such as a person’s name or clinical history.

AI suggestions are a starting point only. Prices are confirmed by our staff on a quotation.

8. Shopify, Network Intelligence and Cookies (joyour.com.au)

Our joyour.com.au online store is hosted and powered by Shopify. Shopify collects and processes personal information when you visit, interact with or make a purchase through that store in order to provide ecommerce, checkout, payment, security and related services.

joyours.com.au, including our customer portal and chat assistant, is not hosted on Shopify. It runs on our own business systems, hosted by our service providers.

We have Shopify Network Intelligence enabled. This allows Shopify to use information from your interactions with our store together with information from your interactions with other Shopify merchants and with Shopify to provide and improve services known as Enhanced Services. These may include personalisation, analytics, advertising, security and other Shopify functionality.

Information about your activity on our joyour.com.au online store may therefore be shared with Shopify and with third parties used by Shopify to provide these services, including recipients located outside Australia. In connection with Enhanced Services and certain Shopify consumer services, Shopify may process personal information for its own purposes in accordance with the Shopify Consumer Privacy Policy.

Depending on where you are located and the law that applies to you, Shopify may also provide privacy choices relating to its use of your personal information through the Shopify Privacy Portal.

Shopify and our joyour.com.au online store also use cookies and similar technologies to operate the store and checkout, remember preferences, maintain security, understand website interactions and provide Shopify functionality. You can control some cookies through your browser or available website privacy controls, although disabling certain technologies may affect parts of the store or checkout.

9. Google Analytics, Search Console and Cookies (joyours.com.au)

We use Google Analytics 4, a web analytics service provided by Google, on joyours.com.au. Google Analytics uses cookies and similar technologies to collect information about how visitors use our Website, such as the pages viewed, how visitors arrive at our Website and the type of device and browser used. We use this information, which we view in aggregated reports, to understand and improve our Website.

You can block or delete cookies through your browser settings. You can also opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on. For more information about how Google uses information from websites that use its services, see How Google uses information from sites or apps that use our services.

We also use Google Search Console, which gives us aggregated information about how our Website appears in Google Search results, such as the searches and clicks that lead to it.

joyours.com.au also uses a cookie that is needed to keep you signed in to the customer portal. If you block this cookie, you will not be able to sign in to the portal.

10. Overseas Disclosure

Some of the service providers we use operate internationally or use overseas service providers.

We may therefore disclose personal information to overseas recipients in connection with ecommerce, payment, accounting, cloud infrastructure, AI services, website analytics, technical support and related services.

Based on our current service arrangements, overseas recipients are likely to be located in countries including Singapore, New Zealand, Canada, the United States, the United Kingdom, India and South Africa. These locations may change as our service providers change their service arrangements.

In particular, OpenAI (which provides AI services used by our chat assistant and AI product matching) and Google (which provides Google Analytics and Google Search Console) may process personal information outside Australia.

Where applicable privacy law applies to an overseas disclosure made by us, we will comply with the requirements applying to that disclosure.

We do not generally need to provide identifiable customer health information to overseas product manufacturers or suppliers. Where an overseas disclosure is reasonably necessary for an order, warranty or technical support matter, we may make that disclosure where permitted by law.

11. Security and Retention

We hold personal information through our ecommerce, accounting and business administration systems (including the business systems that support joyours.com.au and our customer portal, which are hosted by our service providers) and in ordinary business records and communications.

We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. However, no method of electronic storage or internet transmission can be guaranteed to be completely secure.

We retain personal information for as long as reasonably necessary for the purpose for which it was collected, for other purposes permitted by law, or to meet applicable accounting, taxation, warranty, record-keeping, dispute, insurance or legal requirements.

Where required by applicable law, personal information that is no longer required will be destroyed or de-identified.

12. Access and Correction

You may request access to personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We may ask for information reasonably necessary to verify your identity. If another person makes a request on your behalf, we may also require evidence that they are authorised to act for you.

We will deal with access and correction requests in accordance with applicable law. In some circumstances, the law may permit or require us to refuse access to certain information or decline a requested correction. Where required, we will explain our decision and any available complaint mechanism.

13. Privacy Complaints, Changes and Contact

If you have a question about this Privacy Policy, wish to request access to or correction of your personal information, or have a complaint about how we have handled your personal information, please contact:

Privacy Enquiries
JOY OURS ELDERCARE ADVISORS PTY LTD
ABN 86 689 308 192
Trading as Joy Ours

Email: info@joyours.com.au

Contact form: joyours.com.au/contact

Melbourne Showroom
67 Hamilton Pl
Mount Waverley VIC 3149
Australia

Adelaide Showroom
33 Raglan Ave
Edwardstown SA 5039
Australia

Please provide enough information for us to understand and investigate your request or complaint. We may request further information where reasonably necessary, including to verify your identity or authority.

We will consider and respond to privacy complaints within a reasonable period having regard to the nature and complexity of the matter.

We may update this Privacy Policy from time to time to reflect changes to our business, systems, practices, service providers or legal requirements. The current version will be published on our Website together with its last updated date.