Legal

Delete your data

How to ask us to delete personal information we hold about you.

The short version

  • CareOp accounts are created by an employer, not by you — so the app has no “delete my account” button, and closing an account is normally something your provider does.
  • You can ask us directly instead, by email. There is no charge.
  • Some records must be kept by law even after you ask — care records in particular. We will tell you exactly which, and delete everything else.

Start with your provider, if you can

The organisation you work for, or that delivers your supports, controls the records in CareOp. They can close your account and action an erasure request immediately, and they know which records they are obliged to keep. That is almost always the faster route.

Or ask us directly

Email privacy@careop.com.au with the subject “Data deletion request”, and tell us:

  1. your full name;
  2. the provider or organisation you are connected to;
  3. the email address you use to sign in, if you have an account; and
  4. whether you want your account closed, your data deleted, or both.

Open an email with those questions already in it.

We will acknowledge within 5 business days and complete the request within 30 days. We may need to confirm your identity first — we will not delete records on the word of someone we cannot verify, because doing so would itself be a privacy failure. There is no fee.

What gets deleted

  • your sign-in account, so you can no longer access the platform;
  • your profile, contact details, photo and emergency contacts;
  • availability, preferences and notification settings;
  • your device push notification tokens;
  • credential documents you uploaded, subject to the exceptions below; and
  • location coordinates attached to your clock records.

What cannot be deleted, and why

Some records exist because the law says a provider must be able to show what happened. A deletion request cannot remove them, and we will tell you which ones applied to you:

  • Care and health records. Under the Health Records Act 2001 (Vic) and its equivalents elsewhere, health information must generally be kept for at least seven years after the last service, and where it was collected about a child, until they turn 25.
  • Incident records. Reportable incidents are kept under the provider’s obligations to the NDIS Quality and Safeguards Commission.
  • Pay and employment records. The Fair Work Act requires employers to keep these, generally for seven years.
  • Claiming and financial records. Kept under NDIS and tax obligations.
  • Audit trails. The record that a change was made is what makes the system trustworthy, and removing it on request would defeat its purpose. Audit entries reference which field changed rather than storing the value.

Where a record must be kept, we restrict it so it is no longer used operationally, and it is destroyed when its retention period ends. A progress note you wrote about a participant stays part of that participant’s care record — it is their record as much as your authorship of it.

Just want to stop notifications?

You do not need a deletion request for that. Turn notifications off in the app under Me → Notifications, or in your phone’s settings. Removing the app from your phone stops all location collection immediately, since it is only ever collected while the app is open and you are acting.

If you are not satisfied

Our full complaints process is in section 12 of the privacy policy, including how to escalate to the Office of the Australian Information Commissioner or, in Victoria, the Health Complaints Commissioner.