Privacy policy

Scope

This Privacy Policy explains how Ryman Healthcare and its subsidiaries (together Ryman) collect, use, disclose, store, and protect personal information. Ryman is committed to protecting the privacy of all individuals whose personal information we collect. We treat personal information with the same care and respect we expect for our own and in accordance with all applicable Australian laws and regulations.

This policy applies to all Ryman operations, including our villages, care centres, construction sites, offices and digital platforms.

Personal information is any information about, or related to, an identifiable individual. This includes the information of our residents (consumers) and their families, and our employees, suppliers, contractors and shareholders.

Information about privacy when using our website can be found here.

Collection

We collect personal information in ways that are lawful, fair and not reasonably intrusive. We may collect and hold personal information about:

• Current, prospect or former residents, and their families and other representatives
• Service providers, suppliers and their employees and contractors
• Investors
• Current and prospect employees and contractors of Ryman; and
• Any other people who Ryman deals within the course of carrying out their business.

We gather personal information so we can operate our business effectively, deliver and promote our services and comply with our legal responsibilities. The specific information we collect and hold will depend on the nature of your interactions with Ryman and may include:

• When you, or a member of your family, communicate with us about becoming a resident or the services we offer, we will collect:
  • Identifying and contact details, as well as details of any authorised representatives
  • Financial information required to help us to determine how best to guide you through the application process
  • Any further information provided through correspondence with us.
• During the application process, we will also collect:
  • Information about your health and medical details that may be relevant to determining how we can provide you with the best support and service while you are a resident in a Ryman village
  • Financial details required to process your application
  • Any information about you and your living requirements
  • Any information provided through correspondence with us.
• If you are a resident at one of our villages, we will also collect personal information to enable us to deliver safe and effective care services in accordance with your needs, goals and preferences to optimise health and wellbeing:
  • Your health and medical treatment details. This information is considered ‘sensitive’
  • Financial details (for banking and payment purposes).
• If you are an employee, contractor, business partner, service provider or job applicant we may also collect personal information provided by you for the purposes of commencing a business relationship or providing services. This may include:
  • Educational qualifications, information about your past work history, police checking results and health checks provided during an employment application
  • Employees’ banking, tax and superannuation details
  • Contact details and any personal information provided when you commence a business or service relationship with us.

Additional personal information may be collected under specific circumstances. We will only collect information necessary for us to deliver services or where required by law, and only with consent or where required or authorised by law.

We will ensure that any personal information about you is collected where possible, directly from you. In some circumstances we may collect information from you indirectly, such as through CCTV footage on our premises, from other individuals or organisations you have authorised us to collect the information from, from publicly available sources, or from third parties where required to uphold the law.

If you are physically or mentally incapable of providing consent but we believe it is in your best interests, we may also collect personal information about you from other organisations. If we do this, we will ensure we are doing so in compliance with the requirements of the Privacy Act.

We also collect resident and employee information, such as photographs, to use in marketing and promotional material for Ryman Healthcare. In all instances this will be collected on an opt in basis and is completely voluntary. We have specific policies that govern this which are available at the following link.

Accuracy, access and correction

Anyone may request us to provide them with access to the personal information we hold that relates to them. We will make this information available in response to a request as quickly as possible.

We will ensure that personal information about you is provided only to you or to other individuals or organisations you have authorised us to provide your information to.

We will take all reasonable steps to ensure the information we hold is accurate and not misleading. Any incorrect information we hold will be corrected as soon as we are made aware of an inaccuracy.

Use and disclosure

We will use personal information to enable us to deliver the best support and services for our residents across all living and care options.

If you contact us about becoming a resident or the services we offer, we use your information to respond to your enquiry and support you to determine the living option best suited to your needs.

If you are a resident at one of our villages, we will use your personal information to:

• Do anything you authorise or consent to us doing (including providing care services)
• Keep you informed of the latest news, such as the status of new village developments
• Ensure that you receive any necessary health or medical service, or any other service you require
• Respond to any complaints
• Use CCTV footage, if required, for detecting and deterring criminal behaviour at our villages and monitoring the safety and security of our residents, employees and property
• Manage and maintain our villages
• Take any action we are required or authorised by law to take.

We will use personal information only for the purpose(s) for which it was collected, unless there is good reason to use it for other purposes and this is allowed by the Privacy Act.

We will provide personal information to other people or organisations if we need to do so to deliver our services, and with your consent or where required or authorised by law. We may disclose your personal information to:

• Approved employees of Ryman Healthcare, including in our New Zealand offices
• Your authorised representatives, including those with enduring powers of attorney and nominated next of kin
• Healthcare professionals involved in your care
• Our business and service providers (such as IT providers)
• Our professional advisors (such as insurers, research providers, auditors, and lawyers)
• Government and regulatory authorities, where required or authorised by law.

We will take all reasonable steps to ensure third parties protect your personal information with the same care and respect we do.

Direct marketing

We may use your personal information to identify a product or service that you may be interested in, or to contact you about an event or promotion. By providing us your personal information, you provide us your consent to use the personal information to contact you from time to time, whether by post, phone, email or SMS to tell you about new services or special offers which we believe may be of interest to you.

You can withdraw your consent to receiving direct marketing communications from us at any time by unsubscribing from the mailing list using the link in the marking communication or contacting the Privacy Officer.

Storage and security

Your personal information is stored in our data centres in Australia and New Zealand.

We will store all personal information with reasonable safeguards against misuse, interference and loss, and from unauthorised access, modification and disclosure. Such safeguards include:

• Secure electronic systems
• Access controls and authentication
• Employee training and confidentiality obligations; and
• Secure disposal processes.

Only approved personnel will have access to resident files and to any other personal information we hold.

We keep personal information only for as long as it is required for the purpose it was collected, or for legal, regulatory, contractual or care section requirements. We will destroy it securely when it is no longer needed.

Accountability and responsibility

All employees and management of Ryman are responsible for treating all personal information with care and respect, actively protecting the privacy of everyone we hold information about, and complying with the Privacy Act. All employees and management are responsible for bringing anything that is not consistent with this to the attention of the Privacy Officer.

The Privacy Officer is responsible for supporting management and employees to understand and deliver good privacy practice and how to comply with the Privacy Act.

We have privacy training programmes, policies and supporting procedures, and monitoring processes to assist our employees and management to actively protect the privacy of everyone we hold information about in the same way as we would expect our own information to be protected.

Inquiries and complaints

If you want to talk to us about privacy or your personal information or have a complaint about the way we have treated your personal information, please contact us and we will respond as soon as possible. We also welcome any questions and comments you may have about our privacy practices.

You can contact us at:

Privacy Officer
Ryman Healthcare
PO Box 54
Collins Street West
VIC 8007
privacy@rymanhealthcare.com
1800 288 299

If you are not satisfied with our response you can complain to the Office of the Australian Information Commissioner

enquiries@oaic.gov.au
1300 363 992 (from overseas +61 2 9284 9749)

Ryman may revise or update this Privacy Policy from time to time. Any changes will apply from the date Ryman posts the updated Policy on its website. This Policy was last updated in April 2026.