Protecting the privacy, dignity and wellbeing of clients is central to every quality care provider’s mission. But in recent years, the way care is delivered and managed has transformed. From mobile rostering apps and digital progress notes to cloud-based care management systems, technology is now woven into almost every part of the care journey.
This shift brings enormous benefits, but it also brings new risks. Recent incidents, such as the 2022 NDIS data breach, have shown that disability and aged care providers are increasingly in the crosshairs of cybercriminals. With so much personal, health and financial information stored online, the stakes are high. A single breach can cause emotional distress for clients, disrupt service delivery and damage the trust you’ve worked hard to build.
Read on to learn why the care sector is a prime target for cyberattacks, what your legal and regulatory responsibilities are, and the practical measures you can take to strengthen your cybersecurity.
Why care businesses are high-risk targets
Cybercriminals don’t just target large corporations; they look for sectors that hold valuable information and may have weaker defences. Unfortunately, disability and aged care providers fit this profile all too well.
A goldmine of sensitive data
Care organisations manage large volumes of highly personal information every day: NDIS plans, medical histories, health assessments, medication schedules, tax file numbers, banking details and emergency contact information. This data is not only attractive to cybercriminals for identity theft and financial fraud, but it can also be sold on the dark web or used for targeted scams.
Complex care delivery environments
Unlike many industries, care often happens outside a single, secure office environment. Teams may be mobile, working across client homes, facilities and community settings, often accessing records on shared devices or through public internet connections. In some cases, staff share logins or devices, which makes it harder to track activity and spot suspicious behaviour.
Underinvestment in cybersecurity
Small-to-medium care providers, which make up much of the sector, often focus their limited budgets on frontline care delivery. While understandable, this can lead to outdated software, unpatched systems and minimal cybersecurity training, all of which create vulnerabilities.
NDIS and aged care cybersecurity requirements
Strong cybersecurity isn’t just best practice, it’s a compliance obligation for every care provider. Both disability and aged care sectors have clear standards and regulations that set out how participant and client information must be stored, accessed and disposed of securely.
NDIS Practice Standards and Aged Care Quality Standards
Under the NDIS Practice Standards, providers must ensure participant information is:
- Stored securely to protect against unauthorised access or loss
- Accessed only by authorised personnel involved in delivering supports
- Disposed of appropriately, whether through secure deletion or shredding
Similarly, Aged Care Quality Standard 8 (Organisational Governance) requires providers to maintain robust information security practices, safeguarding clinical records, medication details and sensitive family contacts. Both frameworks emphasise that protecting personal and health information is a fundamental part of delivering safe, quality care.
Privacy Act 1988 obligations
All providers handling personal and sensitive information must comply with the Privacy Act 1988 and the Australian Privacy Principles (APPs). These laws govern how you collect, use, store and disclose client data, and require you to notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in the event of a notifiable data breach.
Upcoming amendments are expected to increase penalties for serious breaches, underscoring the need for strong cybersecurity.
Common compliance gaps
Despite clear rules, many providers in both sectors encounter similar challenges, including:
- Use of generic or shared staff logins that hinder accountability
- Outdated software lacking critical security patches
- Storage of client information on unsecured personal devices
- Retention of records beyond required timeframes
The cost of getting cybersecurity wrong
Failing to prioritise cybersecurity can have severe consequences for your organisation, your clients and your reputation. The risks go far beyond technical glitches or inconvenience.
Risk to participants
The most important cost is to the participants themselves. Cyber breaches can lead to identity theft, financial fraud, emotional distress and loss of continuity in care. Imagine a client’s medication schedule or support plan being tampered with or accessed by unauthorised people. The potential harm is very real and deeply personal.
The good news is that many of these risks can be managed effectively with the right systems, training and care management software in place.
Financial penalties and operational disruption
Regulators are increasingly cracking down on data breaches in the care sector. Organisations found to be non-compliant with NDIS Practice Standards, Aged Care Quality Standards or the Privacy Act can face significant fines. On top of penalties, breaches often cause operational disruption: systems may be taken offline for investigation, service delivery delayed, and resources diverted to incident management instead of client care.
Reputational harm and loss of trust
Care providers build their reputations on trust and compassion. A cybersecurity incident can erode that trust almost overnight. News of a breach spreads quickly, leaving clients and their families questioning whether their sensitive information, and ultimately their wellbeing, is truly protected. Recovering from reputational damage can take years, impacting client retention and staff morale.
Smart cybersecurity practices for care providers
Protecting sensitive client and business data starts with simple, effective cybersecurity practices that can be implemented across your organisation, no matter its size or budget.
Use encrypted, Australian-hosted software
Choose NDIS software or aged care software that stores data securely on Australian servers with strong encryption standards. This reduces risks related to cross-border data transfers and ensures your information is protected under Australian privacy laws.
Set role-based access controls
Limit data access based on staff roles. For example, only rostering staff need to see client scheduling details, while clinical notes should be restricted to relevant care workers. Role-based permissions help prevent accidental or intentional data leaks.
Require strong passwords and regular changes
Implement policies requiring complex passwords and regular updates. Consider multi-factor authentication (MFA) where possible to add an extra layer of protection.
Train staff on phishing, privacy and secure device use
Your people are your first line of defence. Regular cybersecurity training helps staff recognise phishing attempts, understand privacy obligations and use devices safely, especially when working remotely or on mobile devices.
Back up data and keep software updated
Regular backups protect against data loss from ransomware or system failures. Likewise, timely software updates patch security vulnerabilities before they can be exploited.
By adopting these practices, care providers can significantly reduce cyber risks while fostering a culture of security and trust.
How secure software helps
The right software isn’t just a tool; it’s a critical partner in keeping your organisation’s data safe and compliant. Modern care management platforms are designed with cybersecurity at their core, giving you peace of mind and freeing your team to focus on delivering quality care.
Secure cloud storage
Data stored in Australian data centres with certifications such as ISO 27001 or hosted on trusted platforms like AWS benefits from advanced security controls and ensures compliance with regional data sovereignty laws.
Mobile apps that eliminate unencrypted data transfers
Modern care management software uses encrypted mobile applications to prevent risky data sharing methods like unsecured emails or USB drives, which is especially important for mobile teams accessing records on the go.
Built-in audit trails for compliance
Detailed audit logs automatically track who accessed or updated client information and when, supporting transparency and compliance with NDIS and aged care cybersecurity standards.
Automatic updates for patching vulnerabilities
Regular automatic software updates help protect against emerging threats by quickly patching vulnerabilities, ensuring the system is always up to date.
MYP incorporates all these features and more, offering a secure environment that simplifies cybersecurity management for care providers. Ready to learn how MYP can support your cybersecurity strategy? Book a demo with our team today.
What to do if you’re breached
Even with strong cybersecurity measures in place, no organisation is completely immune to breaches. Having a clear, step-by-step response plan can help you act quickly to minimise damage and comply with reporting obligations.
1. Notify affected parties promptly
Inform clients or participants whose data may have been compromised as soon as possible. Clear, honest communication helps maintain trust and allows individuals to take steps to protect themselves.
2. Reset passwords and secure access
Immediately require password resets for any affected accounts and review access permissions to prevent further unauthorised activity. Consider temporarily disabling compromised accounts if needed.
3. Report the breach to regulators
If the breach meets the criteria for a notifiable data breach under the Privacy Act, you must notify the Office of the Australian Information Commissioner (OAIC) within the required timeframes. Failure to report can result in heavy penalties.
4. Investigate and contain the breach
Conduct a thorough investigation to understand how the breach occurred and what systems or data were affected. Work with IT and cybersecurity experts to contain the breach and remediate vulnerabilities.
5. Review and update your incident response plan
Use the experience to strengthen your policies and procedures, improve staff training and update your response plan to better prepare for future incidents.
Having an incident response plan in place, and regularly testing it, is essential for care providers to reduce harm and demonstrate compliance when breaches do occur.
Digital trust is the foundation of quality care
Cybersecurity is about more than ticking compliance boxes, it’s about protecting the people who trust you with their most sensitive information. By understanding the risks and taking proactive steps, you can protect your organisation, meet your compliance obligations and reassure clients that their information is safe in your hands.
The journey to stronger cybersecurity doesn’t have to be overwhelming. Start small, stay consistent, and use the right technology to build a resilient, trustworthy foundation for your care business.
Take the next step today: review your current cybersecurity setup or book a demo with our team to see how MYP can help you safeguard your data and simplify compliance.
