Our approach to privacy
We manage personal information in an open and transparent way. We only collect information that we reasonably need in order to provide care and services, and we handle that information fairly, lawfully and securely.
We have policies and procedures in place to ensure that:
- personal information is managed in line with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles
- the privacy of participants, staff and volunteers is respected and protected
- personal information is collected, used and disclosed only for appropriate and legally permitted purposes
- access to personal information is regulated and corrections can be made when needed
- information is stored securely to protect against misuse, loss and unauthorised access.
The kinds of information we collect
We collect personal information that helps us plan, deliver and review care and services. This may include:
- name, address, telephone number and email address
- date of birth and gender
- details for your advocate or emergency contact
- health and medical information relevant to your care
- information about your background and preferences, such as cultural identity, language and lifestyle preferences.
How we collect personal information
We usually collect personal information directly from you. We may also collect information from:
- family members, carers or significant others
- your advocate
- your doctor, health professionals or other service providers
- referral agencies and relevant government bodies, where appropriate.
We only collect information from someone else when you have consented, when we are required or authorised by law, or when it would be unreasonable or impractical to collect it directly from you.
You can withdraw your consent for us to collect or share information at any time by contacting us. We will explain any impacts this may have on our ability to provide services.
Why we collect personal information
We collect, use and store personal information primarily to plan and deliver safe, high-quality care and services. This includes using your information to:
- assess your needs and goals
- develop and review support plans with you
- coordinate services and share relevant information with other providers involved in your care
- meet our legal, funding and reporting obligations
- improve the quality and safety of our services.
Disclosure of personal information
We may disclose your personal and health information, for the purposes of providing care and services, to:
- medical practitioners and health professionals
- service providers who assist us in delivering care and support
- external health agencies, such as ambulance services and hospitals
- the National Disability Insurance Scheme and other relevant government organisations
- a person you have nominated as your advocate or emergency contact.
We will not use or disclose your personal information for another purpose unless:
- you have given your consent, or
- the other purpose is directly related to providing care and services and you would reasonably expect us to use or disclose the information in that way, or
- we believe on reasonable grounds that it is necessary to prevent or lessen a serious threat to life, health or safety, or to public health or safety, or
- we have reason to suspect unlawful activity, or we are authorised or required by law.
We do not disclose personal information to overseas recipients.
Storage and security
We hold personal information in both hard copy and electronic form. We use secure databases, secure premises and secure cloud-based technology, and restrict access to authorised staff who need the information to do their work.
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Accessing and correcting your information
Under the Privacy Act, you have a right to request access to personal information we hold about you, and to request corrections where the information is inaccurate, out of date, incomplete, irrelevant or misleading.
To request access or a correction, please contact us. We may need you to verify your identity before we can provide access. We will take all reasonable steps to respond within seven (7) days.
Employee and volunteer information
Records of current and past employees that relate to the employment relationship are managed in accordance with workplace laws. Privacy laws may apply where employee information is used for purposes other than employment.
Personal information relating to our volunteers is managed in accordance with the Privacy Act and this Privacy Policy.
Privacy data breaches
If personal information is lost, stolen or subject to unauthorised access or disclosure, we will respond in line with our Management of Data Breach Policy and Procedure. This may include assessing the breach, taking steps to reduce harm, and notifying affected individuals and relevant authorities where required.
Privacy complaints
If you have a concern about how your personal information has been handled, you can make a complaint through our feedback and complaints process.
Privacy complaints will:
- be taken seriously
- be dealt with promptly and in a fair manner
- be treated confidentially
- not affect your existing services or our relationship with you.
If you are not satisfied with our response, you may be able to raise your concern with external bodies such as the Office of the Australian Information Commissioner. We can provide further information on request.