[Last updated February 2020]
Personal information is information, or an opinion about you, which makes you identifiable. For example, your name, photo, address or phone number.
When we talk about ‘your’ personal information in this policy this will mean your information, your child’s information (if you are the parent or guardian of that child) or your wards information (if you are the legal or court appointed guardian) as applicable.
To enable us to provide you with our services, we need you to read this policy and confirm you agree with it. We also need you to tell us who you agree your (or your child or ward’s) personal information may be shared with.
You can browse our website anonymously (although some of our cookies may record your IP address). If you identify yourself to us, at that point we will collect your personal information. If you request services from us, we will necessarily need to collect information from you as most of our services cannot be provided anonymously.
How do we collect your personal information?
At all times we try to only collect the information we need to respond to your requests or provide our services.
The main way we collect personal information about you is when you give it to us, for example:
- when you contact us
- when you submit information to our website or in person
- when you use our services and provide information to us
- when you ask to access information we hold about you
There may be instances where we collect information about you from third parties, for example, your school, legal or court appointed guardian, medical practitioner or specialist or disability support worker. We do this either by your consent or where you would reasonably expect us to collect information in this manner. This information is collected to provide you with better care, and we will keep it secure.
We collect all information necessary to be in a position to provide support services. The main information we collect about you is:
- your name and location
- your contact details like email, phone and social media pages
- your age and gender
- your level of fitness and any health information that may help us to help you
- your household situation and carer information where applicable
We may also collect information about you via the cookies on our website and use this for business purposes including site monitoring or targeted advertising. You can use the settings on your browser to manage targeted advertising.
Collecting sensitive information
Sensitive information means information about your health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation or criminal history. We may collect sensitive information about you, particularly health information. We will take steps to appropriately protect all sensitive information we do receive.
How do we keep your personal information secure?
Your personal information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure. When we no longer require your personal information for the reason you supplied it (or a longer period if we are required by law to keep it for longer), we will take reasonable steps to securely destroy it or de-identify it.
For electronic records and communications, we rely on third party providers such as Google G Suite, Xero, Trello, Helpscout, Slack, Cliniko, CliniqApps, Apple, Pearson Clinical, Deluxe Hosting and Cloudways to store the information you have provided to us securely. Those third-party providers may store their data outside of Australia. Where possible, we ask that data be stored in Australia, but that it not always an option. By using our services, you consent to having your personal information sent overseas. We do use appropriate password protection for our systems.
Who do we share your personal information with?
The information that we collect about you is used by us for the purpose it was provided, to provide our services to you or for marketing our services to you (you may always request us to stop sending you marketing).
If you consent, we will also share your information with parties approved by you. We may also share your personal information with our contracted services providers or if we are required to do so by law.
If the information we have is for a minor, we will share that information with the legal guardian(s) or parent(s) of that child unless we have been provided with a court order prohibiting this or we have a professional reason not to share the information.
If the information we hold is for a person who has impaired decision-making abilities, we will share their personal information with their legal guardian or court appointed representative unless we have a professional reason not to share the information.
If legally required to, we will disclose your personal information, but would let you know that we had received a legal request before we did. We may share access to data we hold about you and transaction records to our advisors or authorities for the purpose of obtaining professional advice, and on the basis they protect the confidentiality of that information.
Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. Some website features may not function properly without cookies.
The information collected by these tools may include the IP address of the device you are using and information about sites that IP address has come from, the pages accessed on our site and the next site visited. We use the information to help to track your use of our websites to improve your user experience and the quality of our services. To find out how to opt out of tailored advertising please check the options available here - http://www.networkadvertising.org/choices/.
Accessing and correcting your personal information
You may request copies of the information we hold about you free of charge. You may also request to amend or correct that information. If we do not agree with your requested change, we will discuss this with you and keep a copy of your request with our information.
If you have any concerns about our use of your personal information, please write to us [email protected] and let us know what the problem is. We will respond to your concerns within 30 days.
If you are not happy with how we manage your concerns, you can contact the Australian Privacy Commission, available at http://www.oaic.gov.au.