Centacare (referred to in this document as we, us or our) recognise that your privacy is important and we are committed to protecting the personal information we collect from you.
The purpose of this policy is to set out how we collect, use, disclose and otherwise manage
your personal information.
Centacare is a contracted service provider, delivering a range of social services that are funded under separate agreements with the Commonwealth and Queensland governments or other non-government funded services. We provide a range of social and support services to individuals and families, including child care, community, disability, relationship services, and pastoral ministries. The Privacy Act 1988 (C’th), Australian Privacy Principles (APPs), Information Privacy Act (Qld) and registered privacy codes govern the way in which we must manage your personal information.
We may collect and hold personal information about you; that is, information that can identify you, and is relevant to providing you with the services you are seeking or maintaining volunteer (including students on placement) workers. We may also collect and hold sensitive information about you, including information about your health.
The type and degree of information collected by us is guided by the requirements of the particular service that we provide to you. The kinds of information we typically collect include: name, address, telephone number, email, date of birth, gender, family details and background, information about support networks, information about personal issues (including experiences and relationships), information about your health, wellness and medical history, government related identifiers (including but not limited to Centrelink and Department of Veterans Affairs details and Medicare number), bank account/credit card details, emergency contact, country of birth and any migration related details related to work, qualifications, skills and experiences, drivers licence details, contact details and feedback from referees, relevant criminal history screening as required, and any other information relevant to providing you with the services you are, or someone else you know is, seeking.
Personal information will generally be collected directly from you through the use of any of our standard forms, over the internet, via email, or through a telephone conversation with you. We may also collect personal information about you from third parties (for instance, medical professionals or a service delivery partner). In these cases, we take reasonable steps to notify you of the collection of personal information at the time or shortly after collection.
There may, however, be some instances where personal information about you will be collected indirectly because it is unreasonable or impracticable to collect personal information directly from you. We usually notify you in advance, or where that is not possible, as soon as reasonably practicable after the information has been collected.
The personal information that we collect and hold about you depends on your interaction with us.
Generally, we collect, use and hold your personal information for the purposes of:
You may at any time opt out of receiving direct marketing correspondence by contacting us using the details below, or by opting out using the process set out in the marketing material.
If the personal information you provide to us is incomplete or inaccurate, we may be unable to provide you, or someone else you know, with the services you (or they) are seeking.
If you access our website, we may collect additional personal information about you in the form of your IP address or domain name.
Our website may contain links to other websites. We are not responsible for the privacy practices of linked websites and any linked websites are not subject to our privacy policies or procedures.
You have the option to withhold personal information or use an alias when engaging with us.
In the majority of situations, this may result in a reduced capacity for us to provide services to you. In other situations such as completing surveys and evaluation forms, making donations, general enquiries or feedback, it is reasonable to remain anonymous.
Generally, we only use and disclose personal information about you for the purposes for which it was collected (set out above), for purposes related to our functions or activities or as required by law. We only use and disclose sensitive information with your consent. We may disclose personal information about you to:
In some circumstances, the law may permit or require us to use or disclose personal information for other purposes (for instance, where you would reasonably expect us to and the purpose is related to the purpose of collection).
We store your personal information in different ways including in paper and electronic form. The security of your personal information is important to us. We take reasonable measures to ensure that your personal information is stored safely to protect it from misuse, loss, unauthorised access, modification, interference, or disclosure, including electronic and physical security measures including:
Regular audit and risk assessments are conducted to ensure the appropriate availability,
integrity and confidentiality of personal information managed through our systems and
You may request access to personal information we hold about you, by making a written request. We will respond to your requests within a reasonable period (for instance, 30 calendar days) and you may be required to verify your identity. We may charge you a reasonable fee for processing your request (but not for making a request for access).
We may decline a request for access to personal information in circumstances prescribed by the Privacy Act, and if we do, we will provide you with a written notice that sets out the reasons for the refusal (unless it would be unreasonable to provide those reasons).
If, upon receiving access to your personal information, or at any other time, you believe the personal information we hold about you is inaccurate, incomplete or out of date, please notify us immediately. We take reasonable steps to correct the information so that it is accurate, complete and up to date. You are also encouraged to provide updated personal information to us as it changes.
If we refuse to correct your personal information, we will provide you with a written notice that sets out the reasons for our refusal (unless it would be unreasonable to provide those reasons) and provide you with a statement regarding the mechanisms available to you to make a complaint.
If you wish to make a complaint about a breach of the Privacy Act, Australian Privacy Principles, or a privacy code that applies to us, please contact us using the details below and we will take reasonable steps to investigate the complaint and respond to you.
If you are not satisfied with the response that you have received from us you can complain directly to the Office of the Australian Information Commissioner.
Email address: [email protected]
Telephone: 1300 CENTACARE (1300 236 822)
Post: GPO Box 282, Brisbane, Queensland, 4001
For people with disability receiving supports or services under the National Disability Insurance Scheme (NDIS) who wish to make a complaint about a breach of privacy, please contact the NDIS Commission Feedback and Complaints team using the following contact details:
Email address: [email protected]
Telephone: 1800 035 544
Post: NDIS Commission Feedback, PO Box 210, Penrith, NSW, 2750.