THIS IS A CONVERSATION STARTER FOUNDATION LTD
(ABN 58 631 207 031)
1 . Overview
1.2 TIACS is committed to protecting your privacy. Establishing a trusting relationship with our clients, staff and stakeholders is central to our work practices.
1.3 Privacy Legislation means, as applicable, the Privacy Act 1988 (Cth) and in particular the Australian Privacy Principles found in that Act and Australian state or territory privacy laws
1.4 In this Policy, Personal Information or Personal Data has the same meaning as in the Privacy Legislation.
1.5 We apply this Policy to all individuals and entities who interact with TIACS. This includes (but is not limited to) agents, contractors, subcontractors, employees, representatives and clients of TIACS
1.6 We may update this Policy from time to time in accordance with legislative or operational changes. If you would like us to send you a free copy or you have comments or questions regarding this Policy, please contact us using the details provided in clause 10.
2. Types of information we collect and how we collect information
2.1 The type of information that we collect and hold depends on the nature of a person’s involvement with us. For example, the type of information we collect to provide the TIACS telephone counselling may include a simple text-based electronic record of the caller’s situation as told to our counsellor. The record will also include the call time and duration; originating region of the call; telephone number and presenting issue. The counsellor will record information that is necessary for them to provide ethical, evidence based and appropriate interventions. This information is recorded in an electronic clinical file.
In the instance of our fundraising activities which (but is not limited to), facilitating donations, sponsorships, workplace giving and fundraising campaigns we collect your name and contact details, your credit card number, the card expiry date and the amount donated. Where possible, we will collect personal information directly from the individual. Donors also have the availability to ‘opt in’ to providing other information such as date of birth, employment information, including but not limited to job title, opinions via surveys and questionnaires and postal address. Donors also have the ability to opt out of this at any time.
2.2 We only collect your Personal Information where it is reasonably necessary for us to pursue one or more of our functions or activities, or where the law requires us to collect it.
2.3 We will only collect your Personal Information by lawful and fair means, including by telephone, by letter, by email, or through forms on our website.
2.4 Normally, we collect your Personal Information directly from you (or the relevant individual), unless it is unreasonable or impracticable to do so.
2.5 We generally obtain consent from the owner of Personal Information to collect their Personal Information. Consent may be provided in writing, or may be provided orally, or may be implied through a person’s conduct.
2.6 You are not required to provide the Personal Information and/or Sensitive Information we request. However, if you choose not to provide it, we may not be able to service your needs.
2.7 In some circumstances, we collect sensitive information which requires a higher level of protection under the Privacy Legislation. We consciously limit how much sensitive Information we collect, and we only collect it when we have your consent and the collection is reasonably necessary for us to pursue one or more of our functions or activities. In this Policy, Sensitive Information has the same meaning as in the Privacy Legislation.
3. How we use your personal information
3.1 Our information handling practices in relation to the personal information we collect are explained below. We collect, hold, use and disclose personal information for the purpose of carrying out the objectives of TIACS. These Objectives are to:a. to provide to all clients a relatable, reliable, and discrete counselling service, primarily (though not exclusively) through telephone counselling services;b. develop and conduct programs, projects and initiatives to enable people to build resilience, overcome isolation and cope with problems affecting mental health, well-being, life and safety; and
c. do any other things incidental or conducive to furthering its objectives.
We use personal information to perform activities necessary to carry out these objectives. These activities include:
- providing telephone support, via telephone and text.
- storing your data so it is available for your future use of our services.
- providing administration and IT support to TIACS to enable us to provide support and other services (for example community education).
- to assess any application from you to work with us
- providing you with the information, resources or merchandise you have requested
- conducting research, evaluation and assurance activities to ensure the delivery of quality services and achieve continuous improvement in service delivery.
- conducting fundraising activities to raise funds to support the implementation of the TIACS objectives.
- processing payments, including donations.
- communicating with the public and the media, including through websites and social media, to raise public awareness of TIACS services.
- conducting investigations, and managing responses, in relation to complaints concerning TIACS services and the operations of TIACS.
- complying with directions from authorities or legislative requirements.
3.2 We only use or disclose your Personal Information for the above purposes, or for purposes that you consent to, or for other related purposes that you would reasonably anticipate.
3.3 To the extent you submit content to public areas of our website (for example, on an online forum), it will be available to the public and we may reuse or republish it.
3.4 If you have any concerns about us using your Personal Information in any of these ways, please notify us immediately.
4. How we store and handle your data
4.1 We hold Personal Information in a number of ways, including in electronic databases, email contact lists, and in paper files held in secure offices.4.2 We take reasonable steps to:
(a) make sure that the Personal Information is accurate, up to date and complete, and (in the case of use and disclosure) relevant;
(b) protect the Personal Information from misuse, interference and loss, and from unauthorised access, destruction, use, modification or disclosure;
(c) destroy or permanently de-identify Personal Information that is no longer needed for any purpose for which it may be used or disclosed under this Policy. (However, we will keep information for a longer period where necessary to comply with contractual, regulatory or legal requirements.)
5. Accessing and correcting your Personal Information
5.1 If you would like to access your Personal Information, you can request to do so using the contact details in Clause 10. We will allow you to access your Personal Information unless there is a sound reason not to, including where:
(a) giving access would have an unreasonable impact on the privacy of others; or
(b) we consider that your request for access is frivolous or vexatious.
5.2 If we refuse to give you access to your information, we will give you a notice setting out our reasons.
5.3 If you believe that information we hold about you is incorrect or out of date, please contact us via email and we will take all reasonable steps to amend the information in line with your request.
6. Third party service providers
6.1 TIACS uses some third party service providers in order to support our websites and operations. These third party service providers may store information inside or outside Australia.
6.2 We select reputable third party service providers on the basis of their published privacy policies. We do our best to ensure that third party service providers do not breach the Privacy Legislation.
6.3 A list of third party service providers can be requested using the contact details in Clause 10.
7. Direct marketing
7.1 We only use your Personal Information to let you know about our products or services where we have your consent, or where we are otherwise permitted by law to do so. We may contact you for these purposes in a variety of ways, including by mail, email, SMS or telephone. 7.2 We do not sell your Personal Information to any third party for the purposes of direct marketing. 7.3 Where you have consented to receiving marketing communications from us, your consent remains current until you advise us otherwise. You can opt out at any time, by:
(a) contacting us as set out in clause 10;
(b) advising us if you receive a marketing call that you no longer wish to receive; or
(c) using the unsubscribe facility that we include in our electronic messages (such as emails and SMS) to opt out of receiving messages.
7.4 We do not use your Sensitive Information (refer to clause 2.7) for the purposes of direct marketing
8. Notification of a breach
8.1 If we become aware of unauthorised access to or loss of your Personal Information, we will promptly:(a) notify you;
(b) investigate the cause;
(c) do our best to remedy any consequences; and
(d) tell you what steps we have taken to prevent a recurrence
9.1If you have a complaint about how we collect or handle your Personal Information, please contact us using the contact details in Clause 10. We treat any claims of privacy breaches seriously and will do our best to respond to your complaint within seven days of receiving it.
9.2 If you are unhappy with our response, you can refer your complaint to the Office of the Australian Information Commissioner.