1. Collection of our clients’ personal information

a. The amount and type of personal information we collect from our clients and hold about them will vary depending on how they deal with us.

b. The personal information that we hold about our clients may include:

• name, address, telephone and email contact details;

• gender and date of birth; and

• records relating to their membership including renewal and billing information.

c. If they are a person we support or are connected to a person we support (eg family member, carer, advocate or nominated representative), the personal information that we hold about them may include:

• their name, address, telephone and email contact details;

• their gender, date of birth and marital status;

• information about their disability and support needs (see Section 1.2 below);

• health and medical information (see Section 1.2 below);

• things that are important to them, e.g., their likes and dislikes;

• their living arrangements and accommodation needs;

• their learning and educational needs;

• details concerning their daily life and routine;

• details concerning their employment goals and other life goals;

• details concerning their social and community activities;

• their visual image, via photograph or otherwise;

• any other information obtained from them when they use the National Disability Insurance Scheme Planning Tool (NDIS Planning Tool) which will enable us to provide them with a report of their needs and provide them with our disability support services;

• their Medicare number and other identifiers used by Government agencies or other organisations to identify them;

• financial information;

• records of our interactions with them such as system notes and records of conversations they’ve have had with our employees;

• information about the services they are funded to receive, whether under the National Disability Insurance Scheme or otherwise and the current supports they’re are using;

• information about the services we provide to them including details of the outcomes or goals we are working with them to achieve, and other plans relating to the services they have asked for and the way in which we will deliver those to them; and

• their billing details.

 d. If they are an employee, job applicant or volunteer, the personal information we hold about them may include:

• their name, address, telephone and email contact details;

• their gender and date of birth;

• their tax file number and other identifiers used by Government agencies or other organisations to identify them;

• information about their qualifications, training and work history;

• information from police checks, working with children checks (or similar), and information about their right to work in Australia; and

• records relating to their volunteer work with us.

e. If stakeholders are a donor, or a corporate partner, or are connected with us through our fundraising, marketing or community access activities, the personal information we hold about them may include:

• their name, address, telephone and email contact details;

• details of the donations, bequests and contributions our clients have made to us;

• events and activities our clients have participated in;

• publications and services our clients have received from us; and

• their billing details.

f. If an individual uses our websites, the personal information we hold about them may include:

• their name, address, telephone and email contact details;

• any details they provide to us through their use of the website – for example, if they register to be on our mailing list or use the website to send us messages or comments; and

• any details they provide to us as part of a payment or donation process via the website.

g. If our clients do not fall into one of these categories, we generally do not hold their personal information.

a. The privacy and security of their health information is a key priority for us.

b. When we collect and store their health information, we will ensure:

• that they are aware that we have this information, the full scope of the information we have, and the purpose for which we hold it

• that they are aware that they can access the information and correct errors in it at any time

• that they have the opportunity to require us to provide this information to another health provider upon their instruction to do so.

a. Sometimes we may receive personal information that we did not request. This is known as unsolicited personal information.

b. If the information is such that we could have lawfully collected it for an allowed purpose (see Section 2 below), then we will deal with the information in the same way as solicited information.

c. If the information is such that we could not have lawfully collected it, we will destroy or de- identify it as soon as practicable if it is lawful and reasonable to do so.

d. Personal information provided to us that is additional to the information that we requested will be treated as unsolicited personal information. For example, if an individual completes an application form but attaches financial records that we did not ask for, these are treated as unsolicited personal information.

2. Use of our clients’ personal information

a. The purposes for which we collect, hold, use, or disclose their personal information depends on how they deal with our organisation.

b. If they are a member or supporter of Wellness N Life, we may collect, hold, use, and disclose their personal information to:

1. 1. process their membership application and manage their membership;

   2. comply with laws and regulations and to meet Wellness N Life’s corporate governance requirements;

   3. send them information about our organisation, services and supports;

   4. send them information about our events, community activities, research, fundraising appeals and donor activities;

   5. conduct surveys, research and analysis;

   6. invite them to participate in research projects and activities; and

   7. encourage further involvement with Wellness N Life, to seek and process donations, and for direct marketing and telemarketing.

c. If they are a person we support or are connected to a person we support (eg, family member, advocate or nominated representative), we may collect, hold, use, or disclose their personal information to:

1. provide them with information about our services and supports;

2. provide them with a consolidated report of their (or the person they provide support to) personal information for the purposes of the NDIS Planning Tool;

3. administer our services and supports;

4. process payments;

5. answer their inquiries and deliver customer service to them;

6. conduct quality assurance activities;

7. carry out internal functions including administration, training, accounting, audit and information technology;

8. resolve complaints;

9. comply with laws and regulations and to report to funding and government agencies;

10. send them information about our organisation, services and supports;

11. send them information about our events, community activities, research, fundraising appeals and donor activities;

12. conduct surveys, research and analysis;

13. enable third parties, such as the National Disability Insurance Agency, to conduct audits;

14. invite them to participate in research projects and activities; and

15. encourage further involvement with Wellness N Life, to seek and process donations, and for direct marketing and telemarketing.

d. Also, information collected about them that does not identify them may be used for research, evaluation of services, quality assurance activities, and education. If they do not wish for their de-identified data to be used this way, they can contact us. Our contact details are at the end of this Privacy Policy.

e. If they are an employee, job applicant or volunteer, we may collect, hold, use, or disclose their information to:

1. process their recruitment application and manage their recruitment as an employee.

2. comply with laws and regulations and to meet Wellness N Life’s corporate governance requirements;

3. send them information about our organisation, services and supports;

4. send them information about our events, community activities, research, fundraising appeals and donor activities;

5. conduct surveys, research and analysis;

6. invite them to participate in research projects and activities; and

7. encourage further involvement with Wellness N Life, to seek and process donations, and for direct marketing and telemarketing.

f. If our clients are a donor, or a corporate partner, or are connected with us through our fundraising, marketing or community access activities we may collect, hold, use, or disclose their information to:

1. process donations and payments;

2. manage our relationship with them including (if applicable) to provide services to they;

3. answer their inquiries;

4. conduct quality assurance activities;

5. carry out internal functions including administration, training, accounting, audit and information technology;

6. resolve complaints;

7. comply with laws and regulations and to report to applicable government agencies;

8. send them information about our organisation, services and supports

9. send them information about our events, community activities, research, fundraising appeals and donor activities;

10. conduct surveys, research and analysis;

11. invite them to participate in research projects and activities; and

12. encourage further involvement with Wellness N Life, to seek and process donations, and for direct marketing and telemarketing.

g. Also, information collected about them that does not identify them may be used for research, evaluation of services, quality assurance activities, and education. If they do not wish for their de-identified data to be used this way, they can contact us. Our contact details are set out in Section 5.1 of this Privacy Policy.

h. If they use our websites, we may collect, hold, use, or disclose their information to:

1. personalise their website visit or to enable remarketing website functionality;

2. answer their inquiries; 

3. provide them with the goods and services they have asked us for;

4. resolve complaints; and

5. conduct research, market research and analysis.

j. We may use their personal information for the purposes we collect it for. We may also use it for purposes related to (or in the case of health or sensitive information, directly related to) the purpose of collection where they would reasonably expect us to. For example, if we have collected their personal information in connection with one fundraising appeal, we may use that information to contact them about future appeals.

a. In order to operate an efficient and sustainable organisation and to enable us to carry out our activities and provide our services and supports, we may be required to disclose their personal information to third parties. This may include disclosure to:

1. 1. 1. related and affiliated companies and organisations including joint venture partners and industry affiliate organisations;

      2. people engaged by us or acting on our behalf in relation to our business, such as our service providers/suppliers, including web developers, web hosting partners, and marketing and communications consultants. Suppliers are required to handle their personal information in accordance with this Privacy Policy;

      3. Government and regulatory bodies, including the National Disability Insurance Agency, Medicare, the Department of Social Services, the Department of Health & Human Services, the Commonwealth Department of Human Services, and the Australian Taxation Office;

      4. people acting on their behalf including their nominated representatives, legal guardians, executors, trustees and legal representatives;

      5. lawyers, auditors, banks and other advisors appointed by us or acting on our behalf; and

      6. where disclosure is required by law, including where required to the police, or to the Disability Services Commissioner, or to comply with compulsory notices from courts of law, tribunals or government agencies.

b. In the event of unauthorised access, unauthorised disclosure or loss of their personal information, we will investigate and may notify them and the Office of the Australian Information Commissioner in accordance with the Privacy Act.

c. We take reasonable steps to make sure that external organisations will protect the privacy of their personal information, in accordance with this Privacy Policy.

d. We will not sell their personal information.

a. We take all reasonable steps to ensure that their personal information is securely stored and protected. These steps include password protection for accessing our electronic IT systems, securing paper files in locked cabinets and physical access restrictions to buildings where information is held. In addition, access to their personal information is restricted to those properly authorised to have access.

b. Unfortunately, there are inherent risks in the management of personal information, and we cannot and do not guarantee that unauthorised access to their personal information will not occur.

c. We keep their personal information for as long as it is needed for the purposes for which it was collected and to comply with legal requirements.

d. There may be instances where some personal information about our clients is collected on a mobile device that is not owned by Wellness N Life (eg. photographs taken on a staff member’s personal mobile phone while out doing an activity). In such instances, Wellness N Life will reinforce to all staff the importance of removing the information or images from the personal device as soon as the content has been transferred into Wellness N Life’s systems for appropriate management.

e. When personal information we hold is no longer needed for any purpose, including legal purposes, and subject to our legal obligations, our information management policy and data retention schedule, we will take reasonable steps to destroy or alter that information so that it no longer identifies them.

f. In relation to health information, we take reasonable steps to destroy or permanently de-identify health information if it is no longer needed for the purpose for which it was collected or any other purpose authorised by the Health Records Act, the regulations made under the Health Records Act, or any other law.

3. Accessing and Correcting Our Clients’ Personal Information

a. Our clients can ask us for access to the personal information that we hold about them at any time. They can simply contact us (our contact details are listed below in Section 5.1) to make their request. For security reasons we may ask them to put their request in writing.

b. We will not typically charge them for access to their personal information.

c. Generally (but subject to Australian law), we will provide them with access to their personal information within a reasonable time and in the manner requested by them. However, there may be some circumstances when this is not possible, including where:

• we no longer hold or use the information;

• providing access would have an unreasonable impact on the privacy of others;

• the request is frivolous or vexatious;

• providing access would be unlawful; or

• for any other permitted reason set out in the Privacy Act 1988 (Cth).

d. If we do not provide them with access to all of their personal information, we will tell them the reason why we have not done so.

4. Our Clients' Privacy Online

a. Like many websites, Wellness N Life’s websites may use cookies for various reasons, including to recognise a computer which has previously visited our websites and customise our websites according to previous preferences and site behaviour.

b. They can choose if and how a cookie will be accepted by configuring their preferences and options in their web browser. For example, they can set their browser to notify them when they receive a cookie or to reject cookies. However, if they decide not to accept cookies, then they may not be able to gain access to all the content and functionality of Wellness N Life’s websites.

5. Contact Us

a. If they have any questions in relation to privacy, they can contact Wellness N Life’s Privacy Officer at admin@wellnessnlifecom.au

b. They can also seek further information and advice from the Office of the Australian Information Commissioner by calling 1300 363 992.

6. Privacy Complaints

HAVE SOME QUESTIONS ABOUT OUR PRIVACY POLICY? 

Contact Us at admin@wellnessnlife.com.au