Table of Contents
Consent - What Have You Consented To?
Why is data collected from me?
Our programs are funded through multiple funding bodies, with data collection and regular reporting required to maintain funding compliance. ‘Client data’ refers to information that is collected by service providers about the clients accessing their services. This information includes client details such as age, gender and cultural status, as well as the type of service provided to each client.
What do we require consent for?
Prior to commencing services at Better Place Australia, we request your consent to:
- Receive services from Better Place Australia
- Better Place Australia collecting and using your personal information to provide services necessary to meet your needs
- Information being shared between Better Place Australia and other service providers that you agree to be referred to, or have been referred from
- Your information to be provided to relevant funding bodies for reporting purposes, if Your personal identifying information will be removed.
You also consent to, but can opt out of:
- Your information to be used for Better Place Australia quality and research purposes
- Your information to be used for Better Place Australia training and education purposes
- To be informed about Better Place Australia services, groups and/or products
- To be contacted in the future, for research
All of the above will have your personal identifying information removed.
How is my information protected?
Your personal information is protected by law, including the Privacy Act 1988 as well as Better Place Australia policies; information shared with funding bodies is de-identified (meaning you are not personally identified). Your personal information is also securely stored on our purpose-built, cloud-based client record managing system to help keep data private safe and encrypted in transit. It will not be used for any other purpose, or disclosed to any other person or agency, without your specific consent except for the following limits to confidentiality. All personal information you share will remain confidential and secure except:
- When it is subpoenaed by a court;
- Failure to disclose the information would place you and/or another person at risk; or you disclose behaviour that breaches the law.
Why We Ask What We Ask
At Better Place Australia, we want to make sure you get the best possible service. To do that, we need to ask you lots of questions and some of those questions are going to seem quite personal — that’s because they are! Knowing a little more about you will help us to tailor the support we provide.
At Better Place Australia we want to ensure our workplace is welcoming, inclusive and culturally safe for all clients.
Privacy
The first thing you need to know is that Better Place Australia has really strict rules about privacy.
There are laws about how your personal information can be collected and stored, and all our staff understand exactly what that means. Just so you know:
- Your personal information is securely stored on our purpose-built, cloud-based client record managing system to help keep data private and safe;
- Only Better Place Australia staff can access that information; and
- Our staff will not share any of your sensitive, personal information without your
What we ask
- Basic information like your name, date of birth and contact details.
- Whether you’re Aboriginal or Torres Strait Islander, and your preferred language and cultural identification.
- Your gender identity and sexual
We respect your choice and you do not have to answer any of these questions if you prefer not to. You can tick: Prefer not to answer and that’s totally okay. Knowing this information will help us make sure you get the services and referrals that are right for you.
If you have any questions or concerns, a staff member will be happy to discuss them.
Privacy and Your Information
Better Place Australia is committed to ensuring the privacy of its clients. We are also bound by the Commonwealth Privacy Act 1988 and the Privacy Amendment (Enhancing Privacy Protection) Act 2012 which sets out 13 principles to protect your privacy and information.
What information do we collect?
When you become a client at Better Place Australia, a client file is created which contains information such as your name, contact details and information relevant to the service provided to you such as assessments, case notes and family relationship information. Each time you attend a service new information is added to your file. Your information will be stored on a secure client management database and in your client file Our programs are funded through multiple funding bodies, with data collection and regular reporting required to maintain funding compliance.
Why do we collect information?
It is necessary for us to collect information to:
- Help us identify and provide the correct service to best meet client needs.
- Comply with Funding Body Data Collection requirements.
- Improve our services by using your information, upon written consent, for surveys, evaluations and research.
- To send you direct marketing initiatives upon written consent.
How is your information protected?
We are committed to protecting the confidentiality of your information. Digital information is securely stored on our purpose built, cloud-based client record managing system to help keep data private and safe.
Better Place Australia supports, promotes and complies with the standards set by the Privacy Act 1988 (Cth) and the Privacy Amendment (Enhancing Privacy Protection) Act 2012.
There are 13 Australian Privacy Policy Principles which are in place to protect personal information. Your information can only be collected, used, stored, disclosed and disposed of according to these principles.
Who can access your information?
All staff employed by Better Place Australia must keep your information confidential and are bound by a Code of Conduct and Confidentiality agreement. Better Place Australia does not provide your information to people overseas (and does not use any overseas cloud or servers).
Who can receive your information?
With consent, we may refer to other agencies. Your information will not be used for any other purpose, or disclosed to any other person or agency without your specific consent except for the following limits to confidentiality.
All personal information you share will remain confidential and secure except when:
- It is subpoenaed by a court or;
- Failure to disclose the information would place you and/or another person at risk or;
- You disclose behaviour that breaches the law.
Your information will not be provided to a third party (outside funding bodies) unless required or authorised by law, for example, to protect someone from harm.
How long do we keep your information?
By law we are required to securely retain your file for seven years, from the last date of contact with you, before destroying it. If any of your children have attended Better Place Australia, the file will be kept until the youngest of those children turns 25 years of age and then be destroyed.
How can you access your information?
Clients and consumers may request access to information about themselves only. To access or view personal information you must complete the Request to Access Client Record form. All requests are to be made in writing and directed to: enquiries@betterplace.com.au.
Can you correct your information?
Yes. If there is information contained in your file which is incorrect, you have the right to ask us to correct it. Requests to amend personal information must be made in writing and directed to: enquiries@betterplace.com.au.
Requests can be refused but we would discuss your options with you.
Additional Information
Breach of Privacy
If you are concerned there may have been a breach of privacy, please contact the Privacy Officer:
Better Place Australia
PO Box 2770, Cheltenham Vic 3192
Tel: (03) 9556 5333
Email: feedback@betterplace.com.au
For more detailed information about the Privacy Act and 13 Privacy Principles you can contact the Office of Australian Information Commissioner:
GPO Box 5218, Sydney NSW 2001
Online enquiry form: https://www.oaic.gov.au/about-us/contact-us/
Tel: 1300 363 992
Website: www.oaic.gov.au
References
- Privacy Act 1988
- Privacy Amendment (Enhancing Privacy Protection) Act 2012
- Australian Government, Office of the Australian Information Commissioner
- Freedom of Information Act 1982.
Better Place Australia is partially funded by the Australian Government through the Department of Social Services (DSS) and/or the Attorney-General’s Department (AGD).
Visit www.dss.gov.au for more information.
Feedback and Complaints
Why should I provide feedback?
We hope you are satisfied with the quality of care and services provided at Better Place Australia. We prioritise the highest standards of service delivery as well as maintaining safe and inclusive experiences and environments for all our clients.
As someone who has interacted with our organisation and our services you know what works and what may need improvement, which is why we appreciate your feedback and welcome complaints, compliments, and suggestions.
What do I do if I’m not happy?
There may be times when you are not happy with the quality of our service. We can only improve our service to you if we are aware of your concerns.
All feedback is reviewed and taken very seriously. You can also be confident that a complaint will not influence the care or treatment you receive.
We respect your privacy, and all complaints are treated confidentially and are not documented in your client records.
How can I provide feedback, make a complaint, or give a compliment?
We encourage you to call 1800 639 523 and request to speak directly to the line manager for the service you are attending or the department your experience relates to. Raising your concerns or sharing your feedback directly means it can be actioned sooner.
After each appointment, we will send you an anonymous and confidential Client Experience Survey via text message (SMS) where you can provide direct feedback.
You can contact the Manager of Quality
Quality Department
Better Place Australia
PO Box 2770, Cheltenham Vic 3192
You can provide feedback, make a complaint or provide a compliment via:
E: feedback@betterplace.com.au
W: www.betterplaceaustralia.com.au/contact-us
Client Charter
Quality and Respect
- We will provide high-quality, non-discriminating services
- Your culture, beliefs, personal characteristics, gender identity and sexuality will be respected
- We will show you respect dignity and consideration
- Our services will be delivered to you by trained, professional staff.
Our Commitment to Child Safety
- Better Place Australia is committed to child safety. We want children to be safe, happy and empowered
- We are committed to the safety, participation and empowerment of all children
Participation
- You may be able to choose a family member or support person to be involved in your case
- We will deliver services that suit your needs
Privacy
- Your personal information will remain confidential
- You have a right to say what happens to your information
- You can request to access information about yourself
- You can comment on any of the services we provide you and, if you have a concern, expect those concerns to be addressed fully
- Your concerns will be dealt with promptly and fairly
- There will be no bias against you if you make a complaint
Communication
- We will offer you access to an interpreter if required
- You will have the opportunity to ask questions
- You will be informed about all the services Better Place Australia can offer you in a clear and simple manner
Your Responsibilities
- Please communicate clearly and respectfully
- Please keep us fully informed of your situation so we can provide you with services tailored to your needs
- Please let us know a minimum of 48 hours prior if you cannot attend an appointment and avoid a cancellation fee
