We are offering services through video link, by phone, or where appropriate, face to face. Call us on 1800 639 523 to discuss your options or to book a session.
Better Place Australia (we)are committed to ensuring your privacy. We are also bound by the Commonwealth Privacy Act 1988 which sets out a number of principles to protect your personal information.
You are entitled to:
In order to work effectively with you we need to collect:
We may also need to collect, store and use sensitive personal information about you such as criminal records or other details you may want to keep confidential.
In order to provide most of our services we do need to know who you are. However there may be circumstances where you wish to use a pseudonym or remain anonymous. Please discuss this someone when you call us.
You will know if we are collecting personal information from you because you will be requested to provide it. It will only be collected from you with your consent.
There are two exceptions to this:
It is intended that this website can be used anonymously. However, for some functions, collecting personal information is unavoidable, such as when you provide an email address that happens to contain your name.
We ask for this information so we may:
It is a part of our service delivery contracts with the funding bodies that we report some client details. These details are non-identifiable and used to aid funding bodies in their assessment of the effectiveness of services delivered. Funding bodies will not be receive your name or other or any other personally identifiable information about you.
No other information will be disclosed to any other organisation or individual without your written permission. This includes only disclosing your sensitive information with your consent or as required by law. Sensitive information includes health information.
In exceptional circumstances there may be protective or safety concerns that oblige us under law to breach confidentiality. Your case manager will inform you more fully of these limits.
When we collect your personal information, or at a time after collection, we may contact you via direct marketing initiatives. You can opt out of these direct marketing initiatives at the time of collection or at any later time by either clicking the unsubscribe button on any direct marketing email or by contacting the Privacy Officer using the contact details below. Opting out of direct marketing will not affect any other services we are providing to you at the time of opting out or any future services.
A file number is created for each case. All written information is stored in a file identified only by file number. A separate record is used to match client names with file numbers.
Computer files with personal details and session records are kept in a secure client database with limited designated access. We do not use any overseas or trans-border servers or Cloud servers.
If any contact (with your written permission) is video or audio taped, it’s kept locked and erased two months from last use.
You should also know that:
We take all reasonable precautions to ensure the information is accurate and complete for our purposes however we rely on you to inform us if there are any changes that we need to know about. If you think that some of the personal information we hold is inaccurate, then contact the Privacy Officer on the details below for access to your personal information.
Clients may request to access information about themselves only, subject to the Privacy Act 1988.
To request access to your personal information, a client must complete and sign the Request to Access Records Form.
Forms are to be directed to email@example.com.
Please be aware that it can take up to 28 days to process a request.
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 the Centre for our services, the file will be kept until the youngest of those children turns 25 years of age and then be destroyed.
You can either:
All complaints are handled by us within 30 days, during which time we speak to you on the telephone and may opt to meet with you face-to-face to resolve your concerns.
We use software on this website to find out which pages are visited, for how long, on what operating systems and browsers, and from what geographical areas. This helps us understand how people use the website so that we can improve it.
The information generated by a cookie about your use of this website does not include your personal information. It does include your IP address, which is transmitted to and stored on servers in data centres within and outside Australia.
The software may also transfer this information to third parties where required to do so by law, or where third parties process the information on the software provider’s behalf.
If you do not consent to having your usage of this website recorded, you can disable cookies via your browser internet options and delete all cookies from your computer. You can also configure your browser to notify you when you receive a cookie, providing you with the opportunity to either accept or reject it.
Revised 11 December 2019
We greatly appreciate the feedback that community members share about their experiences, where they think Better Place Australia could improve and where they think we have done a great job.
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If you are in an emergency situation or need immediate assistance, please contact emergency services on 000 or Lifeline 13 11 14.
Better Place Australia acknowledges the Traditional Custodians and their Elders in each of the communities where we work.
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