We will use all reasonable efforts to protect the privacy of individuals’ personal information and to comply with the obligations imposed by the Privacy Act 1988 (Cth) (Privacy Act), the Australian Privacy Principles (APPs), the Aged Care Act and the Aged Care Principles.
We will only collect personal information by lawful and fair means and will only collect personal information that is necessary for one or more of our organisation’s functions or activities.
If it is reasonable and practicable to do so, we will collect personal information about an individual only from that individual.
In meeting our obligations with respect to the privacy of our clients we acknowledge that people with vision or hearing impairments and those of culturally and linguistically diverse people may require special consideration.
The purpose of this policy and procedure is to:
This policy applies to employees, contractors or subcontractors, employees of a labour hire company assigned to work in our business, outworkers, apprentices or trainees, work experience students and volunteers (Workers).
At all times we try to only collect the information we need for the particular function or activity we are carrying out.
The main ways in which we collect personal information are set out as follows in relation to residents and prospective residents:
In relation to employees and prospective employees:
Sometimes we may need to collect sensitive information about you, for example, to handle a complaint or make a report to a Government Department such as Social Services or the police. This might include information about your health, racial or ethnic origin, political opinions, association memberships, religious beliefs, sexual orientation, criminal history, genetic or biometric information.
In the course of handling and resolving a complaint, review or an investigation, we may collect personal information (including sensitive information) about you indirectly from publicly available sources or from third parties such as:
Where possible, we will allow you to interact with us anonymously or using a pseudonym. For example, if you contact our enquiries email with a general question we will not ask for your name unless we need it to adequately handle your question.
However, for most of our functions and activities we usually need your name and contact information and enough information about the particular matter to enable us to fairly and efficiently handle your inquiry, request, complaint or application, or to act on your report.
Hill View Aged Care Pty Ltd has its own public website — hillviewcare.com.au.
Where our website allows you to make comments or give feedback we collect your email address and sometimes other contact details. We may use your email address to respond to your feedback. We store this personal information on servers located in Australia.
The information collected by these tools may include the IP address of the device you are using and information about sites that IP address has come from, the pages accessed on our site and the next site visited. We use the information to maintain, secure and improve our websites and to enhance your experience when using them. In relation to Google Analytics you can opt out of the collection of this information using the Google Analytics Opt-out Browser Add-on.
We use social networking services such as Twitter, Facebook and YouTube to communicate with the public about our work. When you communicate with us using these services we may collect your personal information, but we only use it to help us to communicate with you and the public. The social networking service will also handle your personal information for its own purposes. These sites have their own privacy policies.
We use and or disclose the personal information that we hold in the following ways:
We may disclose personal information to an organisation if a complainant, applicant or respondent seeks to investigate a complaint made against us by an employee, resident or other affected person or where the agency or organisation has a legal right to attend or investigate the service or an incident occurring at the service. We will only disclose identifiable personal information where we are legally obliged to do so or only after first obtaining your consent in any other case. We may disclose this information to the following organisations:
We only provide the media with personal information relating to a complaint if you have consented, or where the issue is already publically available.
Hill View Aged Care Pty Ltd uses a number of service providers to whom we disclose personal information. These include providers that host our website servers, manage our IT and manage our human resources information.
To protect the personal information we disclose we:
We only disclose your sensitive information for the purposes for which you gave it to us or for directly related purposes you would reasonably expect or if you agree.
Generally we only disclose personal information overseas so that we can properly handle an application for residential care or if the residents’ representative is overseas or if the resident receives income from overseas (eg. expatriate service pension). For example, if;
Web traffic information is disclosed to Google Analytics when you visit our websites. Google stores information across multiple countries. For further information see Google Data Centers and Google Locations.
When you communicate with us through a social network service such as Facebook or Twitter, the social network provider and its partners may collect and hold your personal information overseas.
To ensure that the personal information we collect is accurate, up-to-date and complete we:
We take steps to protect the security of the personal information we hold from both internal and external threats by:
We destroy personal information in a secure manner when we no longer need it.
We store personal information in the following ways;
Under the Privacy Act (Australian Privacy Principles 12 and 13) you have the right to ask for access to personal information that we hold about you, and ask that we correct that personal information. You can ask for access or correction by contacting us and we must respond within 30 days. If you ask, we must give you access to your personal information, and take reasonable steps to correct it if we consider it is incorrect, unless there is a law that allows or requires us not to.
We will ask you to verify your identity before we give you access to your information or correct it and we will try to make the process as simple as possible. We may charge you a fee for the service of providing access. The fee will be reasonable and be no more than necessary to cover our administration and printing costs associated with providing the information. If we refuse to give you access to, or correct, your personal information we must notify you in writing setting out the reasons.
If we make a correction and we have disclosed the incorrect information to others, you can ask us to tell them about the correction. We must do so unless there is a valid reason not to.
If we refuse to correct your personal information, you can ask us to associate with it (for example, attach or link) a statement that you believe the information is incorrect and why.
If you wish to complain to us about how we have handled your personal information you should complain in writing. If you need help lodging a complaint, you can contact us.
If we receive a complaint from you about how we have handled your personal information we will determine what (if any) action we should take to resolve the complaint.
If we decide that a complaint should be investigated further, the complaint will usually be handled by a more senior person than the person whose actions you are complaining about.
We will tell you promptly that we have received your complaint and then respond to the complaint within 30 days.
If you are not satisfied with our response you may ask for a review by a more senior staff member within the organisation (if that has not already happened) or you can complain to the Aged Care Quality Agency.
You can contact us by:
Telephone: +61 7 5559 3222
National Relay Service:
Translating and Interpreting Service: 131 450 then ask for 07 5559 3222. Apart from the local or national call cost these are free services for you.
Post: P O Box 4185
Ashmore Qld 4214
Facsimile: +61 7 5522 9794