Privacy and Dignity
We values and respects the privacy, confidentiality and dignity of our participants and their families, as well as our staff. We collect, use, protect and release Personal Information in full compliance with relevant State and Federal privacy legislation.
We will only collect information necessary for safe and effective service delivery. We will only use information for the purpose it was collected and secure it safely. When we collect your information, we will explain why we are collecting the information and how we plan to use it. We will only take photos or videos of you with your full and voluntary consent. Information about you will only be released to other people or services with your informed consent, in an emergency, or where such disclosure is required or authorised by law. You may access the information we hold about you, including in order to update or correct it, subject to certain exceptions. If you wish to access your information, please speak to a staff member.
We understand that your privacy is important to you. The following information outlines how we protect your privacy, confidentiality and manage your personal information.
Before we collect personal information, we take reasonable steps to ensure that you know what the information is for. We will not use personal Information for another purpose unless:
- it is related to the original collection purpose
- we believe it necessary to reduce or prevent a serious or imminent threat to an individual’s life, health or safety
- there is a serious threat to public health or public safety
- the information relates to existing or anticipated legal dispute resolutions proceedings between us by law, or required for the prevention, detection, investigation, prosecution or punishment of criminal offences or breaches of law.
Your personal information is used to
- provide information about our organisation, services and supports
- process employment applications and provide offers of work
- process service applications and service requests
- send details about our activities, research or events
- undertake research or conduct surveys
- invite you to participate in our activities
- administer and manage our services and supports
- process payments
- answer enquiries and deliver services
- provide services in line with client requests
- meet quality service requirements
- resolve complaints and other issues
Incident Management
During the process of service delivery, different types of events may occur which affect you. Events may have a positive, negative or neutral influence on you. Some of these events will meet the definition of a ‘participant incident’.
If an incident occurs your health, safety and wellbeing and other involved parties is paramount. An appropriate incident response is critical. This includes:
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Immediate response
This involves ensuring the immediate safety, health and wellbeing of participants and other involved parties, obtaining medical attention, notifying the Police and other emergency services as appropriate, preserving evidence, accessing specialist incident and support services as required and contacting the nominated key support person. -
Ongoing support
These responses involve supporting participant wellbeing by ensuring a safe and secure environment, whilst also providing and managing any rehabilitation, counselling or other support they may need in the future in response to the incident.
When an incident involves misconduct by a staff member to a child, service providers must consider requirements under the Reportable Conduct Scheme to notify the Commission for Children and Young People.
All actions to manage and respond to an incident will be undertaken in a way that is respectful of the person, culturally appropriate, and empowers individuals to make their own choices and decisions wherever possible.
Actions taken by us in response to an incident will include the participant, or key support person acting in the participant’s interests, in the following activities:
- recognising and acknowledging the impact of the incident on the participant
- assuring the participant that the incident will be taken seriously and dealt with in a fair and equitable manner
- educating participants about their rights and taking their wishes into consideration
- keeping the participant informed of the progress, outcome and any follow-up of incidents
- identifying an advocate or key support person if appropriate, and keeping them informed throughout the process
- involving the participant in the process of reviewing or investigating the incident, including the opportunity to provide their account of what happened, with communication support if required
- ensuring the participant has the opportunity to provide feedback on the response to the incident
- ensuring that personal and sensitive participant information is appropriately managed and secured so as to mitigate the risk of privacy breaches.
Feedback and Complaints
It is important to us that you feel free to tell us what you think about the services we offer and we promise to listen to your you. It is your right to share your thoughts and opinions on anything related to the services we offer, your feedback whether it is good or bad can only help us to improve our services and we welcome it, without discrimination or negative consequences. We will keep you informed throughout the complaints process and inform you of the outcome and the reason behind it. We are prepared to then change the way the service is run to continuously improve.
You have every right to seek the support from another person, whether that means a family member, a carer, a support person such as the Ombudsman, a layer or an advocate. Whatever the issue, we will do everything in our power to solve the problem for you and to improve our services.
Complaints and Feedback can also be lodged anonymously, all you need to do is fill out either of the forms below and send it via mail to
J9, 161 Arthur St, Homebush, NSW, 2140You will find both a Feedback Form and Complaints Form in your pack for you to utilise. You can also ask us for a copy of either form at any time