At Charleville and District Community Support Association Incorporated, we are committed to protecting the privacy, confidentiality and dignity of all individuals who access our services.

We recognise that clients often share sensitive personal information with us during periods of vulnerability, hardship or crisis. We are committed to ensuring that all personal and client information is collected, stored, used, disclosed and disposed of lawfully, respectfully, securely and only for legitimate service-delivery purposes.

All client information is handled in accordance with our Privacy Policy. A copy of the Privacy Policy can be requested by emailing reception@charlevillenc.org.au or by requesting a hard copy in person at the Charleville Neighbourhood Centre.

Legislative and Regulatory Framework

Charleville and District Community Support Association Incorporated handles personal and client information in accordance with applicable legislation, funding obligations, service standards and best-practice privacy principles, including where relevant:

• Privacy Act 1988 (Cth), including the Australian Privacy Principles, where applicable to the organisation’s services, funding arrangements or information-handling activities;

• Information Privacy Act 2009 (Qld), as amended by the Information Privacy and Other Legislation Amendment Act 2023 (Qld), including the Queensland Privacy Principles and mandatory data breach notification requirements where applicable through Queensland Government service delivery, funding, contractual or information-sharing arrangements;

• Human Rights Act 2019 (Qld), including the right to privacy and reputation, dignity, equality and protection of families and children, where applicable;

• Anti-Discrimination Act 1991 (Qld), which supports equitable, respectful and non-discriminatory access to services;

• Aged Care Act 2024 (Cth) and related aged care regulatory requirements, where services are delivered to older people through Commonwealth-funded aged care programs; and

• any relevant funding agreements, service agreements, professional standards, quality standards, records management requirements and internal organisational policies.

Our Commitment to Privacy and Confidentiality

Charleville and District Community Support Association Incorporated implements procedures to support the lawful, ethical and secure handling of client information. Specifically, we:

• collect only the information reasonably necessary to assess client needs, provide services, meet funding obligations, manage risk, and support safe and effective service delivery;

• explain to clients why information is being collected, how it may be used, who may have access to it, and the circumstances in which it may need to be shared;

• store client records securely, whether in physical or electronic form, and take reasonable steps to protect information from unauthorised access, loss, misuse, interference, disclosure or inappropriate handling;

• restrict access to client information to authorised staff, volunteers or representatives who require the information for legitimate work-related purposes;

• treat client information as confidential and do not disclose personal information to external parties without consent, unless disclosure is required or authorised by law, necessary to prevent or reduce a serious risk to safety, or permitted under relevant service-delivery, funding or information-sharing obligations;

• seek informed consent before sharing information with other services, agencies or support networks, except where the law allows or requires information to be shared without consent;

• take additional care when handling sensitive information, including information relating to health, disability, housing insecurity, financial hardship, cultural identity or other personal circumstances;

• ensure assessments, case discussions and service planning occur in a private and respectful manner wherever practicable;

• support clients to have an advocate, interpreter, family member or support person present where appropriate and where this does not compromise safety, privacy or legal obligations;

• advise clients that providing personal information is generally voluntary, while also explaining that withholding key information may affect the type, level or suitability of service that can be provided;

• ensure suspected privacy breaches, data breaches or inappropriate disclosures are escalated and managed in accordance with organisational policy, legal obligations and funding requirements; and

• review and improve privacy practices in response to legislative changes, service requirements, client feedback, complaints, audit findings and emerging risks relating to information security.

Charleville and District Community Support Association Incorporated takes an inclusive, culturally safe and non-discriminatory approach to service delivery. We provide equitable access and respectful support to clients regardless of age, gender, sexuality, race, culture, language, religion, disability, income, family circumstances, housing status or location.

Your Rights as a Client

When you access services from Charleville and District Community Support Association Incorporated, you have the right to:

• be treated with dignity, respect and without discrimination;

• feel safe, supported and heard when engaging with our services, whether at the Neighbourhood Centre, by phone, online, in your home or in an outreach setting;

• have your personal information handled lawfully, respectfully, securely and only for proper purposes;

• understand why information is being collected, how it will be used, who may access it, and the limits of confidentiality;

• choose to have a support person, advocate or interpreter involved where appropriate;

• choose not to provide certain information, noting this may affect the type or level of support we are able to provide;

• request access to personal information we hold about you, subject to limited exceptions permitted by law;

• ask for information to be corrected if you believe it is inaccurate, incomplete or out of date;

• raise a concern or make a complaint if you believe your privacy, confidentiality or rights have not been respected; and

• have complaints handled fairly, confidentially, respectfully and without fear of retribution through our established complaints and grievance processes.

Need More Information? 

If you would like to know more about how we manage your personal information, or if you wish to access your records or lodge a privacy-related concern, please contact us on (07) 4654 1307.