100+ Years we’ve been around
20+ Services we offer
10,000+ People we’ve helped
Your privacy is important to us
Protecting your privacy and confidentiality is fundamental to the way HOPE cares for people.
We uphold the Australian Privacy Principles contained in the Privacy Amendment (Enhancing Privacy Protection) Act 2012, which amends the Privacy Act 1988 (Cth).
We will only collect personal and sensitive information that is reasonably necessary for us to carry out our work and provide our services. And we will only collect it with your consent.
What information we collect and hold
The type of information we may collect and hold depends on the reason it is collected and may include:
- Clients: we may need to collect your name and contact details and emergency contact details; information regarding your health and some details including ethnicity, country of birth, and preferred language.
- Staff and Volunteers: we may need to collect your name and contact details and emergency contact details, information about qualifications and previous experience, bank account and taxation details, some health information, and clearances (e.g. drivers licence, National Police Clearance, Working with Children).
- Supporters: we may need to collect your name and contact details and, in some circumstances, your bank account or credit card details.
We may have to collect and retain:
- copies of your written correspondence with us;
- copies of receipts or transaction records relating to your financial support of our fundraising activities;
- copies of your application form or request for assistance;
- documents and notes generated during your interactions with us;
- copies of your volunteer agreement or employment agreement and any associated documents and information you provide to us in connection with your work HOPE.
How we collect and keep safe your personal and sensitive
Documents are stored electronically. All personal and sensitive information is stored securely and only authorised people will have access to them.
Why we collect and hold personal and sensitive information
We may collect, hold, use and disclose personal and sensitive information for purposes necessary to carry out our work. Generally, these purposes include:
- to understand your needs and provide you with the services you request from us and appropriate care;
- to keep in contact with you as a supporter of HOPE and to inform you about the role and extent of our work and mission;
- to manage our fundraising activities and for taxation record-keeping purposes associated with your donation to HOPE;
- to facilitate and manage your donation of goods to one of our programs or services;
- to comply with necessary business and accounting standards;
- to comply with our reporting obligations to the Australian Taxation Office and other government agencies, funders and public sector bodies; or
- to facilitate and manage your employment or volunteer agreement with HOPE.
How we may share your information
We will only use your personal and sensitive information for the permitted purposes for which we have collected it and with your consent. Exceptions to this are if we are concerned about your safety, or we are legally required to provide information about you.
You may choose to not identify yourself or use a pseudonym when dealing with us. However, there may be times when we cannot do more for you unless you say who you are.
If we have to share your information with another service provider for you to receive the best possible service, we will seek your permission first. We will only share your personal and sensitive information in accordance with your express consent and instructions, as provided through the exclusions set out in the Australian Privacy Principles.
We do not supply our database information to marketing organisations not acting on our behalf.
We do not disclose personal and sensitive information to overseas recipients.
How you can look at and correct your personal and sensitive information
Volunteers, job applicants, contractors, and clients have the right to see their personal and sensitive information.
If you would like to look at your personal and sensitive information, or ask for corrections to be made, please contact our Chief Executive Officer (details below).
For security reasons, please put your request in writing and include the following information:
Your full name
Contact phone number
The relevant service or program (if known) that your request relates to
We reserve the right to charge you for our reasonable costs in providing you with copies of your files. If we do charge, the osts will not be excessive.
How you can complain about a breach of the Australian Privacy Principles
If you believe we have breached the Australian Privacy Principles, please contact our CEO (see details below).
We take all complaints very seriously and aim to respond to your complaint as quickly as possible.
How you can provide feedback or comments on this policy
How to contact us
Hope Community Services acknowledges and respects the traditional Aboriginal and Torres Strait Islander owners of the lands on which we work, the first people of this country. We pay our respects to them, their culture, and their Elders, past, present and future.
Hope Community Services acknowledges and welcomes diversity in all its forms amongst staff and clients, including culture, language, race, ethnicity, age, disability, sexual orientation, gender identity, intersex variations, religion, and socio‑economic and relationship status.
Hope Community Services acknowledge the individual and collective experiences of those with a living or lived experience. We recognise their wise contribution at all levels throughout the business and value the courage of those who share their experiences for the purpose of creating safe spaces that improve mental health outcomes.