Privacy Policy

Draft for review. This policy is a starting point based on the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It should be reviewed by Providential Homes and a legal adviser before the site goes live.

1. About this policy

Providential Homes Limited (ABN [ABN]) (“Providential Homes”, “we”, “us”) is committed to protecting the privacy of the people we support, our supporters, volunteers, partners and everyone who visits our website.

This policy explains how we collect, use, store and disclose personal information, and how you can access or correct the information we hold about you. We handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and any other privacy laws that apply to us.

2. Information we collect

The personal information we collect depends on how you interact with us. It may include:

• your name, phone number, email address and postal address
• details you share when you contact us, make an enquiry or register your interest in volunteering or partnering with us
• for people who use our services: information needed to provide support, such as household details, housing history, referral information and details of the services you are connected with
• donation details, such as the amount and frequency of your gift (payment card details are handled by our donation platform, not by us)
• information about how you use our website, collected through cookies and analytics tools

3. How we collect it

We collect personal information directly from you wherever possible, for example when you fill in a form on our website, call or email us, make a donation, or speak with our team.

Sometimes we receive information from third parties, such as when you are referred to our services by Homes NSW, Link2Home, a domestic violence service, Corrective Services NSW, a caseworker or another community partner. Where this happens, we take reasonable steps to make sure you are aware of it.

4. How we use it

We use personal information to:

• provide accommodation, household support and other services, and work with your caseworkers and support services
• respond to enquiries and requests
• process donations and issue receipts
• coordinate volunteers and partnerships
• keep our supporters informed about our work, where you have agreed to hear from us
• improve our services and website, and meet our reporting, legal and funding obligations

You can opt out of receiving updates from us at any time by using the unsubscribe link in our emails or by contacting us.

5. Sensitive information

To provide safe and appropriate support, we may need to collect sensitive information, such as health information or details about family and domestic violence. We only collect sensitive information with your consent, or where the law allows or requires it, and we take extra care in how it is stored and shared.

6. Who we share it with

We do not sell personal information. We may share it with:

• government agencies, referral partners, caseworkers and support services involved in your care, with your consent or where permitted by law
• service providers who help us operate, such as our donation platform, email and IT providers, who are required to protect your information
• authorities, where we are required or authorised by law, or where we believe it is necessary to prevent a serious threat to someone’s life, health or safety

7. Donations

Online donations are processed securely by Raisely. Your payment card details are handled by Raisely and its payment processors and are not stored by Providential Homes. Raisely’s handling of your information is covered by its own privacy policy.

8. Website and cookies

Our website uses cookies and analytics tools, such as [analytics provider], to understand how visitors use the site so we can improve it. This information is generally collected in a way that does not identify you. You can set your browser to refuse cookies, although some parts of the site may not work as intended.

Our website may contain links to other websites. We are not responsible for the privacy practices of those sites.

9. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. This includes secure systems, restricted access for staff who need it, and confidentiality obligations. When we no longer need personal information, we take reasonable steps to destroy or de-identify it, subject to our legal record-keeping obligations.

10. Access and correction

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time, usually within 30 days. In some circumstances the law allows us to refuse access; if so, we will explain why.

11. Overseas disclosure

[Confirm with Providential Homes and its IT providers.] Some of our service providers may store data on servers outside Australia. Where this happens, we take reasonable steps to make sure your information is handled in line with the Australian Privacy Principles.

12. Complaints

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

13. Contact us

Privacy Officer, Providential Homes
1/62 Owen St, Glendenning NSW 2761
Phone: 1300 364 701
Email: reception@providentialhomes.com.au

14. Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, with the date it was last updated.