Privacy Policy

 

Policy Statement

At Quest Therapy Services Pty Ltd we practice in a manner that complies with client privacy and confidentiality under the Information Privacy Act 2009. We ensure that an individual’s right to have their personal information collected and handled in a manner that is professional and safe is maintained throughout our organisation. Staff of Quest Therapy Services Pty Ltd are required to ensure they follow principles of client privacy and confidentiality in all aspects of their employment.

Quest Therapy Services will take all reasonable steps to protect the privacy of personal information and will not disclose personal or sensitive information without consent. This policy covers all privacy considerations of Quest Therapy Services to employees, volunteers, customers and clients.

Responsibilities

It is the responsibility and obligation of every employee of Quest Therapy Services to ensure that the privacy and personal information of clients and employees is protected in accordance with this policy.

Information we Collect

-            Personal Details: Name, date of birth, phone number, address, email address, gender.

-            Information of your emergency contacts

-            Your preferences and/or opinions

-            Your plan manager details

-            Other service providers or stakeholder details that you consent to us contacting

-            Information you provide to us through completing intake forms

-            Details of interventions/services provided to you

Sensitive information

The types of sensitive information we may collect about you include:

  • your National Disability Insurance Scheme (NDIS) details including your NDIS number, your NDIS plan start and review date and a copy of your NDIS plan;

  • any support plan you provide us with;

  • your health information, such as:

    • your disability;

    • your health condition including your physical and mental health;

    • your medical history including illnesses and/or diseases;

    • details of your medications;

    • any aids or support you use or require;

    • allergies/reactions;

    • your support needs;

    • your access needs;

    • whether or not you smoke;

    • whether or not you have an advanced care directive;

    • whether you have any behaviours of concern;

  • your cultural and religious beliefs.

  • any legal orders made by a State or Federal Government body that may be relevant, such as:

    • guardianships;

    • personal financial administration;

    • firearm prohibition orders;

    • special powers orders.

Unless otherwise permitted by law, we will not collect sensitive information about you without first obtaining your consent.

How we collected personal information

We will only collect information about you directly from yourself, unless:

  • You have provided consent for us to collect information from other parties;

  • We are required or authorised by Australian law to collect the information, or;

  • It is unreasonable or impracticable to do so.

We collect personal information in a variety of ways, including:

  • Directly: We collect personal information which you directly provide to us, including when we onboard you as a client, you fill in any forms for us either online, over the telephone or in person, you submit a form through our website, through the ‘contact us’ form on our website or when you request our assistance via email or over the telephone.

  • Indirectly: We may collect personal information which you indirectly provide to us while interacting with us, such as when you use our website, in emails, over the telephone and in your online enquiries.

  • From third parties: We collect personal information from third parties, such as support coordinators from other agencies referring you to us, medical and health practitioners.

Collection and use of personal information

Personal information

We may collect, hold, use and disclose personal information for the following purposes:

  • to enable you to access and use our services.

  • to provide our services to you, including to work with you to tailor our therapeutic and support services to your needs.

  • to contact and communicate with you about our Services;

  • for internal record keeping, administrative, invoicing and billing purposes;

  • for analytics, market research and business development, including to operate and improve our services.

  • for quality management, investigation and auditing purposes.

  • for advertising and marketing, including to send you promotional information about our services and information that we consider may be of interest to you;

  • to comply with our legal obligations and resolve any disputes that we may have;

  • if otherwise required or authorised by law.

Sensitive information

We only collect, hold, use and disclose sensitive information for the following purposes:

  • any purposes you consent to;

  • the primary purpose for which it is collected to work with you to tailor our services to your needs, to enable us to provide our services to you.

  • secondary purposes that are directly related to the primary purpose for which it was collected, including disclosure to the below listed third parties as reasonably necessary to provide our services to you;

  • for quality management, investigation and auditing purposes;

  • to contact emergency services, to refer you to medical or health service providers in emergency circumstances, or to speak with your family, partner or support person where we reasonably believe there is a serious risk to the life, health or safety of you or another person and it is impracticable for us to obtain your consent; and

  • if otherwise required or authorised by law.

Disclosure of personal information to third parties

We may disclose personal information to:

  • the National Disability Insurance Agency (NDIA) in relation to the NDIS;

  • other disability support funding bodies which you are a recipient of;

  • your medical and health practitioners;

  • your legal guardian;

  • your support coordinator;

  • medical and health practitioners who we may refer you to;

  • your plan manager from third party agencies;

  • third party auditors as part of an audit on behalf of the NDIA.

  • third party service providers for the purpose of enabling them to provide their services, to us, including (without limitation) IT service providers, digital time recording platforms (currently, TeleClock), data storage, web-hosting and server providers, debt collectors, couriers, maintenance or problem-solving providers, professional advisors and payment systems operators.

  • our employees, contractors and/or related entities;

  • our existing or potential agents or business partners;

  • courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you;

  • courts, tribunals, regulatory authorities and law enforcement officers, as required or authorised by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;

  • any other third parties as required or permitted by law, such as where we receive a subpoena.

  • If at any point there is a request for your information you will be contacted to provide consent, where consent has not already been provided. This may include subpoenas or external services.

·        You can withdraw your consent at any time. This can be lodged through administration, your clinician or the CEO. A new consent form will be completed to show the amendments to your consent.

 

Overseas disclosure

While we currently store personal information in Australia, where we disclose your personal information to third parties listed above, these third parties may store, transfer or access personal information outside of Australia.

We will only disclose your personal information to countries with laws which protect your personal information in a way which is substantially similar to the Australian Privacy Principles or we will take such steps as are reasonable in the circumstances to protect your personal information in accordance with the Australian Privacy Principles.

Your rights and controlling your personal information

Your choice

Please read this Privacy Policy carefully. If you provide personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect our ability to provide our services to you and your use of our services.

Information from third parties

If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

Anonymity

Where practicable we will give you the option of not identifying yourself or using a pseudonym in your dealings with us.

Restrict and unsubscribe

To object to processing for direct marketing/unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.

Access

You may request access to the personal information that we hold about you.

Correction

If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us via 0499 257 824 or admin@questtherapyservices.com.au. We will take reasonable steps to promptly correct any information found to be inaccurate, out of date, incomplete, irrelevant or misleading.

Complaints

It is your right to make a complaint regarding any breach or misconduct related to this policy, the Australian Privacy Principles and your personal/sensitive information. If you wish to make a complaint you can provide it by:

-            Complete the Complaints and Feedback Forms through our Website found here: Contact 1 — Quest Therapy Services

-            Contact the CEO/Director
Portia Gunn
portia@questtherapyservices.com.au
0483 330 469

All complaints will be managed according to our Feedback and Complaints Management Policy and Procedure.

You also have the right to contact the relevant privacy authority.

Storage and security

We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure. More information can be found in our Client Information Management Procedures. Our clinical software complies with safety standards that reduce risk of information mismanagement. Information that is gathered in hard copy is stored in lockable filing cabinets stored in the lockable clinic location.

While we are committed to security, we cannot guarantee the security of any information that is transmitted to or by us over the Internet.

Links to other websites

Our Services may contain links to other websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

Information sharing guidelines

Informed consent for the sharing of information will be requested and respected in all situations unless:

  • it is unsafe or impossible to gain consent; or

  • consent has been refused; and without information being shared, it is anticipated a child, young person or adult will be at risk of serious harm, abuse or neglect, or pose a risk to their own or public safety.

Where there is a risk to the participants well-being such as a disclosure of self-harm, abuse, neglect or harm employees are required, by law, to report this to relevant agencies. Where a child discloses self-harm or information that places them at risk then parents are to be advised despite participant consent. All employees are to work with the participant to support communication with parents/caregivers in these instances. Prior to all services, especially those related to mental health, participants are advised of this procedure for the safety of the individual.

Security of personal information

Personal information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

-            Quest Therapy Services follows the Public Records Act 2002 on record retention and destruction. The following applies:

o   All clinical records for minors (persons under 18) are to be retained for when a participant reaches 28years AND 10 years after their last service provision.

o   All clinical records for adults 18+ should be retained for 10 years after their last service.

-            Archiving of client records will occur 1 year following the last service. This information is stored in accordance with confidentiality and privacy policies. Participants will be archived using their name and date of birth for appropriate identification and can be restored at any time.

Access to personal information

The owner of the personal information that we hold may access it to update and/or correct it, subject to certain exceptions, by contacting us in writing and providing reasonable notice. In order to protect Personal Information, we may require identification from parties wishing to access the information before releasing the requested information.

Maintaining the quality of personal information

It is important to us that personal information is up to date. We will take reasonable steps to make sure that personal information is accurate, complete and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Privacy policy enquiries

If you have any queries about our Privacy Policy please contact us at:
Quest Therapy Services Pty Ltd
0499 257 824
admin@questtherapyservices.com.au

Express consent for sensitive information

You agree that we may collect your sensitive information, including information about your disability, your medical history, aids or supports you use or require, your National Disability Insurance Scheme plan, your allergies / reactions, your support needs, etc; for the purposes of tailored and responsive service delivery.
We may disclose your sensitive information to the parties mentioned above for the purposes of service delivery.

If you do not provide your personal and sensitive information to us, you may not be able to provide our services to you.

Our privacy policy (linked above) describes further how we collect, store, use and disclose your personal and sensitive information. It also describes how you can access and correct your personal information, how you can make a privacy-related complaint and our complaint-handling process.

If you would like more information about our privacy policy or privacy practices, please contact us at admin@questtherapyservices.com.au