Privacy and Consent Policy

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At The Survivor Service Ltd, we are committed to protecting the safety, rights and well-being of all people who engage with our organisation.

We are guided by a survivor-centric, trauma-informed approach that ensures people are treated with dignity and respect. We recognise that survivors are experts in their own lives, and we support their right to make informed decisions and have control over their journey.

Our Key Principles:

  • We are committed to building and maintaining a positive culture of safety across our organisation.

  • We manage safeguarding risks in accordance with legislation, practice standards and human rights principles.

  • We have procedures in place to report and respond to incidents.

  • All team members share responsibility for safeguarding.

How We Safeguard People:

We assess and manage safeguarding risks across all areas of our work to ensure the safety and well-being of those we support. All team members are trained and supported to understand their safeguarding responsibilities, and we actively promote a culture of transparency, accountability, and survivor safety. We take appropriate and timely action in response to any concerns or disclosures of harm and maintain both confidential and visible reporting pathways to ensure that concerns can be raised safely and effectively.

Privacy Policy

Protecting Your Personal Information

At The Survivor Service Ltd, we are committed to upholding your right to privacy and ensuring the secure, respectful, and lawful handling of your personal and sensitive information. Our privacy practices are grounded in a trauma-informed, survivor-centred approach and guided by all relevant legislative requirements. We collect and handle personal and sensitive information only to assist with the services and support we provide.

The Survivor Service Ltd complies with the following legislation and associated guidelines:

  • Privacy Act 1988 (Cth)

  • Information Privacy Act 2009 (Qld)

  • Right to Information Act 2009 (Qld)

  • Human Rights Act 2019 (Qld)

  • Domestic and Family Violence Protection Act 2012 (Qld) – including Part 5A

  • Section 159C of the Child Protection Act 1999

  • Domestic and Family Violence Information Sharing Guidelines (May 2017)

  • Australian Privacy Principles (APPs)

We are committed to maintaining transparency and accountability in the management of personal information in accordance with these frameworks and legislation.

Collection of Personal and Sensitive Information

We collect personal and sensitive information only when it is necessary to do so. This includes circumstances where the information is required to deliver trauma-informed services tailored to your individual needs, to meet our legal and contractual obligations, and to maintain accurate records that support safe, high-quality service provision.

Types of Personal Information We May Collect Include:

  • Name, address, telephone number, and email

  • Date and place of birth

  • Preferred pronouns and gender identity

  • Identification documents (e.g. driver’s licence, Medicare card)

  • Information collected during referral, intake or assessment processes

  • Employment, education, or financial details relevant to service provision

  • Internet Protocol (IP) addresses or other digital identifiers collected via our website

Types of Sensitive Information May Include:

·       Information about your circumstances or safety.

·       Names of individuals involved in legal matters or abuse.

·       Racial or ethnic origin

·       Physical or mental health conditions, injuries, or disabilities

·       Religious or cultural beliefs

·       Sexual orientation or gender expression

·       Details relating to services, funding, internal operations or third-party data.

Sensitive information is collected only with your informed consent or where required by law.

Storage and Protection of Information

We are committed to ensuring that all personal and sensitive information is securely stored and protected from misuse, interference, unauthorised access, modification, or disclosure. Our storage practices include the use of secure electronic databases protected by passwords, encryption, and firewalls, as well as the secure handling and destruction of hard copy documents once they have been digitised. We retain data in accordance with legislative requirements—typically for seven years after the last engagement, or seven years after a child turns 18. Access to personal information is strictly limited to authorised personnel only.

Use and Disclosure of Information

We will seek your informed consent before disclosing any personal information, except in circumstances where disclosure is required or authorised by law.

We will not release any information requested by a third party without:

  • Obtaining a signed consent form specific to the request

  • Discussing the nature and purpose of the request directly with the individual whose information is being sought

We believe in transparency and ensuring individuals have a full understanding and control over who accesses their personal information.

Information may be disclosed without consent only in the following circumstances:

  • When required by law (e.g. court subpoena or mandatory reporting)

  • Where there is a serious and imminent threat to your safety or the safety of others

  • When reporting suspected child abuse or neglect

Wherever appropriate and or practicable, we will inform you of such disclosures and provide support and or referrals.

Consent may be provided:

Our strong preference is to obtain informed, written consent through completion and signing of our Consent to Release Information form. We do not release information requested by third parties without a signed consent form, except where disclosure is required by law. Before any information is released, our team will discuss the request with you to ensure you fully understand what information is being sought and why. In circumstances where informed written consent is not feasible, we may, at the discretion of our team, accept informed verbal consent—provided the discussion is clearly documented and meets our standards for informed decision-making.

Online Privacy and Use of Cookies

When you visit our website, we may collect data including:

  • IP address

  • Date, time, and duration of your visit

  • Pages viewed and documents downloaded

This information is used for service improvement and statistical analysis. Our website may use cookies or similar technologies to enhance user experience. You may configure your browser settings to refuse or manage cookie preferences.

Information submitted through online forms is stored securely and may be shared with authorised third parties only where necessary to deliver a complete service response.

Your Rights Matter to Us

We believe that everyone has the right to feel safe, respected, and informed when sharing personal information. When you engage with our service, you have the right to:

  • Know how and why we collect, use, and store your information

  • Access the personal information we hold about you

  • Ask us to correct any information that isn’t accurate or up to date

  • Choose not to share certain information or change your mind about what you’ve shared

  • Raise a concern or make a complaint if you feel your privacy has not been respected

If you ever have questions about your rights or how we use your information, our team is here to support you.

Feedback and Complaints

If you require additional support to access or understand this information, please don’t hesitate to contact our friendly team—we’re here to help. You can easily reach us through the Contact Us form on our website, where you can also submit any feedback or complaints.