What personal information do we collect and why do we need it?
When we collect personal and sensitive information we will, wherever possible, explain to you why we are collecting the information and how we plan to use it. Such information is held confidentially by Caswell.
In some circumstances we also collect credit card and banking information and take care to ensure this information is not shared outside our business other than for processing your payment or paying your accounts.
How and when do we collect the personal information?
We collect the information in person, at interviews and meetings, in correspondence, via email, by telephone, through our website and from third parties. Wherever practicable, we will ask you for the information. However, we may need to contact others such as your referring agency and others involved with your health care.
How do we keep your personal information?
Client information collected is kept in an individual client record. Records prior to 2010 are paper files and are kept in locked storage. Client records from 2010 are kept electronically in a secure system. All client information is destroyed according to legislative requirements.
Use of your personal information
The personal information you supply to Caswell is collected for use in connection with conducting our business. Other than for our own business purposes, Caswell will not disclose your personal information to third parties outside of Caswell, other than for a purpose made known to you and to which you have consented, or unless required by law. We don’t disclose sensitive information about you unless you agree, or would reasonably expect us to.
Who will see or have access to your personal information?
Unless we are required to provide your personal information to others by law, by court order or to investigate suspected fraud or other unlawful activity, your information will generally only be seen or used by persons working in or for Caswell Health Care. These people will include our own and our contracted staff.
Quality of your personal information
It is an important part of providing our services to you that your personal information is up to date. We take reasonable steps to make sure that your personal information is accurate, complete, relevant, up-to-date and not misleading. There are procedures in place which facilitate amendments and verification of personal information.
What if I want to check what personal information you hold about me?
You have the right to access the personal information we hold about you and to update and/or correct it, subject to certain exceptions. If at any time you want to know exactly what personal information we hold about you, you can access your record by contacting us. There may be some cost to you in providing this information if your request is complex or requires detailed searching of our records. In order to protect your personal information we will require identification from you before releasing such information.
How to make a privacy complaint
If a person has a complaint regarding the way in which their personal information is being handled by Caswell, in the first instance they should contact our Business Development Manager – Kate Loxton. We will respond to your complaint within 30 days. If the parties are unable to reach a satisfactory solution through negotiation, the person may wish to request an independent person to investigate the complaint such as the Office of the Australian Privacy Commissioner.