Child Matters | Teen Matters
Respecting your privacy
What personal information do we collect and hold?
The types of information that we collect and hold about you could include:
• ID information such as your name, postal or email address, telephone numbers, and
date of birth;
• financial details such as your method of payment; and
• other information we think is necessary.
How do we collect your personal information?
Unless it’s unreasonable or impracticable, we will try to collect personal information
directly from you (referred to as ‘solicited information’). For this reason, it’s important that
you help us to do this and keep your contact details up-to-date. There are a number of
ways in which we may seek information from you. We might collect your information
when you fill out a form with us, when you’ve given us a call or used our website. We
also find using electronic means, such as email or SMS, a convenient way to
communicate with you and to verify your details.
What if you don’t want to provide us with your personal information?
If you don’t provide your information to us, it may not be possible for us to give you
access to our services.
What do we do when we get information we didn’t ask for?
Sometimes, people share information with us we haven’t sought out (referred to as
‘unsolicited information’). Where we receive unsolicited personal information about you,
we will check whether that information is reasonably necessary for our functions or
activities. If it is, we’ll handle this information the same way we do with other information
we seek from you. If not, we’ll ensure we do the right thing and destroy or de-identify it.
How do we take care of your personal information?
The security of your personal information is important to us and we take reasonable steps
to protect it from misuse, interference and loss, and from unauthorised access,
modification or disclosure. Some of the ways we do this are:
• document storage security policies;
• security measures for access to our systems; and
• only giving access to personal information to a person who is verified to be able to
receive that information
We may store personal information physically or electronically with third party data
storage providers. Where we do this, we use contractual arrangements to ensure those
providers take appropriate measures to protect that information and restrict the uses to
which they can put that information.
What happens when we no longer need your information?
We’ll only keep your information for as long as we require it for our purposes. We may be
required to keep some of your information for certain periods of time under law. When
we no longer require your information, we’ll ensure that your information is destroyed or
How we use your personal information
What are the main reasons we collect, hold and use your information?
Collecting your personal information allows us to provide you with the products and
services you’ve asked for. This means we can use your information to enable access to
What are the other ways we use your information?
We’ve just told you some of the main reasons why we collect your information, so here’s
some more insight into the ways we use your personal information including:
• identifying you;
• telling you about other products or services we make available and that may be of
interest to you, unless you tell us not to;
• allowing us to run our business efficiently and perform general administrative tasks;
• preventing any fraud or crime or any suspected fraud or crime;
• as required by law, regulation or codes binding us; and
• any purpose to which you have consented.
Who do we share your personal information with?
We will not share your personal information with any third parties without your prior
How do you access your personal information?
We will always give you access to your personal information unless there are certain
legal reasons why we can’t. You can ask us in writing to access your personal
information that we hold. In some cases, we may be able to deal with your request over
We will give you access to your information in the form you want it where it’s reasonable
and practical. We may charge you a small fee to cover our costs when giving you
access, but we’ll always check with you first.
We’re not always required to give you access to your personal information. Some of the
situations where we don’t have to give you access include when:
• we believe there is a threat to life or public safety;
• there is an unreasonable impact on other individuals;
• the request is frivolous;
• the information wouldn’t be ordinarily accessible because of legal proceedings;
• it would prejudice negotiations with you;
• it would be unlawful;
• it would jeopardise taking action against serious misconduct by you;
• it would be likely to harm the activities of an enforcement body (e.g. the police); or
• it would harm the confidentiality of our commercial information.
How do you correct your personal information?
Contact us if you think there is something wrong with the information we hold about you
and we’ll try to correct it if it’s; inaccurate, out of date, incomplete, irrelevant or
How do you make a complaint?
If you have a complaint about how we handle your personal information, we want to
hear from you. You can contact us by using the details below.
We are committed to resolving your complaint and doing the right thing by our clients.
We care about your privacy. Please contact us if you have any questions or comments
about our privacy policies and procedures. We welcome your feedback.
Deborah Cant – Practice Manager (08) 97512305 or firstname.lastname@example.org
This Policy may change. We will let you know of any changes to this Policy by posting a
notification on our website, correspondence via post or e-mail or you may contact us for
a copy of the most up to date policy at any time.
Updated Jan, 2019
Feedback, Suggestions and Complaints
Our clinicians and therapists all strive to offer excellence in personalised child and family
focused therapy using evidence-based practice. Our administration staff and
management facilitate services under NDIS guidelines and WA state governance.
Child Matters | Teen Matters is committed to continually improving services and
promoting excellence in service delivery. We aim to ensure that all clients receiving
services are aware of the feedback and complaints procedure; know how to provide
feedback when they would like to do so; and are able to have any concerns, disputes or
problems resolved fairly.
Feedback to improve services
Child Matters | Teen Matters strives to offer a safe, diverse and equitable service provision
for all service users, families, and caregivers. We aim to ensure that all individuals that
come into contact with us are treated with respect in all circumstances.
We consider an effective feedback handling process to be an essential part of this
commitment, providing feedback into services that may not be working as well as they
might, and allowing us to monitor, develop and improve service quality.
How to provide feedback?
Feedback is accepted verbally, in writing by email or any other communication method.
Suggestions on ways we can improve or diversify our services are also welcome and can
also be submitted as above.
Responding to feedback
Child Matters | Teen Matters encourages feedback and will respond in a timely manner.
We acknowledge and respect the right of all people to express their opinion about our
work – whether complimentary or critical. Clients have the right to raise any complaints or
concerns regarding any matter related to services provided by us, and to have their
concerns investigated and resolved fairly and quickly. We will treat any individual making
a complaint with dignity, respect and confidentiality.
Managing feedback and complaints
Child Matters| Teen Matters will endeavour to resolve all complaints through its internal
2• A review of the issue of concern
• Discussions with all relevant staff members
• A review of policies and procedures
In receiving a complaint, Child Matters | Teen Matters will:
• Acknowledge receipt of the complaint within five (5) working days where possible,
and if a response has been requested.
• Investigate the issue raised and decide on any actions or improvements that may
Once we have completed this internal review we will respond to the individual in writing
within fourteen (14) days, detailing the steps of the review process and the outcome. If the
matter cannot be resolved during this time, we will advise the individual of the reasons for
the delay and provide a revised timeframe; ensuring appropriate records are maintained
in accordance with Stepping Stones Therapy Services policies and procedures.
If you are receiving our services funded under NDIS, and the matter was not able to be
resolved within our organisation, you may then wish to contact NDIS directly on 1800 800
110, or follow this link to download the NDIS complaints form
Updated: September 2018