Privacy Policy, Complaint Management, Service Disclaimer, Website Disclaimer
This policy ensures we protect and handle personal information in accordance with the relevant privacy legislation. We acknowledge an individual’s right to privacy while recognising that personal information is required to be collected, maintained and administered in order to provide a safe working environment and a high standard of quality.
The information we collect is used to provide services to clients in a safe and healthy environment with individual requirements, to meet duty of care obligations, to initiate appropriate referrals, and to conduct business activities to support those services.
This policy applies:
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to all personal information and sensitive information including the personal information of employees and clients,
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to all company confidential information - that is any information not publicly available,
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to all representatives including key management personnel, all workers (full time, part time, casual), contractors and volunteers.
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To support the privacy and confidentiality of individuals:
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we are committed to complying with the privacy requirements of the Privacy Act, the Australian Privacy Principles and for Privacy Amendment (Notifiable Data Breaches) as required by organisations providing disability services,
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we are fully committed to complying with the consent requirements of the relevant state or territory requirements,
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we provide all individuals with access to information about the privacy of their personal information,
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each individual has the right to opt out of consenting to and providing their personal details if they wish,
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individuals have the right to request access to their personal records by requesting this with their contact person,
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where we are required to report to government funding bodies, information provided is non-identifiable and related to services and support hours provided, age, disability, language, and nationality,
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personal information will only be used by us and will not be shared outside the organisation without your permission unless required by law (e.g. reporting assault, abuse, neglect, or where a court order is issued),
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images or video footage of clients will not be used without their consent,
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clients have the option of being involved in any external or internal audits if they wish.
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To keep information secure:
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we take reasonable steps to protect the personal information we hold against misuse, interference, loss, unauthorised access, modification and disclosure,
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we ensure personal information is accessible to the client and is able for use only by relevant workers,
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we ensure security for personal information includes password protection for IT systems, locked filing cabinets and physical access restrictions with only authorised personnel permitted access,
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we ensure personal information no longer required is securely destroyed or de-identified.
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As part of information security responsibilities:
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we will take reasonable steps to reduce the likelihood of a data breach occurring including storing personal information securely and accessible only by relevant workers,
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if we know or suspect your personal information has been accessed by unauthorised parties, and we think this could cause you harm, we will take reasonable steps to reduce the chance of harm and advise you of the breach, and if necessary the Office of the Australian Information Commissioner.
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A breach of privacy and confidentiality is an incident:
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we will investigate the incident,
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we will conduct our Manage Incident process and activate our incident management policy to resolve,
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any intentional breach will result in disciplinary action up to and including termination of employment.
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Our commitment
We are committed to complaint handling. We will:
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implement and maintain a complaint management system,
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make sure people can easily make a complaint,
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deal with all complaints fairly and quickly,
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have information available on how to:
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submit a complaint,
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if you are an NDIS participant, submit a complaint to the NDIS Quality and Safeguards Commissioner (the Commissioner).
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keep records on all complaints received.
Who can make a complaint
Anyone can make a complaint including:
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a client,
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client’s family or guardian,
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a client’s financial manager,
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an advocate,
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an employee,
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a community visitor,
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a professional,
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a member of the public.
Complaints can be made:
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in person,
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by email,
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in writing,
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by phone,
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on the web.
Complaints help us:
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identify problems,
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improve services,
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provide better outcomes to clients.
Complaints can be made about any part of the quality or delivery of our services such as if there is dissatisfaction:
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with the way services are provided,
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with decisions we have made,
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about the conduct of our employees,
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about personal information not kept private.
Complaints can be made anonymously. Complaints can be made to us or directly to the Commissioner.
Navigating complaint issues can generally be stressful. When doing so, we encourage you to also seek support from:
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Trusted friends or family members,
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Legal Aid - your local Legal Aid office, such as Legal AID NSW or Legal AID ACT,
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If you are in the ACT - ADACAS - ACT Disability, Aged and Carer Advocacy Service.
How to complain to the Commission about a provider
The NDIS Quality and Safeguards Commission has a page called How to make a complaint about a provider with information on how to submit a complaint to the Commission.
Ways to make a complaint to the Commission about a provider include:
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by phone: 1800 035 544 (interpreters available) or TTY 133 677,
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via the National Relay Service—ask for 1800 035 544,
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or by completing the online Complaint Contact Form.
The Commission has fact sheet with information on how complaints are handled.
Further complaint management policy
We have further complaint management policy such as complaint monitoring, complaint records and review, complaint referrals, complaints system. These are available upon request by emailing
staysixACT. is an independently run mental health, psychosocial and disability service based in Ngunnawal Country / Canberra, ACT.
staysixACT.’s services are not clinical or medical.
staysixACT. provides community-based non-clinical non-medical personalised assistance aimed to assist people (who have the plan management and self-management funding arrangement) with their non-clinical non-medical mental health, psychosocial and disability needs.
® staysixACT. is a Registered Trademark - content and materials are protected by copyright law. No reproduction of content and materials without written permission from the trademark owner.
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A security incident where personal, sensitive or confidential information normally protected, is deliberately or mistakenly copied, sent, viewed, stolen or used by an unauthorised person or parties.
A data breach where people are at risk of serious harm as a result, is reportable to the Office of the Australian Information Commissioner.
Personal information includes (regardless of its accuracy):
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name,
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address,
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phone number,
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email address,
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date of birth,
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recorded opinions or notes about someone,
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any other information that could be used to identify someone.
Sensitive information includes:
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health information,
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ethnicity,
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political opinions,
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membership of a political association, professional or trade association or trade union,
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religious beliefs or affiliations,
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philosophical beliefs,
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sexuality,
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criminal record,
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biometric information (such as finger prints).
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(Click for direct link to the Act)
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A copy of any of these following policies is available by emailing
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Clients Privacy and Confidentiality Policy.
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Complaint Management (complete).
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Incident Management Policy.
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Manage Incident Process.
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Privacy Policy (complete).
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