Privacy Statement
Our commitment to your privacy
At Glenray, we respect every person's right to privacy, dignity and confidentiality.
We are committed to protecting the personal, sensitive and health information entrusted to us and ensuring information is collected, used, stored and shared appropriately.
We collect information to provide safe, appropriate and individualised supports and services, manage our workforce and organisation, meet our safeguarding responsibilities, and comply with our legal and regulatory obligations.
Glenray manages personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), applicable NDIS requirements and other relevant legislation.
Our approach to privacy is supported by our Privacy, Dignity and Confidentiality Policy and our detailed Privacy Policy Manual.
How we manage your information
Collecting personal and sensitive information
Glenray only collects personal, sensitive and health information that is reasonably necessary for our services, activities and responsibilities.
Depending on your relationship with Glenray, this may include information about your:
identity and contact details
disability and individual support needs
health and medical information
communication needs and preferences
supports, services and goals
emergency contacts and important relationships
employment or engagement with Glenray
other information reasonably required to provide services or manage our organisation.
Where possible, we collect information directly from you.
Sometimes we may need to collect information from another person or organisation, such as your chosen representative, family member, health professional, support provider, government agency or another person involved in your supports.
Where consent is required, we will seek consent before collecting sensitive information unless collection is otherwise permitted or required by law.
You can ask us why we need particular information and how it will be used.
Choosing not to provide certain information may affect our ability to provide particular supports or services safely or effectively.
Using and sharing your information
We use personal information for the purpose it was collected and other purposes permitted or required by law.
This may include using information to:
provide and coordinate supports and services
understand and respond to individual needs, preferences and risks
communicate with people involved in your supports where appropriate
manage incidents, complaints, safeguarding and quality activities
meet NDIS, funding, regulatory and legal requirements
manage Glenray's workforce and business operations.
We respect your choices about who receives information about you.
Personal information will not be shared simply because someone is a family member, friend or other person involved in your life.
We will seek consent before sharing information where consent is required.
There are circumstances where Glenray may need or be authorised to share information without consent. This may include where required or authorised by law, to respond to an emergency, protect someone from serious harm, respond to suspected abuse, neglect or exploitation, comply with a lawful request, or meet other safeguarding or reporting responsibilities.
When information is shared, we aim to share only what is reasonably necessary for the purpose.
Your privacy when receiving supports
Privacy is about more than protecting records.
Glenray respects your privacy, dignity, personal space, possessions, relationships, choices and conversations when providing supports and services.
Our staff are expected to:
respect your personal space and property
protect your privacy during personal care and other intimate supports
ask permission before entering private spaces or accessing personal belongings, except where immediate action is reasonably necessary to protect someone's safety
discuss personal information discreetly and only with people who need to know
respect your relationships, lifestyle choices and personal preferences
support you to make choices about your information wherever possible.
Photos, videos and personal information
Glenray respects your choice about the use of photographs, videos and other recordings that identify you.
We will seek appropriate consent before using identifiable images or recordings for purposes such as promotional material, publications, social media or other external communications, unless otherwise authorised or required by law.
You can speak with us if you have questions about how an image or recording will be used.
Accessing or correcting your information
You have the right to ask what personal information Glenray holds about you and to request access to that information.
You can also ask us to correct information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
In some circumstances, access may be limited or refused where permitted or required by law. If this occurs, we will explain the reason where we are able to do so.
We may need to confirm your identity before providing access to personal information to ensure we do not disclose information to the wrong person.
For more information or to request access or correction, contact Glenray's Privacy Officer.
Keeping your information safe
Glenray takes reasonable steps to protect personal and sensitive information from misuse, interference, loss and unauthorised access, modification or disclosure.
This includes appropriate controls for electronic systems and records, secure storage of physical records and limiting access to information to authorised people who require it for their role.
Our staff are required to maintain confidentiality and appropriately protect information they access through their work with Glenray.
Information is retained and securely destroyed or de-identified in accordance with applicable legal, contractual and organisational requirements.
If something goes wrong
We take privacy and data breaches seriously.
If Glenray becomes aware that personal information may have been lost, accessed, disclosed or used without authorisation, we will take steps to contain the breach, assess what has occurred and reduce the risk of harm.
Where a data breach meets the requirements of the Notifiable Data Breaches Scheme, Glenray will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.
Questions, access requests or privacy complaints
If you:
have a question about how Glenray manages your information
want to access or correct information we hold about you
are concerned that your privacy or confidentiality has been breached
would like to make a privacy complaint
need our privacy information provided in another format or need support to understand it
Please contact Glenray's Privacy Officer.
Phone: (02) 6331 2388
Email: privacy@glenray.com.au
Address: 225 Howick Street, Bathurst NSW 2795
We will take your concern seriously and work with you to respond appropriately.
If you are not satisfied with Glenray's response to a privacy complaint, you may also have the right to contact the Office of the Australian Information Commissioner (OAIC).
Glenray's privacy documents
For more information about privacy at Glenray, you can read:
Privacy, Dignity and Confidentiality Policy. Learn about how Glenray respects and protects privacy, dignity and confidentiality when providing supports and services.
Privacy Policy Manual. Read detailed information about how Glenray manages personal information and meets its obligations under Australian privacy law.