WHY YOUR PRIVACY IS SO IMPORTANT TO US
Tunstall Australasia is a national emergency response service. Our Operators respond to emergency calls seven days per week 365 days per year. This service assists our clients, who are aged, disabled, infirm or vulnerable, to continue to live independently in their own homes in the community. In the course of our normal operations, Tunstall Australia collects and uses personal and sensitive information about our clients to ensure delivery of appropriate, timely and quality services. This imposes responsibilities on our employees to ensure that the privacy of confidential information is safeguarded.
Disclosure of this information to Tunstall Response places Tunstall Response in a position of trust within the community and as such we seek to protect the privacy of individuals in accordance with the Privacy Act 1988 and the National Privacy Principles within the Privacy Amendment (Private Sector) Act 2000. This Act lays down strict privacy safeguards which organisations such as Tunstall Response must observe in dealing with personal information.
This policy brochure is intended to inform our clients of the purposes for which data will be used and the safeguards preventing non-authorised use of, or access to, confidential information.
All personnel acting on behalf of Tunstall Response are subject to the Privacy Act and must explain the primary purpose for collecting information from individuals. In most cases this is to ensure delivery of emergency responses that are tailored to the needs of the individual.
LOOKING AFTER YOUR RIGHTS
The Privacy Act prohibits any person from accessing, using or disclosing any personal information in the possession of Tunstall Response, except if that person is performing their duties of providing emergency response and in accordance with the relevant legislation.
To enable Tunstall Response to respond to client emergency calls and requests for assistance, we collect the following types of personal information:
- Name and address of client, including property access details
- Personal & social details
- Name and contact number of any carers, family members or responders
- Name and contact number of the client’s Doctor and other relevant health care providers
- Name and contact number of the agency or individual referring the client for care
- The frequency and type of services and care we provide to clients
Personal information will only be collected where it is necessary for the client’s primary purpose of being involved with Tunstall Response, and where possible will be collected directly from the client.
Tunstall Response makes every effort to keep personal information up to date and accurate. This may mean that at times Tunstall Response staff will review the personal information held and request verification to its accuracy.
Individuals may contact the Tunstall Response Centre Manager on 1300 760 333 (Australia), 07 571 2680 (New Zealand), +65 6832 5950 (Malaysia, Singapore and South East Asia) or +886 2 2181 0995 (Taiwan) to request access to aspects of their own personal information that Tunstall Response might hold. To notify Tunstall Response of any changes or corrections to personal information we request this to be provided in writing.
ENSURING CONFIDENTIALITY
People using Tunstall Response services are assured their confidential personal information will only be used for the purpose for which they have provided it. It will not be provided to any person or agency without the consent of the client or their legally designated representative.
Tunstall Response will only use or disclose client's personal records when it directly relates to their care or welfare, and only then with the consent of the client involved or as required by law.
Information about clients contained in computer files will be stored in a password-protected file ensuring the information is accessible only to approved personnel.
When practical, any person has the option of not identifying themselves when they communicate with Tunstall Response.
ACCESS TO RECORDS
Authorised staff of Tunstall Response may have access to your records for the purpose for which the information was provided, or any purpose allowed by the Privacy Act.
No one else, other than the client, will be permitted access to records without the consent of the client. Having given consent, the client may withdraw it at any time.
A request to access a client’s records must be made in writing, indicating why access is being sought. This request will be evaluated as per the requirements and conditions of the Privacy Act. There may be instances where access is denied to certain records or aspects of records in accordance with the Privacy Act.
Tunstall Response is keen to ensure it adheres to the National Privacy Principles and protects the individual’s right to privacy. The Response Centre Manager should be contacted to lodge any concerns, complaints or suggestions. A response to a complaint, concern or suggestion will be provided in a timely manner. Where a complaint requires investigation, the findings of the investigation will be discussed with the complainant.
YOUR EXPECTATIONS OF TUNSTALL RESPONSE
You have the right to expect all Tunstall Response personnel to:
- Be open and honest in our dealings with you;
- Respect your privacy and keep your personal information confidential unless disclosure is authorised by you or by the law;
- Use your personal information only for the primary purpose for which you are involved with Tunstall Response;
- Satisfy your right to see and, if appropriate, amend our information about you with your consent, or deal with someone else on your behalf.
If you have any further queries or would like a copy of our privacy policy please contact your local Tunstall office or email the Privacy Officer privacy@tunstallap.com |
