RESIDENTS & FAMILIES

Information that we may collect on you includes but is not limited to:

• NAME
• SEX
• DATE OF BIRTH
• DATE OF ADMISSION
• NEXT OF KIN
• RELIGION
• DOCTORS NAME
• PENSION NUMBER
• MEDICARE CARD NUMBERS
• FUNERAL DIRECTORS
• PERMISSION FORMS
• SPECIAL REQUESTS
• PERSONAL / MEDICAL & DAILY LIVING INFORMATION
• PENSION PAYMENTS
• PAYMENT OF ACCOUNTS ON RESIDENTS BEHALF
• AMOUNTS HELD IN TRUST

Open and transparent management of your information

Melaleuca has an open and transparent policy for the management of your personal information. Our Policy and information statements are reviewed regularly to ensure they are up to date and in alignment with APP.

Anonymity and pseudonymity

Melaleuca has provision for individuals to provide information without identifying themselves or by use of a pseudonym. Obviously this is for Limited exceptions only and must comply with the APP guidelines.

Collection of personal information

This information is collected only for insurances and lawful purposes. Melaleuca collects this information via induction processes and during resident admittance procedures. The information is provided by individuals via the voluntary completion of Forms and the provision of information contained on cards & certificates.

We may also collect your personal information directly from you. For example, we may collect personal information about you when you deal with us over the telephone, send us correspondence (whether by letter, fax or email) or when you have contact with us in person.

Holding this information

Melaleuca is required to protect your personal information against loss, unauthorised use and abuse, therefore we hold this information in secure files and electronic data bases. Private information is “password” protected in our electronic data bases and hard copy files are secured in a “limited” access area in secure filing cabinets.

Why we collect and hold this information?

Melaleuca collects and holds this information to ensure that we can administer your health, safety, well-being, and administrative requirements. Much of the information you provide is required by law to enable Melaleuca to administer you both effectively and legally.

How we use or disclose your personal information

We will use and disclose personal information for the primary purpose for which it was collected. We may also use and disclose personal information for purposes related or ancillary to the main reasons we collect it, such as invoicing, reminder notices, provision of information concerning legal developments, to improve our service and communications and in respect of other services offered by us. When we engage third party contractors to perform services for us which involve the contractor handling personal information we hold. For example, we may engage third party contractors to store and archive our completed client files or those that manage our IT processes & systems.

Direct Marketing

We do not disclose personal information we collect to third parties for the purpose of allowing them to direct market their products and services. Melaleuca does not disclose your personal information without your consent.

Our duty of confidentiality and obligations of non-disclosure

We have a duty to maintain the confidentiality of our clients' affairs, including personal information. Our duty of confidentiality applies except where disclosure of a client's personal information is:

• with that client's consent
• compelled by law
• for the sole purpose of avoiding the probable commission or concealment of a felony.

We may be subject to obligations of non-disclosure in respect of personal information which we hold arising from the fiduciary duties we owe our clients, or as a result of professional conduct rules which apply to us. In many cases, information which we hold will be subject to legal professional privilege and we will therefore not be obliged to disclose it.

Cross border disclosure

Melaleuca does NOT provide your personal information cross borders unless you provide permission for us to do so. When a third party is involved Melaleuca is to ensure that the 3rd Party does comply with APP before disclosure.

Government related identifiers (medicare numbers, tax file numbers etc..etc..)

Melaleuca not use or disclose any Government identifier unless a listed exception applies. The exceptions include where:

• the use or disclosure is necessary for the organisation to fulfil its obligations to the agency or
• the organisation has been prescribed by regulations to use or disclose a prescribed identifier in prescribed circumstances, or
• Required to by law.

Gaining access to information we hold about you

We will, on request, provide you with access to the personal information we hold about you unless there is an exception which applies under the Privacy Act such as where we have a legal duty of confidentiality or non-disclosure as mentioned above.

Your request to obtain access will be dealt with in a reasonable time. We may recover from you our reasonable cost of providing you with access. If we refuse to provide you with access to the information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the Privacy Act.

Seeking & Keeping your personal information up-to-date

We take reasonable steps to ensure that your personal information is accurate, complete, and up-to-date whenever we collect or use it. If any of the personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us immediately and we will take reasonable steps to correct this information or, if necessary, we will discuss alternative action with you.

Privacy Complaints

The Office of the Australian Information Commissioner (OAIC) provides guidance about how you lodge a complaint, what you can complain about, who you can complain about, possible outcomes, how much it costs to lodge a complaint and what you should include with your complaint. More information about how to lodge a complaint with the OAIC can be found on their website: http://www.oaic.gov.au/privacy/privacy-complaints