Disclaimer & Privacy Policy

STAR Community Services Privacy and Confidentiality Policy

POLICY STATEMENT
STAR Community Services Ltd (ABN 26 729 619 090) (STAR Community Services Ltd) is committed to protecting the privacy of personal information which the organisation collects to deliver our services. STAR Community Services Ltd recognizes the essential right of individuals to have their information handled and managed in ways which they would reasonably expect.

This is reflected in and supported by our core values and philosophies, and this Privacy and Confidentiality Policy, which is compliant with Australian Privacy Principles (APP) contained in the Privacy Act 1988 (Cth).

This document sets out our policies for managing your personal information and is referred to as our Privacy Policy.
In this Privacy Policy, "we" and "us" refers to STAR Community Services Ltd and "you" refers to any individual about whom we collect personal information.

ABOUT STAR COMMUNITY SERVICES
STAR supports the elderly and people with disability to live independently, engage with the wider community and achieve their goals.
We offer a wide range aged care and disability support services and transport services to ensure that the vulnerable members of our community can access affordable, convenient and reliable services.
SCOPE
This policy is applicable to all employees of STAR Community Services. A reference to “employees” includes permanent, contract and casual employees, directors, volunteers, students, contractors, and other representatives acting on behalf of STAR Community Services in any capacity.
PRINCIPLES
- Individuals have a right to expect that their personal information is handled in accordance with the Privacy Act 1988 (Cth).
- STAR is bound by the Privacy Act 1988 (Cth) and the APPs which regulate how organisations may collect, use, disclose and store personal information, and how individuals may access and correct personal information held by them
- STAR aims to create a workplace which is respectful, ethical and professional in all matters pertaining to confidential or private information held about an individual.
WHAT INFORMATION DOES STAR COMMUNITY SERVICES COLLECT ABOUT YOU?

Clients and prospective clients
When you enquire about our services or when you become a client of STAR Community Services, a record is made which includes your personal information.
The types of personal information that we collect will vary depending on the circumstances of collection and the kind of service that you request from us, but will typically include
- your name, e-mail, postal address;
- government related identifiers for example Medicare number, DVA Number, Services Australia number; and
- any additional personal information you provide to us, or authorise us to collect, as part of your interaction with STAR Community Services.
  The types of health information that we collect about you includes:
- your previous and current medical history (including, where clinically relevant, a family medical history) and details of treatment and health services you have received;
- your care plan;
- medications you take;
- information about other healthcare professionals and health service providers who are involved in your care;
- information about your healthcare preferences and wishes; and
- information about your attorney, guardian or other person responsible for your healthcare decisions.
  You can always decline to give STAR Community Services any personal information we request, but that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about personal information we have requested, please let us know.
  
  Prospective employees/applicants
  We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you.
  We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (for example, positions which require a National Police Certificate, a NDIS Worker Screening or a Working with Children Check).
  
  Other individuals
  STAR Community Services may collect personal information about other individuals who are not clients of STAR Community Services. This includes customers and members of the public who participate in events we are involved with; individual service providers and contractors to STAR Community Services; and other individuals who interact with STAR Community Services on a commercial basis. The kinds of personal information we collect will depend on the capacity in which you are dealing with STAR Community Services. Generally, it would include your name, contact details, and information regarding our interactions and transactions with you.
  
  If you are participating in an event we are managing or delivering, we may take images or audio-visual recordings which identify you.
  In limited circumstances, STAR Community Services may collect information from persons who are not our clients or prospective clients which is considered sensitive information. For example, if you are injured at an event promoted or delivered by STAR Community Services we may collect health information about you in an emergency or otherwise with your consent.
  We may collect personal information about children (for example, when children participate in events we are involved with). Where children do not have sufficient maturity and understanding to make decisions about their personal information, we will require their parents or guardians to make decisions on their behalf.
  We do use stock images that have been purchased from a third party.
  
  Visitors to our websites
  The way in which we handle the personal information of visitors to our websites is discussed in section 7 below.
HOW AND WHY DOES STAR COMMUNITY SERVICES COLLECT AND USE YOUR PERSONAL INFORMATION?
STAR Community Services collects personal information reasonably necessary to carry out our business, to assess and manage our clients' needs, and provide aged care and disability services. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you and/or third parties and managing client relationships.
The purposes for which STAR Community Services usually collects and uses personal information depends on the nature of your interaction with us, but may include:
• to develop deliver appropriate care plans or support plans;
• to make referrals to medical and health practitioners;
• to coordinate and collaborate with your other service providers;
• to monitor and assess the suitability of the services delivered under the care plan or support plan;
• to determine your eligibility to entitlements under the Aged Care Act 1997 (Cth) or other legislation relating to the services you may receive;
• to claim government subsidies for the care and services we deliver;
• for billing and invoicing purposes;
• responding to enquiries or complaints; or
• providing information to government departments and authorities as required by law.
• delivering services as contracted eg transport.
STAR Community Services generally collects personal information about you directly from you. We may collect and update your personal information over the phone, by email, over the internet or social media, by video, photos or in person.

We may also collect personal information about you from other sources, for example:
• Services Australia;
• National Disability Insurance Agency;
• QAS
• Qld Health
• Qld Government
• CTF
• Other organisations contracted to deliver serves eg Blue Care
• Department of Health and Aged Care;
• People who you have told us are your appointed or nominated representative.
STAR Community Services also collects and uses personal information for business development purposes and to innovate our delivery of products and services.
HOW DOES STAR COMMUNITY SERVICES INTERACT WITH YOU VIA THE INTERNET?
The Website Terms of Use are available on our Website at https://www.starcommunityservices.org.au/.
You may visit our website (https://www.starcommunityservices.org.au) without identifying yourself. If you identify yourself (for example, by providing your contact details in our enquiry form), any personal information you provide to STAR Community Services will be managed in accordance with this Privacy Policy.
STAR Community Services’ websites use cookies. A 'cookie' is a small file stored on your computer's browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information.
You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.
STAR Community Services’ websites may contain links to third-party websites. STAR Community Services is not responsible for the content or privacy practices of websites that are linked to our website.
CAN YOU DEAL WITH STAR COMMUNITY SERVICES ANONYMOUSLY?
STAR Community Services will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry).
Generally it is not practicable for STAR Community Services to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to utilise our services or participate in our events, programs or activities we manage or deliver.
HOW DOES STAR COMMUNITY SERVICES HOLD INFORMATION?
STAR Community Services stores information in paper-based files or other electronic record keeping methods in secure databases (including trusted third party storage providers based in Australia. Personal information may be collected in paper-based documents and converted to electronic form for use or storage (with the original paper-based documents either archived or securely destroyed). We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.
STAR Community Services maintains physical security over paper and electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security; for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.
Due to the nature of the services we provide, documents recording client’s personal information may be left in their home (such as their care plan or care records). We cannot ensure the security of personal information which is left in a client’s home. However, we will work with clients to minimise the opportunity for other individuals to access their personal information.
Our websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to read the Terms of Use and exercise care in sending personal information via the internet.
We take steps to destroy or de-identify information that we no longer require.
DOES STAR COMMUNITY SERVICES USE OR DISCLOSE YOUR PERSONAL INFORMATION FOR DIRECT MARKETING?
STAR Community Services may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.
If you opt-out of receiving marketing material from us, STAR Community Services may still contact you in relation to its ongoing relationship with you.
HOW DOES STAR COMMUNITY SERVICES USE AND DISCLOSE PERSONAL INFORMATION?

For clients
The purposes for which we may use and disclose your personal information will depend on the services we are providing you. For example, if you have engaged us to deliver a service, we may disclose information about you to service providers where this is relevant to our services. For NDIS clients opt in for audit is mandatory.

For participants in events
If you are a participant in an event, we may disclose your personal information to our service providers and venues where this is reasonably necessary for, and relevant to, the delivery of the event. We may use images or audio-visual recordings which identify you for promotional purposes where you would reasonably expect this to occur.

Disclosure to contractors and other service providers
STAR Community Services may disclose information to third parties we engage in order to provide our care and services, including contractors and service providers. We may also use contractors and other service providers for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance/development, printing, archiving, mail-outs, and market research.
Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Use and disclosure for administration and management
STAR Community Services will also use and disclose personal information for a range of administrative, management and operational purposes. This includes:
• administering billing and payments and debt recovery;
• planning, managing, monitoring and evaluating our services;
• quality improvement activities;
• statistical analysis and reporting;
• training staff, contractors and other workers;
• risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);
• responding to inquiries and complaints regarding our services;
• obtaining advice from consultants and other professional advisers; or
• responding to subpoenas and other legal orders and obligations

Other uses and disclosures
We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.
DOES STAR COMMUNITY SERVICES DISCLOSE YOUR PERSONAL INFORMATION OVERSEAS?
STAR Community Services is an Australian organisation and works with clients, service providers, sponsors and commercial interests across Australia, but our focus is mainly in Queensland.
Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.
HOW CAN YOU ACCESS OR SEEK CORRECTION OF YOUR PERSONAL INFORMATION?
You are entitled to access your personal information held by STAR Community Services on request. To request access to your personal information please contact our Privacy Officer using the contact details set out below.
You will not be charged for making a request to access your personal information but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.
We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.
WHAT SHOULD YOU DO IF YOU HAVE A COMPLAINT ABOUT THE HANDLING OF YOUR PERSONAL INFORMATION?
You may contact STAR Community Services at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.
You may raise any concerns you have or make a complaint about our management of your personal information to the Privacy Officer at the contact details set out below.
The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within 5 business days.
If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.
In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.
If you are not satisfied with our response to your complaint, or you consider that STAR Community Services may have breached the Australian Privacy Principles or the Privacy Act 1988 (Cth) a complaint may be made to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au.
HOW CHANGES ARE MADE TO THIS PRIVACY POLICY?
STAR Community Services may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.
HOW CAN YOU CONTACT STAR COMMUNITY SERVICES?
The contact details for STAR Community Services are:
STAR Community Services Quality Assurance Officer
Shop 15, 152 Shore Street West, Cleveland 4163
info@starcommunityservices.org.au
07 3821 6699
LEGISLATION AND REGULATIONS
This Policy relates to
• Aged Care Act (Cth)
• Disability Services Act 2006 (Qld)
• Disability Services Regulation 2017 (Qld)
• Australian Human Rights Commission Act 1986 (Cth)
• National Disability Insurance Scheme Act 2013 (Cth)
• Privacy Act 1988 (Cth)
• Australian Privacy Principles and Privacy Amendment (Enhancing Privacy Protection) Act 2012
• Human Rights Act 2019 (Qld)
• United Nations Convention on the Rights of Persons with Disabilities
• United Nations Declaration on the Rights of Older Persons
• Fair Trade Queensland – Charities and Fundraising (Qld)
RELATED STANDARDS
Aged Care Quality Standards
NDIS Quality and Safeguarding Framework
STAR RELATED POLICY AND PROCEDURES
PROCEDURE – Privacy and Confidentiality

Advocacy Services

Clients may seek assistance from the below-listed advocacy groups and organisations.