Royal Guide Dogs Tasmania is committed to upholding the right to privacy of all individuals who have dealings with it, and as such, we are bound by the National Privacy Principles contained in the Privacy Act 1988 (Commonwealth).
At Royal Guide Dogs Tasmania we believe that an individual's right to keep their personal information private is highly important. We are committed to protecting and maintaining the privacy, accuracy and security of your personal and financial information.
That's why we make this promise to you.
We will only collect information relevant and necessary to our relationship with you. The information we collect will include contact details, personal details, relevant medical information if that is pertinent to the services we provide to you, and information about your use of our services.
We will endeavour to collect this information directly from you or, if we use other sources, we will tell you who they are. We will not collect any sensitive information, such as information relating to your health, unless this is necessary to provide you with a specific product or service. We do not keep personal information we do not need. When you speak to us about your personal affairs, we will minimise the opportunity for other people to overhear our discussion.
If we collect sensitive information (as defined under the Act), we will tell you and treat it with the utmost security and confidentiality. We will ensure that it is not collected for any purposes, other than those for which we have obtained your consent consent, unless the law requires otherwise, or other exceptional c ircumstances prevail as described under the Act.
We protect the personal information we hold about you from misuse and loss, and from being seen, altered or disclosed by people who are not authorised by us. Guide Dogs Tasmania has procedures in place to limit access to your personal information to those employees with a business reason for knowing such information.
Our employees are educated about the importance of confidentiality and customer privacy. We promise we will take disciplinary measures to enforce our confidentiality and privacy policies.
We will limit the use of your personal information to:
We may use your personal data to offer you information on our organisation that we believe will be of interest to you. However, you can notify us at any time if you do not wish to receive these updates. We will act promptly on any such request which can be made by emailing our Privacy Officer on firstname.lastname@example.org, calling us on 03 6232 1222.
We will not share, sell or trade your personal information to any other organization. We do occasionally allow your information to be provided to other blindness agencies who perform contractual functions for us, but only with your explicit written consent.
We bind these organisations to the same standard of care as we do ourselves, so that they cannot provide this information to anyone else. We enforce this requirement through contractual agreements.
We will use up-to-date electronic techniques and processes that meet current industry standards to ensure that your personal information is kept secure and confidential. Only employees of Guide Dogs Tasmania and those who perform services on our behalf, and are authorised by you to handle your information, will have access to your personal data.
We will not retain any of your information for any longer than it is required by us, except to fulfil our legal obligations. As a guide, the law generally requires us to retain account information for seven years after an account is closed, however we may retain some information for shorter or longer periods than this, depending upon any specific legal requirements and the needs of our organisation. We will, with your help, keep your personal information accurate, complete and up to date.
Guide Dogs Tasmania maintains appropriate security standards and procedures to help prevent access to your confidential information by anyone not authorised to access such information. Examples of these security procedures include the use of computer passwords; firewalls; network security; locked fireproof file cabinets; restricted access to hard copy records; removal of information from computers when they are displaced from service; shredding of unnecessary documents; and more.
If you ask us, we will tell you what information we hold about you, unless there are important public interest reasons not to, which are detailed in the Freedom of Information Act 1991 or other relevant information.
This may happen if:
You can access most of the personal information we hold about you and request corrections. This right is subject to some exceptions, for example, you may not obtain access to information relating to existing or anticipated legal proceedings. You can request access to your information by visiting any of our locations or contacting us on 03 6232 1222.
This service is free unless the information you request requires significant research or preparation time. Before we act upon requests of this nature, we will tell you how much this service will cost.
We will take all reasonable steps to ensure that the data we collect, use or disclose is accurate, complete and up to date, and has been obtained directly from individuals or other reputable sources.
Guide Dogs Tasmania is committed to the protection of your privacy, and our policies, processes and systems have been developed with this intent. However, sometimes human errors do occur.
If you think we have not lived up to our commitment, we invite you to email us or phone us on 03 6232 1222, or visit any of our locations.
Our objective is to respond to any complaint within our service standard of five working days. Where we have done the wrong thing we will personally apologise and take all reasonable action to ensure that it does not happen again.
Guide Dogs Tasmania is bound by the National Privacy Principles for the handling of personal information. (To find out about the National Privacy Principles, contact the Office of the Federal Privacy Commissioner.)
Privacy-related inquiries or concerns can be directed to:
Royal Guide Dogs Tasmania
PO Box 82
North Hobart TAS 7002
Phone 03 6232 1222
Fax 03 6232 1222
A general privacy statement covering our data handling practices will also be available on our internet site. This policy will be reviewed from time to time and any amendments will be incorporated in the updated policy.
Anybody who has contact with us is considered to be a customer, and includes -
As well, RGD sees its own staff as internal customers, drawing upon services from within our own expertise.
We will provide prompt, friendly and efficient service.
We will answer your queries courteously and provide accurate and helpful information.
We will be accessible for enquiries and discussions.
We will endeavour to greet you immediately you enter our premises, and to attend to your request in a pleasant and courteous manner.
We will identify ourselves by name when answering your call.
We will connect you to someone who can assist you, if the person you ask for is not available.
We will respond to all messages within four hours.
We will not leave a message over night without an agreed action plan.
You do not need a referral from a professional source - you can refer yourself simply by phoning or coming in. You will be contacted by our Program Manager within two days to arrange an initial appointment either in your home or at your workplace. Your needs will be attended to by our professionally trained staff. You will be treated with courtesy, dignity and confidentiality.
We will respond to all correspondence within five days. If a full response is not possible within five days, then we will acknowledge your communication and include a timeframe for a full response. We will acknowledge all donations within two days. We will endeavour to communicate with you in your preferred format.
We will ensure that if we cannot satisfy your enquiry, we will refer you to someone who can.
Our Hobart Office is open to the public from 9:00am until 5:00pm week days; and the Launceston Office is open to the public between 10:00am and 12:00pm as well as between 2:00pm and 4:00pm week days.
Our aim is never to give you cause for complaint, but if you do we will treat your comments seriously.
We are continuously reviewing and improving our services, so please let us know if you find our service satisfactory - or if our service standards fail to meet your requirements. We will respond quickly and in a positive manner to any comments.
Guide Dogs Tasmania supports the Principles and Objectives of The Disability Services Act 1986, and services delivered under the umbrella of Guide Dogs Tasmania are designed to meet those Principles and Objectives.