Copyright © 2021 Pregnancy Help Sydney

PRIVACY AND COMPLAINTS POLICY 

This website is owned and operated by Pregnancy Help Sydney and will be referred to as “we”, “our” and “us” in this Internet Privacy and Complaints Policy.  

Privacy 

By using this site, you agree to the Internet Privacy and Complaints Policy of this website (“the  website”), which is set out on this website page. The Policy relates to the collection and use of  personal information you may supply to us through your conduct on the website. 

We reserve the right, at our discretion, to modify or remove portions of this Policy at any time. We do not make any representations about third party websites that may be linked to the website. We recognise the importance of protecting the privacy of information collected about visitors to our  website, in particular information that is capable of identifying an individual (“personal information”).  This Policy governs the manner in which your personal information, obtained through the website, will be dealt with. This Policy should be reviewed periodically so that you are updated on any changes.  We welcome your comments and feedback. 

Personal Information 

Personal information about visitors to our site is collected only when knowingly and voluntarily submitted. It is our intention that this policy will protect your personal information from being dealt with in any way that is inconsistent with applicable privacy laws in Australia. 

Use of Information 

Personal information that visitors submit to our site is used only for the purpose for which it is submitted or for such other secondary purposes that are related to the primary purpose, unless we disclose other uses in this Internet Privacy Policy or at the time of collection. Copies of correspondence sent from the website, that may contain personal information, are stored as archives for record-keeping and back-up purposes only. 

Disclosure 

Apart from where you have consented or disclosure is necessary to achieve the purpose for which it was submitted, personal information may be disclosed in special situations where we have reason to  believe that doing so is necessary to identify, contact or bring legal action against anyone damaging, injuring, or interfering (intentionally or unintentionally) with our rights or property, users, or anyone else who could be harmed by such activities. Also, we may disclose personal information when we believe in good faith that the law requires disclosure. 

Security 

We strive to ensure the security, integrity and privacy of personal information submitted to our sites, and we review and update our security measures in light of current technologies.  Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure.  However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems. In addition, contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held  responsible for events arising from unauthorised access to your personal information. 

Collecting Information from Users 

IP Addresses: Our web servers gather your IP address to assist with the diagnosis of problems or support issues with our services. Again, information is gathered in aggregate only and cannot  be traced to an individual user.

Cookies and Applets: We use cookies to provide you with a better experience. These cookies allow us to increase your security by storing your session ID and are a way of monitoring single user access.

This aggregate, non-personal information, is collated and provided to us to assist in analysing the usage of the site. 

Access to Information 

We will endeavour to take all reasonable steps to keep secure any information which we hold  about you, and to keep this information accurate and up to date. If, at any time, you discover that information held about you is incorrect, you may contact us to have the information corrected. In addition, our contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. 

Links to other sites 

We provide links to websites outside of our websites, as well as to third party websites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of companies linked to our website. Before disclosing your personal information on any other website, we advise you to examine the terms and conditions of using that website and its privacy statement. 

Problems or questions 

If we become aware of any ongoing concerns or problems with our websites, we will take these issues seriously and work to address these concerns. If you have any further queries relating to this Policy, or you have a problem or complaint, please contact us at: support@pregnancyhelpsydney.com

For more information about privacy issues in Australia and protecting your privacy, visit  the Australian Federal Privacy Commissioner’s website.

Complaint Management Process 

There are four major stages in the Pregnancy Help Sydney (PHS)  Complaint Management Process: 

  • Making/Receiving the complaint 

  • Assess the complaint 

  • Investigate the complaint 

  • Resolve the complaint 

Making/Receiving the complaint 

Complaints may be made via the telephone, or in writing (letter, website and/or email).

If a caller makes a verbal complaint, the Telephone Support Worker will attempt to resolve the complaint. 

If the verbal complaint cannot be resolved, it will be escalated to the PHS Management Committee (PHSMC). The PHSMC will commence the complaint process as below.

If a complaint is made in writing, including email, it must be notified to the PHSMC by the person who received the complaint. The complaint letter is to be sent to the PHSMC who will commence the complaint process as below. 

All complaints notified must be acknowledged in writing or verbally, within five calendar days of receipt. 

Assess and investigate the complaint 

All complaints will be assessed and actions developed to resolve the compliant. 

The PHSMC will nominate an Action Officer to respond to the complaint.

The Action Officer will  investigate the complaint, identifying the issues for resolution and relevant person/s involved in the complaint.  

The Action Officer will provide the PHSMC with a summary of the compliant and suggested actions to resolve the complaint for approval. 

Resolve the Complaint 

The Action Officer must prepare a response to the complaint within 10 calendar days, unless the deadline requires a more urgent response. The Action Officer will submit the written response to the PHSMC for review and approval.