Privacy Policy
Introduction
Hope Support values and respects your privacy. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit or interact with our website.
We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant child protection and confidentiality obligations under Queensland law. Our approach also reflects our internal policies on Privacy, Dignity & Confidentiality.
What Personal Information We Collect
When you use our website, we may collect:
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Identity and contact details: your name, email address, phone number.
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Online activity: IP address, browser type, device identifiers, site usage analytics.
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Service-related information: enquiries, referrals, or feedback submitted through online forms.
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Sensitive information: only with your explicit consent and when relevant (e.g. health, cultural background, disability information when provided in service enquiries).
How We Collect Information
We collect personal information directly from you when you:
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Submit an enquiry or feedback form
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Subscribe to updates or newsletters
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Apply for services or employment
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Interact with our website (cookies, analytics)
We may also collect information indirectly from secure third-party service providers (e.g. payment processors, analytics tools).
Why We Collect and Use Your Information
We use personal information to:
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Provide, manage and improve our services
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Respond to enquiries and feedback
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Verify your identity when needed
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Maintain safety and wellbeing of children and young people we support
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Comply with legal and regulatory obligations
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Undertake website analytics and performance monitoring
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Provide newsletters, updates or marketing (with your consent)
Disclosure of Information
We will not sell or rent your personal information. We may disclose it:
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To authorised Hope Support staff, contractors or volunteers bound by confidentiality agreements
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To third-party service providers (e.g. IT support, cloud storage, payment processors)
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To government agencies (e.g. Department of Child Safety, where legally required)
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As required by law, regulation, or court order
If personal information is disclosed overseas, we will take reasonable steps to ensure compliance with APP 8 – Cross-border disclosure of personal information.
Privacy of Children, Families and Individuals we support
Consistent with our Privacy Policy, we uphold the privacy and dignity of children, families and individuals we support. Any information collected about children, families, or individuals will only be used in line with consent provided by parents, guardians, statutory authorities, or individuals.
Cookies and Website Analytics
We use cookies and tracking technologies to:
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Support essential website functions
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Analyse traffic and usage patterns
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Improve site performance
You can manage or disable cookies via your browser settings, but some website functions may be affected.
Security and Storage
We take reasonable steps to secure personal information against misuse, interference, loss, unauthorised access, modification or disclosure. This includes:
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Password-protected systems
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Secure servers and encryption where appropriate
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Access controls limiting data use to authorised staff only
We also follow internal rules on limits of discussion and confidentiality.
Access and Correction
You have the right to request access to, or correction of, the personal information we hold about you. Requests should be made in writing (see contact details below). We will respond within a reasonable timeframe in line with the Privacy Act.
Data Breaches
If your personal information is involved in a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches Scheme.
Complaints
If you believe we have breached your privacy rights:
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We will investigate and respond within a reasonable timeframe.
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If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Updates to This Policy
This policy may be updated from time to time. Significant changes will be published on this page and, where appropriate, notified to users.