At Hawkesbury Living your privacy is important to us and we take great care to protect your personal information.  We are bound by the Australian Privacy Principles (APP) under the Privacy Amendment (Enhancing Privacy Protection) Act 2012 and the Health Privacy Principles under the Health Records and Information Privacy Act 2002.  The policy outlines the information we collect and how it is used.  We may modify this Privacy Policy from time to time.  Therefore, you should periodically visit this policy to be sure that you have read our most current Privacy Policy


Privacy Policy:

Purpose and Objectives

Hawkesbury Living provides a wide range of services to our residents and we need to collect our resident’s personal information to ensure a holistic approach to care and the services we offer. Hawkesbury Living recognises and respects the inherent right to privacy of people, their families and the personal information they provide. Hawkesbury Living will collect, control, secure, store, use and disclose personal information obtained in compliance with the Privacy Act 1988 as amended and other legislation as applicable.

Collection of Personal Information

Hawkesbury Living will only collect personal information to provide residents with services or as required for organisational activities. Any personal information collected must be necessary to Hawkesbury Living’s particular (Primary) purpose.

If Hawkesbury Living obtains personal information that is not required, that information will be destroyed; if lawful to do so.

Personal information will be stored in appropriate and secure locations to reflect the sensitive nature of the information. Personal information containing contact details of residents or staff and their personal history will be stored in secure locations; where only authorised persons can access. However, less sensitive information will be stored within a secure electronic environment or in clearly labelled archive boxes, in specific filing rooms or archival areas in buildings. Personal information will not be left uncontrolled on desks or around offices where accidental access could occur. Staff also consider the position of computer screens in relation to information privacy within the office environment.

Our residents have the right to not identify themselves or use a pseudonym when requesting services from Hawkesbury Living. However this will not apply if it is impracticable for Hawkesbury Living to provide services to the individual.

The information typically collected by Hawkesbury Living includes:

·         Name

·         Address

·         Telephone number

·         Email addresses

·         Personal details relating to items such as gender, marital status, Date of Birth etc.

·         Details of Next of Kin, family members and Power of Attorney's 

·         Medical records and histories

·         Financial records

·         Government related identifiers such as Medicare, Centrelink and Veteran Affairs

Hawkesbury Living will only collect personal information from that person with their prior knowledge and consent and for the Primary purpose for which it was collected.

Use of Personal Information

Hawkesbury Living will only use methods that are lawful and fair to collect personal information. Where reasonable and practicable to do so, personal information will be collected from the individual directly. 

Personal information will only be used by Hawkesbury Living for the particular (Primary) reasons it was collected. In the majority of situations, Hawkesbury Living will collect personal information to provide suitable services. Hawkesbury Living will not share personal information with other internal programs without our client’s prior approval.

Hawkesbury Living does not use personal information for any marketing or promotional activities without that person’s approval.

Purpose of Collecting, Using & Disclosing Personal Information

Hawkesbury Living will collect, use or disclose personal information, for the particular (Primary) purpose it was collected. Hawkesbury Living will not disclose personal information, unless required by law; such as when Hawkesbury Living is subpoenaed.

Residents Accessing & Correcting Personal Information

If Hawkesbury Living holds any personal information, access will be granted to the individual to review or correct their information upon presentation of appropriate identification, unless access is denied under law. The individual must make a request to Hawkesbury Living to access their personal information. Hawkesbury Living will provide access within a reasonable time of receiving the request, and not charge the individual for making the request or supplying their personal information.

Hawkesbury Living may seek to update existing information from residents to ensure details are current and valid. Therefore Hawkesbury Living will provide access for our clients to correct their personal information.

If an individual is denied access, it will be for the following reasons:

·         Providing access would pose a serious or imminent threat to the life or health of any individual;

·         The privacy of others would be unreasonably affected;

·         The request is frivolous or vexatious;

·         The Personal Information relates to existing or anticipated legal proceedings with the individual;

·         Providing access would prejudice negotiations between Hawkesbury Living and the individual;

·         Providing access would be unlawful; or

Reporting Requirements

Hawkesbury Living receives funding from various government sources and some of the obligations of that funding require Hawkesbury Living to provide reports to government agencies. In the majority of instances, those reports contain de-identified personal information but in some instances such as our residential aged care facilities, full details are utilised and the transfer of that type of information is exempted within the APP’s.

Security of Personal Information

Hawkesbury Living will secure personal information and protect it from unlawful access, dissemination, misuse or transmission. Personal information kept in electronic or hard copy will be given comparable levels of security.

Destruction of Personal Information

Hawkesbury Living will retain personal information for various lengths of time dependent upon legislation and data retention requirements.

If a client seeks to have their personal information held by Hawkesbury Living destroyed, that request must be made in writing. That request will be complied with subject to our legislative and lawful requirements.

Breaching Australian Privacy Principles - Client’s complaint about Breach

If a resident feels that Hawkesbury Living has breached the Australian Privacy Principles; they should put their concern in writing and forward to Hawkesbury Living’s Compliance Department, as per the requirements of Section 40 (1A) of the Privacy Act 1988. Hawkesbury Living will review the letter and forward a reply to the client within 30 days of receipt of initial letter. Complaints will be dealt with according to Hawkesbury Living’s Complaint Policy.


Hawkesbury Living gathers and retains personal information from our generous donors and that information is managed in compliance with our Privacy Policy and the Payment Card Industry Security Data Standard.

Where donations are made over the phone or via mail, a copy of those donations is retained for tax and audit purposes in a secure location. Please feel free to contact us if you have any queries or feedback regarding our donations process.

Contact details

Hawkesbury Living Compliance
PO Box 217



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