Information Privacy - Clients' Rights

Community Connections is serious about privacy and strictly adheres to all government legislation, as well as our own agency policies to protect client information, including the:

•Information Privacy Act 2000 (Vic)

•Health Records Act 2001 (Vic)

What sort of information does Community Connections collect?

In the process of assisting a person with their issue, we necessarily collect and record client information in a client file. It includes each client's name, address, contact details and information about their issue. We also collect statistical demographic information for every client contact with us and for any contact we have with a third party on the client's behalf. This assists our caseworkers in the provision of a prompt efficient service and is also a requirement for some of our funding bodies. Importantly, this information does not carry any identifying features and cannot be linked to any of our clients.

Beyond these general details, the information we collect from a client will vary significantly depending on the types of services they are accessing. For example, someone accessing financial services are likely to provide us with financial details and someone accessing respite care for a disabled child is required to provide medical information. Our staff only collect as much information from clients as is necessary, and always adhere strictly to the required legislation and internal privacy and security policies relating to collection and storage.

Is client information confidential?

All staff members are bound by law to treat client information confidentially. Our staff only disclose information provided by clients with people who are directly involved in their case. If consultation is required with a caseworker from our own agency or from another service provider, our staff will always ask for permission. The only exceptions are where we are required by law to disclose information.

What happens to client information after the client has stopped accessing our services?

While still working with a client, we store their file securely on premises. Once a case is closed, it is archived for:

•seven years for adults

•indefinitely for children

After this time, the file is then securely destroyed. All clients are asked during their first interview to sign a document which allows us to destroy their file. When the case is closed, all clients can request a copy of their file.

Can clients see their file?

Clients can ask to see their file at any time and to receive a copy on completion of their case. However, government legislation limits our capacity to release certain information in particular circumstances. Access to a client's file will be restricted when access may:

•unreasonably affect the privacy of other individuals

•pose a serious threat to the life or health of any person

•expose information given in confidence by a third party

•be unlawful according to other legislation

•prejudice a law enforcement function

Clients also have the right to correct any information in their files that they believe is incorrect, incomplete, out-of-date or misleading. We will not remove information from a client's file, but clients can ask to have a correcting statement added.

How can clients complain about a breach of their privacy?

A client always has the right to make a complaint, particularly in relation to:

•the way in which their file information is being handled

•any privacy and confidentiality issues

•being unreasonably denied access to your file

Initial compliants are handled by Community Connections.

Should the matter remain unresolved, you may take it to:

•the Victorian Privacy Commissioner

•the Health Services Commissioner