Policy Statement

Alternate Care has a commitment to safeguard the confidentiality of any personal or health information collected with respect to service users, staff, Providers who deliver services to Alternate Care and approved Foster or Kinship Carers for Alternate Care. Alternate Care has developed Procedures that protect privacy with regard to the collection, storage and disclosure of personal information and the rights of individuals to control how their personal information is collected and used.


Alternate Care is bound by the Information Privacy Act 2009 and the Australian Privacy Principles (APPs). The Principles set out minimum standards in relation to the collection, use, storage and disclosure of all personal information that is collected. Alternate Care will take all reasonable steps to protect the privacy of the personal information that it collects or uses or discloses and will ensure that children/young people’s records will not be transferred or stored overseas, including storing on overseas servers or cloud storage overseas. The COO, after consultation with the CEO and Managing Director, will notify the Department of Children, Youth Justice and Multicultural Affairs (CYJMA) immediately if Alternate Care knows or suspects that confidential information has been disclosed without CYJMA’s authorisation

Policy Contents
26.1 Privacy Act Definitions
26.2Collecting Personal and Health Information

Personal and health information about individuals is collected by Alternate Care as part of service delivery. Specifically, such information may be collected and stored about:

Alternate Care will maintain the following approach to the collection of personal or health information:

The following will be met in the collection of personal or health information:

26.3Use and Disclosure of Health Information

Alternate Care will apply the following:

This will include the following:

26.4Data Quality

Alternate Care will take all reasonable steps to ensure that the personal or health information collected, used or disclosed is accurate, complete and up-to-date.

26.5Data Security

Alternate Care will take all reasonable steps to protect the personal information held from misuse and loss, as well as from unauthorised access, modification or disclosure and destroy or permanently de-identify information that is no longer needed.

Alternate Care undertakes the following steps to safeguard data:


Alternate Care will take reasonable steps to advise individuals what sort of personal information is held, for what purposes and how the information is collected, used and disclosed.

26.7Access and Correction

Alternate Care will ensure the following:

There are a number of ways Alternate Care may give access to personal information, these include:

When processing a Request to Access Details form, the identity of the person making the request must be verified by Alternate Care.

Alternate Care reserves the right to recover any costs associated with a Request to Access information. Such costs may include:

Access to information may be withheld in the following situations:

Where access to information is denied, the individual will be advised in writing of the reasons.

Alternate Care will take all reasonable steps to amend personal information that is not up-to-date, accurate or complete.  Amendments will be made in the form of an addition to the record rather than permanently erasing incorrect details.

26.8Complaint Resolution

Where an individual has a complaint with regard to Alternate Care's handling of personal or health information, this complaint should be forwarded in writing to the COO by email to email/info)(alternatecare.com.au or by mail to PO Box 4654 Cairns, QLD 4870. In consultation with the CEO or Managing Director, the COO, or their delegate shall investigate the basis of any complaint with reference to the Australian Privacy Principles and Alternate Care Policies and Procedures. The COO, or their delegate, once approved by the CEO or Managing Director, shall respond to the individual within ten days regarding the outcome of the investigation and any actions being taken as a result. The COO will ensure the complaint is recorded and filed on the Complaints Register.

For more information about privacy in general, you can visit the Office of the Australian Information Commissioner website at www.oaic.gov.au