Updated February 2024
Protection of information privacy, particularly sensitive and health information, is important to the Griefline organisation. Our privacy notices support and endorse the privacy principles contained in the Information Privacy Act 2000 and the Health Records Act 2001.
As stated in the Act:
“Personal information” is information or opinion, whether true or not, about a person whose identity can reasonably be established from the information or opinion.
“Sensitive information” is personal information that may be used as a basis for discrimination, such as ethnicity, religious beliefs, sexual preference or criminal record.
“Health information” is the information about a person’s health, medical conditions or disabilities.
Griefline will only collect, use and store information that is necessary to provide our members with the services that they require and to maintain the quality of our services. Relevant health information may be collected with the client’s consent.
Griefline only uses information for the purpose for which it was collected and then responsibly destroys information that is no longer required to provide the services or by law.
Griefline will store all personal, sensitive and health information securely using a cloud-based storage solution that is password protected, as detailed in our Client Information Statement.
Mandatory use of personal information
Griefline is committed to ensuring information privacy. However, there are some occasions when we are required by law to disclose information held about an individual. In most circumstances the individual will be informed if we need to do this.
Use of information
Location-based data, age-group and other generic information collected by Griefline is used to;
- better understand the experience of service users, including visitors to Griefline’s website;
- to improve service delivery;
- for the marketing and research purposes of Griefline, its benefactors or service providers;
- for internal administrative purposes;
- for research, advice and information, including bench-marking purposes;
- for duty of care and safety purposes
If you provide personal information to Griefline when subscribing to the Griefline forums, it will be used for the purpose of enabling Griefline forums access to you. The primary reason we collect this information is for potential disclosure to emergency services or mental health crisis assessment teams when it is necessary to lessen or prevent a serious or imminent threat to an individual’s life, health or safety or a serious threat to public health or safety. When accessing our helpline, request a callback, G’day Line, Policeline, Support Groups and Integrating Grief services, your telephone number and other identifying information may be made accessible to our telephone carriage portal. The primary reason we collect this information is for potential disclosure to emergency services or mental health crisis assessment teams when it is necessary to lessen or prevent a serious or imminent threat to an individual’s life, health, or safety or a serious threat to public health or safety. In these rare instances, your phone number and any other information requested by our team will be supplied to response teams such that they might identify and locate you.
Because of this duty of care, our services are only open to Australian-based members. If you live outside Australia, you can access the website and read forum posts, but will not be able to respond.
The personal information collected by Griefline may also be used
- to allow you to obtain access to the interactive elements of our website (including the Shop, research and online learning);
- to provide you with the information or resources you have requested;
- to show your name and the amount of any donation or sponsorship you may make on our website (unless you choose a private or anonymous donation);
- to assess any application from you to work or volunteer with us;
- if you lodge a complaint or query with us, to process and respond to your complaint or query; and
- improvement of the services supplied by Griefline and the Griefline website or related resources
Disclosure of information
Personal information held by Griefline is not disclosed, sold or otherwise supplied to any third party, including any third party situated overseas, unless that disclosure is to provide the services offered by Griefline or the Griefline website, or that disclosure is to one of our charity or other partners in connection with the forums or any other online forums Griefline operates.
Griefline may also disclose your personal information to any person if we are authourised or required to do so by law (for example, in an emergency medical situation or subpoena).
Research information
By disclosing personal information or other data to Griefline, for example by completing surveys or posting on forums, you acknowledge that the data you submit may be used by Griefline for research and evaluation purposes. Any information collected in this way will be de-identified before analysis, and any identifying data will be destroyed or permanently deleted.
Changes to this policy
Griefline may amend this Policy at any time by posting the updated terms on the Griefline website. You can obtain a copy of the current Policy by contacting the Griefline Service Support team using the contact details set out below. The amended terms take effect when you access the Griefline website or after 30 days, whichever is sooner.
Enquiries and complaints
Any enquiries or complaints about how Griefline collects, holds, uses or discloses personal information, or any breach of any principles under the Privacy Act 1988 (Cth), should be directed to the Griefline Service Support team using the contact details set out below. Griefline takes all complaints seriously. Upon receiving a complaint, Griefline will promptly carry out an investigation and will work with the individual concerned to resolve the issue. If you are not satisfied with Griefline’s handling of your complaint, you can lodge a complaint with the Office of the Australian Information Commissioner.
Email: [email protected]