Information Privacy Collection Notice

Anglicare Southern Queensland has been walking alongside Queenslanders, offering care, support, and dignity to those who need it most. Our mission is to make a lasting impact by fostering hope, independence, and inclusion by providing a range of support services, including:

• Aged care
• Kinship and Foster care
• Family support
• Homelessness service
• Youth support
• Counselling.

Providing these services requires the collection of your personal, sensitive and health information.

Personal information

Personal information is information, or an opinion, about an identified individual, or an individual who is reasonably identifiable:

(a) whether the information or opinion is true or not
(b) whether the information or opinion is recorded in a material form or not.

There are two additional categories of personal information covered by privacy laws:

• Sensitive Information
• Health information (also being sensitive information).

Sensitive Information

Personal information also includes sensitive information which is information or an opinion about an individual’s:

• health information
• racial or ethnic origin
• political opinions, religious beliefs or affiliations
• philosophical beliefs
• membership of a political, professional or trade association or union
• sexual orientation or practices
• criminal record
• genetic or biometric information.

Health information

Health information (also being sensitive information) means information or an opinion about the health (including an illness, disability or injury) of an individual, or an individual’s expressed wishes about the future provision of health services to that person, or the health service provided or to be provided to that person. It also includes other personal information collected to provide, or in providing, a health service to that person.

For the purposes of this Information Privacy Collection Notice the three categories of information will be collectively referred to as personal information.

Lawful collection, use and disclosure

The collection, use and disclosure of your personal information is authorised by:

• Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
• Where applicable, Queensland Government funded programs required compliance Information Privacy Act 2009 (Qld) and the Queensland Privacy Principles (QPPs).
• Collection, use and disclosure is required or authorised under other Australian laws (a list is maintained in our online privacy policy).
• Where express consent is provided.
• Any reasonable secondary purpose as provided in the APPs and QPPs (such as an emergency or law enforcement etc.)
• Compelled by a court, tribunal, law enforcement or statutory authority (for example the Aged Care Services and Quality Commissioner).

What Information We Collect

We may collect:

• Identifying details (name, date of birth, address, contact details)
• Health and medical information relevant to your care needs
• Cultural, linguistic and social background
• Financial hardship or fee concession status
• Emergency contact details
• Service usage and feedback

How We Collect Your Information

Information is collected:

• Directly from you via form interviews and interactions
• From authorised representatives (e.g. guardian, carer, government agencies)
• With your consent or as provided by law, from service providers or medical practitioners

If you do not provide the requested information:

• We may not be able to confirm your eligibility for Anglicare services and publicly funded services
• We may be unable to tailor or provide essential services
• We cannot advocate for you to other support, medical and government agencies
• You may miss out on certain support routinely provided to other clients.

How we use your personal information

Generally, we use your personal information to:

• Assess your eligibility for community care programs
• Develop and deliver a personalised care plan
• Coordinate services with approved health and social care providers
• Monitor service quality and report to funding bodies, including the Australian and Queensland Governments.
• Facilitate and deliver services and other functions associated with Anglicare.

Providing this information is voluntary but without it we may be unable to plan or deliver services that meet your needs. For example:

Routine discloses and sharing your personal information

We may share your information with:

• Internal staff involved in your client service delivery and administration (including contracted service providers)
• Approved external health professionals and allied service providers
• Government and funding agencies for compliance and reporting
• Regulatory bodies such as the Aged Care Quality and Safety Commission
• Auditors and evaluators engaged by our organisation for business improvement.
• Anglican Parishes

Support at Home services – Community Handbook for Aged Care Clients

For Aged Care clients, this Information Privacy Collection Notice supplements page 14 ‘Your Privacy’ information provided in the Community Client Handbook.

AlayaCare – Client Management System (CMS) for Aged Care Clients

Anglicare’s client management system (CMS) for Aged Care clients is called AlayaCare which is a cloud-based software platform with servers based in Australia. AlayaCare is a Canadian based platform with a registered Australian subsidiary and is contractually bound to the Privacy Act 1988 (Cth) and the APPs.

AlayaCare is designed to support home, community, and residential care providers in delivering better health outcomes. The full functionality of AlayaCare include:

• Family Portal Enable client & family engagement
• Secure Messaging Communicate easily across devices
• Marketplace Address home care staffing needs
• Training resources from our experts
• Visit Optimiser Balance workforce efficiency
• Medication Database Ensure data consistency
• AlayaCare Apps customised for Anglicare clients convenient service delivery arrangements and changes.
• Client Intelligence Suite Gain a 360° view of patients for wholistic health management.
• Client Messaging that your clients connected with Anglicare’s staff.
• Layla, and AI Assistant built for home care

Initially, all these functions may not be available to you as an aged care client. Although Anglicare is working toward adopting the full functionality of AlayaCare over a staged period that commenced on 1 July 2025.

Sandgate Home Assist Secure and St Andrew’s Care (Anglican Parishes)

These are not-for-profit community organisation providing home maintenance and modifications to older Australians. These services include maintenance work such as plumbing, electrical, appliance repairs, smoke alarms, yard and garden work etc., and home modification such as ramps, handrails, grabrails, non-slip treatments and lever taps.

For eligible clients that receive services from Sandgate Home Assist Secure and/or St Andrews Care, Anglicare shares client management information by providing access to our CMS for the purpose of service delivery only.

Sandgate Home Assist Secure and St Andrew’s Care are separate entities and are subject to their own privacy policies.

My Health Record – My Health Record Act 2012 (Cth)

My health record is the national electronic health records system under the My Health Record Act 2012 (Cth).

Anglicare may use the My Health Record scheme for client case management and organising client services and staff must comply with the legislation.

It is the client’s choice whether to opt out of My Health Record by directly contacting the national electronic health records system at www.digitalhealth.gov.au.

Shared healthcare identifiers – Health Care Identifiers Act 2010 (Cth)

The purpose of the healthcare identifier legislation is to enable healthcare providers link patients to accurate communicate client information under the My Health Records scheme.

Anglicare may use the My Health Record scheme for client case management and organising client services and staff must comply with the legislation.

Supporters, family and friends – New Aged Care Act 2024 (Cth)

Anglicare is committed to the implementation of the New Aged Care Act 2024 (Cth) that provides clients with the right to be supported by an advocate or other person of the client’s choice. This includes where a client seeks to exercise or understand their rights, voicing their opinion and making decisions that affect the client’s life, as well as making a complaint or providing feedback.

Overseas Disclosure

Overseas disclosure refers to situations where personal information is exported from Australian servers or entities, whether unencrypted or encrypted but capable of being downloaded and decrypted by an international based server or entity.

Occasionally, cloud technology means that encrypted data may pass through international servers before returning to Australian servers for decryption and use. The Office of the Information Commissioner does not consider this to be an overseas disclosure.

It is not Anglicare’s policy to send unencrypted material to any overseas entity or server. Likewise, Anglicare cloud technology is configured so that only encrypted data may pass through international services and be decrypted back in Australia.

Donors

Donor information and client information are kept strictly separate to avoid any conflict of interest.

General donations are managed according to our Fundraising and Donations Policy Direction and personal information provided by donors is subject to our Privacy Policy.

Contractors, Consultants and Service Providers

Anglicare engages contractors, consultants and third-party service providers. At times the disclosure of your personal information is necessary to arrange client services or to support Anglicare’s corporate operations.

Data Retention and Security

Your records are retained in accordance with the Anglican Diocese of Brisbane Retention and Disposal (RAD) schedule which has been developed in accordance with law and Queensland archival standards. We implement administrative, physical and technical safeguards to protect your information from unauthorised access and disclosure.

Information Technology and Direct Marketing

As information technology progresses, Anglicare seeks to ensure its operations keep pace to maintain business efficiency and ensure that our service delivery remains relevant. As such this means the potential development of systems using Artificial Intelligence, Business Analytics, Business Intelligence and Biometric Data.

Anglicare may use your personal information for information technology development and direct marketing as outlined below. However, Anglicare will not use your sensitive or health information without your express consent.

Artificial Intelligence

Anglicare is careful and responsible when using Artificial Intelligence (AI) and personal information. Our staff are not permitted to use open AI tools (such as public chatbots) if they include any personal details about you or anyone else.

Anglicare may investigate creating a closed AI system to help us work better and improve our services. This means the system would be only used and controlled by Anglicare. The information stays inside our system — it’s not shared with the public or other platforms.

We may use some of the information to understand our services better and make improvements, but everything stays secure within Anglicare’s systems.

Business Analytics, Business Intelligence

Anglicare uses Business Analytics and Business Intelligence (BI) to help us plan for the future, keep our services running smoothly, and improve how we support our clients and community.

This may include things like upgrading our case management systems, contacting clients about changes to their service packages, or asking for donations to support our work.

Everything we do is to help Anglicare meet its mission and enhance our support to our clients.

Biometric Data

Biometric information includes fingerprints, facial features and voice prints.  Biometric information will only be used with your express consent for the delivery of client services, personal safety, property and site security, as well as business system improvements or when required by law.

Direct Marketing

Anglicare engages in direct marketing to improve and enhance client services, advocacy programs, fundraising opportunities and market the essential services that Anglicare delivers every day.

Certain personal information may be used to send you Anglicare marketing material. Anglicare may only use sensitive information for any direct marketing with your express consent.

Access and Correction to Personal Information

You have the right to:

• Seek access to your personal information.
• Request corrections to any factual inaccuracies (such as name, address, location and nominated next of kin).

Please note that Anglicare cannot provide you with access to information relating to any other person unless compelled by law by a court order, subpoena, warrant or other lawful statutory notice.

To see access or request correction of your information, email: [email protected]

Dealing with Data Breaches

Anglicare is committed to ensuring the safety of your personal information data and has data security and notifiable data breach policies set out in Anglicare’s Information Governance Framework.

Social research and advocacy

Anglicare works actively with others to enable the voices of our clients to be heard, and to meaningfully inform positive social change through research, campaigns, submissions to government and other strategies.

De-identified client information may be used for research purposes. Otherwise, Anglicare will directly approach individuals to obtain their express consent for participation in research.

Limits on confidentiality

There are certain circumstances where Anglicare is required to disclose personal information, for example:

• Immediate physical harm to any individual, including clients, supporters, visitors and staff.
• Suspected incidences of child neglect or dependant adult abuse.
• Enquiries from police in relation to serious crime or formally listed missing persons enquiries.

Where practicable, robust de-identification techniques are applied, including options such as:

• Removing direct identifiers (e.g., names, addresses).
• Altering or aggregating data to reduce re-identification risk.

At times, de-identification is impracticable, therefore Anglicare uses personal information by consent, authorised by law or where there is a reasonable secondary purpose.

Contact with our call centre

From time to time, you may need to talk to a customer service representative to organise services or change details. Please be advised that these calls are recorded for quality assurance and training purposes and are kept for a reasonable period (approximately two years) to account for any complaints, service delivery discrepancies or law enforcement matters.

Mostly, these calls are considered to be ephemeral documents and subject to being overwritten after the timeframe has expired unless a complaint, service discrepancy or law enforcement issue is brought to Anglicare’s attention within that timeframe.

Anglicare Privacy Policy

Additional detailed information is available in Anglicare’s Privacy Policy which is available online at https://anglicaresq.org.au/privacy-policy/.

Please be aware that our policy is subject to periodic change to reflect service, regulatory and legislative changes.

Notification of changes to this collection notice and consent form

Where changes are made to this collection notice you will be notified in accordance with the Office of the Australian Information Commissioner (OAIC) guidelines.