Client Services Agreement
RSL Queensland and Mates4Mates
RSL Queensland and Mates4Mates are not-for-profit organisations whose charitable objects are focused on several activities including assisting veterans and their families. This Client Services Agreement is an agreement between you and any dependents you nominate on your new client form (“you”, “your”) and Returned & Services League of Australia (Queensland Branch) ABN 79 902 601 713 (“RSL Queensland”) and Mates4Mates Ltd ACN 54 160 646 999 (“Mates4Mates”) (collectively, RSL Queensland and Mates4Mates are “us”, “we”, “our”).
1. Services
- You have approached us to request that we provide you with one or more services that we offer. Any services requested by you and provided to you and/or your nominated dependents by either RSL Queensland and/or Mates4Mates from time to time is referred to in this document as ‘Services’.
- You understand and agree that:
- we may have eligibility requirements to access a particular Service or components of a Service, and that applying to access the Service does not guarantee that you meet eligibility criteria;
- we are under no obligation to provide you with any particular Service and may, in our absolute discretion, decide whether or not to provide you with any or all Services.
- If we agree to provide a Service or Services to you:
- this agreement will apply when we provide those Service;
- we will provide you with the Services on the terms set out in this agreement and any terms, conditions and rules specific to each individual Service (T&Cs). We will advise you of any T&Cs specific to an individual Service prior to providing the particular Service to you. The T&Cs may be accepted by you engaging or continuing to engage in that individual Service. You have a right to withdraw from the Services at any time, including if you do not agree with the T&Cs.
- If services are provided to you by an organisation other than Mates4Mates or RSL Queensland (External Organisation), then:
- access to, or use of, those external services (including eligibility criteria) are governed by that External Organisation and the terms and conditions of this agreement do not apply to services provided by that External Organisation;
- we accept no responsibility for expenses arising out of, or connected to, the services being delivered by the External Organisation or for the experience or services you receive from the External Organisation.
2. What you need to do
- You must at all times:
- comply with the terms of this agreement and the T&Cs;
- behave in a manner consistent with the Code of Conduct (available here https://rslqld.org/about-us/services-agreement/code-of-conduct), if applicable.
- You are responsible for any medical or other professional expenses arising out of, or connected to, the Services being delivered to you. For example, if the Services relate to a matter before the Department of Veterans Affairs (DVA) and additional medical evidence is required for your matter, you will be required to pay for the medical report yourself (however you should note that you may be able to claim reimbursement from DVA). You can choose whether or not to incur the medical or other professional expenses. If you choose not to do so, this may limit the assistance that we can provide to you.
- You must ensure that any information that you provide during the intake and/or application process, and throughout delivery of the Services is true and complete in all respects. If we reasonably determine that any of the information that you have provided is false or misleading and impacts the eligibility requirements to access Services or our ability to deliver the Services, we may immediately cease providing any Services to you and terminate this Agreement.
3. Scope of Services (What we do)
- If you request and we agree to provide Services, the full scope of what we will do for you when delivering the Services will be agreed with you before we provide you with that Service. We may also require you to sign an additional agreement, specific to the delivery of that Service.
- If the Services involve medical/health services, we will discuss the proposed Services with you and obtain your consent prior to delivering these Services. You understand that you have a right to withdraw from these Services at any time. However, if you continue to engage with us in the provision of these Services, you will be deemed to have provided consent to the provision of the Services.
- In providing the Services to you, we will use reasonable endeavours to provide the Services in a proficient and timely manner.
4. Limits to Scope of Services (What we don’t do)
We will not, and cannot, provide any of the following to you:
- a guarantee or promise that the Services, your matter or any claim or appeal will be successful or that you will successfully obtain all or any of the outcomes that you are seeking;
- a guarantee or promise that any service you have accessed through an External Organisation will be successful or that you will successfully obtain all or any of the outcomes you are seeking;
- any advice outside of the specific Service being provided;
- any legal advice; or
- any other service outside of the scope of Services provided to you.
5. Costs and charges
We will not directly charge you a fee to provide the Services. However, you acknowledge that there may be instances where you may be required to incur incidental expenses with third parties which relate to the delivery of the Services (such as those set out in clause 2(b) of this agreement).
6. Termination of this Agreement
- You may terminate this agreement and/or cease using any or all of our Services at any time and for any reason by giving us written notice.
- We may terminate this agreement and/or cease providing you with any or all Services immediately by giving
you written notice if you:
- instruct us to act unlawfully or unethically; or
- fail to co-operate fully in the conduct of the Services; or
- indicate that you have lost confidence in us; or
- lose legal capacity to instruct us; or
- do not behave in accordance with the Code of Conduct; or
- are informed by us that we have a conflict of interest and can no longer act on your behalf;
- fail to comply with the terms of this agreement and/or the T&Cs.
- We may also terminate this agreement and/or cease providing you with any or all Services if we are no longer able to provide the Service/s by giving you at least 60 days written notice.
- On termination of this agreement for any reason, we will cease to provide any further assistance or Services to you and will not be liable to provide any further assistance or Services to you. If we have terminated the agreement, we will endeavour to provide you with details of alternate service providers that may be able to assist you.
7. Your Documents
- On completion of each Service that we provide to you, or following termination of this agreement or cessation of that Service, we will retain your documents for a minimum of 7 years. Your agreement to these terms constitutes your authority for us to destroy the file after those 7 years.
- Where permitted by law, we may elect to hold some or all of your documents solely in electronic form. Where your documents are held by us in electronic form, and you request copies of your documents, we will generally provide electronic copies of them to you. Those copies will be provided in a reasonable electronic format, usually the same format in which we hold them.
- You acknowledge that we may also retain copies of your documents, for our own regulatory or insurance purposes.
8. Liability of RSL Queensland and Mates4Mates
Except for any legal or regulatory requirements or liability that cannot be excluded or limited, you agree that the following limitations on our liability will apply:
- Our liability for any loss, damage, liability, costs or expenses (Loss) or any claim, demand, action, proceedings or judgment made or threatened (Claim) in connection with our provision of any Services to you is limited as follows
- we will not be liable to you for any Loss or Claim you suffer or incur for any reason as a result of us providing the Services to you (except where such Loss or Claim is caused by our breach of contract, breach of law, negligence or misconduct);
- we will have no liability to any person other than you in relation to our provision of the Services;
- liability for any Claim or Loss is recoverable only from us and not from any of our members, employees, officers, representatives or agents;
- our liability is limited to such proportion of the Loss or Claim as is just and equitable having regard to the extent of your own responsibility for the Loss or Claim and that of any other person (regardless of any inability to enforce a claim against such other person);
- we, and our officers, employees, contractors and agents will not be liable in any circumstances for any indirect, special, incidental, punitive or consequential damages or loss (including loss of opportunity, loss of anticipated savings or the like) whether based in contract, tort (including negligence), or product liability;
- we will in no circumstances be liable for any action, omission or services provided by an External Organisation.
- To the fullest extent permitted by law, our maximum liability to you under this agreement will not exceed the amount of the reasonable cost of providing the Services to you again.
9. Complaints
If you are unhappy with the way we have provided any Services, or would like to provide any feedback please contact either feedback@rslqld.org and/or feedback@mates4mates.org.
10. General
- Applicable Law
The law of Queensland applies to this agreement and you irrevocably submit to the non-exclusive jurisdiction of the courts of Queensland and any courts that have jurisdiction to hear appeal from those courts. - Our liability
Under this agreement, RSL Queensland is responsible and liable for services provided by RSL Queensland, and Mates4Mates is responsible and liable for services provided by Mates4Mates. - Privacy
You acknowledge and agree that any personal information we collect about you in connection with this agreement and the Services we provide to you will be used, disclosed and handled by us in accordance with the RSL Queensland privacy policy and the Mates4Mates privacy policy (as applicable) and as explained in the Collections Notice. - Electronic Communication
You agree that we may provide information and documentation to you by electronic means (for example, by email). You acknowledge that electronic communication may not always be secure and can in some instances be intercepted, altered, contain viruses or other defects or not be received correctly. We will not be liable for any interference, delay, delivery failure or other damage caused by an email or electronic transmission except to the extent caused by our negligence or wilful default. - Changes to these terms
We may change the terms of this agreement and/or the T&Cs from time to time, provided we give you at least 14 days written notice of the changes. You can either:- accept these changes by continuing to engage in our Services; or
- if you do not accept the changes, you have a right to withdraw from the Services and/or terminate this agreement by written notice to us.
- Offer and Acceptance of Client Services Agreement
- This document is an offer to you to enter into an agreement that will apply whenever we provide you with any Services
- This offer may be accepted by you by:
- clicking the ‘I accept’ button (if you are accepting this agreement online) when asked if you agree through the General Intake & Assessment; or
- signing a physical version of this agreement;
- engaging, or continuing to engage, in our Services; or
- contacting us, either verbally or in writing, advising of your acceptance.
- Acknowledgement and Agreement
By accepting this offer in one of the ways set out paragraph (e)(ii) above, you accept the terms of this agreement. If you accept the terms of this agreement, you will have entered into an agreement with us that can be legally enforced by both parties in the same way as any other contract.
If you have nominated any dependants on your new client form, then you also accept the terms of this agreement on their behalf. You represent that you are the legal parent or guardian of your nominated dependant(s) and have authority to accept the terms of this agreement on their behalf.
In this agreement, a reference to “you” and “your” includes you and your nominated dependent(s), provided that any notices we may give to you under this agreement will be given to you only (and not also your dependent(s)), and any notices you may give to us, whether relating to you or your dependent(s), must be given by you.
If you are uncertain about any part of this agreement, we invite you to obtain your own advice regarding the agreement, or you are also welcome to discuss your query with us to seek clarification.
PRIVACY POLICY
1. INTRODUCTION
Returned & Services League of Australia (Queensland Branch) ABN 79 902 601 713 (we, us and our or RSL Queensland) respects and upholds the privacy rights of individuals.
We are sensitive to privacy issues and take seriously the ongoing trust placed in us. We have committed to compliance with the Privacy Act 1988 (Cth) (Privacy Act), including the Australian Privacy Principles (APPs), which detail how personal information may be collected, used, disclosed, stored and destroyed, and how an individual may gain access to or make complaints about the personal information held about them.
This document is our Privacy Policy and describes how we handle your personal information.
Personal information is information or an opinion about an identified individual, or about an individual who is reasonably identifiable.
Sensitive information, a sub-set of personal information, is information or an opinion about an individual’s racial or ethnic origin, political opinions, political association membership, religious beliefs or affiliations, philosophical beliefs, professional or trade association membership, trade union membership, sexual orientation or practices or criminal record, and includes health information and genetic information.
2. COLLECTION OF YOUR PERSONAL INFORMATION
We only collect personal information that is necessary for what we do such as:
- providing membership services;
- providing veteran research and rehabilitation services;
- providing pension, advocacy and welfare services;
- providing accommodation services;
- providing financial support services; and
- the operation of the RSL Art Union.
The types of personal information we may collect depends on the purpose for which we need the information and may include the following:
- your contact details, including your full name, street address, billing address, postal address, email address; and telephone number;
- your date of birth and age;
- your occupation;
- your service record;
- information concerning your dealings with the Department of Veterans Affairs;
- your payment information, including details of your superannuation fund;
- your RSL membership number;
- your IP address, browser type, domain names, browsing preferences, access times and the addresses of referring websites;
- proof of identity information and documentation including driver's license, passport or birth certificate information;
- proof of income information and documentation;
- next of kin and emergency contact information.
We may also collect sensitive information from you when we engage with you as part of providing our veteran rehabilitation and welfare support services including:
- mental health support;
- emergency financial assistance;
- bereavement assistance;
- help with compensation claims through the Department of Veterans’ Affairs;
- referrals to peer support groups and other specialist services;
- visits to the sick, injured and lonely in hospital and/or at their homes;
- short term crisis accommodation; and
- subsidised longer-term housing solutions.
We may also collect sensitive information about you where there is a legal requirement to do so, or where we are otherwise permitted by law. The kinds of sensitive information that we may collect and hold from you or about you include your physical and mental health information, including your medical history and treating doctor.
3. HOW WE COLLECT AND HOLD PERSONAL INFORMATION
We will, where possible, collect your personal information directly from you, unless it is unreasonable or impracticable for us to do so. If we collect your personal information from another person and it is unclear that you have consented to the disclosure of that information to us or that information is otherwise not permitted to be disclosed to us, we will, whenever reasonably possible, make you aware that we have done this and the reasons for doing so. For example, we may collect personal information from you through telephone calls, your emails, website contact forms and other correspondence to us.
If you do not provide some or all of the personal information we request, we may be unable to effectively provide our services to you.
4. WEBSITE USAGE INFORMATION AND COOKIES
Our websites, at www.rslqld.org and www.rslartunion.com.au, use small data files
called cookies on your computer, which you can choose to accept or decline.
One of the primary purposes of a cookie is to save you time. A cookie tells the web server that you have
returned to a specific webpage. For example, if you personalise the webpages on our website or register with
us through our website, the cookie helps the website to recall your specific information on subsequent
visits.
This simplifies the process of recording your personal information, such as billing address, postal address and so on. When you return to the same webpage, the information you previously provided can be retrieved so you can easily use the website features that you customised.
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but depending on your browser, you can modify your browser settings to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of our website.
For more information on how we use cookies, please see https://www.rslqld.org/About-Us/Cookies
There is also information about the hardware and software on your computer that is automatically collected by our website. This information can include your IP address, browser type, domain names, browsing preferences, access times and the addresses of referring websites. This information is used by us to maintain the quality of our website and to provide us with information regarding the use of our website.
We encourage you to review the privacy statements of websites you choose to click through to from our website so that you understand how those websites collect, use and share your information. We have no control over and are not responsible for the manner in which the hosts of other websites use personal information they collect from you.
5. WHAT WE DO WITH YOUR PERSONAL INFORMATION
We use the personal information we hold about you to do the following things:
- provide membership services to you;
- act as your representative in any matters that may arise from time to time involving the Department of Veterans Affairs;
- provide welfare services to you;
- provide accommodation services to you;
- administer your entry in lotteries run by us;
- liaise with our District Branches and Sub Branches with whom you are involved;
- administer contracts into which we may enter with you;
- accept donations from you;
- supply goods to you;
- administer your involvement as a volunteer with us;
- communicate with you concerning our activities;
- respond to feedback from you;
- develop and/or test our systems;
- for our own internal administrative purposes.
With your consent, we do the following:
- communicate promotional offers and special events to you;
- conduct fundraising;
- conduct marketing activities;
- plan to improve services we offer to our members and the veteran family in accordance with our charitable objects.
6. SITUATIONS WHERE WE MAY DISCLOSE YOUR PERSONAL INFORMATION
We will not disclose your personal information to any person except to our District Branches, Sub Branches, related entities, contractors, suppliers, distributors and agents used by us in the ordinary course of our business. This may include for the purposes of the administration of membership services, mailing services, distribution services, IT services, data analysis, research, advertising or consultancy services.
In doing so, we will take all steps as are reasonable to ensure that these parties respect and uphold the provisions of this Privacy Policy in relation to your personal information.
We may also need to disclose your personal information where we:
- are under a legal duty to comply with any legal obligation or in order to enforce or apply our terms and conditions; or
- need to disclose it to protect our rights, property or safety of our members, customers or others, including the exchange of information with other companies, organisations and/or governmental bodies for the purposes of fraud protection and credit risk reduction.
7. OVERSEAS DISCLOSURE
We do not ordinarily disclose your personal information overseas, however, before any personal information is disclosed to a recipient in a foreign country, the Privacy Act requires us to take such steps as are reasonable in the circumstances to ensure that the recipient does not breach the APPs in relation to the information. If you consent to the disclosure of your personal information to overseas recipients, we are not required to take such steps.
By submitting your personal information to us, you expressly consent to the disclosure, transfer, storage or processing of your personal information outside of Australia. In providing this consent, you understand and acknowledge that countries outside Australia may not have the same privacy protection obligations as Australia in relation to personal information. If your personal information is mishandled in any jurisdiction, we disclaim responsibility and you will not have a remedy under Australian law.
8. DIRECT MARKETING
By submitting your personal information to us, you expressly consent to us using your personal information to provide you with information about our products, services or events which we consider may be of interest to you or engage in any other direct marketing activity.
We may also use your personal information for the purpose of providing you with other information, if it is within your reasonable expectations that we would send you such information given the nature of previous communications with you.
You may at any time opt out of receiving any communications from us (other than as required for the operation of our activities, e.g. regarding the payment for RSL Art Union tickets) by using the “unsubscribe” facility included in an email you receive from us or by contacting us using the details set out at the bottom of this document.
9. PSEUDONYMITY OR ANONYMITY
You have the option of not identifying yourself, or of using a pseudonym, when dealing with us provided it is lawful and practical to do so.
10.DATA SECURITY
We store personal information:
- contained in paper based and other hard copy documents both at our office and at off-site secure storage facilities; and
- contained in electronic records, in a controlled and secure environment.
Your personal information is only accessible by those persons who require access to the personal information for the purposes of carrying out their work on our behalf.
When personal information (such as payment information) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
We will take all reasonable steps to protect the personal information we hold from misuse and loss and from unauthorised access, modification or disclosure.
If we suspect that a data breach has occurred, we will follow the requirements of the Data Breach Notification scheme under the Privacy Act. The requirements include notifying affected individuals and the Office of the Australian Information Commissioner in some circumstances.
11. DESTRUCTION AND DE-IDENTIFICATION
We will retain your personal information whilst it is required for any of our business functions, or for any other lawful purpose. We will destroy or de-identify personal information in accordance with our data security and data destruction policies or when our legal obligations to retain the information have expired and the information is no longer needed by us.
12. ACCESS TO YOUR PERSONAL INFORMATION
You may request access to the personal information we hold about you by writing to our Privacy Officer at the address below.
You do not have to provide a reason for requesting access. Except in circumstances established under the APPs, if we hold personal information that you are entitled to access, we will endeavour to provide you with a suitable range of choices as to how you may access that information (e.g. post or collection). We may ask you to complete an Access Request form to help us identify and locate the information being requested.
If you believe that the personal information we hold about you is incorrect, incomplete or inaccurate, you can ask us to amend it. We will consider your request and:
- if we agree that the information we hold is inaccurate, we will amend it; or
- if we do not agree, then we will add a note to the personal information stating that you disagree with its accuracy.
13. YOUR CONSENT
By using our website, or by accepting our Art Union ‘terms and conditions’ which refer to this Privacy Policy, you are agreeing to our collection, disclosure, use and storage of your personal information in accordance with this policy.
14. COMPLAINTS AND CONCERNS
If you have a problem, complaint or wish to enquire about our Privacy Policy, please contact our Privacy Officer.
We will respond to your complaint in accordance with the relevant provisions of the APPs as soon as practicable. We treat complaints relating to privacy very seriously. If you submit a concern or complaint, we will endeavour to deal with it comprehensively and reach an outcome where all parties are satisfied.
If you are not satisfied with our response to your complaint, or if you would like
further information about privacy in Australia, then we suggest you contact the Office of the Australian
Information Commissioner at oaic.gov.au.
15. YOUR PAYMENT INFORMATION
RSL Art Union’s systems and providers are compliant with the Payment Card Industry Data Security Standard (PCI DSS), and undergo rigorous audits and testing to ensure that confidentiality and the integrity of our systems and information are upheld.
RSL Art Union regularly performs security, vulnerability and malware scanning that is conducted by an external ASV (Accredited Scanning Vendor) to ensure our site remains free of vulnerabilities or malicious software.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems and are required to keep the information confidential. In addition, all sensitive/credit information supplied is encrypted via Secure Socket Layer (SSL) and Transport Layer Security (TLS) technology.
We implement a variety of security measures and encryption methods, when a user places an order or enters, submits, or accesses their information, to maintain the safety of your personal information.
All transactions are processed through a secure gateway provider and your credit card information is not stored on our systems. Financial information, such as bank account details that are provided in association with a Direct Debit arrangement are stored in a secure and/or encrypted format in connection with a transaction.
If you utilise PayPal for your purchase, your PayPal account details will be collected and stored by PayPal for future transactions in connection with their Privacy Policy which can be found at https://www.paypal.com/au/webapps/mpp/ua/privacy-full.
16. GDPR - PROCESSING EU PERSONAL DATA
This section entitled “GDPR – Processing EU Personal Data” only applies if you access our products or services in the EU and your personal data (as defined in this section) is processed and/or monitored as a result.
General - When we process your personal information, we will comply with the General Data Protection Regulation ((EU) 2016/679) (“GDPR”), any local implementing laws and any successor legislation to the GDPR and the local implementing laws. We are the data controller (as defined in GDPR) of the data you pass to us pursuant to this policy.
Where we refer to “personal information” throughout this policy, it has the meaning set out in the Privacy Act (as explained at the beginning of this policy) and also the meaning given to “personal data” in the GDPR. “Processing” has the meaning set out in GDPR and, in practice, means doing anything with your personal information, including storing it.
Retention – if you are a regular customer or subscriber of the RSL Art Union, we will retain your personal information for no longer than 8 years from the date of our last interaction with you. This enables us to comply with certain legal obligations and financial reporting requirements. We may choose to retain your personal information for a shorter period of 25 months from the date of our last interaction with you if you purchase only occasional tickets from us or where we have no interaction with you during a 12-month period.
If we receive a “return to sender”, bounce-back email or similar message when we contact you, we will delete the relevant personal information from our system. We will also delete or update your personal information if you ask us to do so in accordance with the requirements of GDPR.
Grounds for processing - we collect most of your personal information on the grounds of our legitimate interests or fulfillment of a contract, for example, providing you with the RSL Art Union tickets you have purchased and liaising with you in respect of those tickets. If we deem it appropriate, we may also rely on legitimate interests to send you marketing communications, including where you have opened a customer account for the RSL Art Union or purchased tickets for the RSL Art Union. If we are unable to rely on legitimate interests or another ground to process your personal information, we will seek consent from you in accordance with the requirements of GDPR.
If we have obtained consent from you to process your data, you have the right to withdraw your consent at any time. To withdraw your consent, please contact us using the contact information set out below. Please bear in mind that if you withdraw your consent it may affect our ability to carry out tasks for your benefit. Withdrawal of your consent will not affect any processing we have carried out in respect of your personal information prior to you withdrawing consent.
In the section entitled “What we do with your personal information”, we have explained that we may need to disclose your personal information to certain third parties. If any of those third parties are located outside of the European Economic Area (EEA) we will ensure that there are appropriate safeguards in place when the data is transferred in accordance with the requirements of GDPR.
Automated decision making – if you purchase an RSL Art Union ticket, your success or otherwise will be determined as a result of a process of automated decision making. We carry out this example of automated decision making on the grounds that it is necessary to fulfil the contract we have entered into with you.
Your rights – there are a number of rights available to you under GDPR. These include:
- the right to access your personal information and ask us to provide certain information about the processing we carry out in respect of your personal information;
- the right to ask us to rectify any personal information we process that you believe is incorrect or incomplete;
- the right to ask us to erase your personal information; the right to ask us to restrict the processing we carry out in respect of your personal information, or to object to the processing we carry out; and
- the right to have your data provided to another data controller in a structured, commonly used and machine-readable format (data portability).
Please note that there are some exceptions and caveats to the rights listed above.
Complaints – in addition to your rights set out above in the section entitled “Complaints and Concerns”, you are entitled to complain to the relevant supervisory authority in your jurisdiction. A list of the supervisory authorities throughout the European Union is available at https://edpb.europa.eu/about-edpb/board/members_en.
17. CHANGES TO THIS PRIVACY STATEMENT
It may be necessary for us to review and revise our Privacy Policy from time to time. An amended version will be posted on our website at www.rslqld.org.
18. OUR CONTACT DETAILS
If you have any questions about this policy or if you have any complaint regarding the treatment of your privacy by us, please contact us in writing using the following details:
The Privacy Officer
Returned & Services League of Australia (Queensland Branch)
283 St Pauls Terrace,
Fortitude Valley QLD 4006
Ph: (07) 3634 9444
Fax: (07) 3634 9400
privacy@rslqld.org
Last updated in SC9: 10 September 2019
Mates4Mates Privacy Policy
1. INTRODUCTION
MATES4MATES LTD (ABN 54 160 646 999) (we, us and our) respects and upholds your rights to privacy established by the Australian Privacy Principles contained in the Privacy Act 1988 (Act). This policy describes how we handle your personal information.
2. DEFINITIONS
In this policy "Personal Information" and "Sensitive Information" have the same meaning as under the Act.
3.YOUR CONSENT
By using our website, or by accepting the terms of one of our ‘terms and conditions’ which refer to this policy, you are agreeing to our collection, disclosure, use and storage of your personal information in accordance with this policy.
4. WHAT PERSONAL INFORMATION DO WE COLLECT
We only collect personal information from individuals that is necessary for what we do (such as psychological
counselling, physical rehabilitation, adventure challenges, career coaching, veteran research and rehabilitation
services,). The types of information we may collect from you depends on the purpose for which we require the
information and may include the following:
a. your full name, street address, telephone number;
b. your date of birth and age;
c. your email address;
d. your occupation;
e. your service history;
f. information concerning your dealings with the Department of Veterans Affairs;
g. any relevant payment or billing information;
h. your health information, including your medical history and treating doctor;
i. your proof of identity information and documentation including driver's license, passport or
birth certificate information;
j. your next of kin and emergency contact information;
k. your physical and mental health information, including your medical history and treating doctor.
Some of this information is also considered to be sensitive information. We can collect sensitive information which is reasonably necessary to provide our services to you or if required by law. We may only collect sensitive information with your consent.
5. HOW WE COLLECT AND HOLD PERSONAL INFORMATION
We will where possible, collect your personal information directly from you, unless it is unreasonable or
impracticable for us to do so. If we collect your personal information from another person and it is unclear
that you have consented to the disclosure of that information to us or that information is otherwise not
permitted to be disclosed to us, we will, whenever reasonably possible, make you aware that we have done this
and the reasons for doing so. For example, we may collect personal information from you through telephone calls,
your emails, website contact forms and other correspondence to us as well as in person.
If you do not provide some or all of the personal information we request, we may be unable to effectively
provide our services to you.
6. WEBSITE USAGE INFORMATION AND COOKIES
Our website uses small data files called cookies on your computer, which you can choose to accept or decline. One of the primary purposes of a cookie is to save you time. A cookie tells the web server that you have returned to a specific webpage. For example, if you personalise the webpages on our website or register with us through our website, the cookie helps the website to recall your specific information on subsequent visits.
This simplifies the process of recording your personal information, such as billing addresses, shipping postal
addresses, and so on. When you return to the same webpage, the information you previously provided can be
retrieved, so you can easily use the website features that you customised.
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can
usually modify your browser settings to decline cookies if you prefer. If you choose to decline cookies, you may
not be able to fully experience the interactive features of our website. For more information on how we use
cookies, please see below.
There is also information about the hardware and software on your computer that is automatically collected by our
website. This information can include your IP address, browser type, domain names, browsing preferences, access
times and the addresses of referring websites. This information is used by us to maintain the quality of our
website and to provide us with information regarding the use of our website.
We encourage you to review the privacy statements of websites you choose to click through to from our website so
that you understand how those websites collect, use and share your information. We have no control over and are
not responsible for the manner in which the hosts of other websites use personal information they collect from
you.
7. DATA SECURITY
We store personal information:
a. contained in paper based and other hard copy documents both at our office and at off site secure
storage facilities; and
b. contained in electronic records, in a controlled and secure environment.
Those records are only accessible by those persons who require access to the personal information for the
purposes of carrying out their work on our behalf.
We will take all reasonable steps to protect the personal information we hold from misuse and loss and from
unauthorised access, modification or disclosure.
8. WHAT WE DO WITH YOUR PERSONAL INFORMATION
We use the personal information we hold about you to do the following things:
a. to provide psychological services to you;
b. to provide physical rehabilitation services to you;
c. to provide mentoring services to you;
d. to administer contracts into which we may enter with you;
e. to accept donations from you;
f. to supply goods to you;
g. to administer your involvement as a volunteer with us;
h. to communicate with you concerning our activities;
i. to respond to feedback from you;
j. for our own internal administrative purposes;
k. to develop and/or test our systems, and
l. for surveys and focus groups where applicable.
and with your consent:
m. to communicate promotional offers and special events to you;
n. for conduct fundraising activities;
o. for conduct marketing activities;
p. for planning to improve services we offer to our clients.
We will only use or disclose sensitive information for the primary purpose for which it was collected, any directly related secondary purpose and if otherwise required or authorised by law.
9. SITUATIONS WHERE WE MAY DISCLOSE YOUR PERSONAL INFORMATION
We will not disclose your personal information for the purposes described in this privacy policy to any person
except to:
a. our related entities, contractors, suppliers (such as fundraising suppliers), distributors and
agents used by us in the ordinary course of our business; and
b. our business associates (including Garrison Health), third party suppliers, service providers
and others for purposes directly related to the purpose for which the personal information is collected,
including Department of Veterans Affairs and Medicare for payment processing purposes.
In doing so, we will take all steps as are reasonable to ensure that these parties respect and uphold the
provisions of this Privacy Policy in relation to your personal information.
We may also need to disclose your personal information without your consent where we:
• are under a legal duty to comply with any legal obligation or in order to enforce or apply our
terms and conditions; or
• need to disclose it to protect our rights, property or safety of our members, customers or
others, including the exchange of information with other companies, organisations and/or governmental bodies for
the purposes of fraud protection and credit risk reduction.
We will only use or disclose sensitive information for the primary purpose for which it was collected, any
directly related secondary purpose and if otherwise required or authorised by law.
10. OVERSEAS DISCLOSURE
Before any personal information is disclosed to a recipient in a foreign country, the Act requires us to take
such steps as are reasonable in the circumstances to ensure that the recipient does not breach the APPs in
relation to the information. However, if you consent to the disclosure of your personal information to overseas
recipients, we are not required to take such steps. We will only disclose personal information outside of
Australia in limited circumstances, such as service providers and information technology and cloud services
providers located in countries other than Australia including in the United States of America.
By submitting your personal information to us, you expressly consent to the disclosure, transfer, storage or
processing of your personal information outside of Australia. In providing this consent, you understand and
acknowledge that countries outside Australia may not have the same privacy protection obligations as Australia
in relation to personal information. If your personal information is mishandled in any jurisdiction, we disclaim
responsibility and you will not have a remedy under Australian law.
11. PSEUDONYMITY OR ANONYMITY
You have the option of not identifying yourself, or of using a pseudonym, when dealing with us provided it is lawful and practical to do so.
If you do not provide some or all of the personal information we request, we may be unable to effectively provide our services to you.
12. DIRECT MARKETING
By submitting your personal information to us, you expressly consent to us using your personal information to
provide you with information about our products, services or events or any other direct marketing activity which
we consider may be of interest to you or engage in any other direct marketing activity.
We may also use your personal information for the purpose of providing you with other information, if it is
within your reasonable expectations, that we would send you such information, given the nature of previous
communications with you.
You may at any time opt out of receiving any communications from us (other than as required for the operation of our business e.g. regarding the payment of membership fees) by using the “unsubscribe” facility included in an email you receive from us or by contacting us using the details set out at the bottom of this document.
13. DESTRUCTION AND DE-IDENTIFICATION
We will retain your personal information whilst it is required for any of our business functions, or for any other lawful purpose. We will destroy or de-identify personal information in accordance with our data security and data destruction policies or when our legal obligations to retain the information have expired and the information is no longer needed by us.
14. ACCESS TO YOUR PERSONAL INFORMATION
Except in exceptional cases established by law, you may request access to the personal information we hold about
you by writing to our Privacy Officer at the address below. You do not have to provide a reason for requesting
access. If we hold personal information you are entitled to access, we will endeavour to provide you with a
suitable range of choices as to how you may access that information (e.g. post or collection).
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, you can ask
us to amend it. We will consider your request and:
a. if we agree that the information we hold is inaccurate, we will amend it; or
b. if we do not agree, then we will add a note to the personal information stating that you disagree with its accuracy.
15. COMPLAINTS AND CONCERNS
If you have a problem, complaint or wish to enquire about our Privacy Policy, please contact our Privacy
Officer.
We will respond to your complaint in accordance with the relevant provisions of the APPs as soon as
practicable. We treat complaints relating to privacy very seriously. If you submit a concern or complaint,
we will endeavour to deal with it comprehensively and reach an outcome where all parties are
satisfied.
If you believe we have not adequately dealt with your complaint, you may complain to the Office of the
Australian Information Commissioner about the way we handle your personal information. The Commissioner can be
contacted at:
GPO Box 5218 Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
16. GDPR - PROCESSING EU PERSONAL DATA
This section entitled “GDPR – Processing EU Personal Data” only applies if you access our products or
services in the EU and your personal data (as defined in this section) is processed and/or monitored as a
result.
General - When we process your personal information, we will comply with the General Data Protection Regulation
((EU) 2016/679) (“GDPR”), any local implementing laws and any successor legislation to the GDPR and the local
implementing laws. We are the data controller (as defined in GDPR) of the data you pass to us pursuant to this
policy.
Where we refer to “personal information” throughout this policy, it has the meaning set out in the Act (as
explained at the beginning of this policy) and also the meaning given to “personal data” in the GDPR.
“Processing” has the meaning set out in GDPR and, in practice, means doing anything with your personal
information, including storing it.
Retention – if you interact with us, we will retain your personal information for no longer than 8 years from
the date of our last interaction with you. This enables us to comply with certain legal obligations and
financial reporting requirements. We may choose to retain your personal information for a shorter period of 25
months from the date of our last interaction with you if you purchase only interact with us occasionally or
where we have no interaction with you during a 12-month period.
If we receive a “return to sender”, bounce-back email or similar message when we contact you, we will delete the
relevant personal information from our system. We will also delete or update your personal information if you
ask us to do so in accordance with the requirements of GDPR.
Grounds for processing - we collect most of your personal information on the grounds of our legitimate interests
or fulfillment of a contract, for example, facilitating your making a donation to us and liaising with you
regarding that donation. If we deem it appropriate, we may also rely on legitimate interests to send you
marketing communications, including where you have made a donation to us. If we are unable to rely on legitimate
interests or another ground to process your personal information, we will seek consent from you in accordance
with the requirements of GDPR.
If we have obtained consent from you to process your data, you have the right to withdraw your consent at any
time. To withdraw your consent, please contact us using the contact information set out below. Please bear in
mind that if you withdraw your consent it may affect our ability to carry out tasks for your benefit. Withdrawal
of your consent will not affect any processing we have carried out in respect of your personal information prior
to you withdrawing consent.
In the section entitled “What we do with your personal information”, we have explained that we may need to
disclose your personal information to certain third parties. If any of those third parties are located outside
of the European Economic Area (EEA) we will ensure that there are appropriate safeguards in place when the data
is transferred in accordance with the requirements of GDPR.
Your rights – there are a number of rights available to you under GDPR. These include:
- the right to access your personal information and ask us to provide certain information about the processing we carry out in respect of your personal information;
- the right to ask us to rectify any personal information we process that you believe is incorrect or incomplete;
- the right to ask us to erase your personal information;
- the right to ask us to restrict the processing we carry out in respect of your personal information, or to object to the processing we carry out; and
- the right to have your data provided to another data controller in a structured, commonly used and machine-readable format (data portability).
Complaints – in addition to your rights set out above in the section entitled “Complaints and Concerns”, you are entitled to complain to the relevant supervisory authority in your jurisdiction. A list of the supervisory authorities throughout the European Union is available https://edpb.europa.eu/about-edpb/board/members_en
17. CHANGES TO THIS PRIVACY STATEMENT
We may change our Privacy Policy from time to time by publishing changes to it on our website with an updated effective date. We encourage you to check our website periodically to ensure that you are aware of our current Privacy Policy. If we make significant changes to our Privacy Policy, we may also notify you by other means such as sending an email or posting a notice on our home page.
18. OUR CONTACT DETAILS
If you do not agree with any part of this policy or if you have any questions about this policy or if you have
any complaint regarding the treatment of your privacy by us, please contact us in writing using the following
details:
The Privacy Officer
Mates4Mates
27 Douglas Street
Milton, QLD, 4064
Ph: (07) 3624 9000
Email: enquiry@mates4mates.org
Last updated: March 2020
Mates4Mates APP 5 Notice – Donations and Fundraising
1. INTRODUCTION
This document explains how MATES4MATES LTD (ABN 54 160 646 999) (we, us and our) will collect, store, use and
disclose your personal information to facilitate donations made to us by you or where you fundraise on our
behalf.
Australian Privacy Principle 5 (APP5) under the Privacy Act 1988 (Cth) (the Act) requires us to take reasonable
steps to ensure that we notify you of certain matters at the time we collect your personal information.
You should read this privacy notice in conjunction with the full terms of our Privacy Policy, which can be
accessed above.
2. WHY IS MY PERSONAL INFORMATION BEING COLLECTED?
We will collect your personal information, such as your name, contact details and payment details so we can process your donation or fundraise for us. If we don’t collect your personal information for these purposes, we may not be able to process your donation or fundraising efforts.
3. HOW WILL MY PERSONAL INFORMATION BE COLLECTED, USED OR DISCLOSED?
In process your donation or fundraising efforts, we may need to collect, use or disclose your personal
information from or to the following parties:
- Returned & Services League of Australia (Queensland Branch);
- Made With Ed t/as Funraisin; and
- Our service providers for purposes directly related to us processing your donation or fundraising efforts
FURTHER INFORMATION
If you have any questions about this policy or if you have any complaint regarding the treatment of your privacy
by us, please contact us in writing using the following details:
The Privacy Officer
Mates4Mates
27 Douglas Street
Milton, QLD, 4064
Ph: (07) 3624 9000
Email: enquiry@mates4mates.org
Mates4Mates Cookie Policy
1. INTRODUCTION
Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your web browser (with your permission) that enables the site’s or service provider’s systems to recognise your browser and capture and remember certain information.
2. WHY DO WE USE COOKIES
Cookies are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf in accordance with our Privacy Policy. You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off cookies altogether. You can do this through your browser settings. We have provided some basic instructions below, but since each browser is a little different, look at your browser's ‘help menu’ to learn the correct way to modify your cookies.
3. COOKIE TYPES
Our website (www.mates4mates.org) may use the following types of cookies:
SYSTEM COOKIES
System Cookies are temporary cookies and exist only for the lifetime of the current browser session. The Session Cookie will exist from the point at which the first tag is received from our website until you close all browser windows for the browser in question or the browser session has not received a data collection tag for more than 30 minutes.
PERSISTENT COOKIES
Persistent cookies are used to remember your preferences within the website and remain on your desktop or mobile device after you close your browser or restart your computer. These cookies are used by us to analyse user behaviour to establish visit patters with the intention of improving website functionality for you and others who visit our website. These cookies allow us to serve you with targeted advertising and measure the effectiveness of our site functionality and advertising. These cookies have an expiry of 30 days.
THIRD PARTY COOKIES
Some functions in our website may rely on third party suppliers. The content provided by these third parties may contain third party cookies. For more information and cookie expiry periods, please refer to the privacy policies of the third parties for information on their use of cookies.
4. ANALYTICS
Google Analytics is a web analytics service that collects, tracks and examines the use of this Website to
prepare reports on its activities and share them with other Google services. Google may use the collected data
to contextualise and personalise the advertisements of its own advertising network. These cookies have an expiry
of 24 months. Google’s privacy policy can be found at http://https://policies.google.com/privacy
Facebook Ads conversion tracking is an analytics service provided by Facebook that connects data from the
Facebook advertising network with actions performed on this website. Their privacy policy can be found at
https://www.facebook.com/legal/FB_Work_Privacy
Google AdWords conversion tracking is an analytics service provided by Google that connects data from the Google
AdWords advertising network with actions performed rel="noopener noreferrer" on this website. Their privacy
policy can be found at https://policies.google.com/privacy
We use both Facebook and Google’s tracking services to measure the effectiveness of our paid digital advertising
to ensure we are delivering the best outcomes from our marketing budgets. These services also help us deliver
the most engaging and relevant advertising content to you, which we hope means you have the best possible
interaction with our website and our services.
5. OPT-OUT INFORMATION
To disable cookies your website browser settings needs to be set to reject cookies; this depends on the browser being used. Please be aware that if you disable your cookies, your experience using the Mates4Mates website will be restricted.
FOR MICROSOFT INTERNET EXPLORER:
- Choose the menu "tools" then "Internet Options"
- Click on the "privacy" tab
- Select the setting the appropriate setting
FOR MOZILLA FIREFOX:
- Choose the menu "tools" then "Options"
- Click on the icon "privacy"
- Find the menu "cookie" and select the relevant options
- For further assistance please refer to help pages within your browser.
To view our Privacy Policy, please see above.
Last updated: March 2020
Mates4Mates Fundraising Guidelines
Any person, organisation or group who intends to raise funds for Mates4Mates accepts the following:
- Mates4Mates is legally required to approve and authorise all fundraising activities. Once your fundraising activity is approved, Mates4Mates will email you a letter giving confirmation of your Authority to Fundraise, which will be your legal authority to undertake a fundraising activity in support of Mates4Mates.
- The activity must be conducted in your/the organisation’s name. This means the person, group or organisation will be solely responsible for running and managing the fundraising activity in an appropriate and responsible way. It is the responsibility of the Authorised Fundraiser to manage finances, staffing, marketing, promotion, sponsorship and running of the activity.
- Please remember that your fundraising activity will not be a Mates4Mates’s fundraising activity. It will be a fundraising activity to raise funds for Mates4Mates. A suggested way of promoting it is: “Funds raised will go to support the work of Mates4Mates”
- The Authorised Fundraiser must ensure that they are compliant with any applicable state fundraising legislation or local regulations and should ensure that any permits, authorities, insurances or licenses are secured for the activity. This information will be available from your State Government office.
- The Authorised Fundraiser is responsible for ensuring the safety of the activity, including organising any appropriate public liability insurance and providing first aid services if required.
- The Authorised Fundraiser will hold all funds raised until the activity is completed. They will ensure the funds are held in a secure place, with full records of income and that these funds are deposited to Mates4Mates within 28 days of the activity being completed. Additionally the Authorised Fundraiser will deposit all proceeds from the sale of Mates4Mates merchandise and return any unsold items including unused fundraising materials to Mates4Mates within 28 days of the activity being completed.
- The Authorised Fundraiser is not permitted to conduct door‐to‐door, street or telephone approaches to the general public for donations in connection with the activity.
- The Authorised Fundraiser agrees to release Mates4Mates from any claims associated with the activity and will indemnify Mates4Mates for any liability or costs that may arise in respect to damage, loss or injury occurring to any person associated with the activity caused by breach of responsibilities or negligence.
- The Authorised Fundraiser acknowledges that they are of proper physical and mental condition to organise and conduct the fundraising activity and have considered and voluntarily agree to any and all risks associated with conducting the activity.
- The Authorised Fundraiser understands that they, their agents or personal representatives, cannot claim against Mates4Mates or its directors, officers, staff, volunteers and agents for loss, damage or injury, however occurring, as a direct or indirect result of this fundraising activity.
Your privacy in relation to services from RSL Queensland and Mates4Mates
Returned & Services League of Australia (Queensland Branch) (RSL Queensland) is a not-for-profit organisation whose charitable objects are focused on several activities including assisting veterans and their families. RSL Queensland is the sole member of Mates4Mates Ltd ACN 160 646 999 (Mates4Mates), which is also a not-for-profit organisation whose charitable objects are focused on assisting veterans and their families impacted by service. RSL Queensland and Mates4Mates work together to provide a wide range of programs and services to support veterans and their families.
To determine the assistance that will best support you and/or your family, we invite you to participate in RSL Queensland’s General Intake and Assessment (GIA). Any assistance, support, program or service provided to you by RSL Queensland and/or Mates4Mates is referred to in this document as ‘Services’.
This document explains how RSL Queensland and/or Mates4Mates will collect, store, use and disclose your personal information when you undertake the entire or any part of the GIA and when you apply to be part of any Services, and in managing your information under any Service.
RSL Queensland and Mates4Mates are subject to the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs). Your personal information will be handled in accordance with our obligations under the Privacy Act and our privacy policies.
Why is my personal information being collected?
Personal information is collected for the purposes of establishing you as a potential client of RSL Queensland and/or Mates4Mates, identifying the Services that may be beneficial to you and/or your direct dependents, for managing your involvement in the Services and assessing Service outcomes. This includes but is not limited to, assessing relevant eligibility for any Services, assessing components of individual Services to be provided, and managing Service provision.
Personal information collected in the GIA, in any Service application process and in any supporting documentation you provide will be used to assess your eligibility for the Service and to manage your participation in the Service. If you choose to not answer these questions or provide the requested documentation and information, we may not be able to assess your eligibility or facilitate your participation in these Services.
Additionally, information in your responses to questions in the GIA relating to health and wellbeing are used to measure Service and client outcomes. If you choose to not answer these questions and provide the requested information, we may not be able to assess the impact or benefit of the Services.
We will contact you directly to facilitate access to relevant Services identified through the GIA if the Services are provided internally by RSL Queensland or Mates4Mates. For Services provided externally by our partners, where you have consented we will provide your contact details to those organisations to contact you directly, or we will provide you with the contact details of those organisations to enable you to contact them
How will my personal information be collected, used or disclosed?
In assessing your eligibility for relevant Services and managing your participation in those Services, we may need to collect, use or disclose your personal information from or to the following parties:
All Services
- Any state branch of the Returned & Services League of Australia Ltd which is relevant to you, whether due to where you live or where you wish to engage in the Services
- In the case of RSL Queensland, from and to Mates4Mates
- In the case of Mates4Mates, from and to RSL Queensland
- Government Departments including Department of Veterans’ Affairs, Defence Community Organisation and Open Arms.
Additional parties due to specific Service requirements:
Mates4Mates
- Any other organisations you provide express consent through additional Service documentation required by this Service
RSL Employment Program:
- Workplace rehabilitation consultants selected by RSL Queensland
- Any other organisations you provide express consent through additional Service documentation required by this Service
- Prospective employers.
RSL Queensland Scholarships:
- Relevant educational institutions
- Any other organisations you provide express consent through additional Service documentation required by this Service
RSL Wellbeing Program:
- Any other organisations you provide express consent through additional Service documentation required by this Service
Veteran Homelessness Program:
- The Salvation Army
- Any other organisations you provide express consent through additional Service documentation required by this Service
RSL Advocacy
- Commonwealth Superannuation Corporation
- Any other organisations you provide express consent through additional Service documentation required by this Service
In facilitating your access to Services provided by external organisations identified through the GIA as possibly relevant to you, we may need to collect, use or disclose your personal information from or to the parties you have consented to.
Overseas disclosure
RSL Queensland and Mates4Mates may disclose your personal information overseas in certain limited situations, such as to service and technology providers located overseas, including in the United States. Our privacy policies provide further detail on such overseas disclosures.
If we do disclose your personal information to an overseas recipient, we will take reasonable steps to ensure that the overseas recipient will handle and protect your personal information in the same way that we are required to under the Privacy Act 1988 (Cth).
Further Information
The RSL Queensland privacy policy is available at https://www.rslqld.org/About-Us/Privacy-Policy and the Mates4Mates privacy policy is available at https://mates4mates.org/privacy-policy.
Our privacy policies explain how you can seek access to and correction of the personal information we hold about you, and how you can contact RSL Queensland and/or Mates4Mates with queries or complaints regarding our handling of your personal information. We can be contacted at:
RSL Queensland:
The Privacy Officer
RSL Queensland
283 St Pauls Terrace Fortitude Valley QLD 4006 Ph: 07 3634 9444
Fax: 07 3634 9400
Email: privacy@rslqd.org
Mates4Mates:
The Privacy Officer
Mates4Mates
27 Douglas Street, Milton QLD 4064
Ph: 07 3624 9000
Email: enquiry@mates4mates.org