1. Introduction

APOD Family Support is committed to protecting your privacy and ensuring your personal information is handled with care and respect. This Privacy Policy explains how we collect, use, store, and protect information obtained from our website and services users.

As a small, volunteer-run organisation supporting families and carers of people affected by issues related to alcohol, prescription medications, and other drugs, we understand the sensitive nature of the information you may share with us. We are committed to maintaining the confidentiality and security of your personal information.

This policy complies with the Australian Privacy Principles of the Privacy Act 1988 (Cth).

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

  • Contact details (name, email address, phone number, postal address)
  • Demographic information (age, gender)
  • Information about your relationship to a person experiencing substance use issues
  • Information you share during support groups, on our support line, or in our online forums
  • Website usage data and cookies
  • Feedback, survey responses, and correspondence with us
2.2 Sensitive Information

Given the nature of our services, you may choose to share sensitive information with us, including:

  • Health information related to you or your loved ones
  • Information about substance use issues affecting your family
  • Mental health information

We only collect sensitive information with your consent and when it is reasonably necessary for our functions or activities.

When handling health information, we comply with both the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Health Privacy Principles under the Health Records Act 2001 (Vic), ensuring the highest standards of confidentiality and security.

2.3 Anonymous Participation

Where possible, we provide options for anonymous participation in our services. You can:

  • Attend some support groups without providing your full name
  • Contact our support line anonymously
  • Access educational resources without identifying yourself

3. How We Collect Information

We collect personal information through:

  • Registration for support groups or educational programs
  • Support line calls
  • Website forms and email communications
  • Surveys and feedback forms
  • Our online forums and community sections
  • Website cookies and analytics tools

4. How We Use Your Information

We use your personal information for the following purposes:

4.1 Primary Purposes
  • Providing support services, including support groups and telephone support
  • Administering our educational programs
  • Communicating with you about our services
  • Tailoring our support to meet your needs
  • Managing your participation in our online community
4.2 Secondary Purposes
  • Improving our services through feedback and evaluation
  • Statistical analysis and reporting to funding bodies (de-identified)
  • Training and supporting our volunteers
  • Applying for grants and funding
  • Advocacy and research to improve support for families affected by substance use issues
4.3 Marketing Communications

We may use your contact details to send you updates about our services, events, or programs. You will only receive marketing communications if you have given your explicit consent. You can opt out at any time by contacting us or using the unsubscribe link provided in our communications.

5. Disclosure of Your Information

5.1 When We Share Your Information

We may disclose your personal information to:

  • Our volunteers who provide direct support services
  • Third-party service providers who help us operate our website and services
  • Government agencies that provide our funding (in aggregated, de-identified form)

We may disclose your personal information to our volunteers who provide direct support services. All volunteers undergo privacy training and are bound by confidentiality agreements to ensure your information is protected.

5.2 Disclosure Limitations

We will not disclose your personal information to other parties except:

  • With your consent
  • Where required by law
  • Where necessary to prevent serious threat to health or safety
  • In de-identified, aggregated form for reporting purposes
5.3 Overseas Disclosure

We primarily store data within Australia. However, some of our digital service providers (e.g., cloud storage or analytics providers) may store data in countries such as the United States or the European Union. Where this occurs, we take reasonable steps to ensure these providers comply with Australian privacy laws, such as entering into contracts that require adherence to the Australian Privacy Principles or equivalent standards.

6. Data Security

6.1 How We Protect Your Information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure, including:

  • Secure, password-protected electronic systems
  • Locked filing cabinets for physical records
  • Confidentiality agreements with volunteers
  • Regular privacy and security training for volunteers
  • Secure destruction of records when no longer needed
6.2 Data Retention

We keep your personal information only for as long as it is required for the purposes for which it was collected or as required by law. When no longer needed, we securely destroy or de-identify personal information.

6.3 Website Security

While we implement security measures on our website, the transmission of information via the internet is not completely secure. We cannot guarantee the security of your data transmitted to our website. We encourage you to avoid sharing sensitive information via unsecured channels (e.g., public Wi-Fi) and to contact us directly via our support line for highly sensitive matters.

6.4 Data Breach Notification

In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth). We will take all reasonable steps to mitigate the impact of the breach and prevent future occurrences.

7. Cookies and Analytics

7.1 Cookies

Our website uses cookies to enhance your browsing experience. Cookies are small files stored on your device that help us provide certain features and functionality.

7.2 Analytics

We use analytics tools to collect information about how our website is used. This may include:

  • Pages visited
  • Time spent on the website
  • Referring websites
  • General geographical location (at the city level)
  • Device information
7.3 Opt-out Options

You can configure your browser to refuse cookies or alert you when websites set or access cookies. However, if you disable cookies, some parts of our website may not function properly.

8. Accessing and Correcting Your Information

8.1 Access to Your Information

You have the right to request access to the personal information we hold about you. To request access, please contact us using the details provided in Section 11.

8.2 Correction of Information

If you believe that information we hold about you is incorrect, incomplete, or out of date, please contact us, and we will take reasonable steps to correct the information.

8.3 Response Time

We will respond to requests for access or correction within a reasonable period, usually within 30 days. There is no fee for requesting access to your personal information, but we may charge a reasonable fee for providing access.

9. Confidentiality in Support Groups and Services

9.1 Support Group Confidentiality

We ask all participants in our support groups to respect the confidentiality of others by not disclosing personal information shared during meetings. However, we cannot guarantee that all participants will adhere to this request.

9.2 Record Keeping

We keep minimal records of support group attendance and general themes discussed. We do not record detailed personal stories shared in groups unless required for safety reasons.

9.3 Support Line Calls

Support line calls may be recorded for training and quality assurance purposes. You will be notified if a call is being recorded and given the option to decline.

Support line calls may be recorded for training and quality assurance purposes, but only with your explicit consent. You will be informed at the start of the call and given the option to decline recording.

10. Privacy of Children and Young People

We take additional precautions when collecting information from or about children and young people (under 18 years). We:

  • Obtain parent/guardian consent where feasible
  • Collect only information necessary to provide appropriate support
  • Use age-appropriate language when explaining how we use information
  • Take extra care to secure information about children and young people
  • If we cannot obtain parent/guardian consent (e.g., if a young person contacts us directly), we will assess the situation on a case-by-case basis, prioritizing the young person’s safety and well-being while limiting the collection of personal information to what is necessary to provide support.

11. Contact Us

If you have questions about this Privacy Policy, want to access or correct your personal information, or wish to make a complaint, please contact us:

  • Email: debbie@apod.org.au
  • Phone: 0412382812

12. Privacy Complaints

12.1 Making a Complaint

If you believe we have breached your privacy, please contact us first so we can try to resolve your concerns.

12.2 Complaint Handling Process

We will:

  • Acknowledge receipt of your complaint within 5 business days
  • Investigate your concerns and respond within 30 days
  • Take reasonable steps to remedy any issues identified
12.3 External Review

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au
  • Phone: 1300363992
  • Email: enquiries@oaic.gov.au

13. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website with the revised date. We encourage you to periodically review this policy to stay informed about how we protect your information.

Last updated: 15 April 2025