Privacy Policy
Effective Date: January 2025
This Privacy Policy outlines how Living Recovery (“we,” “us,” or “our”) collects, uses, discloses, and safeguards your personal information in accordance with Australian law, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records Act 2001 (Vic), and any other applicable legislation relevant to rehabilitation centres operating in Victoria, Australia. By accessing our services or using our website, you agree to the terms of this Privacy Policy.
1. Introduction
Living Recovery is committed to protecting your privacy and ensuring that any personal information (including sensitive health information) we collect is managed in compliance with Australian Government requirements for rehab centres in Victoria. This Policy explains how we handle that information from collection through to disposal.
2. Scope
This Privacy Policy applies to all personal information collected by Living Recovery, including through:
- Our website (and any related digital platforms)
- Phone or email inquiries
- Intake forms and assessments
- Patient records and ongoing treatment documentation
- Other interactions or communications you may have with us
3. Types of Personal Information We Collect
We may collect the following types of personal and sensitive information to deliver and improve our services:
- Personal Details
- Name, date of birth, address, contact details (phone and email), emergency contact information
- Government identifiers (e.g., Medicare number, Centrelink details) if necessary
- Health Information
- Medical history, diagnoses, medications, treatment history
- Current treatment plans and any ongoing health-related data
- Information related to drug and alcohol use or addiction history
- Financial Information
- Payment details, credit card/bank information if you choose to pay fees electronically
- Other Sensitive Information
- Information about your social circumstances, employment status, or any additional details relevant to providing comprehensive care
Where possible, we will collect personal information directly from you. However, we may also collect information from third parties such as healthcare professionals, family members, or other authorized representatives, particularly if you are referred to us by another service provider.
4. How We Collect Your Information
We may collect personal information through:
- Online Forms and Intake Assessments: When you complete an inquiry or admission form on our website or in person.
- Direct Interactions: When you communicate with us via phone, email, or in person.
- Third-Party Referrals: From other healthcare providers, legal representatives, or authorized individuals acting on your behalf.
- Automated Technologies: Through cookies and similar tracking mechanisms if you interact with our website (see Section 11 for more on cookies).
5. Purpose of Collecting Personal Information
We collect, use, and disclose personal information to:
- Provide Care and Treatment: Develop and manage individualized treatment plans, coordinate services, and monitor progress.
- Administrative Functions: Process payments, manage appointments, and fulfill legal and regulatory requirements (e.g., record-keeping).
- Quality Assurance and Improvement: Conduct data analysis, service reviews, or audits to enhance the quality and effectiveness of our programs.
- Communication: Respond to inquiries, provide updates about our services, and send you relevant information about treatment options and related support.
- Legal Compliance: Fulfill obligations under applicable laws, including reporting or disclosure to authorities when required.
6. Disclosure of Personal Information
We may share your personal information in the following circumstances:
- With Your Consent: We may disclose information to your nominated representatives or other services if you have provided clear, written consent.
- Healthcare Providers: Where necessary for your ongoing care and only with appropriate consent or as permitted by law.
- Regulatory Authorities: To comply with legal obligations, such as reporting to regulatory bodies, government agencies, or courts.
- Service Providers: With external organizations that help us provide our services (e.g., IT support, auditors), under strict conditions of confidentiality and only to the extent required for them to perform their services.
We will not sell, rent, or trade your personal information to any third parties for marketing or any other purposes.
7. Data Security and Storage
We take all reasonable steps to protect the security of your personal information, including:
- Physical safeguards (e.g., locked filing cabinets, secure office premises)
- Technological safeguards (e.g., password protection, access controls, encryption)
- Administrative safeguards (e.g., staff training, policies on handling and retaining sensitive information)
We store personal information in secure, password-protected systems located on-site or with reputable third-party service providers who are required to maintain strict confidentiality standards. We only retain your personal information for as long as necessary to fulfill the purposes outlined in this Policy or as required by law.
8. Access and Correction
You have the right to:
- Access Your Information: Request access to personal information we hold about you. We may require proof of identity before providing such access.
- Correction: Seek correction of any personal information that you believe is inaccurate, incomplete, or out of date.
If you would like to access or correct your personal information, please contact us using the details provided in Section 12. We will respond to such requests as soon as reasonably practicable.
9. Complaints Handling
If you wish to make a complaint about how we have handled your personal information, please contact us using the details in Section 12. We will:
- Acknowledge your complaint and provide an estimated response time.
- Investigate your complaint and gather relevant information.
- Provide a written response explaining any actions or decisions taken.
If you are not satisfied with our response, you may contact the relevant oversight body:
- Office of the Australian Information Commissioner (OAIC) if your concern relates to the Australian Privacy Principles.
- Health Complaints Commissioner (Victoria) if your concern relates to health information handling in Victoria.
10. Children and Minors
We understand the importance of protecting children’s privacy. If you are under 18 years of age, please seek parental or guardian consent before using our services. We collect and handle personal information of minors only with the explicit consent of a parent or legal guardian, except where otherwise permitted by law.
11. Cookies and Tracking (Website Use)
Our website may use cookies and similar technologies to enhance the user experience and analyze website traffic. Cookies are small files stored on your device when you visit our website. You may disable cookies through your browser settings; however, doing so could affect the website’s functionality and your user experience.
12. Contact Us
If you have questions or concerns about this Privacy Policy, wish to request access or correction of your information, or want to make a complaint, please contact us at:
Living Recovery
[Insert Address]
[Insert Phone Number]
[Insert Email Address]
13. Changes to This Policy
We may revise this Privacy Policy from time to time to reflect changes in law, regulations, or our internal practices. Any updates will be posted on our website with a revised “Effective Date” indicated. Continued use of our services after any such update will constitute acceptance of the revised Policy.
By using our services or visiting our website, you agree to the collection, use, and disclosure of your personal information as outlined in this Privacy Policy. If you do not agree, please refrain from using our services or website.