Privacy Policy.

1. Scope

This policy applies to personal information handled by Chaverim Melbourne in connection with calls, dispatch and assistance requests, Safety Patrols, Yom Tov assistance, the smoke alarm battery service, volunteer operations and recruitment, training, events, fundraising, donations, administration, communications and our website. It does not govern an independent third party’s handling of information. Donations made through the linked Chaverim donation page are processed independently by Chibas Hachesed under its own privacy practices.

2. Information we may collect and hold

Depending on your dealings with us, this may include:

• identity and contact details, including your name, telephone number, email address and suburb;
• assistance and dispatch details, including your location, the nature of the request, vehicle or property details, hazards, response notes and communications;
• smoke alarm service details, including your address, number of smoke alarms, preferred appointment date, access notes and processing status;
• Safety Patrol and Yom Tov assistance information, including patrol locations and times, observations, incident descriptions, information supplied by callers or witnesses, and records of reports or referrals to authorities;
• volunteer and applicant details, including date of birth, driver-licence status, availability, skills, qualifications, training, references, screening information and service history;
• donor and supporter details, donation amount, receipt and communication preferences, but not complete payment-card details processed by an external payment provider;
• event, supplier, incident, complaint, insurance and governance records;
• photographs, video or testimonials where permission or another lawful basis applies; and
• technical data such as IP address, browser type, device information, server logs and basic website analytics.

We may collect sensitive information—such as health information, religious affiliation or criminal-history screening—only where reasonably necessary for our activities and with consent, or where otherwise authorised or required by law. Please provide only information relevant to your interaction with us.

3. How we collect information

We usually collect information directly from you by telephone, website form—including the smoke alarm registration form—email, message, application, interview, event registration, donation interaction or in-person conversation. Information may also be collected through lawful observations made by Safety Patrol personnel. We may receive information from another caller, witness, family member, referee, screening provider, electrician or contractor assisting with an authorised service, donation partner, insurer, emergency service, police, community organisation or lawful public source.

If you provide information about another person, you should have authority to do so and, where practical, tell them about this policy.

4. Why we collect, use and disclose information

We may use or disclose personal information to:

• receive, assess, dispatch, coordinate and document assistance requests, Safety Patrol activity and Yom Tov assistance;
• register homes, assess battery requirements, schedule or reschedule appointments, allocate qualified electricians, contact householders and administer the smoke alarm battery service;
• assess, record and report observed safety concerns or incidents to police, emergency services or another appropriate authority;
• protect the safety of callers, recipients, volunteers, patrol personnel, contractors and the public;
• contact you about a request, application, donation, event, complaint or interaction;
• recruit, screen, train, roster, support and manage volunteers;
• process donations and issue or facilitate receipts;
• manage incidents, insurance, legal obligations, risk, governance and organisational records;
• improve our services, equipment, training, website and communications;
• send updates or fundraising communications where permitted, with an option to unsubscribe; and
• cooperate with emergency services, authorities or advisers where necessary or legally required.

Where practical, you may deal with us anonymously or using a pseudonym. Identification may be necessary where we cannot safely or effectively assess assistance, arrange a property appointment, process an application or donation, investigate or report an incident, or meet a legal requirement without it.

5. Who we may share information with

We limit disclosure to what is reasonably necessary. Recipients may include authorised dispatchers, volunteers, patrol personnel, qualified electricians and contractors carrying out an authorised service, committee or operational personnel, Interstate Chaverim member organisations where coordination is appropriate, technology and hosting providers, email and communications providers, screening or training providers, insurers, auditors, legal advisers, payment and donation partners, emergency services, law-enforcement bodies and regulators.

Chaverim Melbourne operates independently and is also a member of Interstate Chaverim. Membership does not mean other member organisations control Chaverim Melbourne’s records or routinely receive personal information. Information is shared only where reasonably necessary, authorised and appropriate.

Tax-deductible donations are processed and receipted by Chibas Hachesed, an endorsed Deductible Gift Recipient (DGR). When you use its donation page, Chibas Hachesed—not Chaverim Melbourne—collects and handles the payment and receipt information you submit in accordance with its own privacy practices. Chaverim Melbourne may receive limited donor and donation information needed for acknowledgement, administration and reporting. We do not receive complete payment-card details and we do not sell personal information.

Overseas processing

Some technology, hosting, communications or cloud providers may store or process information outside Australia. Provider locations can change and may not always be practicable for us to specify. Where applicable, we take reasonable steps required by law when engaging providers that handle personal information overseas.

6. Safety Patrol information

Safety Patrol personnel, including contractors where engaged, may encounter information about individuals, vehicles, properties, locations or incidents while carrying out patrol activity. We seek to limit collection to information reasonably necessary for community safety, assistance, incident management, reporting or another lawful organisational purpose.

Where reasonably necessary, authorised personnel may share relevant information with Victoria Police, emergency services, insurers, advisers or another appropriate authority. Chaverim coordinates with police but remains independent. Chaverim does not publish patrol reports or identifying information merely because an incident was observed. Information may nevertheless be disclosed where authorised, required by law or reasonably necessary to lessen or prevent a serious threat, subject to applicable law.

7. Smoke alarm service registrations

Smoke alarm registrations are stored in a restricted-access database used to assess requests, contact householders, plan battery quantities, allocate appropriately qualified electricians and record service progress. Authorised Chaverim Melbourne personnel may access the database, and relevant appointment details may be provided to an electrician assigned to attend the property.

Please do not include alarm codes, keys, medical details or other unnecessary sensitive information in the notes field. Registration does not guarantee an appointment. We may retain registration and service records for administration, safety, insurance, reporting and legal purposes, then securely destroy or de-identify them when no longer reasonably required.

8. Website, cookies and third-party links

Our website and hosting provider may automatically record technical data needed for security, reliability and basic analytics. Browser cookies or similar technologies may be used where enabled. You can control cookies through your browser, although some functions may be affected.

External links—including the Chibas Hachesed donation page and our Facebook, Instagram and WhatsApp profiles—are provided for convenience. The third party’s privacy policy and terms apply once you leave our website. Those services may collect information about your visit or interaction independently of Chaverim Melbourne.

9. Security and retention

We take reasonable administrative, technical and physical steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. Access is limited to people who reasonably need it for Chaverim Melbourne activities. Smoke alarm registrations are stored in a database outside the publicly accessible website directory, and the processing dashboard requires administrator authentication. No internet, email or storage system can be guaranteed completely secure.

We retain information only for as long as reasonably needed for the purpose collected, safety, insurance, governance, legal and recordkeeping requirements. When it is no longer required, we take reasonable steps to securely destroy or de-identify it, subject to backup and legal-retention constraints.

Data incidents

We assess suspected data incidents and take reasonable containment and remedial steps. Where the Notifiable Data Breaches scheme or another law applies, we will make required notifications.

10. Access and correction

You may ask to access personal information we hold about you or request a correction. Call 03 8609 9246 and ask for the Privacy Officer. We may need to verify your identity. We will respond within a reasonable period and explain any lawful reason we cannot provide access or make a requested correction.

11. Privacy questions and complaints

Email info@chaverim.org.au or call 03 8609 9246 and ask for the Privacy Officer. Please describe the issue and how you would like it resolved. We will acknowledge and investigate a complaint within a reasonable time and communicate the outcome. If applicable and you remain dissatisfied, you may contact the Office of the Australian Information Commissioner.

12. Changes to this policy

We may update this policy when our practices, services or legal obligations change. The current version and effective date will be published here.