Our commitment
Chaverim Melbourne respects the privacy of callers, assistance recipients, volunteers, applicants, donors, supporters, suppliers, community members and website visitors. We aim to handle personal information fairly, transparently and securely, and to follow applicable Australian privacy law, including the Australian Privacy Principles where they apply to us.
1. Scope
This policy applies to personal information handled by Chaverim Melbourne in connection with calls, dispatch and assistance requests, 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.
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;
- 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, email, message, application, interview, event registration, donation interaction or in-person conversation. We may also receive information from another caller, a family member, referee, screening provider, donation partner, insurer, emergency service, 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;
- protect the safety of callers, recipients, volunteers 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, process an application or donation, investigate an incident, or meet a legal requirement without it.
6. 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 our donation partner—are provided for convenience. Their privacy policies apply once you leave our website.
7. 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. 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.
8. 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.
9. 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.
10. 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.