Privacy Policy

Introduction

We are committed to protecting your privacy and ensuring you have a positive experience when using the services that we provide. The Financial Wellbeing Collective (FWC) is committed to complying with the Australian Privacy Principles.

This policy covers information and services provided through our Website www.financialwellbeingcollective.org.au only – Webinar Event bookings and Zoom access to Financial Wellbeing webinars, our Financial Wellbeing Quiz, Webchat (tawk.to), Emergency Relief and Food Access Service online enquiry form.

For financial counselling services, financial coaching services, community education or financial wellbeing workshops provided to you by one of our member organisations please refer to the partner organisations’ privacy and/or complaints policy. Our partners can be located here www.thefwc.org.au/aboout-us/our-members

The Financial Wellbeing Collective is a partnership of community service organisations and local government who have committed to reducing the drivers and impacts of financial hardship across our community. All partner organisations are not-for-profit and our financial counsellors do not benefit from the support provided to you.

By visiting our website or otherwise dealing with us you agree to this policy and to the collection of your information by the website or otherwise and to the holding, use and disclosure of your information by us in accordance with this policy and the Australian Privacy Principles.

Policy

If you contact us or register for one of our services, through our website, we may collect some of your personal data in order to provide you with the information or a service that you request or enquire about. The FWC may use or disclose your personal information to our partner organisation representatives or our HUGS service centre to provide these services. If you do not provide this information, it may not be possible for us to carry on business or interact with you or to provide the services that you require.

We will only use and disclose your personal information in accordance with the Australian Privacy Principles and this policy. We do not give out any of your personal information to third parties unless authorised by you in order to provide you with the service or information requested.

We may use or disclose your personal information for the purposes for which it is provided including: to provide services to you; to provide information to you to support you to resolve your issues; to carry out administrative tasks; to conduct research in order to identify and analyse the ongoing needs of clients and the community in Western Australia experiencing financial hardship; to satisfy the reporting requirements of the Commonwealth and State Governments as well as other charitable institutions from whom the FWC receives grants.

Like most internet-service operators, our website collects non-personally-identifying information of the sort that web browsers, apps and servers typically make available, such as the browser type, language preference, geographical location, referring site, and the date and time of each visitor request. The FWC’s purpose in collecting non-personally identifying information is to better understand how the FWC’s visitors use its services. From time to time, the FWC may release non-personally-identifying information in the aggregate, e.g., by publishing a report on trends in the usage of its services. The FWC website also collects potentially personally-identifying information like Internet Protocol (IP) addresses for users that use the services and visitors.

If you attend an online Financial Wellbeing workshop as a participant, the host (the FWC partner) may choose to record the session, and if so, the host will obtain consent from you. The FWC uses Zoom to host our online workshops and Zoom helps hosts obtain consent from meeting participants by providing visual and audio cues to alert participants of a recording. Recordings may contain personal data and may be stored in Zoom’s cloud at the request of the FWC or held in the hosts’ local storage device.

If you engage with the FWC webchat option, you will be required to agree to a consent before being able to enter a chat with a live FWC webchat agent (financial counsellor). Webchat sessions are saved and can be reviewed by the FWC central administration team for compliance with the privacy principles.

We do not knowingly collect any personal information from children under the age of 18. If you are under 18, be sure to obtain your parent’s or guardian’s permission before you send any information about yourself (your name, address, e-mail address etc.) to us or anyone else over the Internet.

The online enquiry form for the Emergency Relief and Access Service collects your personal information and immediate relief needs in order to respond to your request. Alternatively, you may contact the service on 1800 979 777.

We only collect your name, contact, suburb and details of service request in order to assist you. You have the right to request access to your personal information. You also have the right to request that your personal information be corrected, completed, made accurate or removed from our records. If you believe that any information that we hold about you is inaccurate or out of date, please contact us and we will review and update the relevant information within the FWC partners and services.

For privacy complaints or any enquiries about your personal information please contact our General Manager at helena.jakupovic@thefwc.org.au

Nov 2023

Financial Wellbeing Collective Website Terms of Use

This website is administered by Anglicare WA on behalf of the Financial Wellbeing Collective. The purpose of this website is to provide information and assistance to people who experience financial stress. By accessing and using this website, you agree to comply with the following terms of use:

You must provide accurate and complete information when applying for services or verifying your eligibility.
You must not use this website for any unlawful, fraudulent, or malicious purposes, or to interfere with the operation or security of this website or the scheme.
You must not copy, modify, distribute, or reproduce any content or material from this website without the prior written consent of Anglicare WA or the Financial Wellbeing Collective.
You acknowledge that Anglicare WA and the Financial Wellbeing Collective are not liable for any loss, damage, or injury arising from your use of this website or your reliance on the information provided on this website.
You acknowledge that Anglicare WA and the Financial Wellbeing Collective may change, suspend, or terminate this website or the scheme at any time without notice or liability to you.
You agree to indemnify and hold harmless Anglicare WA and the Financial Wellbeing Collective from any claims, actions, or demands resulting from your breach of these terms of use or your use of this website.

These terms of use are governed by the laws of Western Australia, and you agree to submit to the exclusive jurisdiction of the courts of Western Australia in relation to any disputes arising from these terms of use or your use of this website.

Intent & Purpose

The Privacy Act and the Australian Privacy Principles sets minimum standards for the collection, use, retention, security, and disclosure of personal information. They also give you the right to know what information is held about you and the right to correct any wrong information.

The Financial Wellbeing Collective (FWC) is a partnership of community service organisations and local government who have committed to reducing the drivers and impacts of financial hardship across our community.

Scope

This policy applies to all FWC workers, including employees, volunteers, students, and contractors as well as our donors, service users and business partners.
Some services may be provided to you by our partner organisations. Please refer to the partner organisations’ privacy and/or complaints policy. Our partners can be located here Our Partners – Financial Wellbeing Collective (thefwc.org.au)

This policy does not apply to Acts and practices of FWC which relate directly to the employee records of current and former employees, nor does this policy address specific requirements associated with contracted funding obligations or State Legislation.

Policy Statement

FWC recognises and respects your rights to privacy, dignity, and confidentiality. We are committed to safeguarding the personal and sensitive information that is collected, used, and stored by us.

FWC takes all reasonable steps to ensure that all personal and sensitive information is protected in accordance with the Australian Privacy Principles as contained in the Privacy Act 1988 (as amended).

If you contact us or register for our services, through our website, we may collect some of your personal data to provide you with the information or a service that you request or enquire about. FWC may use or disclose your personal information to our partner organisation representatives or our service centres to provide services. If you do not provide this information, it may not be possible for us to carry on or interact with you or to provide the services that you require.

Our Obligations Under The Privacy Act

FWC must comply with Australian Privacy Law including the Privacy Act which sets out 13 Australian Privacy Principles (APPs) which regulate how we collect, hold, use and disclose your personal information, and how you may access, and correct personal information held about you.

Collection Of Your Personal & Sensitive Information

FWC collects personal and sensitive information only if this is necessary for FWC to provide services, fundraise or conduct its business lawfully and ethically.

FWC sometimes conducts research which may include the collection of personal information. FWC ensures that research outcomes and reports do not identify any individual, unless the person gives their prior consent.

The nature and extent of personal and sensitive information collected by FWC varies depending on your interaction with FWC. FWC collects personal and sensitive information from our workers, volunteers, service users, donors, and business partners.

How We Use Information We Collect

We use the information we collect to provide, maintain, protect, and improve our services. We will ask for consent before using information for a different purpose other than originally intended.

We may use or disclose your personal information for the purposes for which it is provided including:

to provide services to you
to provide information to you to support you to resolve your issues
to carry out administrative tasks
to conduct research to identify and analyse the ongoing needs of clients and the community in Western Australia experiencing financial hardship and
to satisfy reporting requirements of Commonwealth and State Governments as well as other organisations from whom FWC receives funding.

Our website collects non-personally identifying information of the sort that web browsers, apps and servers typically make available, such as the browser type, language preference, geographical location, referring site, and the date and time of each visitor request. FWC’s purpose in collecting non-personally identifying information is to better understand how the FCN’s visitors use its services. From time to time, FWC may release non-personally identifying information in the aggregate, e.g., by publishing a report on trends in the usage of its services. The website also collects potentially personally identifying information like Internet Protocol (IP) addresses for users that use the services and visitors.

Information Security

We work hard to protect FWC and our service users from unauthorised access to, or unauthorised alteration, disclosure, or destruction of information we hold.

We restrict access to personal information to FWC workers and agents who need to know that information and who are subject to strict contractual confidentiality obligations.

Information We Share

We do not share personal information with companies, organisations, and individuals outside of FWC unless:

We have your consent to do so
For external processing by trusted businesses or persons to process, based on our instructions and in compliance with our Privacy Policy and any other appropriate confidentiality and security measures
For legal reasons to meet any applicable law, regulation, legal process or enforceable governmental request

Accessing & Correcting Your Personal Information

You may request access the personal information that we hold about you. Access may be refused if valid reasons exist under the Freedom of Information Act and will be made in writing.

If you know that the personal information FWC holds about you is not accurate, complete or up to date, FWC will take reasonable steps to correct it.

How To Make A Request Or Complaint

All complaints or requests arising under the Privacy Act must be directed in writing to the General Manager, Financial Wellbeing Collective for investigation and response within 5 business days.

Email:
complaints-fwc@thefwc.org.au

Letter:
General Manager – Financial Wellbeing Collective
GPO Box C138 Perth WA 6839