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Privacy Policy

1. INDEPENDENCE AUSTRALIA GROUP COMMITMENT TO PRIVACY

Independence Australia Group Ltd (ACN 004 979 837), its subsidiaries and affiliates in Australia (collectively referred to as IAG) are committed to managing personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance with other applicable privacy laws.

This document sets out our policies for managing your personal information and is referred to as our Privacy Policy.

In this Privacy Policy, “we” and “us” refers to Independence Australia Group and “you” refers to any individual about whom we collect personal information.

2. ABOUT INDEPENDENCE AUSTRALIA GROUP

Independence Australia is a national social enterprise that provides choices for people with a disability or other personal need, enabling them to regain and retain their independence within an inclusive community.  Our business activities include:

  • Services – disability, allied health and other programs
  • Products – including the sale of medical/health consumables and mobility equipment/furniture

Independence Australia Group offers a complete range of services, including the provision of disability services, family services, Psychology services, health programs, and related services in addition to the sale of medical products/equipment and mobility scooters.

Please contact us for a full list of the companies which comprise Independence Australia Group and which are subject to this Privacy Policy.

3. WHAT INFORMATION DOES INDEPENDENCE AUSTRALIA GROUP COLLECT ABOUT YOU?

Clients and prospective clients

When you enquire about our services or when you become a client of Independence Australia Group, a record is made which includes your personal information.

The type of personal information that we collect will vary depending on the circumstances of collection and the kind of service that you request from us, but will typically include:

  • your name, e-mail, postal address and other contact details.
  • information about your employer or an organisation who you represent.
  • information required to comply with regulatory/legislative requirements.
  • information from funding agencies and payment system operators necessary to administer, deliver and claim funding/payments for services, products and equipment.
  • your professional details; and
  • any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Independence Australia Group.

Prospective employees or applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you.

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (e.g. working with children checks, worker screening checks, police checks, validation of qualifications and any other checks).

Other individuals

Independence Australia Group may collect personal information about other individuals who are not clients of Independence Australia Group. This includes customers and members of the public who participate in events we are involved with; individual service providers and contractors to Independence Australia Group; and other individuals who interact with Independence Australia Group on a commercial basis. The personal information we collect will depend on the capacity in which you are dealing with Independence Australia Group. Generally, it would include insert personal information likely to be collected (e.g. your name, contact details, and information regarding our interactions and transactions with you).

If you are participating in an event we are managing or delivering, we may take images or audio-visual recordings which identify you.

In limited circumstances, Independence Australia Group may collect information which is considered sensitive information. For example, if you are injured at an event promoted or delivered by Independence Australia Group we may collect health information about you in an emergency or otherwise with your consent.

We may collect personal information about children (for example, when children participate in events we are involved with). Where children do not have sufficient maturity and understanding to make decisions about their personal information, we will require their parents or guardians to make decisions on their behalf.

You can always decline to give Independence Australia Group any personal information we request, but that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about personal information we have requested, please let us know.

Visitors to our websites

The way in which we handle the personal information of visitors to our websites and personal information is discussed below.

4. HOW AND WHY DOES INDEPENDENCE AUSTRALIA GROUP COLLECT AND USE YOUR PERSONAL INFORMATION?

Independence Australia Group collects personal information reasonably necessary to carry out our business, to assess and manage our customer and clients’ needs, and provide services including the purchase of products, equipment and services associated delivered by our businesses. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you and/or third parties and managing client relationships.

The purposes for which Independence Australia Group usually collects and uses personal information depends on the nature of your interaction with us, but may include:

  • your name, address and contact details (e.g.: phone, email, social platforms)
  • details for next of kin or emergency contact
  • information necessary for charitable fundraising, donations and bequests.
  • job applications including recruitment processes (including for internships and work experience/placements).
  • the product and services you have purchased or which you have enquired about, together with additional information necessary to deliver those products and services and to respond to your enquires.
  • where required by the police, judicial, tribunals or other government agencies to provide information.
  • photographs, video recordings and audio records of you
  • payment details (e.g.: credit card details)
  • responding to requests for information and other general inquiries.
  • managing, planning, advertising and administering programs, events, competitions and performances.
  • marketing data including information you have provided to inform and deliver subscriptions.
  • researching, developing and expanding our facilities and services.
  • informing you of our activities, events, facilities, products, equipment and services.
  • responding to enquires and complaints; and
  • other information relevant to the relationship of the individual with Independence Australia and its businesses.

Independence Australia Group generally collects personal information directly from you or government agencies (when applicable). We may collect and update your personal information over the phone, by email, over the internet or social media, or in person. We may also collect personal information about you from other sources, for example:

  • Commonwealth and State/Territory funding agencies
  • affiliated and related companies; and
  • third-party suppliers and contractors who assist us to operate our businesses.

Independence Australia Group also collects and uses personal information for market research purposes and to innovate our delivery of products and services.

5. HOW DOES INDEPENDENCE AUSTRALIA GROUP INTERACT WITH YOU VIA THE INTERNET?

You may visit our websites without identifying yourself.

If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Independence Australia Group will be managed in accordance with this Privacy Policy.

Independence Australia Group’s websites use cookies. A “cookie” is a small file stored on your computer’s browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information.

You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.

Independence Australia Group’s websites may contain links to third-party websites. Independence Australia Group is not responsible for the content or privacy practices of websites that are linked to our website.

6. CAN YOU DEAL WITH INDEPENDENCE AUSTRALIA GROUP ANONYMOUSLY?

Independence Australia Group will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for Independence Australia Group to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to utilise our services or participate in our events, programs or activities we manage or deliver.

7. HOW DOES INDEPENDENCE AUSTRALIA GROUP HOLD INFORMATION?

Independence Australia Group stores information in paper-based files or other electronic record keeping methods in secure databases (including trusted third-party storage providers based in Australia). Personal information may be collected in paper-based documents and converted to electronic form for use or storage (with the original paper-based documents either archived or securely destroyed). We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.

Independence Australia Group maintains physical security over paper and electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security, for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

Our websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to exercise care in sending personal information via the internet.

We take steps to destroy or de-identify information that we no longer require.

8. DOES INDEPENDENCE AUSTRALIA GROUP USE OR DISCLOSE YOUR PERSONAL INFORMATION FOR DIRECT MARKETING?

Independence Australia Group may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below or the ‘unsubscribe’ function at the bottom of our email to you.

If you opt-out of receiving marketing material from us, Independence Australia Group may still contact you in relation to its ongoing relationship with you.

9. HOW DOES INDEPENDENCE AUSTRALIA GROUP USE AND DISCLOSE PERSONAL INFORMATION?

For clients

The purposes for which we may use and disclose your personal information will depend on the services we are providing you. For example, if you have engaged us to deliver a service, we may disclose information about you to service providers where this is relevant to our services.

For customers and participants

If you are a customer or participant in an event, we may disclose your personal information to our clients and venues where this is reasonably necessary for, and relevant to, the delivery of the event. We may use images or audio-visual recordings which identify you for promotional purposes where you would reasonably expect this to occur.

Disclosure to contractors and other service providers

Independence Australia Group may disclose information to third parties we engage in order to provide our services, including contractors and service providers used for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance or development, printing, archiving, mail-outs, and market research.

Personal information may also be shared between related and affiliated companies and businesses of Independence Australia Group, located in Australia.

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Use and disclosure for administration and management

Independence Australia Group will also use and disclose personal information for a range of administrative, management and operational purposes. This includes:

  • administering billing and payments and debt recovery including claiming funding from Government agencies.
  • to notify individuals of information and opportunities which they may find
  • planning, managing, monitoring and evaluating our services, products and equipment.
  • quality improvement activities.
  • statistical analysis and reporting.
  • training staff, contractors and other workers.
  • risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives).
  • responding to enquiries and complaints regarding our services.
  • obtaining advice from consultants and other professional advisers; and
  • responding to subpoenas and other legal orders and obligations.

De-identified data may be used to meet regulatory and funding requirements or for the purposes of internal reporting and improvement of services.

Where not previously requested, and in accordance with Privacy legislation, we may use personal information to communicate with individuals through emails, newsletters or direct marketing. All such communications will provide an option to opt out or unsubscribe.

Requests to opt out or unsubscribe can also be directed to [email protected] or 1300 704 456.

Other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

10. DOES INDEPENDENCE AUSTRALIA GROUP DISCLOSE YOUR PERSONAL INFORMATION OVERSEAS?

Independence Australia Group is a national organisation and works with clients, service providers, sponsors and commercial interests across Australia. It is unlikely that your personal information will be disclosed to overseas recipients.

Unless we have your consent, or an exception under the APPs applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your personal information.

Entities which are related entities of Independence Australia Group, or are otherwise affiliated with Independence Australia Group, only has operations in Australia.  Our technology service providers advise that data/record storage and management is undertaken in Australia.

11. HOW CAN YOU ACCESS OR SEEK CORRECTION OF YOUR PERSONAL INFORMATION?

You are entitled to access your personal information held by Independence Australia Group on request. To request access to your personal information please contact our privacy officer (Privacy Officer) using the contact details set out below.

You will not be charged for making a request to access your personal information, but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up to date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

12. WHAT SHOULD YOU DO IF YOU HAVE A COMPLAINT ABOUT THE HANDLING OF YOUR PERSONAL INFORMATION?

You may contact Independence Australia Group at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.

You may make a complaint about privacy to the Privacy Officer at the contact details set out below.

The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within 7 business days.

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that Independence Australia Group may have breached the APPs or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the OAIC website.

13. HOW ARE CHANGES MADE TO THIS PRIVACY POLICY?

Independence Australia Group may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

14. HOW CAN YOU CONTACT INDEPENDENCE AUSTRALIA GROUP?

The contact details for Independence Australia Group are:

Independence Australia Group Privacy Officer

Address: Building 1 – 9 Ashley St, West Footscray, VIC 3012

Email address: [email protected]

Telephone number: (03) 9418 0482

This Privacy Policy was last updated on 8 May 2025.