Skip to main

Privacy policy

Protecting Your Privacy

View the Plain english policy.

Anglicare provides a range of services and collects personal information to ensure a holistic approach to the care we offer. We recognise and respect every person’s right to privacy, dignity and confidentiality.

We will:

  • Provide environments that enable residents & clients to maintain relationships with privacy and dignity.
  • Promote respectful relationships between all staff, residents, clients and their representatives.
  • Ensure compliance with the Privacy Act 1988 (The Act) and the 13 Australian Privacy Principles (APPs) outlined in the Act
  • Be open about how we manage your personal information.

If you ask us, we can give you more information about how we protect your privacy

Your Personal Information

We collect a variety of personal information so we can provide services and holistic care to our clients. Examples of personal information which we regularly collect include a person’s:

  • name;
  • contact details;
  • date of birth;
  • marital status;
  • family details, including personal information about an individual’s next of kin;
  • health and medical details
  • Medicare number
  • financial details

Sometimes we will ask you for other information depending on the type of service you would like to access from Anglicare

Collecting and Storing Information

When you contact Anglicare to access our services we will ask you questions about yourself so we can provide support that meets your needs and preferences.

We prefer to collect personal information directly from the person it relates to, however, in some cases this may be impracticable, or the information might be held by someone else.

This could include:

  • medical records held by your current or previous health care provider;
  • financial records held by an accountant or Centrelink; or
  • next of kin details.

You do not have to provide us with all the information we ask for, however it might limit the types of services we can offer you.

We store your information in several secure forms. These include:

  • paper records stored in secure cabinets and buildings
  • paper records that we are required to keep for legal reasons archived in secure storage
  • online data bases where data is entered and stored securely and access is restricted within Anglicare to those who need to access the information in providing service to you
Anonymity or Pseudonymity

You can enquire about our services anonymously or by use of a pseudonym. We will be able to discuss services that might be suitable, including costs which might be charged for those services. However, we cannot provide services to someone without confirming their identity. Until we have sufficient information to provide a detailed quote or outline of suitable services we can only give general, non – binding information.

How we use your information

Generally, we will use your information to:

  • assess your eligibility to access our services
  • adjust services to meet your specific needs
  • determine if you need to make any payments
  • contact you to discuss the services you are using and give you the opportunity to tell us what you think about your experience with Anglicare
  • discuss the services you are using with your family or next of kin, provided you have given us consent to do so

We may also use your information for a secondary purpose such as research or marketing if:

  • you have consented, or
  • where it is impracticable to seek consent, we will give you the opportunity to opt out of further communications.

There are also limited, serious circumstances where we will disclose personal information to third parties without your consent:

  • where we reasonably believe it is necessary to reduce or prevent a threat to a person’s life, health or safety or a serious threat to public health or safety;
  • where the use or disclosure is required by law;
  • where we reasonably believe that the use is necessary for law enforcement, public revenue protection, preventing or remedying of serious improper conduct, or conduct of court or tribunal proceedings, either by or on behalf of an enforcement body.

If we use or disclose information without consent we will record each instance in writing

Data Processing

Anglicare uses third party systems to process some of the data we collect, including some providers that are based outside of Australia. In all instances we ensure the contractor has appropriate controls in place to comply with the requirements of the Privacy Act and our Privacy Policy.

Accessing and Correcting Personal Information

If you ask us we can normally give you access to your personal information. However, we may deny a request for access if:

  • The information poses a serious threat to the life or health of any person.
  • Releasing information would impact upon another person’s privacy
  • The information relates to existing legal proceedings
  • Providing access would be unlawful.
  • The information relates to a sensitive decision about how we operate our business

If you would like to access or change your information, you can contact Anglicare. It will be necessary for you to verify your identity, and you may need to visit an Anglicare site to access the information you would like to see.

In cases where we need to access old or particularly large amounts of information we may need to charge you a small fee for the time it takes to retrieve the records.

If we do not give you access to your information, we will explain why.

Data Security

We will implement measures to protect your personal information from misuse, loss, unauthorised access, change or disclosure.

We will destroy or permanently de-identify personal information when we no longer need it or it is no longer required to be kept for legal purposes.

We will protect the security of your information during transmission by using software that encrypts information that you input

Data Breaches

The Privacy Amendment (Notifiable Data Breaches) Act 2017 requires us to let you know if your information is impacted by a data breach. This means we will let you know in the way we normally communicate with you, if:

  • There is unauthorised access to or disclosure of your information; or your information is lost and unauthorised access or disclosure is likely to occur; and
  • There is a reasonable chance that this could cause you serious harm (which can include physical, physiological, emotional, economic or reputational harm); and
  • We have been unable to remedy the situation in line with the Act.

If we are unable to contact any affected parties individually we will post a notification that an eligible data breach has occurred on our website.

In such circumstances we are also required to inform the Office of the Australian Information Commissioner.

We will follow our Notifiable Data Breach Procedure in these instances.


We will not adopt Commonwealth Government identifiers for use as our own identifiers. If we are required to collect a government identifier to provide you a service, we will not use this number to identify you in our systems.

Sensitive Information

Generally, we will only collect sensitive information with an individual’s consent, except where:

  • The collection is required or authorised by law or to establish, exercise or defend a legal or equitable claim, or;
  • It is necessary to prevent or lessen a serious or imminent threat to the life or health of the person who is the subject of the information.

Sensitive information includes things like your ethnicity, your religious beliefs, if you have a criminal record or information about your health. A full definition of sensitive information is included in the Privacy Act 1988


Anglicare gathers and retains personal information from donors which is managed in compliance with the Payment Card Industry Security Data Standard.

Donation processing is secured by encryption or masking to protect the transfer of personal and financial information. Each donation is secured, and credit card details are not stored by Anglicare. The only information collected and retained is the amount donated, transaction date and contact details as completed on the donation form

Where donations are made over the phone or via email, a copy of that donation is retained for tax and audit purposes in a secure location.


We value your feedback on how we have treated your personal information. If you are not happy about how we protected your privacy, please contact the Privacy Officer:

Phone: 9895 8091


It is helpful if you can tell us:

  • How you think your information might have been misused,
  • The details of any of our employees involved.

The Privacy Officer might ask for extra information to help them understand your circumstances and act to resolve the issue. We will keep you updated on how we are addressing your complaint

If you aren’t happy with how we have dealt with your complaint you can ask for it to be referred to mediation. If you are still unhappy you can refer your complaint to the Office of the Australian Information Commissioner.

Website Privacy

IP Addresses

Our web servers gather your IP address to assist with the diagnosis of problems with our services. This information cannot be traced to an individual user. 

Cookies and Applets

This website uses Google Analytics to help analyse how people use our site. The tool uses "cookies" to collect standard internet log and visitor behaviour information in an anonymous form. The information generated by the cookie about your use of the website (including IP address) is transmitted to Google. This information is then used to compile statistical reports on website activity for Anglicare.

We will never use the statistical analytics tool to track or to collect any Personally Identifiable Information (PII) of visitors to our site. Google will not associate your IP address with any other data held by Google. Neither we nor Google will link, or seek to link, an IP address with the identity of a computer user. We will not associate any data gathered from this site with any Personally Identifiable Information from any source, unless you explicitly submit that information via a fill-in form on our website.

Links to other sites

On our website, we provide links to third party Web sites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of companies linked to our website. Before disclosing your personal information on any other website, we advise you to examine the terms and conditions of using that Web site and its privacy statement.

Personal Information

Personal information about visitors to our site is collected only when knowingly and voluntarily submitted. For example, we may need to collect such information to provide you with further services or to answer or forward any requests or enquiries. Copies of correspondence sent from the web site, that may contain personal information, are stored as archives for record-keeping and back-up purposes only.

Credit Card Details

We ensure that payment card information is kept confidential and secure, and that there is compliance with the Payment Card Industry Data Security Standard.


We strive to ensure the security, integrity and privacy of personal information submitted to our website, and we regularly review and update our security measures.

We will take all reasonable steps to protect any personal information you transmit to us online. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure, and there is an inherent risk in using this channel that you should be aware of.

Our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.


Moderation guidelines for Anglicare Sydney’s social media pages

Anglicare Sydney supports Facebook, Instagram, Twitter, LinkedIn, YouTube, Snapchat and Google+ terms of use and related policies and asks other social media users to do the same.

In order to ensure Anglicare Sydney’s social media pages remain friendly, informative and welcoming for all visitors, we do moderate pages when needed.

Anglicare Sydney encourages discussion and opinion sharing via Anglicare Sydney’s social media pages, however, spam content will be removed. Spam content includes, but is not limited to unrelated information, excessively posting large quantities of questions after an answer has been provided, business promotion or promotion of another page, and comments that are defamatory, contain hate speech, false and misleading, infringe on copyright, offensive, abusive, harassing, or threatening.

We ask that when contributing your views to Anglicare Sydney’s social media pages, you ensure that you:

  • Do not harass, abuse, threaten or discriminate against other social media users including Anglicare Sydney's employees
  • Do not post items that are likely to offend others
  • Do not use obscene, offensive or inappropriate language
  • Do not post repeat comments continuously
  • Do not post or tag Anglicare Sydney excessively as this impedes the ability for others to utilise the selected page to communicate with Anglicare Sydney
  • Do not promote commercial interests, advertisements or endorsements of anything that is not related to Anglicare Sydney
  • Protect the personal privacy of your own and others by not publicly posting personal information, such as names, email addresses, phone numbers and home addresses on the Anglicare Sydney's social media pages
  • Respect and kindly consider Anglicare Sydney’s Vision, Mission and Values when interacting with the page

Failing to adhere to the above guidelines will result in moderation and potential banning from our pages, untagging of the Anglicare Sydney's name and removal of posts from Anglicare Sydney's social media pages.

Anglicare acknowledges Aboriginal and Torres Strait Islander peoples as the original and ongoing custodians of the lands and waters on which we live and work.

Inspired by the gospel of reconciliation in Jesus Christ, Anglicare's vision for reconciliation is a nation in which Australia's First Peoples are restored in dignity, respect, empowerment and opportunity.