Privacy Policy

TCFV Privacy Policy

Last Updated October 2021

About this Policy

The Compassionate Friends Victoria ABN [51 374 578 204] (“TCFV”, “we”, “our” is
committed to providing quality services to you and this policy outlines our
ongoing obligations to you in respect of how we manage your Personal

We have adopted the Australian Privacy Principles (APPs) contained in the
Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we
collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of
The Office of the Australian Information Commissioner at

By providing your personal information to us and, if applicable, the personal
information of your sibling, child and other relatives, you agree that TCFV may
collect, use and disclose that information in accordance with this Privacy Policy

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual.
Examples of Personal Information we collect include names, addresses, email
addresses and phone numbers.

We collect, hold, use and disclose Personal Information in the ways described
below in this Privacy Policy.

What Personal Information do we collect?

If you access our services by phone or online, we will collect your Personal
Information and, in some circumstances, the Personal Information of your
sibling, child or other relative. This information may include names, phone
numbers, email addresses, and street addresses. In some circumstances, it may
also include sensitive information such as health information or ethnicity.

We may also collect your Personal Information including your name, phone
number, email and/or payment details if you make a donation, volunteer with
us, or attend one of our events including fundraising events.

If you apply for employment with us, or you volunteer, we may collect additional
Personal Information in relation to you including your educational and
employment history and information provided by your referees.

How do we collect and hold personal information?

The main ways we collect your Personal Information is when you knowingly and
voluntarily provide it to us, including when:

• you make an general enquiry on one of our websites;; or;
• you use our online chat service for siblings (18+ only);
• you make a donation;
• you subscribe or attend an on-line or in person event such a support
• you post photos, messages, artwork or other forms of communication on
our memorial website;
• you apply to work with us as an employee or volunteer;
• you send us an email or other written communication; or
• you telephone us.

Where reasonable and practicable to do so, we will collect your Personal
Information only from you. However, in some circumstances we may be
provided with your information indirectly by third parties. This may include
situations where one of your relatives provides us with your Personal
Information, where another network organisation refers you to us and also
situations where you are seeking employment and a recruiter or referee
provides us with your Personal Information. We may also collect your Personal
Information from media and publications, from other publicly available sources
and from cookies.

When we collect Personal Information we will, where appropriate and where
possible, explain to you why we are collecting the information and how we plan
to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or
opinion about such things as an individual’s racial or ethnic origin, political
opinions, membership of a political association, religious or philosophical
beliefs, membership of a trade union or other professional body, criminal record
or health information.

• We do not usually seek to collect sensitive information. If we do
collect Sensitive Information, it will be used and disclosed by us only:
For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary
• With your consent; or where required or authorised by law.

Use and Disclosure of Personal Information

By using our website and/or our services, you acknowledge and consent to the
use and disclosure of your Personal Information (and where relevant, that of a
sibling or other family member) in circumstances that are:

• set out in this Privacy Policy;
• explained to you at the time the information is collected from you; or
• required or permitted by law.
We may use the Personal Information that you give us:
• to conduct our support services to bereaved siblings and parents;
• to post contributed artwork, poems or creative pieces on our memorial
• for reasonable business purposes including record keeping;
• to provide you with services, newsletters or information that you have
• to send you information or enhancements or functional changes to our
websites or policies or other information about our services;
• to market our services and seek donations;
• to consider your application for employment or to do volunteer work with
• to accept and process a donation; and
• for any other purpose that is stated to you at the time of collection or that
you otherwise authorise.
We may also use your Personal Information for secondary purposes closely
related to the primary purpose for which it was collected, in circumstances
where you would reasonably expect such use or disclosure.
You may unsubscribe from our mailing/marketing lists at any time by contacting
us in writing.
We may disclose personal information that we collect from you to a third party:
• to meet the purpose for which it was collected, such as where we speak to
other professionals involved with your support;
• if we have your consent to disclose the information;
• if we are required or permitted by law to disclose the information,
including for example to comply with a court subpoena;
• to protect the safety and security of our clients, our staff and our
websites; or
• to enable us to deal with any concern, issue or complaint you have raised
with us.

Disclosure of Personal Information interstate and overseas

You acknowledge and agree that your Personal Information may be transferred
and stored in other states and territories across Australia, where that
information is held securely in accordance with this Privacy Policy and the
Australian Privacy Principles.

We will not disclose your Personal Information to an overseas recipient unless
you consent to the disclosure or the disclosure is required under a law of
Australia. In such circumstances, we will take reasonable steps, before
disclosing your Personal Information overseas, to ensure that the overseas
recipient does not breach the APPs in relation to that information.


We do not require personal information for you to gain access to our websites.
However, you will not be able to use certain features of our websites that
require registration, enter trade promotions or receive materials such as
marketing communications unless such information is provided. Further, our
ability to meet our obligations to you, to provide services or process any request,
complaint or application by you may be adversely affected if you do not give us
the requested personal information, or if the information you give us is
incomplete or inaccurate.

Security of Personal Information

Your Personal Information is stored electronically in secure datacentres in
Australia or physically in locked storage in a manner that reasonably protects it
from misuse and loss and from unauthorized access, modification or disclosure.

However, no security system is impenetrable and no company, including us, can
fully eliminate security risks associated with personal information or electronic

When your Personal Information is no longer needed for the purpose for which
it was obtained, or for legal record-keeping purposes, we will take reasonable
steps to destroy or permanently de-identify your Personal Information. Most of
the Personal Information is or will be stored in client files which will be kept by
us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update
and/or correct it, subject to certain exceptions. If you wish to access your
Personal Information, please contact us in writing.

TCFV will not charge any fee for your access request but may charge an
administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information, we may require identification
from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take
reasonable steps to make sure that your Personal Information is accurate,
complete and up to date. If you find that the information we have is not up to
date or is inaccurate, please advise us as soon as practicable so we can update
our records and ensure we can continue to provide quality services to you.

Any requests for access to, or correction of, your Personal Information should be
made directly by emailing us at
In every case where we receive a request to either provide access to, or correct,
personal information concerning you, we will inform you of the action taken as a
result of that request (whether or not the request is granted)

Policy Updates

Any changes to this Privacy Policy will be posted on the Website. Unless stated
otherwise, changes will be effective immediately upon being placed on the
Website. Your continued use of the Website following such amendments being
placed on the Website will represent an agreement by you to be bound by the
Privacy Policy as amended.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy, please contact us

229 Canterbury Road. Canterbury, VIC. 3126

+61 9888 4034

We will consider and respond to any complaint notified to us within a
reasonable time.

In case of dissatisfaction with a response from us you may decide to contact the
Australian Information Commissioner:

Office of the Australian Information Commissioner

Telephone: 1300 363 992