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Privacy Policy


At Calm and Connected we value your privacy and aim to uphold all your personal information with the utmost care. This policy outlines our process for managing our client, staff, volunteer and personal information that we may be in possession of. The Australian Privacy Principle 1.3 of the Privacy Act 1988 (the Privacy Act) requires Calm and Connected to have a Privacy Policy.

The Privacy Act

The Privacy Act regulates how APP entities collect, hold, use and disclose personal information, and how individuals can access and seek correction of that information. APP entities are:

  • Commonwealth agencies, including the Department of Health and
  • Private sector organizations

which are bound by the Privacy Act.

‘Personal information’ is information or opinion in any form that identifies or enables identification of a living person. The complete definition in the Privacy Act is:

“Personal Information means information or an opinion about an identified individual, or an individual who is reasonably identifiable:

(a) whether the information or opinion is true or not; and

(b) whether the information or opinion is recorded in a material form or not.”

This APP Privacy Policy sets out how Calm and Connected manages personal information.

Compliance with the Privacy Act

Calm and Connected is required to comply with the Privacy Act and in particular the thirteen APPs which regulate the collection, holding, use and disclosure of personal information.

Personal Information Handling Practices

Collection of personal information generally

Calm and Connected only collects personal information which it needs in order to perform its functions and activities. This includes:

  • personal information collected directly from service users for therapy based activities
  • Personal information collected from employees, sub-contractors, job applicants, contractors and others in relation to employment.

Calm and Connected collects personal information in accordance with the Privacy Act.

In all cases where personal information is received, it is handled according to the particular circumstances and in compliance with the Privacy Act.

Calm and Connected collects personal information through a range of different channels including:

  • paper-based and electronic forms (including online forms)
  • face to face meetings
  • telephone, email, and facsimile communications
  • social media websites and accounts.

Kinds of personal information collected and held

Calm and Connected collects and holds various kinds of personal information including:

  • Client therapy notes, reports, correspondence, application forms and documentation provided for therapy purposes
  • records relating to personnel, payroll matters, recruitment, disciplinary and counselling matters for the Calm and Connected’s staff, contractors and job applicants including security clearances and police record checks
  • records relating to occupational health and safety matters including accident and injury records, compensation and rehabilitation case files
  • applications, correspondence (including decision letters), instruments of appointment, medical and patient records and other records relating to the performance of Calm and Connected’s legislative and administrative functions and activities
  • correspondence, invoices, receipts and other records relating to good and services supplied to Calm and Connected
  • correspondence, curricula vitae, remuneration and travel records and other records including membership lists relating to a range of non-statutory and statutory committees, boards, reference and working groups
  • distribution and mailing lists relating to the dissemination of Calm and Connected publications, reports, newsletters and other information of interest to individuals
  • correspondence and other documents relating to contracts, grants, allocations, funding agreements, requests for tenders and other procurement processes
  • correspondence, reports and other records relating to internal and external audits, allegations of fraud and compliance investigations
  • correspondence and other documents relating to complaints and other feedback provided to Calm and Connected
  • correspondence and other documents relating to requests for legal advice

How the Calm and Connected holds personal information

Personal information held by Calm and Connected is stored on electronic document and records management system and also on paper files in a locked storage cabinet. All systems are password protected and maintained in confidential locations. Consent is received from clients prior to sharing personal information. 

The Department stores and disposes of personal information in accordance with the Archives Act 1983.

Purposes for which personal information is collected, held, used and disclosed

The purpose for which the Department collects, holds, uses and discloses personal information will vary depending on the function and activity being taken and may include one or more of the following:

  • performing personnel functions including work health and safety obligations in relation to Calm and Connected’s staff and contractors
  • recruiting and engaging staff and contractors
  • providing therapy to clients and education based services
  • informing the design and development of Calm and Connected’s policies and programs
  • assessing satisfaction with service provision
  • undertaking compliance with legal obligations under portfolio and other legislation
  • researching and evaluating programs and activities
  • investigating and responding to complaints about service provision and payments
  • managing and responding to correspondence and enquiries from individuals and organisations

How to seek access to and correction of personal information

An individual has a right of access under the Privacy Act to personal information about himself or herself held by Calm and Connected. This right of access is subject to the entitlement of the Calm and Connected to refuse access under the Freedom of Information Act. Individuals can request access to documents containing their personal information by emailing the their therapist and/or owner. Where an individual wishes to request correction of personal information, he or she should contact their therapist and/or owner.


All complaint information is stored through an online management system electronically or in paper format. For more information please refer to Calm and Connected’s Complaints Policy.