Aboriginal and Torres Strait Islander Healing Foundation Limited (The Healing Foundation) is committed to protecting the privacy of individuals who visit our website.

This policy explains how we collect, use, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles {APPs).

Scope

This policy applies to all visitors and users of our website, www.healingfoundation.org.au.It covers information collected through online forms, interactions, and digital services.

Collection of Personal Information

• You may browse our website without providing personal information. We may collect personal information when you:
• Subscribe to newsletters or updates.
• Register for events or programs.
• Contact us via forms, email, or phone.
• Use secure login areas.

The information collected may include your name, contact details, login credentials, and, where relevant, sensitive information such as health or cultural information. Sensitive information will only be collected with your consent or where required by law.

We also automatically collect non-identifiable information (e.g., browser type, device, IP address, pages viewed) to analyse usage trends and improve our services.

Use and Disclosure of Personal Information

We use personal information only for the purposes for which it was collected, including:

• Delivering programs, services, and information you request.
• Communicating with you about events and initiatives.
• Conducting research, reporting, and evaluation.
• Ensuring website security and performance.

We will not use or disclose your information for secondary purposes without your consent, unless required or authorised by law.

Third-Party Service Providers and Cross-Border Disclosure

We may engage third-party providers (e.g., IT hosting, payment processors, analytics) to support our services. These providers will have access only to the information necessary for their function and are bound by strict confidentiality obligations.

If personal information is stored or processed outside Australia, we will take reasonable steps to ensure it is protected in line with the APPs.

Data Security and Retention

We take reasonable measures to protect personal information from misuse, loss, and unauthorised access or disclosure. This includes secure systems, restricted access, and staff training.

Personal information is retained only as long as necessary for its purpose and securely destroyed or de-identified when no longer required.

Access and Correction

You have the right to request access to the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or outdated. Requests can be made in writing to our Privacy Officer (see Contact section). We will respond within a reasonable period and will not charge for access or correction requests.

Complaints

The Healing Foundation is committed to handling complaints fairly, respectfully and in a culturally safe, trauma-informed way. We welcome feedback about our services, staff conduct and organisational practices, and we aim to make our complaints process accessible to everyone.

Your right to complain

If you are unhappy with any part of our service, you have the right to make a complaint. We will listen respectfully, respond fairly, and handle your complaint in a culturally safe, trauma-informed and confidential way. You can make a complaint yourself or ask someone to support you.

Who can make a complaint

Anyone can make a complaint, including community members, stakeholders, employees, contractors and volunteers.

Complaints can be made:

• verbally
• in writing
• through a support person or representative

What you can expect

When you make a complaint, we will:

• treat you with respect, fairness and confidentiality
• respond in a culturally safe and trauma-informed way
• acknowledge your complaint within 5 business days
• work to resolve the matter as quickly as possible, usually within 30 days where practical
• keep you informed about the progress of your complaint
• explain the outcome clearly, including any available review or appeal options
• We will take reasonable steps to ensure that no one is disadvantaged for making a complaint.

How to make a complaint

You can make a complaint in any of the following ways:

• Online: complete the Contact Us form on our website and select “Feedback” as the enquiry type
• Phone: 02 6272 7500
• Email: info@healingfoundation.org.au
• Post: PO Box 4363, Kingston ACT 2604

Information to include

To help us respond to your complaint, please include:

• your name
• your contact details
• your preferred contact method
• details of your complaint
• any supporting documents
• the outcome you are seeking

Support and accessibility

We want our complaints process to be easy to understand and accessible to everyone.

If you would prefer, you can ask another person or organisation to support or represent you in making your complaint. This could include a family member, advocate, legal representative, community representative or another trusted person.

Review and further action

If you are not satisfied with the outcome of your complaint, you may ask for a review. In some cases, an external review or investigation may also be available.