Privacy Policy

Privacy Statement

Evergreen Support Services is committed to protecting the privacy of an individual’s personal information. The following sets out how we aim to protect the privacy of your personal information, your rights in relation to your personal information managed by us, and the way we collect, use and disclose your personal information.

In handling your personal information, we will comply with the Privacy Act 1988 (Cth) (Privacy Act) and with the thirteen Australian Privacy Principles in the Privacy Act.

We have policies and procedures in place to ensure that:

• • personal information is managed in an open and transparent way
  • the privacy of personal information of participants and staff are protected
  • we collect and handle personal information fairly
  • personal information we collect is used and disclosed for legally permitted purposes only
  • we regulate access to and correction of personal information
  • we maintain the confidentiality of personal information through appropriate storage and security.

The kinds of information we collect

Consumer personal information is collected to provide care and services.  Personal information we collect could include your:

• • name, address, telephone number and email address
  • date of birth
  • gender
  • advocate or emergency contact’s telephone number and email
  • health information
  • diversity status (ethnicity, lifestyle preferences).
  • For staff who use the Vera mobile application, we may also collect device location information, including approximate or precise location, timestamps, route points, stops, travel distance and related movement information. Further details are provided in the “Vera Mobile App – Location Information” section below.

How we collect personal information

Participant personal information may be collected from:

• • you, the participant
  • your family members or significant others
  • your advocate
  • your doctor or other service providers or facilities.

We will collect personal information directly from you unless:

• • we have your consent to collect the information from someone else
  • we are required or authorised by law to collect the information from someone else
  • it is unreasonable or impractical to do so.

You can withdraw your consent at any time by contacting us; although you should be advised that this may impact on our capacity to provide services.

Purpose of collecting personal information

Personal information is collected for the purposes of providing care and services. The information may be used to:

• • provide support services
  • enable service providers and medical practitioners to provide care and services

Disclosure of personal information

We may disclose your personal and health information, for the purpose of your care and services, to:

• • service providers who assist us in providing care and services, medical practitioners, external health agencies such as the ambulance service, hospitals, the National Disability Insurance Scheme, and other relevant government organisations
  • a person you have nominated as being your advocate, e.g. parent, child or sibling, spouse, a relative, a member of your household, a guardian, an enduring power of attorney, or a person you have nominated to be contacted in case of emergency, provided they are at least 18 years of age.

We may not use or disclose personal information for a purpose other than providing care and services, unless:

• • you have consented
  • the purpose is related to providing care and services, and you would reasonably expect disclosure of the information for that purpose
  • we believe on reasonable grounds that the disclosure is necessary to prevent or lessen a serious and imminent threat to your life, health or safety or a serious threat to public health or public safety
  • we have reason to suspect unlawful activity and disclosure is required or authorised by law.

Vera collects and stores staff location information while active-shift location tracking is enabled. Location tracking begins only after a staff member clocks in and agrees to location tracking. It may continue while Vera is minimised, the screen is locked, or the app is closed, swiped away, or otherwise not in use. Location tracking stops when the staff member clocks out, selects Stop GPS from the persistent Android notification, or uses Android Force stop. Vera does not use location information for advertising and does not sell location information.

Some technology service providers used by Evergreen Support Services may process personal information outside Australia. In particular, location coordinates submitted to Mapbox for route calculation may be processed in the United States and other countries in which Mapbox or its service providers operate. Where personal information is disclosed overseas, we take reasonable steps to ensure it is handled in accordance with applicable privacy requirements and appropriate contractual and security safeguards.

Security of personal information

We take all reasonable steps to ensure that the personal information we hold is protected against misuse, loss, unauthorised access, modification or disclosure. We hold personal information in both hard copy and electronic forms in secure databases on secure premises and on secure, cloud-based technology, accessible only by our authorised staff.

Accessing the personal information that we hold about you

Under the Privacy Act, you have a right to access your personal information that is collected and held by us. If at any time you would like to access or change the personal information that we hold about you, or you would like more information on our approach to privacy, please contact us.

To obtain access to your personal information, you will have to provide us with proof of identity. We will take all reasonable steps to provide access to your personal information within seven (7) days from your request.

Employee information

Records of current and past employees which are related to the employment relationship are managed in accordance with workplace laws. Privacy laws may apply to employee personal information if the information is used for something that is not related to the employment relationship between our organisation and the employee.

Vera Mobile App – Location Information

Evergreen Support Services operates the Vera mobile application to support staff rostering, shift attendance, timesheets, travel review, payroll administration, service delivery records and related operational requirements.

Vera collects location data to enable clock-in and clock-out verification, active-shift route recording, visited-stop identification and travel-distance calculation, including when Vera is closed or not in use during an active shift.

Location tracking begins only after a staff member clocks in, views Vera’s location disclosure, agrees to location tracking and grants the required device location permission. Android displays a persistent notification while active-shift location tracking is operating.

During an active shift, Vera may collect approximate or precise location, latitude and longitude, timestamps, location accuracy, route points, stops, travel distance and device-provided movement information such as speed, direction or altitude where available.

Once tracking has started, it may continue while Vera is minimised, the device screen is locked, or Vera is closed, swiped away or otherwise not in use.

Tracking stops when the staff member clocks out, selects Stop GPS from the persistent Android notification, disables location permission, or uses Android Force stop.

Vera uses this information for shift attendance, clock-in and clock-out verification, route and distance review, timesheet and payroll administration, service delivery records, operational auditing, invoicing and resolving enquiries about completed shifts or travel.

Location information may be accessed by authorised Evergreen Support Services personnel who require it for rostering, payroll, invoicing, compliance, service delivery, safety or audit purposes. Location information may also be processed by technology service providers that host, secure or support Vera.

Selected route coordinates may be sent to Mapbox to calculate mapped routes and travel distances. Vera does not use location information for advertising or marketing analytics and does not sell location information.

Location information is stored securely as part of Vera’s shift, timesheet, service delivery, payroll and audit records. We retain it only for as long as reasonably required for operational, legal, payroll, compliance, service delivery, audit and record-keeping purposes.

When it is no longer required, it will be securely deleted or de-identified where reasonably practicable.
Staff can stop active tracking by clocking out or selecting Stop GPS from the persistent Android notification. Staff can also control Vera’s location permission through their device settings.

Disabling location permission may prevent some attendance, route, travel or distance-related features from operating correctly.
Staff may contact Evergreen Support Services to request access to or correction of their personal information, subject to applicable legal requirements.

Volunteer records

Personal information collected and held by us in relation to our volunteers will be managed in accordance with the Privacy Act.

Privacy data breaches

In the event that your personal information is lost, stolen or subject to unauthorised access or disclosure, we will implement our Management of Data Breach Policy and Procedure. 

Privacy complaints

All complaints regarding privacy can be lodged via our complaint handling process.

At all times, privacy complaints will:

• • be treated seriously
  • be dealt with as promptly as possible
  • be dealt with in a confidential manner
  • not affect your existing obligations or affect the commercial arrangements between you and us.

You will be informed of the outcome of your complaint following completion of the investigation unless it was submitted anonymously.