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, and travel distance, where required for shift attendance, travel, timesheet, payroll, service delivery, compliance, or audit purposes.

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 your workers location while shift location tracking is active, including when the app is in the background if you allow background location access. This is used for shift attendance, travel distance, timesheet, payroll, and service delivery records. Vera does not use location for advertising and does not sell location data.

We will not disclose your personal information to an overseas recipient.

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, payroll review, service delivery records, and related operational requirements.

When staff use Vera’s shift location features, Vera may collect and process device location information. This may include approximate or precise location, latitude and longitude, timestamps, location accuracy, route points, stops, travel distance, and related device-provided movement information where available.

Vera uses location information to support shift attendance, clock-in and clock-out verification, route and distance review, timesheet and payroll administration, service delivery records, operational auditing, and resolving queries about completed shifts or travel.

Where a staff member starts or uses shift location tracking, Vera may collect location data while the app is open. If the staff member has granted background or “Always Allow” location permission, Vera may also collect location data while the app is minimised, the screen is locked, or the app is running in the background, but only for the purpose of active shift-related location tracking.

Vera does not use location data for advertising, marketing analytics, or selling personal information. Location data is not sold.

Location information may be accessed by authorised Evergreen Support Services personnel who need it for rostering, payroll, invoicing, compliance, service delivery, safety, or audit purposes. It may also be processed by secure technology service providers who host or support the Vera system, and may be disclosed where required by law, regulation, funding body, or government authority.

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

Staff can control location permissions through their device settings. If location permission is disabled, some Vera shift, travel, attendance, or distance-related features may not work correctly.

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.