Legal2019-05-23T08:20:08+10:00

The material within the QCOSS website is distributed as an information source and is subject to change without notice. Although every effort has been made to ensure the accuracy, currency and reliability of information, users are responsible for making their own assessment of the information within the site, and for verifying relevant representations, statements and information.

The Queensland Council of Social Service (QCOSS) disclaims all responsibility and all liability (including without limitation, liability in negligence) for all expenses, losses, damages and costs you might incur as a result of the information being inaccurate or incomplete in any way, and for any reason.

QCOSS makes no warranties that the information on the QCOSS website is free of computer viruses or other contamination. Users are responsible for ensuring information from this website or any linked website is free of viruses or other contamination.

Links to third party sites are inserted for convenience. QCOSS makes no representation or warranty regarding the content of these sites, and no responsibility is taken for the consequences of viewing and relying on this content. Third Party sites should not be seen as endorsed by QCOSS.

All content displayed on this website is the property of Queensland Council of Social Service. You may display, download and print material from this website in unaltered form for personal, non-commercial or internal use only. All other rights are reserved.

No part of this website may otherwise be reproduced or copied in any form without the written permission of Queensland Council of Social Service.

QCOSS is committed to protecting the privacy and rights of individuals in relation to their  personal information.

QCOSS complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles and takes reasonable steps to implement practices and procedures that will ensure compliance with Australian privacy laws.

Collection of personal and sensitive information

QCOSS collects personal and sensitive information that is reasonably necessary or directly related to, the performance of our services or activities. Reasons for collecting this information include:

  • To process your membership with QCOSS
  • To register your attendance at an event/workshop or for reimbursement of expenditure. This could include your contact details and financial information such as credit card or bank account details
  • For the purpose of sending information regarding the advocacy and activities that QCOSS is involved in. We may also send you information regarding upcoming events, forums or training activities that may be of interest.
  • To perform assessment against eligibility criteria for grant and/or scholarship applications
  • To participate in research QCOSS may be undertaking. An individual’s personal and sensitive information will be de-identified and reporting aggregated
  • To improve our services, for instance via the collection of information about how members respond to our emails and how many take action through our website.

The specific types of personal and sensitive information QCOSS may collect and hold includes the following:

Personal Information:  name, contact details, date of birth, financial details for payment of services and/or refunds
Sensitive Information: racial or ethnic origin.

What are the purposes for which we collect and hold personal information

We collect personal information reasonably necessary to conduct one or more of our activities or services. We will explain the purpose at the time we collect the information or as soon as practicable afterwards.

Security of personal information

QCOSS will take all reasonable steps to protect against the loss, misuse and/or alternation of the information under its control including through appropriate physical and electronic security strategies. Only authorised QCOSS personnel are provided with access to personal information.

Accuracy of personal information

QCOSS will take all reasonable steps to ensure that any personal information collected is accurate, complete and up to date.

If you believe that the information we hold is inaccurate or out of date, you can contact QCOSS and we will update the relevant information accordingly.

Use of personal information

Personal information will not be used for any other purpose without your consent, unless QCOSS is required by law to disclose that information.

We won’t sell, trade or exchange your information without permission being provided by the individual.

QCOSS will not pass on personal information to any other organisation, with some exceptions:

  • where required for financial transactions (eg. to verify credit cards);
  • in certain circumstances, QCOSS may disclose personal information to third party service providers (such as IT service providers) who assist us to administer our operations, or
  • where the information to be passed on was collected for the purpose of passing that information on, or is required by law.

From time to time, QCOSS participates in research projects, events or engages with external partners that may require the release of personal information to a third party. We will inform you if this happens and you can opt out at any time by contacting QCOSS.

For research projects QCOSS ensures that the release of information is in accordance with any instructions provided by academic ethical clearance committees; and is relevant to furthering QCOSS’s strategic vision and goals.

Refusal to provide personal information and opting out of providing personal information

If you do not provide us with the information requested or provide us with incomplete or incorrect information, we may not be able to provide our services to you.

You may opt out of any or all of our communications at any time. In order to opt out you need to contact QCOSS.

Remain anonymous/use of a pseudonym

It is your choice to provide your personal information to us. Wherever it is lawful and practicable, you have the option not to identify yourself or to use a pseudonym when interacting with us.  You can remain anonymous when using some parts of the QCOSS website or sites administered by QCOSS.

If you do not provide us with the information requested or provides us with incomplete or incorrect information, we may not be able to provide our services to you.

Accessing information

This information may be requested by contacting the Senior Manager Organisational Services in writing and we will make your information available within 30 days of the receipt of the request.

Under the Australian Privacy Principles, we can refuse a request of personal information. If we do refuse a request, we will provide the individual with a written notice that sets out the reason (unless it would be unreasonable to do so).

Privacy complaints

If you wish to make an enquiry about your personal information at QCOSS or make a complaint because you believe we may have breached the privacy code that applies to us, please contact the Senior Manager Organisational Services at [email protected] or telephone 07 3004 6900.

Every effort will be made to resolve a complaint around privacy quickly and effectively as soon as QCOSS has been made aware of that complaint.

Event registrations due to cancellation are non-refundable.

If you are unable to attend, please contact us at [email protected]. You may transfer your registration to another person. Please advise us in writing of the full name and details of the person replacing you at least 24 hours before the event starts.

QCOSS reserves the right to cancel the event under certain circumstances, such as low registration numbers. If this happens we will advise you as soon as possible and your registration fee will be fully refunded.

QCOSS is not responsible for any additional expenses you may incur if the event is cancelled. We will work with you to minimise these expenses however full reimbursement cannot be guaranteed.

Background

QCOSS recognises that from time to time members, and stakeholders may wish to complain to QCOSS over a range of issues. QCOSS recognises that collecting and analysing information around complaints is one way for the organisation to improve its services. This in turn will enhance the level of satisfaction which members, and stakeholder have in the performance of QCOSS as an organisation.

The complaints handling policy aims to provide a simple and transparent process for members and stakeholders and will include the steps which the organisation will take to collect, analyse and report on this information.

Principles

Complaints will be handled according to the following principles of fairness:

  • The right of the complainant to be heard.
  • To be informed of the reasons for decisions, and avenues for further review.
  •  Complaints may be delivered and will be received either verbally or in writing, informally or
    formally.
  • A complaint has a right to be consulted during the resolution process and to participate in
    deliberations as appropriate.

Procedures for submitting complaints.

Many simple complaints can be resolved informally and efficiently, and these types of complaints should be addressed through personal contact verbally with a staff member in the first instance. If this is considered inappropriate by the complainant then complaints may also be made directly to the Chief Executive Officer. A formal written complaint may be lodged with the Chief Executive Officer via mail or email. It should provide:

  • Specific details about the nature of the complaint
  • Contact details of the complainant being: address, phone number and where available,
    email address
  • Identify any aspects of the complaint that need to be treated as confidential.

Emailed complaints should include the words ‘CONFIDENTIAL COMPLAINT’ in the subject box and should be directed to the current email address of the Chief Executive Officer – [email protected]

All formal written complaints will be acknowledged by mail, telephone or email within 48 hours of receipt.

A complaint about a staff person should be directed in the first instance to the responsible Manager.

A complaint about the Chief Executive Officer will in the first instance be referred to the Chair of the Board.

A complaint about QCOSS as an organisation will be referred in the first instance to the Chief Executive Officer for appropriate consideration by the Board.

If the complaint is about a matter which is immediately correctable without reference to others then the staff person will take the necessary action within 48 hours or as soon as possible after this period. The complainant will then be informed.

If a complaint is more difficult to address it will be referred to the appropriate person/s who will contact the complainant within 48 hours to acknowledge receipt and while the complaint is being investigated, the complainant will be kept informed of the progress of the complaint by email or verbally weekly.

Avenues of appeal

If the issue is not satisfactorily resolved in the view of the complainant, that person should raise the issue with the Chair of the Board.

Collection, monitoring and reporting of information

Information regarding complaints will be collected in accordance with the QCOSS quality management system. This information will be provided to the Board on a regular basis for purposes of improving the organisation.

For more information or help with making a complaint contact us.