Parkes Meals on Wheels Privacy Policy

Parkes Meals on Wheels (MOW) is committed to protecting your privacy. We collect, use, and store personal and sensitive information solely for the purpose of ensuring our clients receive the best possible service. Information relating to clients, staff, and volunteers is managed with the highest level of confidentiality.

The information we collect allows us to carry out client assessments, prepare care plans, maintain accurate records, and continue providing high-quality services and programs.

What Information We Collect

We may collect personal details including:

Name, phone numbers, physical and/or email addresses.
Information relevant to client services, such as age, dietary requirements, medical conditions, disabilities, or special needs.
Details from client assessments and reassessments.
Payment information provided for service fees (e.g., details visible on bank statements). This financial information is retained only as required for processing and recordkeeping.

Client interviews and assessments are carried out in private, either in the client’s home or another appropriate location. Information is limited to what is necessary to provide safe, effective, and tailored services.

Clients are informed of their rights regarding privacy and confidentiality. They may choose to withhold certain information or request that it not be shared with the Department of Health (DoH). Where information is shared with My Aged Care, written consent is obtained.

How We Collect Your Information

Personal information is collected directly from clients, their advocates, staff, or volunteers through written and/or verbal communication. Parkes Meals on Wheels does not purchase data or collect it from third parties. We take all reasonable steps to ensure information is accurate, complete, and up-to-date.

How We Use and Share Your Information

Personal information is used only for the purposes of providing Meals on Wheels services and complying with legal and regulatory requirements. We do not share information with third parties without your consent, except in the following circumstances:

To the Department of Health for the purpose of My Aged Care reporting.
With another service provider, but only with your written consent.
In emergencies, to next-of-kin or an authorised delegate (e.g., Enduring Power of Attorney).
Where safety concerns or suspected abuse exist, staff may inform emergency services or make referrals without the client’s consent, in line with duty of care obligations.
Where required by law, including subpoenas or legal proceedings.

How Your Information Is Stored

All personal and sensitive information is securely stored to prevent loss, misuse, unauthorised access, or disclosure. This includes:

Locked filing cabinets at the Parkes Meals on Wheels office.
Password-protected computer systems accessible only to authorised staff.

Information is held only for as long as required. Client information is generally retained for five years after service ceases, and destroyed after seven years unless required for archiving.

Who Can Access Your Information

Access to personal information is limited to authorised staff and volunteers who require it to perform their duties.

Clients have the right to access their own personal information and request corrections if details are inaccurate. Written requests will be responded to within five working days.

When files must be used outside the office for work purposes, they are handled securely and kept non-identifiable wherever possible.

Staff and Volunteer Information

Staff and volunteers are made aware of privacy and confidentiality obligations when they commence with Parkes Meals on Wheels.
Staff and volunteers must not share client details with anyone outside the service without permission.
Personal information about staff and volunteers is only retained if relevant to their role, and is stored securely.
Contact details of staff or volunteers are not shared with clients or other organisations without consent.

Sensitive Information

Parkes Meals on Wheels may collect sensitive information (e.g., medical conditions, disabilities, or dietary requirements) to ensure services meet client needs. Only relevant information is kept and reviewed regularly to maintain accuracy.

Anonymity

Where practical, clients may choose to remain anonymous in dealings with Parkes Meals on Wheels. However, full anonymity may limit the services that can be provided.

Contact

For more information about this policy or to request access to your personal information, please contact: parkes@parkesmow.com.au