We take our responsibilities to you and your privacy seriously.

We collect information about our clients to provide the best services and to comply with legal and funding requirements. We never share information that identifies you, unless you give your permission, or if it’s required by law. You have the right to access and update the personal information we collect about you.

We respect you and your privacy. We have information explaining how we collect, hold, use and disclose your personal information, and how you can make a complaint about the way we handle this information, if you don’t think we’re managing it correctly.

These resources provide more information about how we handle privacy.

Privacy Policy and Procedure

Client Grievances and Complaints Resolution Policy

More information

What information do we collect?

Personal information can include any information about you and your circumstances that can identify you. For us, it may include referrals and assessments, case notes, information about your medical history and mental health, information about your offending history, court reports, supervision notes and case reviews.

You’ll always be informed about the personal and health information we need to collect about you, why we collect it, and how it will be used.

Why do we collect information about you?

We collect personal information about you so that we can:

  • Understand your needs and identify the program, support or assistance that’s right for you;
  • Plan and improve our services;
  • Reduce risks for clients, staff and others;
  • Manage complaints;
  • Prepare reports and funding submissions;
  • Conduct research to strengthen our work;
  • Promote our services;
  • Advocate for new services or policies; and
  • Improve awareness and understanding of people in contact with the criminal justice system.

You will never be identified in information used for planning or reporting.

Our commitments to your privacy

We will always tell you about the information we need to collect from you, why we need to collect it, and how it will be used.

Your personal information will be kept accurate, as much as possible up to date, secure and confidential.

Limits to confidentiality will be explained to you.

We will only release identifiable information about you if you agree or if we are required to by law. We may be required by law to release identifiable information if there’s a medical emergency, or if there’s a serious threat to the health and wellbeing of you or another person.

We won’t identify you if we use your information for reporting and planning.

Your rights

You can access the information that we collect about you, except when this is prohibited by law. If you believe the information we’ve collected about you is inaccurate, incomplete, misleading or not up to date, you can contact us to correct your information. We’ll respond to you within 30 days of receiving your request. 

To help us keep you information up to date, we kindly ask you to tell us promptly of any change of address, contact details or circumstances.

Clients Rights and Responsibilities brochure

Contacting us about your privacy

We welcome your questions about the way your information is being handled. If you have a question about your personal information, or want to change or access it, please contact your caseworker, or Vacro’s Privacy Officer, on (03) 9605 1900.

Complaints about your privacy

If you aren’t satisfied with the way we deal with your concerns, you have the right to make a formal complaint.

Health Services Commissioner

Complaints and Information

Phone: 1300 582 113

Email: [email protected]

Website: www.health.gov.au/hsc

Australian Privacy Commissioner

Phone: 1300 363 9922

Email: [email protected]

Website: www.oaic.gov.au

Victorian Ombudsman

Phone: 1800 806 314

Email: [email protected]

Website: https://www.ombudsman.vic.gov.au/

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