Kildonan
Premium Platinum
Lifeline are confidential and anonymous
3. Anonymity
Where possible, we will allow you to interact with us anonymously or using a pseudonym. For example, if you seek to contact us through the Online Crisis Support Chat Service, the 13 11 14 telephone service, donating to Lifeline, the Text4Good service or our general enquiries and 5 feedback online form we will not ask for your name or seek identifying information unless we need it to adequately respond to your request or to assist you. However, please see below information collected via our IT systems when you contact Lifeline’s 13 11 14, Online Crisis Support Chat or Text4Good services. However, if we do identify you in the course of interacting with you anonymously (such as through your telephone number), we may use or disclose that information to protect you or others. For example we may provide your phone number to emergency services if we think there is a risk of harm to you or another person. This is described in more detail in paragraph 6.1. The choice of how much information you provide to us is yours and depends on the purposes for which you interact with Lifeline Australia. However, if, for example, you want to subscribe to our mailing list, make a donation, apply to become a volunteer, or apply for employment with us, we require certain information from you. Our information handling practices in relation to the personal information we collect are explained below...
4. Overview of Lifeline Australia's use of personal information
We collect, hold, use and disclose personal information for the purpose of carrying out the objectives of Lifeline Australia...
We use personal information to perform activities necessary to carry out the Lifeline Australia Objectives. These activities include: • providing crisis support and suicide prevention services through Lifeline Australia’s wholly owned subsidiary;
...
5. Collection and use of your personal information
5.1 What we collect
We try to only collect personal information that is reasonably necessary for, or directly related to, an activity we are undertaking to carry out a Lifeline Australia Objective. The kind of personal information we may collect, and its uses, are described below. Information collected in providing a Lifeline crisis support service We collect information that you provide to the Lifeline telephone crisis support service, or through contact with the Online Crisis Support Chat Service or the Text4Good service. We collect this information as a result of our role in providing:
• services directly to you through Lifeline Direct; or
• administration, IT support and infrastructure to Lifeline Australia Members. For example: 8
• a Telephone Crisis Supporter will create a simple text-based electronic record of the caller's situation as told to the Telephone Crisis Supporter. The record will include the call time and duration; originating region of the call; telephone number (if unblocked);
• the IT infrastructure that supports the Online Crisis Support Chat Service will collect and retain the web-chat between you and the Online Crisis Supporter, your device's IP address, and whether emergency services were engaged. Your name and contact details are not recorded in either of the above records unless you provide them to us.
6. Disclosure
6.1 General Disclosure Practices
We do not disclose personal information to another person or organisation (including police, emergency services and other government agencies) unless one of the following applies:
• the individual has consented to the disclosure of their personal information;
• the individual would reasonably expect, or has been told, that information of that kind is usually passed to those individuals, bodies or agencies and the disclosure: 13
o in the case of personal information (that is not sensitive information) relates to the primary purpose for which is was collected; or
o in the case of sensitive information is directly related to the primary purpose for which it was collected; or
o relates to collection from a third party outlined in section 5.2, that being a charitable or other likeminded organisation, including third party service providers who facilitate the sharing of information between such types of charitable or like-minded organisations; or
o Contractors and service providers who perform services on our behalf, such as mailing houses, printers, information technology service providers, data matching and data washing service providers, database contractors and telemarketing agencies.
• the disclosure is otherwise required or authorised by law;
• we reasonably believe that the disclosure will prevent or lessen a serious and imminent threat to somebody's life, health or safety (including your own) or serious threat to public health, property or public safety;
• the individual has made threats to harm third parties;
• the individual has made threats against Lifeline personnel;
• the individual repeatedly makes nuisance contact including calls, chats or emails; or
• the disclosure is to a Lifeline Australia service provider as described below...
3. Anonymity
Where possible, we will allow you to interact with us anonymously or using a pseudonym. For example, if you seek to contact us through the Online Crisis Support Chat Service, the 13 11 14 telephone service, donating to Lifeline, the Text4Good service or our general enquiries and 5 feedback online form we will not ask for your name or seek identifying information unless we need it to adequately respond to your request or to assist you. However, please see below information collected via our IT systems when you contact Lifeline’s 13 11 14, Online Crisis Support Chat or Text4Good services. However, if we do identify you in the course of interacting with you anonymously (such as through your telephone number), we may use or disclose that information to protect you or others. For example we may provide your phone number to emergency services if we think there is a risk of harm to you or another person. This is described in more detail in paragraph 6.1. The choice of how much information you provide to us is yours and depends on the purposes for which you interact with Lifeline Australia. However, if, for example, you want to subscribe to our mailing list, make a donation, apply to become a volunteer, or apply for employment with us, we require certain information from you. Our information handling practices in relation to the personal information we collect are explained below...
4. Overview of Lifeline Australia's use of personal information
We collect, hold, use and disclose personal information for the purpose of carrying out the objectives of Lifeline Australia...
We use personal information to perform activities necessary to carry out the Lifeline Australia Objectives. These activities include: • providing crisis support and suicide prevention services through Lifeline Australia’s wholly owned subsidiary;
...
5. Collection and use of your personal information
5.1 What we collect
We try to only collect personal information that is reasonably necessary for, or directly related to, an activity we are undertaking to carry out a Lifeline Australia Objective. The kind of personal information we may collect, and its uses, are described below. Information collected in providing a Lifeline crisis support service We collect information that you provide to the Lifeline telephone crisis support service, or through contact with the Online Crisis Support Chat Service or the Text4Good service. We collect this information as a result of our role in providing:
• services directly to you through Lifeline Direct; or
• administration, IT support and infrastructure to Lifeline Australia Members. For example: 8
• a Telephone Crisis Supporter will create a simple text-based electronic record of the caller's situation as told to the Telephone Crisis Supporter. The record will include the call time and duration; originating region of the call; telephone number (if unblocked);
• the IT infrastructure that supports the Online Crisis Support Chat Service will collect and retain the web-chat between you and the Online Crisis Supporter, your device's IP address, and whether emergency services were engaged. Your name and contact details are not recorded in either of the above records unless you provide them to us.
6. Disclosure
6.1 General Disclosure Practices
We do not disclose personal information to another person or organisation (including police, emergency services and other government agencies) unless one of the following applies:
• the individual has consented to the disclosure of their personal information;
• the individual would reasonably expect, or has been told, that information of that kind is usually passed to those individuals, bodies or agencies and the disclosure: 13
o in the case of personal information (that is not sensitive information) relates to the primary purpose for which is was collected; or
o in the case of sensitive information is directly related to the primary purpose for which it was collected; or
o relates to collection from a third party outlined in section 5.2, that being a charitable or other likeminded organisation, including third party service providers who facilitate the sharing of information between such types of charitable or like-minded organisations; or
o Contractors and service providers who perform services on our behalf, such as mailing houses, printers, information technology service providers, data matching and data washing service providers, database contractors and telemarketing agencies.
• the disclosure is otherwise required or authorised by law;
• we reasonably believe that the disclosure will prevent or lessen a serious and imminent threat to somebody's life, health or safety (including your own) or serious threat to public health, property or public safety;
• the individual has made threats to harm third parties;
• the individual has made threats against Lifeline personnel;
• the individual repeatedly makes nuisance contact including calls, chats or emails; or
• the disclosure is to a Lifeline Australia service provider as described below...
