1.    Introduction
The Good-Will.au (referred to as ‘Good-Will.au’, ‘we’, ‘our’, ‘us’ in this document) is committed to protecting your privacy and handling your personal information in accordance with our legal obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). 

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This Privacy Policy describes how the Good-Will.au collects, handles, uses and discloses your personal information. 

We may update this Privacy Policy from time to time, including when our information handling practices change. Updated versions will take effect when they are published on our website at www.good-will.au. 

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2.    What we collect
The Good-Will.au may collect personal information about you when it’s reasonably necessary for, or directly related to, our functions or activities. More information about what we do is available on our website.

We may collect sensitive information about you:
    where you consent
    when the collection is authorised or required by law
    where the collection is otherwise allowed under the Privacy Act.

 

The kinds of personal information we collect depends on our relationship and interactions with you. This may include:
    identity information such as name and date of birth 
    address
    contact details
    bank account details
    payments or services we provide 
    communication preferences, such as if you require an interpreter, and the types of news you would like to receive from us
    information about family and other related persons, including nominees or authorised representatives
    The kinds of sensitive information we may collect include health information such as: functional impairment or disability and goals for your Good-Will.au plan.

 

3.    Why we collect personal information  
We collect, hold, use and disclose your personal information for the following purposes: 
a.    To deliver the Good-Will.au services, which includes:
    helping people with a disability to, among other things, access supports and services
    collecting, analysing and exchanging data about disability and the supports for people with disability
    undertaking research and evaluation relating to disabilities, the supports for people with disability and the social contributors to disabilities
    to comply with our legal obligations
    to engage with providers and participants, including by providing information about services and supports that may be available to participants.

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b.    To make decisions about the Good-Will.au including:
    requests to participants, or any other persons, for information to be provided to the Good-Will.au for the purposes of preparing and reviewing participant plans, for ensuring the integrity of the Good-Will.au and for the recovery of debts

 

c.    To conduct our operation of the Good-Will.au including general business functions, such as
    recruitment and security assessment of prospective staff (including employees and contractors) 
    managing employees 
    managing contracts and funding agreements
    fraud and compliance investigations
    audits (both internal and external)
    complaints (including privacy complaints), feedback or enquiries made to the Good-Will.au
    surveillance when you visit any of the Good-Will.au physical locations 
    telephone calls in and out of the Good-Will.au offices
    requests made under the Freedom of Information Act 1982 (Cth)
    legal matters, which may include obtaining legal advice from internal and external lawyers.

 

4.    How we collect information
We collect personal information when you provide it to us, for example when you:
    apply for and use our services
    contact us to make an enquiry or provide feedback, including through our websites or social media platforms
    participate in one of our surveys 
    request communications from us or subscribe to our newsletters
    interact or engage with us through our website, social media platforms, or Participant research activities
    complete any forms
    attend our events or information sessions 
    visit, mail or telephone our offices
    become a supplier or contractor that provides a service or product to the Good-Will.au
    otherwise interact with us.

 

We may collect your personal information indirectly:
•    via manual or electronic visitor sign-in and security surveillance at our offices
•    from third parties, including: your authorised representatives, our contracted service providers, when you interact with us online or through digital channels. 

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5.    Online and digital interactions

5.1    Cookies
Cookies are small data files transferred onto computers or devices by websites for record keeping purposes and to enhance functionality on the website. Most browsers allow you to choose whether to accept cookies or not. If you do not wish to have cookies placed on your computer, please set your browser preferences to reject all cookies before accessing our website. However, please note that if cookies are disabled, this may affect certain features that personalise our website.

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5.2 Good-Will.au website   
When you visit our website, we use cookies to collect the following kinds of information:
    your IP address
    the date and time of your visit
    the pages you accessed and the documents you downloaded from our website
    your top level domain name (such as .com, .org.au)
    your network location name (such as your internet service provider or organisation's name)
    your email address (if you provide it)
    any cookies that your browser has presented to our server.

 

5.3 social media
We use a number of social media platforms such as Facebook, LinkedIn and others.  We may collect your personal information when you communicate with us via these platforms.

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Third party social media service providers may collect your personal information for their own purposes. The Good-Will.au is not responsible for the privacy practices of third-party providers and encourages you to check the third-party websites for more information about their terms of service and privacy policies.

 

5.4    My Good-Will.au App
The Good-Will.au Participant Mobile Application (mobile app) named my Good-Will.au app is for Good-Will.au participants and their authorised representatives to view plan information and supports funded through the Good-Will.au. We will collect personal information from you when you use the mobile app, including when you upload supporting documents, provide information or feedback to us.

 

5.5    Event registration 
The Good-Will.au uses third party service providers (including third party platforms) to manage ticketing, registration and promotion of Good-Will.au events. 

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If you visit and register for our events using third party services, your information will be sent to servers used by those third parties, which may be located in Australia or overseas. 

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When registering for a Good-Will.au event via a third party, you must agree to their Terms of Service, read their Privacy Policy and agree that the third party can share your information with us. 

 

5.6    Third party websites
The Good-Will.au 's website may contain links to other external websites. Linked websites are outside of our control and are not covered by this Privacy Policy. We make no representations or warranties in relation to the privacy practices of any third-party website owners or operators.

Links to external websites do not constitute an endorsement or recommendation of any material on those sites, or of any third-party products or services offered by, from or through those sites.

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6.    Use and disclose personal information

6.1    General use and disclosure purposes
We use and disclose personal information where it is reasonably necessary to enable us to perform our functions and activities. Some examples include:
    delivering the Good-Will.au and our related functions (for example, quality assurance purposes, training or education, and purposes related to improving our services)
    referrals to external providers of supports for Good-Will.au participants, or sharing information with support coordinators, plan managers or recovery coaches where this is required for services included in an approved Good-Will.au plan
    monitoring and investigating security risks
    when we engage a contractor to provide Good-Will.au services on our behalf.

 

6.2    Communication and engagement activities
Your personal information may be used to provide you with information and news about the Good-Will.au, our services and events.

Communications may be sent by the Good-Will.au (or our contracted service providers), including via third party platforms in various forms including email, SMS, phone or post, in accordance with applicable laws governing these activities including the Privacy Act and Spam Act 2003.

You can opt out of these communications and our mailing lists by using the opt out mechanism included in the communications (usually by clicking the 'unsubscribe' button in the email), or by contacting us using any contact method below.

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6.3    Feedback
We may use your personal information to seek feedback from you regarding your level of satisfaction with our services.

 

6.4    Other purposes
We will generally only deal with your personal information for the primary purpose for which it was collected.
If we need to use or disclose your personal information for another purpose, we will only do so where:
    you have given consent
    this is authorised or required by law, or
    as otherwise permitted under the Privacy Act.

 

6.5    Third party disclosures
The kinds of third parties to whom we may disclose your personal information include (but are not necessarily limited to):
    our contracted service providers who deliver services to us or on our behalf
    our professional advisers (for example, lawyers, auditors and consultants)
    law enforcement agencies (such as the Australian Federal Police);
    other state, territory or Commonwealth government agencies (such as the Australian Taxation Office, the Department of Social Services or Services Australia), courts and tribunals,

 

Where possible, we will seek to de-identify information before providing it to a third party outside the Good-Will.au.

We rely on contracted service providers and professional advisors to undertake certain roles on our behalf. These third parties have access to our records and may use those records to facilitate your access to the Good-Will.au or to implement your Good-Will.au plan. When we engage such third parties, we put arrangements in place, including contractual agreements where possible, to ensure that your personal information is protected.

 

6.6    Overseas disclosures
We may engage contracted service providers who are located or store data on servers outside Australia, for the purposes of:
    performing functions or activities on our behalf, or
    delivering services to us (for example, third party platform providers).
    We may also disclose your personal information to overseas recipients, where: 
    you have consented to the disclosure
    the disclosure is required or authorised by law, or
    the disclosure is otherwise permitted under the Privacy Act. 

 

However, you may contact us to find out which countries, if any, your information has been given to.  

 

7.    Storage and security
We store personal information in a range of hard copy and electronic forms.
All hard copy records are held in Australia.

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All personal information in digital records is held in our cloud storage on servers located in Australia. The Good-Will.au retains effective control over any personal information held on those servers.

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We take all reasonable and appropriate steps to protect personal information from misuse and loss, as well as from unauthorised access, modification or disclosure, including by: 
    taking reasonable steps to destroy, delete or de-identify personal information that is no longer needed for business purposes, subject to any legal requirements to retain it.

 

8.    Accessing and correcting your personal information
You have a right to request access to personal information we hold about you, and to request its correction. We will respond to requests for access or correction within 30 business days.

There are a number of ways to access and correct your personal information. To request access to, or correction of, your personal information:
    please contact our office to discuss your request, and/or 
    email us to make a request under either the Privacy Act, the Freedom of Information Act 1982 (FOI Act), or another arrangement.

 

We may need to verify your identity before processing your request.

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We will respond to access and correction requests within 30 business days. We must give you access to or correct your personal information unless an exception under the Privacy Act applies. If a request is refused:
    we will provide you with reasons for the decision
    in the case of a refusal to correct personal information – you may request that we associate with the information a statement reflecting your view that the information is inaccurate, out of date, incomplete, irrelevant or misleading.

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9.    Privacy complaints
If you think the Good-Will.au may have breached our privacy obligations in relation to the handling of your personal information, you may make a complaint by contacting us using the contact details set out below.

 

Your complaint should be made in writing and include contact details for communicating with you, and all relevant details to enable us to understand, investigate and assess the matter.

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We will respond to your complaint within a reasonable timeframe. We are committed to quick and fair resolution of any complaints and will ensure your complaint is taken seriously. You will not be victimised or suffer negative treatment if you make a complaint.

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If you are not satisfied with the outcome of the complaint or the way it was handled by us, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC). Further information about how to do this is available on the OAIC website. 

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The OAIC is independent of the Good-Will.au and has the power to investigate complaints about possible interferences with a person’s privacy. It is usually best to contact us first about any privacy concerns. This is because the OAIC will generally ask us to investigate the matter first and provide it with our findings concerning the matter.

We comply with the Privacy Act in handling privacy breaches and will notify affected individuals and the OAIC of serious data breaches where appropriate.
 
10.        Contact us

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10.1    General enquiries and requests to access or correct personal information

If you would like to:
    ask questions about how your personal information is collected, held, used or disclosed
    ask questions about this Privacy Policy, or request a copy of this Policy in another format (e.g., hard copy)
    obtain access to or seek correction of your personal information
    please contact the Good-Will.au using the following contact details:
    email: info@Good-Will.au   
    post: Good-Will.au, PO Box 84, Pyrmont NSW 2009

 

10.2    Privacy complaints
If you wish to make a complaint about a breach of your privacy, please contact the PO Box 84, Pyrmont NSW 2009using the following contact details:
•    email: info@Good-Will.au  
•    telephone: 1800 800 110
•    online: Contact and feedback form | Good-Will.au

 

10.3    Accessibility services
If you need assistance contacting the Good-Will.au through the National Relay Service (a service provided by the Australian Government to assist people who are Deaf or have a hearing or speech impairment) call 1800 555 677. 
 
10.4    Phone calls from the Good-Will.au
If you are ever unsure about whether a person calling you is from the Good-Will.au, or one of our partners, before you give them any information, you should ask the person to verify your Good-Will.au reference number. Alternatively, you should take their name and number and call the Good-Will.au back. 

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If you think you may have been contacted by someone wrongly claiming to be from the Good-Will.au, please contact us by emailing info@Good-Will.au.

Good-Will.au 
Follow us on our social channels
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For people who need help with English
TIS: 131 450
For people who are deaf or hard of hearing
TTY: 1800 555 677
Voice relay: 1800 555 727
National Relay Service: relayservice.gov.au

 

This page current as of 14 February 2025