- Information we collect
- Information we hold
- How we use and disclose information
- Information we share
The Continence Foundation of Australia receives or collects information when we operate and provide our Services, including when you install, access, or use our Services.
Why we collect information
We will only collect information that is required to carry out our function and activities. All personal information collected by us is handled with care and diligence.
How we collect information
We will only collect personal information about you with your prior knowledge and consent. We collect personal information by phone, email, online, through apps or in documents including but not limited to membership application forms, event registration forms and resource orders.
What types of personal and health information we collect
We may collect information such as your age, current and previous addresses, contact details, membership, subscription, occupation, workplace, dietary requirements and donor history or credit card details. The Foundation manages the National Continence Helpline and clinical services and through its business individuals or their representative may provide us with sensitive (health) information to carry out our required functions and activities.
Cookies contain a unique identifier that enables us to track the number of unique visitors to the site, and their user journey. Cookies cannot identify you personally with this information, nor can this information be matched to any personal information to identify you. They can be blocked or deleted through your browser, however some parts of our site will not function correctly if cookies are disabled. There are no third-party cookies.
By using or browsing our websites and apps you consent to the collection and use of any information collected by the cookies for web analytics software utilised by our websites, such as Google Analytics.
What happens if you don’t provide all this information?
You are free to provide (or not provide) any information you choose. However, if you do not provide some or all of the personal information requested, we may not be able to offer you services or products, allow you to participate in Foundation events, or provide you with information about our cause, events, programs and projects.
Information collected specifically when using our Apps
- Your name/alias. You may provide your name/profile name within the settings of the App. We do not make any further use of this information, nor distribute it to third parties.
- Your due date. You provide us with the due date of your growing baby. We only use this information to calculate the progress of your pregnancy, and to display information appropriate for your stage of pregnancy, including alerts if you chose to enable them. We do not use this information for any other purpose, nor distribute it.
- Customer Support. You may provide us with information related to your use of our Services, including how to contact you so that we can provide you with customer support. For example, you may send us an email with information relating to our app performance or other issues.
Automatically Collected Information
- Usage and Log Information. We collect service-related, diagnostic, and performance information. This includes information about your activity (such as how you use our Services), log files, and diagnostic, crash, website, and performance logs and reports.
- Device and Connection Information. We collect device-specific information when you install, access, or use our Services. This includes information such as hardware model, operating system information, browser information, IP address, mobile network information, and device identifiers.
- Third-Party Providers. We work with third-party providers to help us operate, provide, improve, understand, customize, support, and market our Services. For example, we work with companies to distribute our apps, provide our infrastructure, deliver our products, provide other systems, supply map and place information, process payments, help us understand how people use our Services, and to market our Services. These providers may provide us with information about you in certain circumstances; for example, app stores may provide us reports to help us diagnose and fix service issues, and web analytics software such as Google Analytics help us identify and improve our websites.
Personal and health information
The Foundation holds personal information about:
- its members
- donors to the Foundation
- members of the public who contact the Foundation or the National Continence Helpline to discuss information on incontinence and related matters, or request printed information be sent to them
- course attendees
- App / LMS users
- registered users of the website or forum
- registered participants/delegates of conferences and similar events
- consumers who receive comprehensive continence assessment, management, review and care through the Foundation’s Clinical Services
Accuracy and security
The Foundation will take all reasonable steps to ensure that the personal information collected, used and disclosed is accurate, complete and current.
Individuals/organisations that have provided personal information can assist by notifying the Foundation of changes to their personal details.
The Foundation will endeavour to maintain a secure system for storing personal information including encryption of credit card details. All reasonable steps will be taken to protect the personal information provided by individuals from misuse, loss and unauthorised access, alteration, or disclosure. Personal information that is no longer used or relevant will be destroyed or de-identified.
Unfortunately, data transmissions over the internet cannot be guaranteed to be totally secure. Therefore, the Foundation cannot warrant the security, integrity or privacy of the personal information submitted in this way.
We will only disclose personal information for direct marketing purposes with the expressed consent of an individual or organisation. We provide an easy to follow opt out option to enable the discontinuation and prevention of any further communications from us.
Access and correction
You have a right to access and, if necessary, to correct, complete or update the personal information provided to and held by us. Should you wish to access your personal information, make a correction, or seek further information about privacy, please contact:
The Privacy Officer
Continence Foundation of Australia
Suite 1, 407 Canterbury Road
Surrey Hills VIC 3127
Tel: (03) 8692 8400
Email: [email protected]
We may need you to provide more information about your concern, eg personal identification documentation (such as driver's license or passport) and a written request for access may be required.
If your concern is bona-fide, we will investigate the issue and endeavour to provide you with a written response within 28 days of receipt of your written query. Sometimes we might not be able to provide you with a written response within the timeframe specified. If that is the case, we will contact you and explain the reason for the delay and give you a new timeframe for a written response.
Anonymity and pseudonymity
In transactions with us, we prefer that individuals provide personal information due to practical reasons, such as the delivery of information and referral to local services. Where lawful and practicable, we will agree to the option of individuals not identifying themselves or using a pseudonym.
External contractors and Third-Party Providers
Our staff usually handles personal information; however, certain functions may be outsourced to contractors. It is understood that these contractors are required to comply with the Privacy Act 1988 and the Australian Privacy Principles (enhancing Privacy Protection Act 2012) in all respects.
We will only use personal information provided by you for the purpose for which it is collected. This may include helping us to operate, provide, improve, analyse, evaluate, understand, test, customize, support, and market our Services.
• Our Members Services. We provide members with the services required, and administer and manage these member services, including charging, billing, and collecting and paying debts
• Information Requests. We use your information to assess and respond to you regarding specific requests for information and feedback when you contact us
• Participation. We enable individuals to participate in activities or promotions
• Reporting. We create aggregated de-identified data, such as age, gender and other statistics, to comply with the Foundation's reporting requirements to the Australian Government specifically government-funded projects and the operation of the National Continence Helpline and other Clinical Services including Commonwealth Home Support Programme (CHSP) and National Disability Insurance Scheme (NDIS) services
• App Services. We provide app services and associated maintenance, improvement, customisation and updates
• No Third-Party Banner Ads. We do not allow third-party banner ads on any of our Apps or websites. While we have no intention of introducing them, in the event that we do, this policy will be updated
• Delegate lists. We collect your contact information to ensure your requirements as a delegate at any of our conferences and events are met. This includes your name’s inclusion on a list of delegates attending these events. You can opt out of appearing on these lists by ticking a specific field on our registration forms, or by contacting our conference organiser.
We will not disclose personal or sensitive (health) information to a third party unless it is:
• necessary to provide the services or information requested
• to meet the purpose for which it was collected
• to the extent necessary, to carry out the uses set out above
• required by law; or consented to by the individual providing the personal information
We do not disclose personal or sensitive information overseas.
You share your information as you use our Services, and we share your information to help us operate, provide, improve, understand, customize, and support our Services.
Sensitive information is subject to greater restrictions
1. The Foundation may collect, use, disclose, store and handle personal information about Clinical Services clients who receive comprehensive continence care for the primary purpose of providing health services to them, managing the supply of these services, and where necessary and with permission, sharing it with other health service providers and health professionals, who may be able to further assist the client, in accordance with the Information Privacy Act 2000 (IP Act) and the Health Records Act 2001 (HR Act).
2. We will process client’s personal information so that it is ‘de-identified’ and no longer identifies the client, and using that de-identified information for internal research purposes, statistical purposes or to improve the health services offered.
3. We will fulfil any legal obligations e.g. the Continence Foundation of Australia may be required by law to disclose personal information to law enforcement agencies, courts or regulatory bodies to meet our public health obligations.
4. It is the responsibility of the client, or client’s authorised representative, to provide the Foundation, in writing, any revocation of this consent as soon as possible where applicable.
We work with third-party providers to help us operate, provide, improve, understand, customize, support, and market our Services. When we share information with third-party providers, we require them to use your information in accordance with our instructions and terms or with express permission from you.
The Foundation is committed to responding to all complaints fairly. We recognise complaints can provide valuable feedback on the provision of our services. If you are not satisfied with our handling of your personal information, you may make a complaint to our Privacy Officer by telephone on (03) 8692 8400. Your complaint will be attended to within 30 days.
Should you feel that your complaint has not been properly managed or adequately resolved by the Foundation, complaints may be directed to the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
Sydney Office GPO Box 5218 Sydney NSW 2001
Canberra Office GPO Box 2999 Canberra ACT 2601
Tel: 1300 363 992. If calling from outside Australia call: + 61 2 9284 9749.
TTY: 1800 620 241 (this number is dedicated for the hearing impaired only, no voice calls)
Email: [email protected]
For freedom of information (FOI) requests in relation to information held by the Office of the Australian Information Commissioner (OAIC) email [email protected] or contact 1300 363 992.
For questions or feedback in relation to the OAIC's Information Publication Scheme (IPS), contact Director, Communications and Corporate by email at [email protected] or on 1300 363 992.
Editorial material is copyright and may not be reproduced without permission. Requests should be emailed to [email protected].
The Foundation does not represent or warrant that any files obtained from or through our websites are free from computer viruses or other defects. Any such files are provided and may be used on the basis that the user accepts all responsibility for any loss, damage or other consequence resulting directly or indirectly from the use of those files.
Our Services may be accessed and used worldwide. The Foundation makes no representation that the content used in any of our Services complies with the laws of any country outside Australia. If you access our Services from outside Australia you are responsible for ensuring that your access to, downloading of, use of, or reliance on the content contained in any of our Services is compliant with all laws in the place in which you are located.
The Foundation uses a range of social media accounts to inform, engage, communicate with and learn from stakeholders and the world wide community.
The Foundation social media team may choose to follow organisations and individuals involved with, or actively discussing relevant issues. Individuals and organisations choosing to follow the Foundation may be followed, friended or your posts shared or connected to in return, but the Foundation only contacts individuals who have initiated the communication through social media.
You may request that the Foundation stop following you by a request to the account, emailing [email protected] or by blocking the Foundation’s account using the block function in the relevant social media account. You are reminded that social media operates in a public space on the internet and most interactions are publicly viewable and searchable over time. For more information on how best to manage your interactions visit the social media account’s host website (e.g. www.facebook.com).
The Foundation social media team responses should be considered as comparatively informal especially when they are dealing with enquiries and direct messages sent via our social media accounts. The Foundation has formal procedures for providing support and can only respond to emails, post and phone.
The Foundation social media team periodically monitors accounts during business hours (Australian Eastern Time). The accounts may also be intermittently monitored outside business hours subject to staff availability; we reserve the right to remove any posts not complying with acceptable use.
Our Apps are published by the Continence Foundation of Australia Ltd (“Continence Foundation” or “We” or “Us“), ABN 84 007 325 313, registered to Suite 1, 407 Canterbury Road, Surrey Hills 3127, Victoria, Australia.
By downloading or otherwise accessing the Apps you agree to be bound by the following terms and conditions (“Terms“). If you do not agree with these Terms, you should stop using the App immediately.
Use of App
Use of our Apps is at your own risk.
Our Apps and the material presented on them:
• are made available for your own personal use and cannot be used for any commercial, illegal or unauthorised purpose
• are provided for information purposes only; and
• have been designed as a general guide only and do not constitute medical advice, nor are they intended to be relied on for medical treatment or health and fitness advice
We strongly recommend you seek the advice of a health professional before undertaking any exercise referred to in our Apps. When using the Apps, you agree not to:
• attempt to gain unauthorised access to the Apps or any networks, servers or computer systems connected to the Apps; or
• modify, adapt, translate or reverse engineer any part of the Apps or re-format or frame any portion of the pages comprising the Apps
The copyright in all material contained on, in, or available through the Apps including all information, data, text, sound, photographs, graphics and video messages, the selection and arrangement thereof, and all source code, software compilations and other material (“Material“) is owned by the Foundation. All intellectual property rights are reserved.
You can view, print or download extracts of the Material for your own personal use but you cannot otherwise copy, edit, vary, reproduce, publish, display, distribute, store, transmit, commercially exploit, disseminate in any form whatsoever or use the Material without the Foundation’s permission.
All logos and names used in conjunction with our Apps and the Foundation logo and name are trademarks registered to the Foundation and/or the intellectual property of the Foundation and you cannot use, copy, edit, vary, reproduce, publish, display, distribute, store, transmit, commercially exploit or disseminate them without the prior written consent of the Foundation.
Though every effort has been made to ensure that the information presented is accurate and up to date, users should carefully consider the content's accuracy, currency and relevance for their purposes. Users should note that, over time, currency and completeness of the information may change.
To the maximum extent permitted by the law:
The Foundation will not be liable for, and you release the Foundation from and against, any claim, liability, loss or damage whatsoever in relation to your use of our Apps or the content of the Apps, whether arising in contract, tort (including negligence), equity or otherwise and this release shall be binding on you, your heirs, legal representatives and assigns.
1) Without limiting the foregoing, the Foundation will not be liable for any:
i) death, personal injury, damage or miscarriage; or
ii) special or indirect or consequential loss, including without limitation loss of revenues, profits, contracts, business or anticipated savings or any other economic loss, or any loss of goodwill or reputation.
2) Any implied warranties, terms and conditions relating to the Apps (whether implied by statue, common law or otherwise) are excluded, including (without limitation) any warranty, term or condition as to accuracy, completeness, satisfactory quality, performance, fitness for purpose or any special purpose;
3) The Foundation accepts no responsibility for any technical failure of the internet and/or the Apps, or any damage or injury to users or their equipment as a result of, or relating to, their use of the Apps; and
4) The Foundation gives no warranties that the Apps or content will be continuously available, or fault free, or that they are accurate, reliable, suitable, complete or of a particular quality.
You agree to indemnify the Foundation in full and on demand from and against any loss, damage, costs or expenses you may suffer or incur directly or indirectly resulting from your use of the Apps including without limitation in respect of any illness, bodily injury, death, miscarriage or loss of any kind or nature whatsoever.
The Foundation reserves the right to suspend or cease providing any services relating to the Apps published by it, with or without notice, and shall have no liability or responsibility to you in any manner whatsoever if it chooses to do so.
These terms and conditions are governed by the laws of the State of Victoria, Australia and you irrevocably and unconditionally submit to this jurisdiction.
If any provision(s) of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision(s) shall be construed, as nearly as possible, to reflect the intentions of the parties (as reflected in the provision(s)) and all other provisions shall remain in full force and effect.
The Foundation reserves the right to update these Terms from time to time, including to take into account new laws, regulations, practices and technology. If we do so, the updated version will be effective immediately, and the current Terms are available through a link in the Apps to this page. You are responsible for regularly reviewing these Terms so that you are aware of any changes to them and you will be bound by the new terms upon your continued use of the Apps.
The Foundation’s failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to by the Foundation in writing.