Privacy policy

Privacy Statement

The UnitingCare Queensland privacy policy explains the how, what, when and why of the Personal and Sensitive Information that we collect, hold, use and disclose when you interact with our services. This includes Health Information. We take your privacy seriously, and are committed to treating your Personal Information in accordance with the Privacy Act 1988 (Cth) and other relevant State and Territory laws that govern the use of Personal Information.

Personal Information Collection Notice

UnitingCare Queensland  Limited including but not limited to its affiliated brands of BlueCare, UnitingCare Health and UnitingCare Community. UnitingCare Queensland collects your personal information so that we can provide you with safe, high-quality and appropriate services, including health, aged care, disability and community services.

Entity Name: UnitingCare Queensland Limited   
ABN:  84 675 001 493    
Address: Level 5, 192 Ann Street, Brisbane QLD 4000
Postal: GPO Box 45, Brisbane QLD 4001
Email: privacy@ucareqld.com.au
Phone: 07 3253 4000

Types of information we collect  

We collect personal information when you interact with us in person, online or by telephone. The type of information collected depends on your enquiry and may include:

• identifying  information (e.g., name, date of birth, address, phone and/or email)
• health and medical information (e.g., medical history, diagnoses, treating practitioners)
• emergency contact details and supported decision maker information.

How we collect information   

We collect your personal data before, during and after service delivery, depending on the type of service you receive and the nature of your enquiry.

• completing admission
• making a donation or registering a fundraiser
• making an enquiry
• apply for employment or volunteering roles
• provide feedback or lodge complaints.

Where necessary and permitted, we may also collect information from third parties such as your authorised representative, health providers or family members.

Is collection required or authorised by Law?

In some circumstances, we are required or authorised by law to collect certain personal details. This may include obligations under relevant aged care, health, fundraising, or other applicable legislation.

Where this applies, we will only collect the details necessary to meet those legal requirements. In other cases, the collection of personal data is voluntary, however if you choose not to provide certain information, we may be unable to provide you with the requested services, support or information.

Purpose of Collection 

We collect your personal information for purposes including:

• replying to an enquiry about services we deliver
• providing and coordinating care, treatment and support services
• administrative activities such as billing, account management, service monitoring and evaluation
• meeting our legal and regulatory obligations
• contacting you about support services, events, volunteering opportunities, or fundraising activities
• collecting, actioning and replying to feedback
• fundraising, marketing and volunteering communications (where you have opted in)

What happens if we do not collect your personal information? 

We endeavour to collect information directly from you and with your consent. Providing certain details may be voluntary however, if you do not provide required information, we may be unable to respond and in some cases, this could mean we are unable to deliver services to you.

Privacy Policy 

Our Privacy Policy contains information about how you can access and request a change to your personal details or lodge a complaint about how your information has been handled.

Third-party service providers    

We may disclose certain personal information to third-party service providers that support our operations, as well as to government regulators where required or authorised by law.

These service providers may include:

• customer relationship management (CRM) systems
• email marketing and communication platforms
• payment processors
• analytics providers
• other technology providers 

These providers may access personal information such as your name, contact details and communication preferences for purposes including managing newsletters, service updates, event invitations, fundraising communications and other permitted activities.

We take reasonable steps to ensure that all third-party service providers handle personal information in accordance with the Australian Privacy Principles, including through contractual arrangements and appropriate security measures.

Overseas disclosures

Some of our third-party service providers store or process personal information in overseas locations.

For example, our email marketing platforms including Mailchimp, Sitecore Send and Campaign Monitor (these may change from time to time) may store data in jurisdictions such as the United Kingdom and the United States.

Where personal information is disclosed overseas, we take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles, including through contractual arrangements and appropriate security measures.

More information

If you have any questions or concerns, would like to correct your Personal Information, or you wish to make a complaint about a breach of the Act, please get in touch. 

We take your privacy very seriously, so we are always ready to listen. If you are not happy with the way we collect, use, hold, or disclose your information you are welcome to lodge a complaint. To do so, please contact: