Privacy Policy

Crossway LifeCare provides support and help to individuals and families who are in tough places, struggling with life issues such as finance, relationships and mental health. We collect and use your personal information only for the purpose of providing you with the agreed service in the best possible way. Crossway LifeCare is serious about protecting the privacy of your personal information. We are bound by the Privacy Act, which guides us in our responsible handling of your personal information. Your privacy is protected by Law.

Data Collection and Storage
As a client of our services, your personal details, contact details and other general relevant information about your situation will be collected during the intake process, with your consent. We will retain this information in our password-protected database and in your file.
The staff allocated to work with you will continue to add information to your file as they continue to provide support to you.
Your file will be stored in a locked filing cabinet in a secured area. On completion of your support, we will store your file securely for 7 years (2 years on site, 5 years off-site). After 7 years, your personal information will be destroyed, as required by law.

Use and Disclosure
We collect information to enable us to understand your situation and your needs, so we can care for you in the best possible way. We also use the information to better manage and plan our services to you.
Your information can only be seen by the professionals in this service involved in your care. We have strict policies and procedures about how your information is managed and who can access your information. At all times, staff will ensure that your rights to confidentiality are respected. Your privacy is protected by law.
We will not disclose your information to any third parties without your written consent, except in the following circumstances when we can release your information:
• your personal records are required by the Court in relation to legal proceedings
• disclosing information is necessary to lessen or prevent serious harm to the health and safety of an individual or the public
• there is serious concern for the safety and wellbeing of your child
• your personal records are required by a law enforcement agency.
If any of these circumstances apply, we will advise you as close as we can to the time when the information is released.

Access and Correction
You may request access to the information stored in your file. This may include viewing the information or obtaining a summary of the information. To access your information, you can either contact your COACH co-ordinator or the Manager of Counselling and Financial Care.
In some circumstances, access to some information in the file may be withheld if there is considered a safety risk to others. If this applies, this will be discussed with you.
If necessary, you can ask to correct any information in your record that you believe to be incorrect, incomplete or misleading. You cannot request information in your file to be removed, but a correction statement can be added.

Questions and Concerns
We are committed to protecting the confidentiality of your record. Please talk to one of our managers if you have any questions or complaints about what happens to your information while you are our client.

Crossway LifeCare includes:
• C.O.A.C.H. (Community Mentoring Program)
• Counselling & Supporting Services
• B-Empowered (Financial Care Program)

Contact Us
Phone: (03) 9886 3899 or Email: lifecare@crossway.org.au