Why do we collect personal information?
Our mission is to always be there for the community delivering the highest standard of aeromedical and rescue services to those in need. We are supported in this mission by the people in our community, who provide funds and other support.
The personal information we request from our supporters in the community is limited to the information that is reasonably necessary for us to accomplish our mission. This could include activities such as:
• Fundraising – seeking or processing financial support through activities such as sponsorships, donations, workplace giving, purchase of merchandise, or participation in an event, raffle, contest or other activity,
• Community awareness – informing you about aspects such as our operations, activities, campaigns, causes, products and events.
The kind of information we collect will depend on your relationship with us (eg as a donor, business partner, event attendee or online user of our website). It may include information such as:
• your name, gender, mailing address, email address, telephone number, employment details, birthdate or credit/debit card information,
• your support history and communication preferences, including household relationships (to avoid mailing double-ups),
• medical or dietary information that you provide in connection with your attendance at an event.
Can I choose not to supply personal information?
Where possible, we will allow you to interact with us anonymously or using a pseudonym. For example, if you telephone us with a general query regarding an upcoming event, you will have the option of not providing your name unless we need it to adequately handle your question.
However, for most of our activities we usually need your name and contact information. If you choose not to provide this, then we may not be able to properly handle your request. For instance, if you do not provide us with all of the personal information we request when making a donation or purchasing merchandise, we may not be able to process that payment or issue you with a tax-deductible receipt or tax invoice.
How do we collect information?
There are a number of ways we collect personal information:
Directly from you
You may provide us with personal information:
• In person (eg when you purchase a raffle ticket, attend an event or have your photo taken)
• Via forms completed either on paper or online (eg when you make a donation)
• On the telephone (eg when you call us to register for an event or join the Rescue Club)
• Via email (eg when you pledge support or request to be on a mailing list)
• Online (eg when you register for our newsletter, provide feedback or purchase merchandise).
Through our website
We analyse and report on website statistics through Google Analytics. This helps us to understand the site and the browsing habits of those that view it. Better understanding usage and traffic helps us to make improvements within our site, and assists the diagnosis of problems, security or support issues. This process will identify the IP address of web users with reports created and stored in an anonymous format.
For further details regarding the information we will request if you use our website, please see our website Terms and Conditions.
Through our social networking platforms
We use social networking services such as Twitter, Facebook, Instagram and YouTube to communicate with the community about our work. When you communicate with us using these services we may collect your personal information, but we only use it to help us communicate with you and the wider community.
The social networking service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for Twitter, Facebook, Instagram and YouTube on their websites.
Through our mailing lists, donations and event registrations
From third parties
Occasionally to assist our fundraising and communication, we may collect information indirectly through third party events, research or purchase of printed and digital directories or online websites to make approaches to individuals and organisations.
How do we use personal information?
The purpose for which we collect all personal information is to process your support of the Westpac Rescue Helicopter Service. This support may take different forms, including participating in workplace giving, fundraising or simply keeping up-to-date with our activities. When you provide us with your personal information, we will use it for the specific purpose it was collected.
In addition, we may use your personal information for the related purpose of sending you marketing materials about Operations and/or Fundraising which we think may interest you as a supporter. You can opt-out of receiving these marketing communications at any time by calling us (1800 155 155) or writing to us (firstname.lastname@example.org). We will also ensure each electronic message we send (e.g. by e-mail, SMS, MMS or online instant message) includes a method that enables you to tell us you do not want to receive future electronic marketing material.
Who do we disclose personal information to?
We use a number of third party service providers to whom we disclose personal information. These include providers that help us to:
• create and manage technology including our website, social media platforms, CRM database, payment systems and event partners,
• produce communications materials such as a newsletters, certificates and honour boards to recognise donors and supporters.
We only disclose your personal information to these service providers to the extent necessary for them to provide the services, and we seek to include privacy requirements in our contracts with each provider.
Our employees are also obliged to respect the confidentiality of any personal information to which they have access.
How do we hold personal information?
We will take reasonable steps to ensure the security, integrity and privacy of personal information provided to us.
We store personal information with third party providers, with Blackbaud Raiser’s Edge CRM database being our primary point of storage for personal information relating to fundraising and community engagement. We take steps to ensure our providers have appropriate security arrangements in place.
Any personal information we hold in hard copy form is limited and securely stored for processing, record-keeping and back-up purposes only.
The measures we have in place to address security and risk management include administrative, physical and technical safeguards such as a network firewall, encrypted transmission of electronic data, up-to-date anti-virus software, regular monitoring of all network traffic, and access control policies on electronic data including authorisation of user log-ins and password levels. For payment information we receive, our third party provider uses SSL technology.
In the interests of maintaining complete supporter records, we do not delete personal information unless you request us to.
How can you access and correct personal information?
You have a right to request access to your own personal information that we hold. Any request for access must be made in writing and directed to General Counsel and Company Secretary via email@example.com so that we can respond to your request within a reasonable period.
You also have the right to request that your personal information be corrected, and we encourage you to contact us via email (firstname.lastname@example.org) or telephone (02 4952 0000) if the personal information we hold about you requires updating.
Do we disclose personal information to overseas recipients?
We do not directly disclose personal information to any overseas recipients. The third party service providers to whom we disclose personal information are located in Australia. If those third party service providers process your information outside Australia (including but not limited to New Zealand and the United States of America), we take steps to ensure there are appropriate privacy and security arrangements in place.
How can I make a complaint?
If you have any concerns regarding our handling of your personal information, please put these in writing to General Counsel and Company Secretary via email@example.com. We will determine what action (if any) we should take, and will respond to you as soon as we can.
If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner.
Revision, Feedback and Contact Details
Please contact us via:
General Counsel / Company Secretary Northern NSW Helicopter Rescue Service Ltd PO Box 230 New Lambton NSW 2305
Ph: 02 4952 0000
Policy last revised: March 2021