POL 1002 Privacy Policy

Our Commitment

Guide Dogs Queensland (GDQ) is a registered charity that engages in a number of activities including fundraising, marketing, and service delivery to Queenslanders who are blind or have low vision.

This policy supports GDQ’s need to collect and handle personal information while recognising each individual’s right to privacy. It ensures that GDQ collects only what is necessary for its services and functions, and handles this information responsibly and transparently.

Our Privacy Policy has been developed in accordance with the Australian Privacy Principles and the Privacy Act 1988.

Application

This policy applies to all volunteers, contractors, and employees of GDQ, or anyone handling personal information on behalf of GDQ.

1. The Kinds of Information We Hold and Collect

GDQ collects personal and sensitive information from:

• Clients and beneficiaries
• Donors and business partners
• Members and online users
• Volunteers, employees, delegates, and candidates

We only collect information relevant and necessary to our relationship with you.

For prospective employees and volunteers, GDQ may collect personal information and opinions from referees, pre-employment health data, and conduct Criminal History Checks. Information about unsuccessful candidates is securely stored for up to 18 months, after which it will be destroyed unless the candidate consents to future consideration.

If you wish to access GDQ services anonymously or under a pseudonym, please inform us. We will take reasonable steps to accommodate your request where lawful and possible, though this may limit the services we can provide.

2. How GDQ Collects and Holds Personal Information

Collection Methods
We collect personal information by lawful and fair means through:

• GDQ forms
• Telephone or email communication
• Online contact (including social media platforms such as Facebook, Twitter, Instagram, and LinkedIn)
• Product purchases
• Site visits or in-person contact
• Job or volunteer applications

We may also collect information from third parties (with your consent), such as:

• Health professionals or government agencies
• Other Guide Dog organisations
• Funding bodies

We do not collect sensitive data (e.g., racial origin, religious beliefs, political opinions, etc.) unless:

• You have given explicit consent
• It is required by law
• It is necessary to prevent a serious threat to someone’s health or safety
• It is required for legal claims
  Unsolicited Information
  If GDQ receives unsolicited personal information, we will assess whether it could have been lawfully collected. If not, the information will be de-identified or destroyed.
  Children Under 18
  We will seek parental or guardian consent before collecting any personal information from children under 18.
  Holding and Use
  Access to personal data is limited to authorised GDQ staff. We retain personal information only as long as required by business or legal obligations, and will destroy or de-identify it when no longer needed.

Donor, customer, and client information will not be released to any third party without consent.

3. Purpose of Collection, Use, and Disclosure

Personal information will only be used for the primary purpose it was collected, or with your consent. These purposes include:

• Verifying your identity
• Customer service and complaint handling
• Contractual obligations
• Providing goods or services (e.g., mobility, counselling, support, volunteering, fundraising)
• Sending program, service, or offer updates
• Obtaining feedback for improvement
• Marketing, events, and promotions
• Processing donations and grants
• Employment management
• Legal and compliance requirements

4. Accessing and Updating Your Personal Information

Access
You have the right to access your personal information, subject to legal exceptions.

Requests must be made in writing, with proof of identity, and will typically be processed within 30 days. If access cannot be granted, GDQ will provide a written explanation and outline the complaints process.

Updating
If your information changes, you can update it via:

• Email
• Web form
• Written correspondence
• Telephone

We will amend our records promptly and will never charge a fee for updates.

5. Cross-Border Disclosure

Some website functions are operated by third parties that may store data outside Australia — such as Facebook, YouTube, MailChimp, SurveyMonkey, Twitter, and Google — and these may not be subject to the Privacy Act.

6. Use of Our Website

We may collect non-personal data such as browser type, operating system, and visited pages to improve site performance.

We also use Google Analytics to analyse visits, track engagement, and improve user experience. While mostly anonymous, some data may be linked to individuals to personalise forms or pages.

7. Marketing

As GDQ receives limited government funding, we rely on community support for fundraising.

When you receive marketing communications, you will always have an “opt-out” option. If you do not opt out, we assume implied consent to continue sending similar updates.

8. Data Breach

If a data breach occurs, GDQ’s privacy response team will act promptly to contain and assess the risk.

In compliance with the Notifiable Data Breach Scheme, we will notify affected individuals if a high-risk breach occurs. If contact cannot be made directly, a public statement will be posted on our website.

9. Contact Our Privacy Officer

For questions, access requests, or complaints, contact:

The Privacy Officer
Guide Dogs Queensland
📞 07 3500 9001
📮 PO Box 5301, Brendale, QLD 4500

Complaints may be submitted to the Privacy Officer or via the online form on the GDQ website. If unsatisfied with the outcome, you can contact the Office of the Australian Information Commissioner.

Document Control

• Version: 10.0
• Issue Date: April 2024
• Authoriser: Chief Executive Officer