The protection of your personal information is important to PeakCare.
1. About this Privacy Policy
This Privacy Policy describes how PeakCare Queensland Inc (ABN 46 517 600 227) (PeakCare) collects, holds, uses and discloses “personal information”.
“Personal information” refers to information or an opinion about an identified individual, or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies you either directly or indirectly, and is about you. For example, this may include your name, date of birth and contact details.
Additionally, in limited circumstances, we may also handle categories of “sensitive information”, which is given additional protection under the Privacy Act. “Sensitive information” is a subset of personal information, and includes information about an individual’s racial or ethnic origin, criminal record and health information. We will only collect your sensitive information with your consent or as permitted or required by law.
2. Overview of how we handle personal information
PeakCare is Queensland’s peak body for child and family services with a membership base consisting of non-government organisations involved in the delivery of child protection, out-of-home care and related services.
We are also responsible for administering mandatory and supplemental training, called the ‘Hope and Healing e-learning program’ (Hope & Healing), for foster and residential care workers in Queensland. PeakCare delivers Hope & Healing and other training using a learning management system provided by a third party platform provider.
3. What personal information does PeakCare collect?
The kinds of personal information we collect will depend on the circumstances in which you engage with us. The following section sets out some of the kinds of personal information we may collect.
Kinds of personal information we may collect
If you are nominated contact of an organisation that is a Member or Associate Member of PeakCare:
- Full name, phone number and email address.
- Details about your role and organisation.
- ABN, financial information, supporting documentation, payment information (which may be personal information if you are a sole trader).
- Signature.
If you are an individual Associate Member of PeakCare:
In addition to the above kinds of personal information:
- street and postal address;
- details about your reasons for applying for membership; and
- any documentation you provide to support your application.
If you participate in Hope & Healing as a Superadmin, Group Admin, Group Approver, Support Worker or Learner (TAFE Educator Groups):
- First and last name.
- Username.
- Email address.
- Organisation name.
- Platform usage information.
- Any information included in support tickets.
If you participate in Hope & Healing as a Learner (Carers), or otherwise choose to conduct the training:
In addition to the above kinds of personal information:
- your certificate of attainment for completion of the training;
- information about your enrolment, including user activity logs showing timestamped changes in your course enrolments and enrolment status;
- your training completion date;
- information about your completion of courses;
- your history of module completion; and
- any information you provide in pre and post training surveys.
If you are personnel of our suppliers and service providers:
- Name and contact details.
- ABN (where you are a sole trader).
- Financial and billing information (where you are a sole trader).
- Working with Children Clearance (as required)
If you are personnel of our suppliers and service providers:
- Name, gender and date of birth.
- Contact details such as postal address, email address and telephone number.
- Citizenship and right to work information.
- Employment history, professional experiences, attributes, qualifications, education history, professional certifications and/or professional memberships.
- Health information relevant to prospective employment or engagement and fitness for work.
- Any information provided to us through background checks for the purpose of considering your application, such national police and working with children checks.
- Any other information you provide when you correspond with us and/or are interviewed by us, and that is provided to us by your referees.
If you subscribe to our PeakCare e-News mailing list:
- First and last name.
- Email address.
- Where relevant, newsletter of interest (PeakCare Pulse/Hope and Healing updates)
If you participate in an online survey:
Any information that you provide in your response to the survey.
If you contact us, including via the general enquiries and feedback form on our website:
- Personal and contact details, such as your name, email address and phone number (if provided).
- Preferred contact method.
- Organisation name.
- Any information that you provide when you contact or correspond with us.
If you register and attend a PeakCare event, whether in-person or virtually:
- Personal and contact details, such as your name, email address and phone number (if provided).
- Preferred contact method.
- Organisation name.
- Any information that you provide when you contact or correspond with us.
- Payment transaction information (we do not hold credit card details)
- Images of attendees unless you advised us otherwise
If you interact with us on social media (e.g. Facebook, LinkedIn or Instagram)
- Personal details such as your name and/or alias
- Information publicly available on your profile
- Comments or interactions with posts or chats.
Our website uses cookies and other analytical tools to collect data about how visitors use our website, such as the time and date of visits to the site, pages accessed and materials downloaded. Generally, the data collected by these cookies or analytical tools does not identify you, and we will not make any attempt to identify you. We do not use website visitor data to affect website visitors, such as through targeted advertising.
4. How does PeakCare collect personal information?
We generally collect your personal information directly from you when you provide it to us voluntarily, for example, when you submit a membership application form or otherwise contact us.
In some circumstances, we may collect personal information:
- passively, such as through monitoring use of the platform used to deliver Hope & Healing; and
- from third parties, such as:
- where you participate in Hope & Healing, from the Department of Families, Seniors, Disability Services and Child Safety or from your organisation;
- where someone registers a support ticket on your behalf for access to Hope and Healing;
- where you are a job applicant or prospective employee, from your referee, recruitment agents, through background checks and publicly available sources (such as LinkedIn); and
- where you register for a PeakCare affiliated event.
5. For what purposes does PeakCare use personal information?
The following section sets out purposes for which we generally use your personal information:
Purposes for which we use and personal information
If you are personnel of an organisation that is a Member or Associate Member of PeakCare:
- Responding to and processing your organisation’s membership application.
- Providing your organisation with membership benefits.
- Maintaining the PeakCare membership register.
Supporting documentation that includes personal information provided through the application process will only be used to confirm membership eligibility, and will not be used for any other purpose.
If you are an individual Associate Member of PeakCare:
- Responding to and processing your membership application.
- Providing you with membership benefits.
- Maintaining the PeakCare membership register.
Supporting documentation provided through the application process will only be used to confirm membership eligibility, and will not be used for any other purpose.
If you participate in Hope & Healing as a Superadmin, Group Admin, Group Approver or Support Worker:
- Managing and supporting the delivery of training to Learners.
- Aggregating personal information for reporting and usage analytics.
If you participate in Hope & Healing as a Learner (TAFE Educator Groups):
- Allowing you to access training material for educational purposes.
- Aggregating personal information for reporting and usage analytics.
If you participate in Hope & Healing as a Learner (Carers), or otherwise choose to conduct the training:
- Allowing you to complete training, and holding a record of your certifications.
- Monitoring your satisfaction with course materials.
- Aggregating personal information for reporting and usage analytics.
If you are personnel of our suppliers and service providers:
Allowing us to receive goods and/or services from our suppliers and service providers, such as the provision of support for the platform used to deliver Hope & Healing.
If you are a job applicant or prospective employee:
- Reviewing and considering your application, including conducting background checks and contacting your referees.
- Keeping your details on file for a reasonable time in case there are other opportunities that may interest you, and contacting you in relation to those opportunities.
If you subscribe to our PeakCare e-News mailing list:
Contacting you directly with information and updates about our services. See “Using your personal information for marketing purposes”.
If you subscribe to our PeakCare Hope and Healing e-News mailing list:
Contacting you directly with information and updates about our services relating to training updates and opportunities.
If you participate in an online survey:
- To collect information in order to provide advocacy on a particular topic
- To collect feedback on our services.
If you contact us, including via the general enquiries and feedback form on our website:
Responding to your enquiry.
If you contact us for Hope and Healing Support via email or Jira portal:
Responding to your enquiry and provide support.
If you register for a PeakCare event:
- To confirm attendance and registration details
- Confirm dietary requirements
- Provide you information regarding the event, including post event surveys and outcomes
In the ordinary course of our operations, we may also use personal information for the following purposes:
- to send you marketing and promotional materials (see ‘Using your personal information for marketing purposes’ below);
- for general organisational purposes, including record keeping, reporting, administration, accounting, insurance, audit, training, quality assurance, identifying and improvements to our services;
- anonymising and/or aggregating personal information for reporting and analytics;
- complying with our legal and regulatory obligations;
- protecting our lawful interests;
- fraud prevention;
- managing health and safety;
- responding to and investigating incidents and complaints related to us; and
- otherwise, where permitted or required by law.
Using your personal information for marketing purposes
We may use your personal information, including your contact details, to send you your chosen newsletter(s) where you have subscribed to receive it/them.
You may opt out at any time if you no longer wish to receive our newsletter(s). You can make this request by following the unsubscribe option in our message, or by contacting us using the details at the end of this Privacy Policy.
6. Who does PeakCare share personal information with?
In the ordinary course of our operations, we may disclose your personal information to the following third parties:
- where you participate in Hope & Healing:
- your organisation;
- the provider of the platform used to deliver Hope & Healing;
- the provider of the support management platform (where support tickets include your personal information); and
- the Department of Families, Seniors, Disability Services and Child Safety;
- our other suppliers and service providers assisting in our operations;
- our professional advisors, such as our accountants, lawyers and auditors;
- legal or regulatory authorities, where authorised or required by law; and
- any other party where you have provided consent.
Overseas disclosure of personal information
We primarily process and store personal information in Australia. However, some of our third-party service providers may store or process your personal information in locations outside Australia, including United States of America for some surveys, email marketing and online collaboration tools. We will take reasonable steps to ensure that any overseas recipient will deal with such personal information in a way that is consistent with the Australian Privacy Principles.
7. How PeakCare holds your personal information
We hold personal information in digital and occasionally hard copy forms.
We implement a number of physical, administrative, personnel and technical measures to protect and safeguard your personal information we hold from misuse, interference and loss, and unauthorised access, disclosure or modification.
These measures include restricted access controls, anti-virus and anti-malware software, multifactor authentication, secure premises, staff awareness activities and audits. We also implement policies and procedures to ensure our personnel understand their obligations to comply with these requirements.
8. Your right to request access to or correction of your personal information
Hope & Healing
If you are a Hope & Healing participant, your personal information is generally managed by your organisation. You can access your personal information through your account, and you can contact your organisation with any access or correction requests. All Hope & Healing participants’ accounts are generally held indefinitely to facilitate re-engagement with the child and family services sector. You can also request to be removed from the system. If you no longer have an associated organisation, you can contact us.
General
You may request access to or correction of the personal information that we hold about you at any time using the details at the end of this Privacy Policy.
We aim to respond to requests within a reasonable time, usually within 30 days. If we refuse your request for access or correction, we will explain to you why.
We will not charge you for making a request to access your personal information, however if providing you with access is not straightforward, we may charge you a reasonable amount (which we will let you know about in advance) to cover the costs we incur retrieving your information and providing it to you.
9. You can contact us with any questions, comments and complaints
We take your privacy concerns seriously.
If you have any questions, comments or complaints regarding this Privacy Policy, your personal information, or our compliance with our privacy obligations, please contact us at:
PeakCare Queensland
GPO Box 1719
Brisbane QLD 4001
Email address: office@peakcare.org.au
Phone number: 07 3368 1050
Once we have received your complaint, we will investigate and endeavour to respond to you within a reasonable time, usually within 30 days.
If you are unhappy with our response, you can lodge a written complaint with the Office of the Australian Information Commissioner at:
Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Website: www.oaic.gov.au
10. Updates to this Privacy Policy
This Privacy Policy was last updated in September 2026.
We may update and make changes to this Privacy Policy from time to time, including to ensure that it is up to date and accurate, and the updated version will be published on our website.
