- Acknowledgement of Country
- Child Protection
- Feedback and Complaints
- Incident Management
- Individual values and beliefs
- Information Management
- Privacy and Dignity
- Translation and Interpreting Policy
We wish to acknowledge the traditional custodians of the land, the Ngunnawal people. We wish to acknowledge and respect their continuing culture and the contribution they make to the life of this city and this region. We also acknowledge all other First Nations Peoples on whose land we operate.
1. Policy Purpose
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. This policy is intended to describe how a participant can access an independent advocate and our role in supporting this process.
It is your right to have an independent advocate support you when interacting with us. We are fully committed to these rights and as such are able to assist you in finding an advocate if required. Please speak to a member of staff if you require help in finding an independent advocate, or contact any of the following organisations for their assistance with this process:
ACT Disability Aged Carer Advocacy Service (ADACAS)
Phone: (02) 6242 5060
Advocacy for Inclusion Incorporated
Phone: (02) 6257 4005
National Disability Advocacy Program (NDAP)
Use the Disability Advocacy Finder:
Child Protection Policy
1. Policy Purpose
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. This policy is intended to describe our child protection obligations and how they are managed.
2. Child Protection
In addition to our mandatory statutory reporting obligations all of our staff have a responsibility to act to protect children and young people from abuse and neglect. As such it is our (and our staffs) role to do the following:
- Call the Police on 000 to report when there is an immediate risk of harm or threat to life to a child or young person.
- Achieve our mandatory reporting obligations by reporting suspected non-accidental injury or sexual abuse of a child or young person to Child and Youth Protection Services using the following contact details:
Phone: 1300 556 728 (mandated reporters – 24/7)
Phone: 1300 556 729 (voluntary reports/general public – 24/7)
- Respond in accordance with the guide – Keeping Children and Young People Safe: A shared community responsibility – A guide to reporting child abuse and neglect in the ACT
- Help recognize where suspected abuse and neglect has occurred.
- Protect children and young people from abuse by providing appropriate responses.
- Facilitate a child or young person in seeking help.
- Provide support to the child or young person.
- Assist a child or young person in developing skills for non-coercive, positive relationships.
- Complete training on reporting processes on an annual basis.
When there is an investigation of child abuse and/or neglect of a young person by the Child and Youth Protection Services and/or the Australian Federal Police our staff will provide full cooperation with them.
3. Our Responsibilities
Our senior management team is responsible for implementing this policy and ensuring the actions and procedures to support compliance with the Children and Young People Act 2008 are followed.
In the provision of our services our staff have contact with children and their families and are therefore responsible for complying with mandatory reporting obligations. This includes notifying Child and Youth Protection Services when they reasonably believe that a child or young person has encountered, or is experiencing, non-accidental physical injury and/or sexual abuse.
Additionally where our staff fall under voluntary reporting obligations of the Children and Young People Act 2008, they are expected to report suspected abuse or neglect of a child or young person.
As an organisation we are committed to providing a safe and positive environment for all our participants and will review this policy regularly.
4. Child Protection Legislation and Definitions
We are committed to being compliant with the legislation for the protection and wellbeing of children and young people – Children and Young People Act 2008 (ACT).
The definition of key terms used in this policy, such as ‘children’, ‘young person’, ‘abuse’, ‘neglect’, ‘mandated reporters’, ‘voluntary reporters’ should be considered to match those described in the following guide:
This guide is available from the following sources:
- Child and Youth Protection Services on 1300 556 728
This guide forms the overarching basis for our actions in circumstances involving abuse or neglect that occurs to a child or young person.
5. Contact Details
To discuss this policy or how it is applied please contact us using the following details:
- Speak directly with a staff member
- Submit a feedback form on our website: www.houseonthehillpaediatricot.com.au/feedback
- Send an email: firstname.lastname@example.org
- By phone: 0497 902 173
- By post: Child Protection, House on the Hill Occupational Therapy Pty Ltd, 5 O’Hagan Street, Latham, Canberra, ACT, 2615
For complaints about this policy or how it is applied please refer to our Complaints Policy.
Feedback and Complaints Policy
1. Policy Purpose
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. This policy is intended to provide information regarding our feedback and complaints processes in relation to the services we provide. We will treat all feedback and complaints seriously, sensitively and confidentially, furthermore we are committed to using this information to improve our services.
Both positive and negative feedback about our services is encouraged and is important to help us understand how we can make our services better. Feedback can be provided by any of the methods listed in section 4. of this policy.
In the first instance we recommend that anyone wishing to make a complaint does so directly to a member of staff. Should a complaint not be resolved satisfactorily or promptly it will be escalated to our senior management team.
A complaint can be submitted to us by any of the methods listed in section 4. of this policy.
After a complaint has been submitted to us (and when the complainant has provided contact details), we will acknowledge our receipt within 2 working days and update you on it’s status as regularly as practicable. Complaints or grievances will be responded to as soon as possible and within 28 days of the initial acknowledgement. If a full response cannot be provided within 28 days of the acknowledgement an update stating the expected response timescale will be provided.
The following organisations can be contacted should you feel dissatisfied with how the complaint has been handled:
NDIS Quality and Safeguards Commission
Complaints about NDIS service providers or the support they provide can be made at any time to the NDIS Commission using the following contact details:
- Online: www.ndiscommission.gov.au
- By phone: 1800 035 544
National Disability Insurance Agency
The NDIA or Commonwealth Ombudsman should be contacted directly if the complaint is specifically about the NDIA, using the following contact details:
- By phone: 1800 800 110
- By email: email@example.com
- By phone: 1300 362 072
- Online: www.ombudsman.gov.au
Through administering fair trading legislation Access Canberra protects and helps the community and businesses in the ACT. Access Canberra provides consumer information and ensures businesses are informed of their responsibilities and obligations under the Australian Consumer Law. Access Canberra is also responsible for responding to complaints about businesses operating in the ACT.
Complaints to Access Canberra can be made using the following contact details:
- By phone: 13 22 81
4. Contact Details
Listed below are the methods by which you can provide feedback and complaints:
- Speak directly with a staff member
- Submit a feedback/complaint form on our website*: www.houseonthehillpaediatricot.com.au/complaints
- Send an email: firstname.lastname@example.org
- By phone: 0497 902 173
- By post: Feedback and Complaints, House on the Hill Occupational Therapy Pty Ltd, 5 O’Hagan Street, Latham, Canberra, ACT, 2615
*If you would like to submit your feedback or complaint on our website anonymously please use the following details (these fields are required to validate the form before it can be sent):
Telephone: 0497 902 173
Email Address: email@example.com
Message: <– this should be your actual content for the feedback/complaint you would like to tell us about –>
Information Management Policy
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. As such your privacy and right to control how your personal information is collected and used is of vital concern to us.
1.1 Who is this Information Management Policy for?
The intended audience for this Information Management Policy is as follows:
- A person for whom we may have been given or hold personal information.
- An individual who is, was or wants to be employed by us.
- A consultant, contractor, vendor or supplier of services or goods to us.
1.2 The Privacy Act 1988
The Privacy Act 1988 (the Privacy Act) and it’s 13 Australian Privacy Principles (APPs) regulate how Australian Government agencies and some organisations handle personal information.
This information management policy is written in line with both the Privacy Act and the APPs that apply to APP entities.
For further information about the Privacy Act visit the Office of the Australian Information Commissioner (OAIC) website.
1.3 House on the Hill Occupational Therapy Pty Ltd and privacy
This Information Management Policy describes our compliance with the Privacy Act. In providing our services we may collect, hold, use or disclose your personal information, and we are committed to only do this in accordance with the Privacy Act. The Privacy Act only applies in the event of us receiving personal information about you.
1.4 Information covered under this Information Management Policy
This Information Management Policy is applicable to all personal information collected by us, including that collected through our websites, social media and information shared with us by other service providers. This Policy covers how we collect, hold, use and disclose your personal information, including any financial information you provide to us.
1.5 Information held by contractors
Should contractors (including sub-contractors) be involved in our service provision they will be contractually bound to comply with the same privacy requirements as us.
2. Our personal information handling practices
2.1 Collection of personal information
We may collect personal information from you, your representative or a third party (e.g. schools or other service providers), using various methods including electronic and paper correspondence.
Your personal information records will relate to your service provision with us and we will only ask you for personal information which we need. This is in accordance with the Privacy Act which requires that we collect information for a purpose that is reasonably necessary for, or directly related to, a function or activity we provide.
The Privacy Act requires us to notify you of matters including the following when we collect personal information:
- Our information collection purposes.
- Any individual/organisation to whom the information is usually disclosed.
- When there is a requirement or authorisation by law to perform the collection.
We may provide these notifications via Privacy Notices included in our onboarding process and other paper/electronic based mechanisms.
2.2 Types of personal information collected and held
Depending on the context of the collection we may collect and hold the following types of personal information in performing our service provision:
- Name, address and contact details (e.g. phone and email).
- Information about your/your childs’ identity (e.g. date of birth).
- Video/audio recordings and photographs of you/your child.
- Personal circumstances information (e.g. marital status, age, gender, occupation and relevant information about your partner or children).
- Financial information (e.g. bank account details, payment details).
- Employment information (e.g. name of your workplace).
- Information about your background (e.g. your preferred language to speak).
- Government identifiers (e.g. Medicare number).
- Information about assistance provided to you under the NDIS.
Where appropriate we may also collect and hold sensitive information about you/your child including:
- Your childs’ ethnic/racial origins.
- Your childs’ health (e.g. your childs’ medical history and any injury/disability your child may have).
- Information about the supports or services your child receives or has received, including those under the NDIS.
- Information about the people who provide supports or services to your child.
2.3 How we collect and hold personal information
We collect personal information through various methods including:
- Paper-based forms.
- Electronic forms (including online forms).
- Face to face meetings.
- Telephone communications.
- Email communications.
- Our website.
- Our social media websites and accounts.
We hold personal information in formats including paper-based and electronic records. To ensure your personal information is held and disposed of securely we store it in line with the Australian Government records management regime, this includes the Archives Act 1983, Records Authorities and General Disposal Authorities.
2.4 Purposes for which personal information is collected, held, used and disclosed
We collect and hold personal information for purposes relating to our service provision including:
- Performing personnel and employment activities relating to our staff/contractors.
- Performing any required legislative and administrative functions.
- Complaints handling.
We will provide information about our collection purposes at the point of collection and we will only use/disclose this information for our primary collection purposes. We will only use your personal information for secondary purposes where we are able to do so in compliance with the Privacy Act. Where we have your consent or where we are otherwise legally able or required to do so, we may disclose personal information collected and held by us to other relevant parties, including the following:
- Regulatory bodies.
- Professional associations.
- Other Commonwealth, state or territory agencies.
- Another service provider.
- A school or educational establishment.
- A medical or GP facility.
2.5 Accessing and correcting your personal information
Under the Privacy Act you have the right to both access personal information held about you and request corrections to it if you think the information is incomplete, inaccurate, out-of-date, misleading or irrelevant. We may however decline access in some circumstances, as set out in the Privacy Act (e.g. where the personal information held is an opinion, not an objective fact).
Accessing or correcting the personal information we hold about you can be sought by contacting us using the contact details contained in section 5.2 of this Policy.
2.6 Accidental or unauthorised disclosure of personal information
An accidental or unauthorised disclosure of personal information will be taken seriously and dealt with promptly. If we have reason to suspect a data breach has occurred, we will undertake an assessment in accordance with the Notifiable Data Breach Scheme. Should we determine there has been an eligible data breach, we will notify you as soon as reasonably practicable.
2.7 Data security
Only authorised personnel have access to personal information held by us. Personal information contained in both electronic and paper records is protected in line with Australian Government security policies. Audits are conducted to ensure we adhere to our protective and computer security policies.
2.8 Our website
Our website is administered by our own technical staff. Personal information is generally only collected by us from our website where a person has chosen to provide it. Some technical information, which does not reveal your identity, may be recorded if you visit our website. This includes the date/time of your visit to our website, your IP or server address and your general locality. This information is used only for internal purposes. We would only attempt to identify you from your browsing in exceptional circumstances, such as an investigation into the inappropriate use of the website.
If a feature of our website is provided by third parties they may capture and store your personal information outside Australia. We are not responsible for the privacy practices of these third parties and encourage you to research their policies and make your own decisions regarding their reliability. Our website may also contain links to other websites, of which we are not responsible for their content and privacy practices. It is your responsibility to research and assess the reliability of the material found and the privacy policies of any other websites you visit.
Cookies are a technology used to maintain contact with a user throughout a website session. A cookie is a small file stored by your web browser software on your computer when you access a website. If we provide a cookie to a user browsing our website it allows us to identify them individually.
2.10 Electronic communication
You should be aware of the risks involved when sending personal information to us electronically (e.g. via email or our website). Although there are still risks involved with other communication methods such as phone calls or post, you can use these if you prefer. We will only use/disclose any personal information provided, such as email addresses, for it’s primary provision purpose.
2.11 Disclosure of personal information overseas
Your personal information may be disclosed by us to overseas recipients in the following situations:
- Providing personal information to overseas consultants where consent has been given for this or we are legally able/required to provide this information.
- Providing personal information to recipients using a web-based system where data is stored on an overseas server.
- Providing personal information to foreign governments and law enforcement agencies (in limited circumstances and where authorised by law).
To find out if we have given your information to another country please contact us using the contact details in section 5.2 of this Policy.
3.1 Making a complaint
Please contact us using the contact details in section 5.2 of this Policy or via the complaint form on our website if you believe we may have breached your privacy rights.
3.2 Our complaints handling process
If you provide us with your contact details we will respond to your complaint/request promptly. We take complaints seriously and are committed to resolving them quickly and fairly. We can assure you that by making a complaint you will not suffer negative treatment.
3.3 Making a complaint to the Office of the Australian Information Commissioner (OAIC)
If you are dissatisfied with how we initially handled your complaint or wish to make a privacy complaint against us, you can also contact the OAIC to make a complaint. Please visit the OAIC website for further information about their privacy complaint process. If you complain directly to the OAIC rather than us, they might recommend you attempt complaint resolution with us in the first instance.
4. Information Management Policy updates
This Information Management Policy will be reviewed regularly and updated as required.
5. How to contact us
5.1 Requests to access or correct personal information and general enquiries
In the event of any of the following please contact the House on the Hill Team using the contact details set out in section 5.2 of this Policy:
- Question how your personal information is collected, held, used or disclosed.
- Obtain access to or seek correction of your personal information.
- Ask questions about this Information Management Policy.
- You would like to complain about a breach of your privacy.
- To receive a free copy of this policy in a different format (e.g. hard copy, different language).
5.2 Contact details
Telephone: 0497 902 173
Post: Enquiries, House on the Hill Occupational Therapy Pty Ltd, 5 O’Hagan Street, Latham, ACT, 2615
Privacy and Dignity Policy
1. Policy Purpose
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. We are fully committed to ensuring participants are aware and supported in their ability to exercise their rights and responsibilities.
2. Policy Objectives
The intention of our Privacy and Dignity policy is to provide direction to the organisation and staff to ensure each participant’s right to privacy and dignity is both respected and upheld at all times. This means participants have the right to access supports that:
- Respect and uphold their dignity and right to privacy.
- Respect their values, beliefs, culture and diversity.
- Promote, uphold and respect their legal and human rights.
- Are without discrimination, abuse, violence or neglect.
3. Our Responsibility
It is our responsibility to do the following:
- Inform you about your rights and uphold them.
- For the supports we provide we will assist participants to maximise their independence, make informed choices and exercise control.
- Provide supports in a way that promotes, upholds and respects participants’ rights to self determination, freedom of expression and decision making.
- Deliver services to participants which support their needs and goals, are safe, appropriate and culturally relevant.
- Ensure our service provision accounts for and is respectful of participants’ culture and lifestyle as well as their religious and linguistic preferences.
- Act towards participants respectfully, without discrimination and with dignity, courtesy and fairness.
- During our service delivery we should provide adequate time for participants to seek advice (if required) and consider and assess their support options.
- Provide details about our services, support options and fees, as well as alternative support options, both internal and external to us.
- Support a participants’ choice in accessing an independent (or otherwise) advocate.
- Respect participants’ right to intimacy, sexual expression and autonomy.
- Uphold participants’ with the ways in which they engage with their family, friends and community.
- Engage with participants about decisions regarding both their supports and our policies/programs.
- Ensure participants have the right to experience and learn from situations, including where an element of risk is involved.
- Safeguard participants personal information and only use it for the reasons for which it was collected.
- Assist participants in providing us with complaints and feedback about our services.
- Address complaints, feedback and enquiries about participants’ supports promptly.
- Where necessary, assist participants to connect with services external to us including advocates, interpreters and translators.
- Assist with the provision of participants having a person to speak on their behalf.
- Ensure we always portray participants positively in all public facing mediums.
- Ensure we interact with participants in an age appropriate and respectful manner.
- Ensure participants will be communicated about in a positive and accurate manner, upholding their human dignity.
- Ensure participants are treated with discretion, dignity, confidentiality and respect when dealing with matters involving their personal care.
4. Participants’ responsibility
It is the participants/families responsibility to do the following:
- Supply us with details that will assist us to best support you.
- Behave safely and respectfully towards our staff and other participants using our services.
- Inform us of relevant changes, or if you can’t keep an appointment/commitment with us.
- Pay our invoices for fees associated with your services promptly.
- Provide us with feedback concerning our service and any improvements we can make.
- Inform us as soon as possible if you wish to terminate our services with you.
5 Privacy and Dignity Procedures
The following procedures are intended to be carried out by staff in the delivery of services and supports when necessary (e.g. parent/carer is not present).
5.1 Assistance with Personal Care
When assisting a participant with matters involving personal hygiene, help should be provided by staff in the least intrusive way and whenever possible they should promote a participants independence.
When a staff member is required to assist a participant to complete personal hygiene tasks, they should do so individually and not interact with other staff members during this time.
Our personal hygiene facilities are all private (not shared) and staff should observe the following:
- Only one staff member should provide assistance to a participant and ensure doors are closed for the duration of the task.
- In the unlikely event that a staff member should require assistance from another staff member, the assisting staff member should knock on the door to gain entry permission and if the participant refuses their entry they should respect their wishes, unless there is a risk to the participant or staff members safety.
- Any contact between staff members and participants should be consented to and involve minimal physical contact.
- Any cultural or religious expectations for dealing with privacy should be met by staff at all times.
5.2 Sexuality and Human Relationships
Participants’ privacy is respected in relation to their lifestyle choices and staff members should support these.
Staff members should respect participants’ rights to maintain human relationships and develop/express their sexuality.
Staff should support the following in relation to participant’s personal relationships and sexual expression:
- Support participants to express their lifestyle choices suitably and where appropriate choose partners.
- Provide details (where appropriate) or be able to refer participants to another support/advisory agency.
6. Privacy and Complaints
We treat all Privacy complaints confidentially, should a participant want to make a complaint they should refer to our Complaints Policy. Our Privacy and Dignity policy does not stop a participant from making a complaint to the OAIC at any time.
Translation and Interpreting Policy
1. Policy Purpose
House on the Hill Occupational Therapy Pty Ltd, ABN – 93 623 368 963 (“us”, “we”, or “our”) are an Occupational Therapy provider that specialises in the provision of paediatric services. This policy is intended to describe how a participant can access translation and interpreting service and how we can facilitate this process.
2. Translation and Interpreting
Should you require an interpreter or translator to assist your communication with us, one can be made available for free, please make this request to a member of staff. If would like to make your own arrangements for an interpreter or translator please use the following contact details:
Translating and Interpreting Service (TIS)
Phone: 131 450
To assist those who are are deaf or have a hearing or speech impairment, the National Relay Service can be used to communicate with us using the following contact details:
TTY (telephone typewriter) service phone: 133 677
Speak and Listen (speech-to-relay) users phone: 1300 555 727
Internet relay users can make an internet relay call through the National Relay Service website.