Privacy Policy

Protecting your rights

FLS respects your privacy and personal information, whether you are a client, stakeholder, or anyone else. FLS has obligations, and you have rights, under Commonwealth and Victorian Privacy Law. We are guided by the Australian Privacy Principles.

As a legal service, we also have legal and ethical obligations in relation to confidentiality. FLS cannot disclose any client information that has come to us in our professional capacity except with your consent or in very narrow circumstances defined by law.

Information about you that we collect

To provide services or support, we collect personal information about you. Below is the type of information we commonly collect:

• Name, date of birth, and contact details
• Family type, country of birth, year of arrival in Australia, language spoken at home
• Financial information such as housing, occupation, financial status, and income
• Sensitive information such as racial or ethnic background, criminal history, health information, English proficiency, need for an interpreter, or disability
• Information about your circumstances and the matter you are seeking advice on

Other types of information we collect include payment details for people who make donations or provide services to FLS, dietary and accessibility requirements for people attending training and events, and employment history/referee details for people applying for jobs with us.

We collect personal information directly from you unless it is unreasonable or impracticable to do so.

How we secure and store your information

FLS also takes reasonable steps to ensure personal information is protected from misuse and loss and from unauthorised access, modification or disclosure. All archived files will be stored in a secure environment, including in electronic form, that cannot be accessed by the general public and/or any person without express authority.

How we use, hold and disclose personal information

FLS collects, holds, uses and discloses personal information for the following purposes:

• to assess whether a client is eligible for assistance;
• to provide legal services, referral or arrangement of non-legal assistance to clients; in research, policy, law reform and media initiatives (with express consent)
• to answer enquiries and provide information or advice about FLS services;
• to recruit staff, contractors and volunteers;
• for planning, quality control and for the creation of anonymous case studies;
• for use in monitoring and assessing FLS services, including as part of peer review of service, and reporting to funding providers; and
• to process and respond to any complaints, and to comply with any law, rule, regulation, lawful and binding determination.

Accessing information we hold about you

You have the right under privacy law to see any personal information that FLS holds about you and to seek correction if you believe it is wrong. Please contact us at reception@fls.org.au.

Making a Query or Complaint

If you have a question or a complaint about how we manage your personal information or your confidentiality, you can contact us at feedback@fls.org.au. If you make a complaint, we will acknowledge that it has been received and action it as soon as possible, and respond within 30 days.

If you are dissatisfied with FLS’ response, a complaint can be made to the Office of the Australian Information Commissioner, or other regulatory bodies such as the Victorian Legal Services Board and Commissioner or the Health Complaints Commissioner.

Office of the Australian Information Commissioner
Tel: 1300 363 992
Complaints are made by webform: Lodge a privacy complaint with us | OAIC

Victorian Legal Services Board + Commissioner
Tel: 9679 8001
Local call: 1300 796 344
Email: consumerenquiry@lsbc.vic.gov.au
Complaints are made by webform: How to lodge a complaint | VLSBC

Health Complaints Commissioner
Tel: 1300 582 113
Complaints are made by webform: MAKE A COMPLAINT | Health Complaints Commissioner