Privacy and Confidentiality Policy
Lifeline WA recognises the importance of protecting your privacy. Please view our Privacy and Confidentiality Policy by following the link below.
Complaint Management Policy
To view the Lifeline WA Complaint Management Policy click the button below.
Commitment to Child Safety & Wellbeing
Lifeline WA is committed to creating a child safe organisation, by creating an environment where children and young people are protected, feel safe and have their voices heard about decisions that affect their lives. To achieve this aim, Lifeline WA is guided by the National Principles for Child Safe Organisations.
Donor Management Policy
Overview
Lifeline WA’s work is only possible because of generous Western Australians who choose to make donations and support our fundraising and marketing campaigns. Therefore, it is crucial that we maintain secure and accurate records of our supporters. Lifeline WA recognises that the security of donors’ personal information is critical and embraces the Australian Privacy Principles.
Lifeline WA manages donors’ personal information in accordance with our Privacy Policy. This policy should be read together with our Privacy Policy, which provides more general information about how Lifeline handles personal information.
How donor’s personal information is collected
Lifeline WA collects personal information supplied to us, such as name, address, phone, email, date of birth and bank/credit card details to process donations and promote fundraising campaigns.
Lifeline WA may also collect personal information through public sources, the purchase of commercial lists or third parties contracted to provide us with services.
Use of personal stories
To educate donors and the public about the services provided by Lifeline WA, it is necessary to share stories about personal experiences.
By submitting a personal story through Lifeline WA’s website form, you consent to its publication on the website. Lifeline WA reserves the right to edit or delete submissions that, in its sole discretion, are deemed to be abusive, obscene or otherwise inappropriate.
We reserve the right to modify or edit stories that are too long.
When using a personal story for feature in a fundraising or marketing campaign, Lifeline WA will only publish your story and/or imagery with your prior written consent.
Types of personal information collected from donors
Lifeline WA may record information including, but not limited to, name, address, telephone number, email, gender and date of birth.
Lifeline WA suggests that you provide a date of birth as a security measure for future use to confirm your identity should you wish to access or update your information. Lifeline WA will specifically request your date of birth when you provide bank or credit card details.
Lifeline WA suggests that you do not send sensitive information or credit card numbers via email or facsimile because these mediums are not secure. Lifeline WA cannot be held responsible if you choose to provide your personal information to us via these mediums.
Lifeline WA will offer donors the opportunity to remain anonymous where practical.
You may be photographed when you attend public events involving Lifeline WA. Wherever practical, we will seek to obtain your written consent prior to using the image obtained.
How we store donor’s personal information
Lifeline WA stores donors’ personal information in a Customer Relationship Management Database. Lifeline WA will undertake all reasonable steps to ensure the secure storage of personal information provided in both soft and hard copy.
Credit card and bank details provided for regular donations are stored securely and are encrypted in our database and third-party payment gateway. This information may only be accessed by authorised staff.
If bank or credit card details were provided for the purpose of authorising an ongoing payment against a donation pledge (for example, a monthly gift), a hard or soft-copy authorisation form will be stored in a secure location accessible only by authorised staff.
For ongoing payments authorised over the phone, a voice recording will be stored by Lifeline WA or the contracted third party.
Records of donations will be stored for a minimum of seven years.
Confirming Identity
It may occasionally be necessary for Lifeline WA to contact donors directly to update or confirm their personal or credit card details. In this circumstance, we will only disclose the last four digits of the credit card number and the expiry date. We will make every effort to confirm your identity through other personal information available to us.
Use and Disclosure
We may contract third-party service providers for purposes including, but not limited to, conducting surveys, soliciting donations, managing databases, facilitating information collection and managing events. Some of these service providers may conduct all or part of their business overseas, and your personal information may be transferred overseas as a result.
Lifeline WA’s donor database is hosted on a secure offshore server in the USA and accessed through the cloud. We will not transfer your personal information overseas or into the cloud unless we have taken reasonable steps to ensure that the information being transferred will not be held, used or disclosed by the recipient in a manner inconsistent with the Australian Privacy Principles.
Lifeline WA may provide donors’ personal information to other separately incorporated Lifeline entities for local fundraising and marketing purposes. Lifeline entities may also supply personal information to Lifeline Australia when in accordance with their privacy policy.
Lifeline WA will not disclose donors’ personal information to a third party for their marketing purposes. We may include messages from partner organisations or sponsors in our direct marketing. We do not trade, rent or sell our donor lists.
How to correct personal information or change communication preferences
To update your information or to opt-out of marketing and fundraising communications, you may phone 9261 4414 or email fundraising@lifelinewa.org.au. We will endeavour to action your request within two weeks.
Some direct marketing communications involve a long production time. Therefore, in some cases you may still receive a communication within 90 days of your communication preference update.
Security Policy
Lifeline WA uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.
All online credit card transactions performed on this site using the eWAY gateway are secured payments.
Payments are fully automated with an immediate response.
Your complete credit card number cannot be viewed by Lifeline WA or any outside party. All transactions are performed under a 128-bit SSL certificate.
All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
eWAY is an authorised third-party processor for all the major Australian banks.
eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Lifeline WA.
For more information about eWAY and online credit card payments, please visit www.eWAY.com.au.