Samaritans is a West Australian not for profit organisation that provides telephone crisis and emotional support to callers who are lonely, despairing and/or at risk of suicide. We can also be contacted via email and connect with the wider community through our Outreach service. We have highly trained volunteers who provide the services with assistance and guidance from a small paid support team. We rely on Government funding and donations to fund our services.
What is personal information?
Personal information is any information or opinion about an identified individual or an individual who is reasonably identifiable, whether the information or opinion is true or not. It may include sensitive information such as your health information or sexual orientation.
A. What personal information do we collect?
Depending on who you are and how you interact with us, we or our systems may collect some of your personal information, for example when you like us or post a comment on our Facebook page or contact us via email, our website or by phone, to request information or to hire our meeting room.
Our telephone service
When you call Samaritans for emotional support you are free to speak with us anonymously or using a pseudonym. We will only collect personal information about you if you choose to identify yourself to us.
We also receive and/or record some basic information about our calls for the primary purpose of statistical analysis, so as to help us report on and improve our service. This includes information such as gender, and how distressed you were at the time you contacted us.
Our email service
If you email us for help, we do actively not seek to collect any personal information about you. However if your emails contain any personal information (such as your email address or name) that may be collected automatically by our IT systems.
A cookie does not identify individuals personally, but it does identify computers. You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance.
Our systems may also gather your IP address. This information does not identify you personally Job applicants, committee members, volunteers, donors and sponsor contacts
We collect personal information about job applicants, our committee members, volunteers, donors and sponsor contacts when you contact, work with, or support us. Depending on who you are, this personal information may include:
● your name and contact details
● your position, qualifications, past employment history, membership of professional associations, and contact details of referees
● your banking, credit card and/or payment details
● details of your Working With Children checks and National Police Record checks
● information about your induction, training and performance
● health information where relevant to your role with us
We will generally collect your personal information directly from you, however we may also collect your personal information from third parties such as your nominated referees (if you are a job applicant), other workers in our organisation (including other volunteers) and third party service providers with whom we contract, including those who provide us with donation collection services. Details of our donors and sponsor contacts will be recorded on a secure database. Any banking or credit card details are kept on secure payment systems only.
B. How do we use and disclose your personal information
Our telephone & email service:
Any personal information that we collect from you when you call us (because you have chosen to identify yourself to us) will only be used by us or our affiliated organisations to provide you with this service. We do not disclose any personal information that we (or our systems) may collect from callers or persons who email us to third parties (apart from in extreme cases described further below). If you do not identify yourself we will use your information on an anonymous basis or by reference to a pseudonym (which might be one that you provide us with)..
We may report aggregated, anonymised data to our Government funder, the Mental Health Commission and other funders. This aggregated, anonymised information may also be used (and shared with third parties) for research purposes. We take care to ensure your anonymity is preserved in this process.
On very rare occasions (such as where our volunteers are harassed by a caller that we consider is not genuinely seeking our emotional support or where we receive multiple repeat calls in a manner that compromises our ability to provide our service to the broader community) we reserve the right to access any personal information that we may receive and/or record via our systems and take active steps to ensure that no further calls are received from the caller.
In extreme cases (such as where acts of terrorism are threatened or physical threats are made to our volunteers or staff) we also reserve the right to access any personal information that we may receive and/or record via our systems and report it to the Police or other appropriate regulatory authorities.
We may also be obliged to comply with any Court order or other legal process that requires us to provide access to any personal information that we may hold.
Job applicants, committee members, volunteers, donors and sponsor contacts
We may use and disclose your personal information for the purposes of management and HR administration, reporting to external organisations or agencies, research and, with your consent, promotional and training materials. We may also use your details to send you information you have requested, including our publications.
If you are a donor, we may use your personal information to process your donations, to contact you about your fundraising or about further opportunities to support our organisation.
We endeavour to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. We will not disclose the personal information of our volunteers to Samaritans Crisis Line callers under any circumstances. We hold personal information in electronic format on secure servers located in Australia and in hard copy in secure locations.
We will otherwise destroy or de-identify personal information we hold when we no longer need it or are no longer required to keep it for legal or operational purposes.
Access, correction and deletion
You can request access to, or correction of, or deletion of your personal information by contacting the Director on the details below. We may need to verify your identity before giving access to, or correcting or deleting your personal information.
We may charge you for our reasonable costs of providing access to the information you have requested.
Privacy queries and complaints
Samaritans contact details
The Director, Samaritans Inc.
Phone: 9381 5725
Post: 60 Bagot Road Subiaco WA
Last updated: June 2016