Your Privacy

Our Commitment

Central Coast Family Support Services is committed to the protection of personal privacy. This information outlines how your personal information will be collected, stored, used, disclosed and disposed of.

If you have a complaint 

We ask that you try to resolve your information or privacy complaint directly with us first. You can do this by contacting: 
Executive Officer
Central Coast Family Support Services 
If you are unhappy with our response, you can contact: 

Information and Privacy Commission NSW 

The Information and Privacy Commission NSW (IPC NSW) has complaint handling responsibilities under the Government Information (Information Commissioner) Act 2009 and the NSW Privacy and Personal Information Protection Act 1998 (PPIP Act). As a part of its responsibilities, the IPC NSW handles complaints of private agencies, like Central Coast Family Support Services, which provides contracted services to the community on behalf of the NSW government. 

Complaints can be lodged with the Information Commissioner by calling:
1800 IPC NSW (1800 472 679)
More information about the IPC NSW: 

Office of the Australia Privacy Commissioner 

The Office of the Australian Information Commissioner (OAIC) has complaint handling responsibilities under the Privacy Act 1988 (Cth) (Privacy Act). You can complain to the OAIC if you believe that your privacy has been interfered with by an Australian government agency or a private sector organisation, like Central Coast Family Support Services, covered by the Privacy Act 1988 (Cth). 

Privacy Complaints can be lodged by calling:
1300 363 992 or email:
More Information about the OAIC:

What is personal information?

Personal information refers to information or an opinion, whether true or not, about an individual whose identity is apparent or could be reasonably ascertained from that information or opinion. 

Sensitive personal information includes; ethnic or racial origin, political opinions, membership of a political association, religious or philosophical beliefs or affiliations, membership of a professional or trade association, health, sexual preferences, practices or activities, and criminal record. 

At Central Coast Family Support Services we are committed to protecting the privacy rights of all individuals. We are bound to the principles contained within the following privacy legislation: 

  1. Privacy Act 1988 (Cth) 
  2. Australian Privacy Amendment (Enhancing Privacy Protection) Act 2012 
  3. Privacy and Personal information Act 1998 (NSW) 
  4. Health Records and Information Privacy Act 2002 (NSW) (HRIP Act) 
  5. Government Information (Public Access) Act 2009 (GIPAAct) 

We are also bound by the 

  • Australian Privacy Principles (Cth) (APP) of the Privacy Act 1988 
  • Health Privacy Principles (HPP) of the Health Records and Information Privacy Act 2002 (NSW); and 
  • Information Privacy Principles (IPP) under the Privacy and Personal Information Act 1998 (NSW)

What kinds of personal information do we collect and hold? 

Information and data collection is a requirement of many Central Coast Family Support Services funding contracts with Government and other partnerships. 

We only collect information when: 

  • It is for a lawful purpose directly related to providing services, and 
  • It is reasonably necessary for us to have this information.

We only collect personal information if both of the above tests are met, and one or more of the following applies; 

  • You have consented 
  • The collection is required by law 
  • It is needed to deal with a serious and imminent threat to any person (and the person is incapable of giving consent) or to the general public.

Information will only be collected directly from you, from a third party if you consent, or from your legally recognised or appointed representative. You, or your legally recognised representative, must provide informed consent before your personal information can be collected and disclosed. 

If a child is under 16 years of age and it is not reasonable or practicable to collect the information directly from them, the information may be collected from a parent or guardian without the child’s consent. 

You will be informed of the following: 

  • The fact that information is being collected
  • Whether the collection is required by law
  • Who will hold/receive the information
  • The purposes for which information is collected 
  • The consequences of not providing the information 
  • How you can access the information and make changes if it’s not accurate 
  • How you can make a complaint 
  • You will be asked to indicate understanding and consent as appropriate. 

How do we hold personal information? 

Much of the personal information we hold will be stored electronically in secure data centres. Some personal information may also be stored in paper files.
We take measures to ensure your personal information is accurate, up-to-date, complete and relevant, and is protected from unauthorised access, loss, misuse, disclosure, or alteration. CCFSS uses a variety of physical, electronic and procedural security measures to protect the security of personal information held. For example:
  • Access to information systems is controlled through identity and access management
  • Employees are bound by internal information security procedures and are required to keep information secure
  • All employees are required to complete training about confidential information security and are required to sign a code-of-conduct as part of their employment
  • We regularly monitor and review our compliance with internal policies and industry best practice
  • Our website uses 128 bit SSL security to protect personal information online.
Central Coast Family Support Services also takes
reasonable measures to remove, destroy or deidentify your personal information in a timely manner when it is no longer required for the purpose for which it was collected.
All personal information is kept safely and securely to prevent loss, unauthorised access, use, modification or disclosure or other misuse. Information will not be made available to any unauthorised party.
Access and Amendment of Information
We will take reasonable steps to enable you to find out:
  • Whether we hold your personal information
  • What type of information we hold about you
  • The purposes for which the information will be used
  • How you can access the information.

If you request access to your personal information, it will be provided without unreasonable expense or delay, unless:

  • This would pose a serious and imminent threat to the life, health or safety of any individual
  • This would unreasonably affect the privacy of other individuals
  • The information is related to existing or anticipated legal proceedings between the organisation and yourself and this information could not be obtained by the legal process of discovery in those proceedings
  • It would be unlawful to provide access
  • Denying access is required or authorised by law
  • Providing access would be likely to prejudice an investigation into possible unlawful activity.
If we deny access to personal information, reasons will be provided in writing for doing so. We will allow you to apply to update, correct or amend your personal information, to ensure its accuracy.
If Central Coast Family Support Services is not prepared to amend the information, you will be informed of the reasons for the refusal. At your request, Central Coast Family Support Services will take reasonable steps to attach a statement by you to the original information. The statement may detail the amendment sought or state that you believe the information held is inaccurate, incomplete, not up-to-date and/or misleading.
Use of Information
Personal information will only be used for the purpose that it was collected, unless:
• You give your express written consent to the information being used for other purposes; or
• Further use of the information is directly related to the purpose of the original collection; or
• Further use of the information is necessary to prevent a serious and imminent threat to the life or health of any individual, or to the general public; or
• The use is required or allowed to be made by law (including for required data collection and program contract reporting).
Central Coast Family Support Services will only disclose personal information:
  • For the primary purpose for which it was collected; or
  • For a directly related secondary purpose within your reasonable expectations as a client; or
  • With your consent; or
  • To deal with a serious and imminent threat to personal or public health or safety; or
  • Where authorised or required by law.
Central Coast Family Support Services will only disclose sensitive personal information:
  • With your written consent; or
  • To deal with a serious and imminent threat to personal or public health or safety; or
  • Where authorised or required by law.