Privacy Policy

July 2019

Inner West Neighbour Aid (IWNA) is committed to protecting your privacy. This document sets out our policy for managing information and opinions that enable you to be identified ‘personal information’. Please read it carefully and note that we may change it from time to time.

The personal information we collect and hold 
We collect personal information from our clients, potential clients and their carers, our employees, volunteers, contractors and suppliers.

We collect and hold your name, address, date of birth, gender and contact details. Depending on your relationship with us, we may also collect information about your health and support needs, your identification documents and your credit card or bank account.

We collect personal information directly from you:


We may also collect personal information about you from your carer(s) or from ‘my aged care’ or the public hospital system if you are referred to us through the Commonwealth Home Support Programme.

If we collect information about you from a third party and it is unclear that you have consented to this, we will take reasonable steps to contact you and ensure that you are aware of this and the purposes for which we collect it.

If you don’t provide the information we need, we may not be able to provide you with services, employment, a volunteer position or to engage you as a service provider.

Our website uses cookies to help it run effectively. Cookies are small pieces of data that are stored on your device. They allow you to navigate and use key features of the website and enable us to collect information (including data such as your IP address, browser type, access times, referring website addresses) about how you interact with it and to assess demand for our services. Website functionality may be compromised if you disable cookies from your browser.

Why we collect, hold and use your personal information
We collect, hold, use and disclose your personal information to comply with our legal and contractual obligations and to provide you with:

If you are referred to us through the Commonwealth Home Support Programme, we also use your information to report to the government through the ‘my aged care’ system, about the services we provide to you.

Staff and volunteers
We collect, hold, use and disclose your personal information to consider your suitability for an employment or volunteer position with us and to manage any subsequent employment or volunteer relationship with us.

Newsletters and research
We use your contact details to provide you with electronic newsletters, fundraising appeals, surveys about our services and any relevant issues we believe will be of interest to you.

Please let us know if you don’t want to receive these communications. You can opt out at any time by emailing with ‘opt out’ in the subject header.

How we hold your personal information
We take reasonable steps to:


We hold your personal information in electronic records on our computer servers. Our records are protected from unauthorised access, use or disclosure through secure passwords and encryption technology.

If information such as your credit card number is transmitted to other websites (for example, through our online shopping service), it is protected through the use of encryption such as the Secure Socket Layer (SSL) protocol.

Disclosure of your personal information
If you are a client, we disclose your personal information to our volunteers and contracted service providers so they can deliver the services you have requested.

We may also disclose your personal information to the government through the ‘my aged care’ system and to our trusted suppliers who help us provide you with services, perform statistical analysis, send you electronic or postal mail, provide client and IT support or arrange for deliveries.

Our staff, volunteers, service providers and suppliers are contractually bound to maintain the confidentiality of your information and to comply with Australian privacy laws.

We only disclose sensitive personal information such as your race, religion, political affiliations and information about your health if we have your explicit consent to do so.

We do not disclose personal information to recipients in other countries.

We may disclose your personal information in other limited circumstances if required or permitted by law.

Your rights
You can request access to the personal information we hold about you and ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

If you are concerned about our management of your personal information please let us know. We will acknowledge your concern promptly, investigate it thoroughly and provide a full response within 30 days.

To access or correct your information or make a privacy related complaint please get in touch using the contact details below.

Postal address

The General Manager
Inner West Neighbour Aid
PO Box 247
Croydon Park
NSW 2133



(02) 9799 5099


(02) 9799 5201

Changes to this policy
We may update this Privacy Policy from time to time. The current version will always appear on our website.