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Privacy Policy

Privacy Policy
NAS Recovery Centre Ltd ABN 90 678 291 837 (NAS Recovery, us, we, our) takes your privacy seriously and is committed to responsible privacy practices. NAS Recovery supports African and other culturally and linguistically diverse (CALD) Australians through outpatient programs, consultations, peer support groups, counselling sessions, and external cultural training (collectively referred to as ‘Services’), in which we collect personal information.

Please read the following privacy policy (Privacy Policy) to understand how we collect, use, disclose, store, handle and protect your personal information.  This Privacy Policy also applies to all information collected through this website https://nasrecoverycentre.org/ and any other websites, platforms and/or mobile apps we operate.

What is personal information?
In this Privacy Policy, ‘personal information’ has the meaning set out in the Privacy Act 1988 (Cth) (Privacy Act).  In general terms, personal information is information (whether fact or opinion) about an individual who is identified or reasonably identifiable from that information or other information combined with that information. Some types of personal information are classified as ‘sensitive information’ and are subject to additional protection under the Privacy Act. Sensitive information includes details such as health information (e.g. information about a health-related service you have had or will receive, including appointment details) or information about your racial or ethnic origin.

Types of personal information we collect
The types of personal information we collect about you will depend on the purpose for which the personal information is collected. The types of personal information we may collect about you include:

  • your name, address (postal and email) and telephone number;
  • your age, date of birth, and gender;
  • your medical history and health information;
  • company and occupation employment information;
  • program participant history;
  • financial information (e.g. credit card details, payment details, bank account details, tax file numbers); and
  • health insurance or health fund details

For prospective and current employees and volunteers, we may collect information contained in your application, recorded during an interview, or obtained through any pre-employment checks or vetting processes (including your name, address, telephone number(s), date of birth, citizenship, drivers’ licence information, as applicable to the role), and any government-issued identifiers including tax file numbers for prospective payroll purposes.

Sensitive Information
We only collect sensitive information (including health information) in certain circumstances where required or permitted by law or where you consent for us to do so. Sensitive information will only be collected if it is relevant to the service or function you are engaging us to provide, or if an employee or volunteer, as part of the pre-employment process. Where the collection of sensitive information is applicable, this will be communicated to you in our collection notice at or before collection.

Sensitive information may include information about or relating to your racial or ethnic origin, religious (or philosophical) beliefs or affiliations and health status, and health information may include information about a health-related service you have had or will receive, including test results, medical conditions and appointment details.

We may collect sensitive information in certain circumstances, such as:

  • if you are participating in (or applying to participate in) one of our programs – information about your health history, current health conditions, or cultural background; and
  • if you are applying to work or volunteer with us – information about any disabilities or medical conditions that we may need to be aware of when managing your contribution.

We do not generally collect the personal information of individuals under the age of 12. We will only collect the personal information of individuals aged between 12 years and 17 years (a minor) where we have family or guardian consent or where it is otherwise permitted under privacy law.

How do we collect personal information?
We may collect personal information either directly from you, or from third parties, including where you:

  • contact and interact with us through our website;
  • make inquires or communicate with us via email, telephone, registration form, or otherwise;
  • face-to-face appointments;
  • engage us to perform services including where you sign up or participate in a service offered; or
  • make a donation.

To provide our care and services, sometimes we may need to collect personal information about you from someone else, we will only do this with your consent, or as otherwise permitted or required by law. This includes collecting information from your health service providers, family members, insurer, or other sources were needed to provide our services.

For example:

  • If you are a client, to provide you with health services, we may need to collect your personal information from your family or guardian, or your other health service providers. We will only do this with your consent or where it is otherwise permitted under the privacy laws. One such permitted circumstance where we would not seek your consent, is where it was unreasonable or impracticable to obtain your consent, and we needed to collect your personal information from someone else to prevent a serious threat to your life or safety, or that of any other person.
  • We may collect information from third parties if you are a potential supplier or service provider to NAS Recovery.
  • When you apply for a job with us, we collect information about your qualifications and we may ask you to undertake certain tests and provide certain consents for further information collection, as part of our recruitment process.

Whilst we will always maintain robust privacy practices, we are not responsible for the privacy practices of third parties, so you should review their relevant privacy policy to satisfy yourself as to how they protect and handle your personal information.

We may also use the following technologies to collect technical information and general analytics:

  • cookies, which are data files that are placed on your device and often include an anonymous unique identifier.  For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org;
  • log files, which track actions occurring on our website; and
  • web beacons, tags, and pixels, which are electronic files used to record information about how you browse our website.

Our purpose for handling your personal information
We will generally only use your personal information for the primary purposes for which you have provided it to us. We may also use your personal information to manage our relationship with you. If you have consented to the use of your personal information for a different purpose, we will use your information for that purpose. We may use your personal information to:

  • understand and assess your health and other needs;
  • verify your identity;
  • provide you with health services and other services, and ongoing treatment options;
  • communicate with you, including responding to your inquiries;
  • consider you for a job application;
  • request your participation in patient experience surveys to assess and improve services; and
  • communicate with you about our services and offers available.

Can you choose not to disclose your personal information?
You do not have to identify yourself or provide any personal information if you contact us. You can also notify us that you wish to deal with us using a pseudonym. However, if we cannot collect personal information about you or if you use a pseudonym, we may not be able to provide you with the information or assistance you require.  For example, we will not be able to send you information you have requested if you have not provided us with a valid email address or telephone number.

To whom do we disclose personal information?
We may disclose your personal information to third parties in connection with the purposes described above (see the “How do we use your personal information?” section).

This may include disclosing your personal information to the following types of third parties:

  • our employees, contractors and third party service providers who assist us in performing our functions and activities;
  • our professional advisers (such as lawyers, accountants or auditors) and insurers;
  • our related companies;
  • any potential third party acquirer of our business or assets, and advisors to that third party; and
  • any other person as required or permitted by law.

If we disclose your personal information to third parties we will use reasonable commercial efforts to ensure that such third parties only use your personal information as reasonably required for the purpose of disclosure and in a manner consistent with applicable laws, for example (where commercially practical) by including suitable privacy and confidentiality clauses in our agreement with a third party service provider to which we disclose your personal information.

Direct marketing communications
We will only send you direct marketing communications (either through mail, SMS or email), including any news and exclusive offers, or events, where you have consented for us to do so. You may opt-out of receiving direct marketing communications at any time by contacting us or by using opt-out facilities provided in the direct marketing communications.

How do we store personal information? Does personal information leave Australia?
We store personal information in servers located in Australia. Your personal information will not be disclosed to recipients outside Australia without your express consent or as permitted by privacy law.  Except where an exception applies under the Privacy Act or other relevant legislation, we will take commercially reasonable steps to ensure that overseas recipients to whom we disclose personal information do not breach the Privacy Act and the Australian Privacy Principles in relation to such personal information.

How do we protect your personal information?
We implement reasonable measures to protect and safeguard your personal information from misuse, loss, theft and unauthorised access, modification or disclosure. We maintain physical security over paper and electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security, for example, we use firewalls (security measures for the internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

We cannot guarantee the security of transmission of personal information disclosed to us online.  Accordingly, you transmit your personal information to us online at your own risk and are encouraged to exercise care in sending personal information via the internet.  Please notify us immediately if you know or reasonably suspect that your personal information has been subject to any data breach, breach of security or other unauthorised activity.

How long do we keep your personal information?
Generally, we will retain your personal information for the period necessary for the purposes for which your personal information was collected (as outlined in this Privacy Policy) unless a longer retention period is required by law or if it is reasonably necessary for us to comply with our legal obligations, resolve a dispute or maintain security. When personal information is no longer required, we will take reasonable steps to delete the personal information from our systems or de-identify the personal information.

How can you access and correct your personal information?
You may request access to any personal information we hold about you at any time by contacting us at help@nasrecoverycentre.org.au.  We will provide access to that information in accordance with the Privacy Act, subject to any exemptions that may apply.  We may charge an administration fee in limited circumstances, but we will let you know in advance if that is the case.

If you believe that personal information, we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it by contacting us at help@nasrecoverycentre.org.au.  Where we agree that the information needs to be corrected, we will update it. If we do not agree, you can request that we make a record of your correction request with the relevant information.

You can also ask us to notify any third parties that we provided incorrect information to about the correction. We’ll try and help where we can – if we can’t, then we’ll let you know.

Questions or complaints?
If you have any questions, concerns or complaints about our collection, use, disclosure or management of your personal information, please contact us at help@nasrecoverycentre.org.au. 

We are committed to resolving any complaints reasonably and to ensuring that we are doing the right thing by our customers. We will make all reasonable inquiries and your complaint will be assessed with the aim of resolving any issue in a timely and efficient manner.

If you have raised a complaint with us and you are unsatisfied with the outcome or have further concerns about the way we handle your personal information, under the Privacy Act, you may complain to the Information Commissioner at the Office of the Australian Information Commissioner, whose contact details are set out below:

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au

How to contact us
If you have a query, concern or complaint about the manner in which your personal information has been collected or handled by us or would like to request access to or correction of the personal information we hold about you, please contact us using the details provided below:

Privacy Officer
NAS Recovery Centre

15 Ercildoune Ct, Cranbourne West VIC 3977

Phone: 0434 006 700
Online: www.nasrecoverycentre.org.au
Email: help@nasrecoverycentre.org.au

Changes to this Policy
We may change or update this Privacy Policy from time to time to keep up-to-date with legal requirements and the way we operate our business.  An up-to-date version of this Privacy Policy is available at any time on this page. You are responsible for reviewing this Privacy Policy periodically and informing yourself of any changes. We suggest that you check back regularly.

Last updated/ Published: 15 January 2026

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