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Privacy Policy


Our Privacy Policy explains how we handle your personal information. We’ll update this policy when our information handling practices change.

What information we collect

We may collect personal information about you when it’s reasonably necessary for, or directly related to, our functions or activities.

We may collect sensitive information about you:

  • where you consent

  • when the collection is authorised or required by law

  • when the collection is otherwise allowed under the Privacy Act

The kinds of personal information we may collect includes all of the following.

Information about you, such as your:

  • name

  • address

  • gender

  • Instruments played

  • parent of guardians name

  • contact details.


Information about your circumstances, such as your:

  • education status

  • health and welfare

  • disabilities

  • schooling or family circumstances.


Information about your family and other related persons, such as any:

  • carers

  • nominees or authorised representatives.


Information about your interactions with us, such as:

  • payments, participation applications, or and claims you’ve made

  • payments or services we provide you

  • feedback and complaints

  • any other special service arrangements.

We may also collect information about how you use our online services and applications, such as:

  • pages you visit

  • online forms you fill in

  • your interactions

  • your chats with our virtual assistants

  • your language preferences

  • searches you make.

You can read more about the collection of personal information.

How we collect information

We collect your personal information through a variety of channels. This includes online forms or notices, paper forms, online portals, mobile applications, correspondence, face to face or over the telephone.

Social networking services

We use social networking services such as Facebook, X, YouTube, Instagram and Yammer to talk with the public and our staff. When you talk with us using these services we may collect your personal information to communicate with you and the public.

The social networking service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for these services on their websites.

Why we collect information

We collect personal information about you where it is reasonably necessary for, or directly related to, one or more of our functions or activities.

To receive payments, collect indemnity authorities, and performance and image waivers, and to deliver services

We may collect your personal information when it is reasonably necessary for receiving payments or delivering services. For example, we may collect your personal information to:

  • confirm your identity

  • communicate with you, including by SMS or email

  • provide advice about available support

  • ensure correct payments are made

  • verify data provided in relation to claims and reviews with third parties

  • investigate fraud, including internal fraud and the assessment of payment eligibility

  • manage complaints and feedback

  • participate in merits and judicial review matters

  • manage and respond to requests for information

  • administer and provide online services, 


The reasons we collect your personal information will depend on the payments and services you access or are seeking.


To improve our services

We may use your personal information to conduct statistical analysis and research to improve service delivery. We'll contact you or a trusted research company will on our behalf. Our contracts with each research company contain legal binding provisions to protect your privacy.

We only give contracted research companies personal information when necessary. Your information stays confidential and is:

  • not used for any purpose except for the specific research activity

  • not given to anyone else

  • destroyed or returned to us when the research is over.

Read about why we engage with you to improve our services.


For employment and recruitment

We collect personal information to establish and maintain records for the employment and recruitment of staff. You can read about the information we collect for employment purposes.


Only when required with third parties

We may disclose your information to Australian Government agencies, state and territory agencies and third parties. The disclosure of your personal information will depend on the payments or services to which the information relates.


How we store personal information

We take reasonable steps to protect your personal information against misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include:

  • storing paper records securely as per Australian government security guidelines

  • only accessing personal information on a need-to-know basis and by authorised personnel

  • monitoring system access which can only be accessed by authenticated credentials

  • ensuring our buildings are secure

  • regularly updating and auditing our storage and data security systems.

When no longer required, we destroy or archive personal information in a secure manner.



In addition, our staff are bound by secrecy provisions that regulate information we collect.


How we share information outside Australia

We may disclose your personal information overseas, such as to a foreign government or agency, where:

  • the disclosure is required or authorised by law

How to access and correct information about you

You have the right to both ask:

  • for access to personal information that we hold about you

  • that we correct personal information we hold about you.

If you ask, we must give you access to your personal information, and take reasonable steps to correct it if we consider it is incorrect, unless there is a law that allows or requires us not to.

We will notify you in writing, and explain our reasons if we refuse to give you access to, or correct, your personal information.

You can access and correct most of your details online using self service.

If you can’t use self service, read how to:


How to make a complaint about privacy

If you wish to complain about how we’ve handled your personal information, first try to resolve the issue with the person you’ve been dealing with. If you’re not satisfied, you can ask to speak to their supervisor.

Read how to make a complaint or give feedback.


How we deal with your complaint

We will always respond to your feedback.

We will use the information from your feedback to investigate and resolve individual issues. We will also use the information to provide feedback to staff or our business areas. Your information will be stored and used to assist us to improve the delivery of our services.

If we do not resolve your complaint to your satisfaction, you can contact OAIC. The OAIC is independent to us.

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