Privacy Policy

NSW Pacific Centre (“we”, “us”, or “our”) is committed to protecting the privacy of the personal information of the children, young people, families, and individuals who access our services. This Privacy Policy explains how we collect, use, disclose, and manage your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

As a child protection and community services provider, we frequently handle sensitive information — including health information, criminal history, and information about a child’s safety and welfare — which is subject to stricter protections under Australian privacy law.

We may collect the following types of personal information:

• Identity information: name, date of birth, gender, and family relationships.
• Contact information: address, phone number, and email address.
• Service information: records of services provided, case notes, assessment reports, and referrals.
• Sensitive information: health and mental health details, cultural and linguistic background, child protection history, and any information voluntarily disclosed during counselling or advocacy.
• Website information: IP address, browser type, and pages visited (see our Cookie Policy).

We collect personal information:

• Directly from you when you complete forms, attend appointments, or contact us.
• From referring agencies such as the NSW Department of Communities and Justice (DCJ), NSW Police, or health services, where lawful and necessary.
• From third parties such as family members, carers, or community leaders with your consent or where permitted by law.
• Automatically through our website via cookies and analytics tools.

We use personal information to:

• Provide child protection, family preservation, and community support services.
• Assess needs and develop culturally appropriate case plans.
• Communicate with you about services, appointments, and referrals.
• Comply with legal obligations, including mandatory reporting and the NSW Reportable Conduct Scheme.
• Deliver Samoan language education and cultural programs.
• Maintain records required for accreditation, funding, and quality assurance.

We may disclose personal information to:

• Government agencies such as DCJ, NSW Police, and the Department of Home Affairs where required or authorised by law.
• Health and mental health service providers for referral and treatment purposes.
• NAATI interpreters and translators engaged to facilitate communication, subject to confidentiality obligations.
• Funding bodies for reporting and compliance purposes, using de-identified data where possible.

We will not disclose sensitive information without your consent unless disclosure is required or authorised by law, or necessary to prevent a serious threat to the life, health, or safety of a person — particularly a child or young person.

We store personal information in both physical and electronic form. We take reasonable steps to protect information from misuse, interference, loss, and unauthorised access, modification, or disclosure, including:

• Secure, access-controlled storage for physical case files.
• Password-protected systems and encrypted digital records.
• Staff training on confidentiality and information handling.
• Restricted access limited to authorised personnel with a legitimate need.

You have the right to request access to the personal information we hold about you and to request that it be corrected if it is inaccurate, incomplete, or out of date. Requests should be made in writing to services@multiauspac.au. We will respond within a reasonable timeframe. In some circumstances — for example, where providing access would pose a serious threat to a child’s safety — we may limit or refuse access as permitted by law.

As an organisation working with children and young people, we take particular care with the privacy of minors. Where a child is not able to make their own privacy decisions, we collect and handle their information through a parent, guardian, or authorised representative. Information about children is only disclosed in accordance with child protection legislation and the child’s best interests.

If you believe we have breached your privacy, you may make a complaint by contacting us at services@multiauspac.au. We will investigate and respond promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.