KOALA ADVENTURE TOURS
Terms and Conditions
What kinds of personal information does Koala Adventure Tours collect and hold?
We collect and hold information that is reasonably necessary for us to carry out our role. The kinds of information we collect and hold includes (but is not limited to) personal information about participants and other users of our services.
Examples of personal information that we may collect includes:
· names contact details date of birth and age.
· gender, details about participants’ physical or mental health, including disabilities.
· information about participants’ support requirements
· details of guardians and nominees, including names, addresses, and contact details.
· details of feedback or complaints about services provided by us.
We may also collect some ‘health information’ as defined under the Privacy Act, such as information about your health or disability, doctors you have seen, or health services you have received.
How will we collect and hold personal information?
We often collect personal information from people directly or from people who are authorised to represent them. While you do not have to provide us with all information requested, not providing this information to us may mean that:
We sometimes collect personal information from a third party if you have consented, been told of this practice, or would reasonably expect us to collect the information in this way. An example of this is collecting information from a healthcare service, such as a plan manager or coordinator, which is managing a participant’s care.
Koala Adventure Tours takes reasonable measures to secure and protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Access to and correcting personal information you may request by written request.
Contracted service providers that may collect personal information on our behalf and access your personal information on our record management systems include:
· our community partners; and
· other parties contracted to collect information, such as guardians, plan managers and coordinators.
Koala Adventure Tours are concerned with the protection of your privacy and compliance with all relevant privacy legislation.
We place great emphasis on the security of all information associated with our customers, clients, employees, intermediaries, and contractors. Our security measures in place attempt to protect against the loss, misuse, and alteration of personal information under our control.
2. What is Personal Information?
Personal information is any information or an opinion, whether true or not, which identifies you. When personal information concerns certain matters, it is considered sensitive information. Sensitive information is information or an opinion about your:
· racial or ethnic origin
· political opinions
· membership of a political association
· religious beliefs, affiliations, or philosophical beliefs
· membership of a professional or trade association or membership of a trade union
· sexual preferences or practices
· criminal record
· health or disability.
We will use reasonable endeavours to obtain consent from you before collecting sensitive information from you. We will only collect sensitive information from you if it is reasonably necessary for one of our functions and activities.
3. How we Collect Information.
We receive and store the information you enter on our website or as provided to us directly in the general course of business. We may also collect information from another way from time to time including:
1. other organisations with whom you have any dealings.
2. through this website from information supplied by you.
3. by us engaging you to carry out services.
4. by providing the information through the Service Agreement.
4. Use of Information
We may use personal information collected from you for the purpose of:
· providing our goods and services.
· conducting surveys and questionnaires on the quality of our goods and services.
· improve our website and services.
· direct marketing material or updates regarding our website and information in the form of a newsletter. This will only apply if you have registered or subscribed to such publications by your registering your details with us. However, if you wish to cease receiving any such information you may let us know either by email or unsubscribing at any time and your request will be actioned as soon as possible.
Personal information is not used for any other purpose. We do not and will not sell or deal in personal or customer information.
Details are only supplied to a third party when it is required to be disclosed for the following reasons.
5. Disclosure of your Information
We may from time to time need to disclose your personal information to:
1. our related body corporate for the purpose of supplying our goods and services and/ or analyse your feedback for us or identify ways to improve our services.
2. third party suppliers and contractors for the purpose of supplying our goods and services.
3. our clients for the purpose of supplying our goods and services.
4. our consultants and contractors (including IT companies) for the purpose of developing our IT system to enhance the supply of our goods and services. In that regard, you agree that due to the volume of personal information held, it is unreasonable or impracticable to obtain every individual’s consent to the collection, use or, disclosure.
5. protect the rights, property or safety of Koala Adventure Tours, its customers or, third parties or to locate a missing person or necessary to report illegal or unlawful behaviour.
6. if there is a change of control in one of our businesses (whether by merger, sale, or otherwise), or a sale or transfer of its assets, customer information, which may include your personal information, could be disclosed to a potential purchaser under an agreement to maintain confidentiality, or could be sold or transferred as part of that transaction.
We will only disclose personal information to a third party that is relevant to the purpose of the disclosure above.
6. What if you do not wish to provide Personal Information.
Unless required by law, you can choose not to provide personal information. You can also choose not to identify yourself when dealing with us.
However, if personal information is not provided or you do not identify yourself, we might not be able to effectively deal with you and/or provide you with the highest quality services.
7. Storage and Security of your Information
We strive to ensure the security, integrity and privacy of personal information submitted to our website, and periodically review our security measures considering current technologies. We will use all reasonable means to protect the confidentiality of your personal information while in our possession or control. We will not knowingly share any of your personal information with any third party other than stated above.
All information we receive is protected by our secure server. Information stored within our computer systems can only be accessed by those entrusted with authority and computer network password sanctions. Credit card information is not stored by us on our servers.
Personal information is de-identified or destroyed securely when no longer required by us or has been inadvertently provided to us through unauthorized or unfair means.
The obligation to destroy or de-identify does not apply to information that an organisation is legally obliged to retain. Any non-personal information, communications, and material you provided to us, or which we obtain from third parties without promises of confidentiality, may be kept, used, and disclosed by us on a non-confidential basis.
However, we will not be liable in any way for any breach of security or for the actions of unauthorised third parties that receive such information. Any information transmitted to us over the internet is done so at the risk of the person or organisation transmitting the information. As a result, while we strive to use best efforts to protect user’s personal information, Koala Adventure Tours cannot ensure or warrant the security of any information transmitted to it or from its online products or services, and users do so at their own risk.
Complaints can be made:
· By letter - either through the mail, fax, or email
· Verbally - either in person or via phone on 0457711792
· Through comments and feedback on surveys or feedback forms
Complainants may be members of the public, travellers, their family members or support workers, service providers, businesses or community organisations, or anyone who is unhappy about any service provided.
Steps in making a complaint.
1. Complaints whilst on holiday
Many complaints can be fixed by speaking with your staff member or Key Leader of the holiday. The staff will want to fix the problem quickly and happily to ensure everyone enjoys a fun holiday. Tell your tour guide about the problem as soon as possible. The sooner they know about the problem, the sooner they can try to fix it.
2. Other complaints
Contact Koala Adventure Tours office and forward the complaint in writing. Please let the office know of the problem as soon as possible. The sooner they know about the problem, the sooner they can try to fix it.
3. Make the problem clear.
Explain the problem as clearly as you can.
Try to include:
· What happened
· When it happened
· Any paperwork or photographs
· How you think the problem can be fixed
All information will be treated confidentially and in line with the Disability Act 2006.
· Listen to your complaint.
· Gather relevant information and talk to all people involved.
· Help you get answers to your questions.
· Try to resolve the problem.
· Deal with your problem in a timely and professional manner as quickly as possible.
· Keep you up to date on how your problem is being dealt with and provide regular feedback to all involved
· Let you know of other people you can contact who can help you with your problem.
· Strive to provide a mutually satisfactory resolution to the problem.
· All complaints received are submitted annually to the Disability Services Commissioner for review.
The general principles guiding actions under the NDIS Act also describe the rights of people with disabilities to: Realise their potential for physical, social, emotional, and intellectual development.
1. To be supported to participate in and contribute to social and economic life to the extent of their ability.
2. To be supported to exercise choice including in relation to taking reasonable risks in pursuit of their goals and the planning and delivery of their supports.
3. To be respected for their worth and dignity and to live free from abuse, neglect, and exploitation.
4. To be able to determine their own best interests including the right to exercise choice and control and to engage as equal partners in decisions that will affect their lives to the full extent of their capacity.
5. Have their privacy and dignity respected.
6. Have the role of families, and other significant persons in their lives acknowledged and respected.
7. Have access to advocates and supports which promote innovation, quality, continuous improvement, contemporary best practice, and effectiveness. If ever you feel unsatisfied with any service Koala Adventure Tours has provided and you wish to lodge a complaint, please inform us by email or by phone and address the complaint to the manager at Koala Adventure Tours, we will Endeavor to listen to your concerns and resolve the complaint as soon as possible, some complaints may take longer to resolve and, in this case,, we will notify you of the time frame.
Email address email@example.com Phone 0457711792 during office hours Monday to Friday If you find the complaint has not been resolved to your satisfaction you may contact The NDIS Quality and Safeguarding Commission by
· Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
· National relay service and ask for 1800 035 544.
· or by Completing the complaint form located on the NDIS website