5. Personal and protected information

There are 5 sections to our Complaints Handling Policy:

Overview
Aim of the Commission’s complaints function
Guiding principles
Complaints process
Personal and protected information

Complaints contain protected information, being information that:

is personal information
relates to the affairs of a provider
relates to the affairs of an applicant to become an approved provider of aged care.

We handle protected information in accordance with the law and our internal policies and procedures. This means that there are strict rules around how we handle personal information, including how we:

collect personal information
store personal information
use personal information
disclose or share personal information.

5.1 Managing privacy

Our Notice of Collection, available on our website, explains how we manage personal information, including:

how we collect personal information
how we use personal information
when we can share your personal information with others.

We will only share personal information if:

we have permission from the person the information belongs to
laws allow us to or require us to share it
it meets one of the other exceptions in the Australian Privacy Principles.

5.2 Record keeping

Throughout the complaints handling process we must make timely records of all the actions, decisions and information we collect and consider in making our decisions. We must manage our records in accordance with our legal and policy requirements.