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Privacy Policy


Frontier Services is a not-for-profit Public Benevolent Institution that raises money from the general public to provision our Bush Chaplaincy and Outback Links programs.

Frontier Services has been operating for over 111 years, providing practical, pastoral, and spiritual care to those living in rural and remote Australia, and giving them a public voice in the issues that impact their lives.

Our Bush Chaplain program provides a network of trained professionals, dedicated to providing practical, pastoral, and spiritual care to individuals and communities in rural and remote regions.

Additionally, through our Outback Links program, we connect volunteers with those facing challenges in rural and remote Australia. Volunteers provide practical support when it’s needed most, assisting with tasks including caretaking, property maintenance, gardening, painting, and general farm support. Volunteers also offer the gift of conversation, a physical supporting presence and friendship to people who are often very isolated.

This policy applies to all stakeholders of Frontier Services and the John Flynn Foundation including our donors, volunteers, support-recipients and organisations with which we engage in the course of our work.

Our commitment to your privacy

Respecting all people and their privacy is a fundamental value for us, and we recognise that sharing Personal Information is an act of trust that we take very seriously.

At Frontier Services we are committed to taking all reasonable steps to protect all personal or sensitive information in our possession.

This Policy has been developed to outline the specific measures and principles that guide our approach to managing, securing and respecting the information entrusted to us.

To reinforce our commitment, we have adopted the Australian Privacy Principles (“APPs”) contained in the Privacy Act 1988 (Cth) (“Privacy Act”). The APPs govern the way in which we are authorised to collect, use, disclose, store, secure and dispose of your Personal Information.

You can obtain a copy of the Australian Privacy Principles from The Office of the Australian Information Commissioner at https://www.oaic.gov.au/privacy/australian-privacy-principles.

Your Personal Information

“Personal Information” refers to any information or opinion, whether true or not, and whether documented in a tangible form or not, concerning an identified individual that directly or indirectly personally identifies you.

The Personal Information Frontier Services collects about you depends on what is reasonably necessary in relation to the nature of your dealings with us or what you choose to share with us. The Personal Information we collect about you may include, but is not limited to:

  • Name
  • Address (both mailing and/or street address)
  • Date of Birth
  • Email Address
  • Phone Number
  • Financial Information (e.g. bank account or credit card details) of our
  • Donors
  • Records of Donor’s donation history
  • Records of emails, letters and other interactions with Frontier Services
  • Drivers Licence details
  • Volunteer skills and employment history

How we collect your Personal Information

There are several ways in which Frontier Services collects data. We collect your Personal Information only by lawful, fair and reasonable means. In some circumstances we may be provided with your Personal Information by third parties. However, we primarily collect your Personal Information directly from you when you:

  • interact with us in person
  • interact with us over the phone
  • interact with us online or via email
  • participate in surveys or questionnaires
  • interact on our website www.frontierservices.org
  • subscribe to our mailing list
  • donate to Frontier Services
  • attend a Frontier Services event or an event where Frontier Services has a presence
  • engage with one of our Bush Chaplains
  • or from other publicly available sources

You do not need to provide us with your Personal Information. Where possible, we will give you the option to interact with us anonymously, if it is lawful and practical to do so. However, if you choose not to provide us with your Personal Information, we may not be able to provide you with quality services or otherwise interact with you, including our ability to limit communications according to your preferences.

Notifying you about Personal Information

If we collect Personal Information we will take reasonable steps in the circumstances to notify you or make you aware of a collection:

  • directly from you
  • from a third party about you
  • as required or authorised by law
  • if that kind of Personal Information is usually disclosed to third parties

The reasonable steps we take to notify you will include any relevant facts or circumstances of that collection, and any consequences if it had not been collected. We will also notify you to which, if any, third parties that information would usually be disclosed.

How we use your Personal Information

Frontier Services collects your Personal Information for various purposes that support the continuation and development of our services, including:

  • to maintain contact with you
  • to process and receipt any donations you make to Frontier Services
  • to provide you with information you request from us
  • to provide you with updates on our programs and initiatives including via newsletters, emails, SMS and phone calls
  • to improve the quality of the programs and services we offer
  • to respond to any questions, comments, compliments or complaints you may have
  • to recruit and manage staff, contractors or volunteers
  • for marketing and research purposes
  • for governance and compliance purposes including managing any quality, conduct or risk management issues
  • for meeting legal and regulatory obligations

Additionally, we may also use non-personal, de-identified and grouped information for various purposes such as data analysis, research, and promotional purposes. Any results are anonymised or combined to ensure that no Personal Information or information relating specifically to you is reasonably identifiable.

We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.

Sensitive Information

“Sensitive information” is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Under certain circumstances, Frontier Services may need to collect Sensitive Information about you. This might include any information or opinion about your racial or ethnic origin, political opinions, political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record, Working with Children Checks (WWCC), National Police Checks or health information.

If we collect your Sensitive Information, we will do so only with your consent, unless required to under the APP or to otherwise meet our legal obligations. Sensitive Information will be used by us only:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law

Security of Your Personal and Sensitive Information

Frontier Services is committed to taking all precautions to ensure any physical or electronic Personal or Sensitive Information is safely secured and guarded from misuse, loss or unauthorised access. We maintain strict security measures to ensure your information is protected including, but not limited to, the following practices;

  • restricting access to Personal Information to authorised personnel only
  • limited access to offices by authorised personnel only
  • secure storage for hard copy files
  • implementing multi-factor authentication across software, hardware and applications
  • utilising end-to-end encryption technologies across software and applications
  • utilising secure firewalls to protect against unauthorised access
  • engaging and using only reputable and secure online payment systems
  • providing ongoing training to personnel on privacy and security practices
  • conducting regular audits to monitor and control Personal Information access.

Additionally, we also have policies and procedures in place to guide our approach to Records Management including the retention and disposal of Personal Information. When your Personal Information is no longer necessary for us to use for its primary purpose or for another closely relevant purpose we will take reasonable steps to destroy or permanently de-identify your Personal Information.

Third Parties

We may disclose your Personal Information to third parties, in accordance with this Policy, in circumstances where you would reasonably expect us to disclose your information. For example, we may disclose your Personal Information to reputable third parties we engage with who assist us with our fundraising, programmatic and operational activities, such as;

  • Our Information Technology providers
  • Our marketing partners
  • Our mail house partners
  • Our professional services advisors
  • Our payment processing providers
  • Your financial institution in the case of direct debit or credit card transaction issues.

Additionally, Frontier Services also engages telemarketing and direct marketing agencies to support our fundraising activities. These third-party agencies may also collect your Personal Information directly from you when provided. At any time, you may contact us to cease receiving direct marketing communications from us.

In the event someone makes a donation to Frontier Services on your behalf, and asks that you receive information about their gift, we will collect the Personal Information they provide about you.

Some third-party service providers we disclose Personal Information to, such as cloud service providers, may be based in or have servers located outside of Australia. Where we disclose your Personal Information to third parties overseas, we will take reasonable steps to ensure that data security and appropriate privacy practices are maintained. We will only disclose to overseas third parties if:

  • you have given us your consent to disclose Personal Information to that third party; or
  • we reasonably believe that:
    – the overseas recipient is subject to a law or binding scheme that is, overall, substantially similar to the APPs; and
    – the law or binding scheme can be enforced; or
  • the disclosure is required or authorised by an Australian law or court order

Disclosing Your Personal Information

Unless required to by law, Frontier Services will, under no circumstances, rent, sell or exchange your Personal Information without your consent.

Our Website and Social Media Platforms

To enhance user experiences and improve our services, Frontier Services’ website utilises third-party cookies. These cookies assist us in improving user experience. Personal Information is not disclosed. You may disable cookies at any time by adjusting your browser and/or device settings.

Across our social media platforms, we also use a wide range of widgets and applications that enable information sharing, subject to the privacy policies of the relevant business providing the widget or application. It is important to note that Personal Information shared by you on social media features may be visible to other users, with limited control from our end.

Additionally, Frontier Services also uses analytic cloud services, such as Google Analytics, across our website and social media platforms. While this data is mostly anonymous, it is possible that we may connect certain activities to individuals.

Children and Young Persons

Frontier Services is dedicated to safeguarding the privacy of Children and Young Persons, particularly in an online environment. In the event Personal Information related to a child or young person comes to our attention, unless associated with an adult engaged in our programs, and with their consent, any information will be de-identified and destroyed immediately. Additionally, we will never knowingly collect Personal Information from individuals under the age of 18 years without prior consent from a parent or guardian.

Accessing and Updating your Personal Information

You have the right to access, update, correct, or remove your Personal Information at any time. To do so, please contact us in writing by emailing your request to fsfundraising@frontierservices.org. All requests for access or updates to your Personal Information will be free of charge. For security purposes, you will be required to verify your identity before any Personal Information is disclosed. If your Personal Information has been corrected and was previously disclosed to third parties by us, you can request that we notify those third parties of the correction.

Requests will be responded to within a reasonable period of time unless it is unreasonable or impracticable to do so. All reasonable steps to comply with a request will be made, unless there is a need to keep information for legal, auditing or internal risk management reasons. If we refuse to give access to, update, correct, or remove your Personal Information, we will provide you written notice with our decision and our reasons where it is reasonable to do so. We will also provide the mechanisms of complaint available to you, including those in this Privacy Policy or otherwise.

Feedback and Complaints

Frontier Services is committed to safeguarding the privacy and security of its supporters and program participants. If you wish to make a complaint or provide feedback about our privacy practices, or about a breach of the APPs established under the Privacy Act, please contact us in writing at privacy@frontierservices.org.

Your feedback is important to us, and we will endeavour to reply to you within 30 days of receipt.

We expect that we can mutually resolve your matter, however if you are not satisfied with our response, you may refer your matter to the Australian Information Commissioner. For more information, please visit www.oaic.gov.au.

How to Contact Us

If you have any questions in relation to this Privacy Policy or our handling of your Personal Information, please contact us at:

Phone: 1300 787 247
Email: privacy@frontierservices.org
Post: PO Box 3424 Parramatta NSW 2124