1. Introduction
Tajiks Council of Australia Inc. respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, disclose, and protect personal information in connection with our website, membership applications, event registrations, newsletter subscriptions, volunteer activities, and community programs. This policy is intended to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
2. Information We Collect
We may collect personal information such as your name, email address, phone number, residential address, date of birth, gender, occupation, membership application details, volunteer application details, event registration information, newsletter subscription information, photographs and videos taken at events, communications and correspondence, and technical information such as your IP address, browser type, device information, and website usage data.
3. How We Collect Information
We collect information when you visit our website, complete a Join Us or membership form, subscribe to our newsletters, register for events, apply to volunteer, contact us by email or through online forms, participate in community activities, or interact with our social media channels.
4. Why We Collect Information
We collect personal information to process applications and registrations, communicate with members, applicants, and subscribers, send newsletters and event invitations, manage events and community activities, maintain membership and volunteer records, improve our website and services, comply with legal and governance obligations, and protect the safety and integrity of the organisation.
5. Newsletter and Email Communications
If you subscribe to our mailing list, we may send you community news, blog updates, event invitations, organisational announcements, and educational and cultural content. You may unsubscribe at any time by using the unsubscribe link included in our emails. We may also send administrative emails relating to your applications, registrations, enquiries, and participation in our activities.
6. Cookies and Website Analytics
Our website may use cookies and similar technologies to improve website performance, remember your preferences, enhance security, and analyse website traffic and usage. You can control cookies through your browser settings. If you disable cookies, some website features may not function correctly.
7. How We Use Your Information
We use your information to review and process applications, respond to enquiries, manage subscriptions, organise and administer events, maintain historical and administrative records, prepare internal reports and statistics, and ensure website security and prevent abuse.
8. Disclosure of Personal Information
We do not sell, rent, or trade your personal information. We may disclose personal information to committee members and authorised administrators, website hosting providers, email and newsletter service providers, IT and technical support providers, and government authorities where disclosure is required by law.
9. Overseas Data Storage
Some of our service providers may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure that appropriate safeguards are in place to protect your information.
10. Data Security
We take reasonable steps to protect personal information from unauthorised access, misuse, loss, modification, and disclosure. Security measures may include secure hosting, password protection, SSL encryption, access controls, spam protection, and other technical and organisational safeguards.
11. Data Retention
We retain personal information only for as long as reasonably necessary for operational purposes, legal obligations, governance requirements, and historical and administrative records. Information that is no longer required may be securely deleted or destroyed.
12. Access and Correction
You may request access to the personal information we hold about you and request correction of inaccurate or incomplete information by contacting us.
13. Deletion Requests
You may request deletion of your personal information. We will consider such requests subject to our legal, administrative, and governance obligations and any records we are required to retain.
14. Children’s Privacy
We take reasonable steps to protect the privacy of children and young people. Where appropriate, parental or guardian consent may be required before collecting or using a child’s personal information.
15. Photography and Media
Photographs and videos may be taken at public events and used on our website, social media channels, newsletters, reports, and promotional materials. Where practical, consent will be sought before using identifiable images, particularly of children. If you do not wish to appear in photographs or videos, please inform the organisers.
16. Third-Party Websites
Our website may contain links to external websites. We are not responsible for the privacy practices, content, or security of third-party websites.
17. Data Usage Policy
Personal information collected by Tajiks Council of Australia Inc. is used for membership and community administration, volunteer coordination, event management, newsletter distribution, internal reporting and planning, and historical and organisational record keeping. We collect only information reasonably necessary for these purposes and do not use personal information for unrelated commercial purposes.
18. Cookie Policy
Cookies are small text files stored on your device to improve website functionality. We may use essential cookies, security cookies, analytics cookies, and preference cookies. You may disable cookies through your browser settings, although some parts of the website may not function properly.
19. Complaints About Privacy
If you have concerns about how your personal information is handled, you may contact our Privacy Officer using the details below. We will investigate the matter and respond within a reasonable time.
20. Support Policy
1. Purpose
The Tajiks Council of Australia (TCA) provides volunteer-based administrative assistance to community members who may need help completing forms, understanding administrative processes, accessing online government services, creating online accounts or portals, and preparing or submitting documents.
This service is provided as general community assistance only. TCA volunteers do not provide legal, migration, financial or other professional advice unless the volunteer is appropriately qualified, authorised and acting within the scope of that qualification.
TCA will provide the service with reasonable care and skill, subject to the nature and limits of a volunteer service. TCA does not guarantee that information or assistance will be complete, accurate, current, suitable for a particular purpose or successful, particularly where information is supplied by the person receiving support or requirements are changed by a government department, agency or third-party service.
Nothing in this policy excludes, restricts or modifies any right, guarantee, warranty, duty or liability that cannot lawfully be excluded, restricted or modified under applicable Australian law, including the Australian Consumer Law where it applies. Nothing in this policy limits liability for fraud, wilful misconduct, or conduct that cannot lawfully be limited or excluded.
2. Responsibilities of Volunteers
TCA volunteers must:
* Treat every person with respect, dignity, fairness and confidentiality.
* Provide assistance within their knowledge, experience, training and authorised role.
* Explain information clearly and allow the person receiving assistance to make their own decisions.
* Take reasonable care when assisting with forms, documents and online processes.
* Ask whether the person has any communication, accessibility or support needs and, where reasonably practicable, arrange reasonable adjustments before or during the support session.
* Never knowingly enter false, misleading or incomplete information into an application or form.
* Never sign a declaration, consent or application on behalf of another person unless legally authorised and properly instructed.
* Protect personal information, documents, identification records and account details provided during the support process.
* Not copy, retain, photograph, share or use personal documents unless reasonably necessary for the approved support service, with appropriate consent, and handled in accordance with TCA’s Privacy Policy.
* Avoid requesting or retaining a person’s password, PIN, security code or other confidential login credential. Where a person must enter such information, the person should do so themselves wherever practicable.
* Declare any actual, potential or perceived conflict of interest and refer the matter to TCA where appropriate.
* Report any privacy, security, safeguarding, discrimination, harassment or other serious concern to the authorised TCA representative as soon as practicable.
* Not discriminate against, harass or victimise any person on a prohibited ground under applicable Australian law.
Volunteers are not required to provide assistance outside their role, competence, training or availability. Where a matter requires professional advice or specialist assistance, the volunteer should explain this and, where appropriate, refer the person to the relevant government agency or an appropriately qualified professional.
3. Accessibility and Reasonable Adjustments
TCA aims to make its volunteer support service accessible, inclusive and respectful for people with disability, limited English proficiency, literacy or digital access needs, communication difficulties, cultural or religious requirements, or other circumstances that may affect their ability to access the service.
3.1 Identifying support needs
When arranging assistance, volunteers should ask the person, in a respectful and non-intrusive way, whether they require any reasonable adjustment or communication support. A person does not need to disclose a diagnosis or provide unnecessary medical information to request an adjustment.
Volunteers should discuss the person’s preferred:
* language and communication method;
* format for receiving information;
* location, appointment type and accessibility requirements;
* use of an interpreter, support person, advocate or carer; and
* method for confirming information and giving consent.
A person may request an adjustment at any stage, including after an appointment has been arranged. Volunteers should respond promptly and refer requests they cannot arrange to the authorised TCA representative.
3.2 Interpreters and language assistance
Where a person has difficulty understanding or communicating in English, TCA will, where reasonably practicable, arrange an interpreter or other suitable language assistance for the support session.
Depending on the circumstances, this may include:
* a qualified or accredited interpreter;
* a telephone or video interpreting service;
* a TCA volunteer who is competent in the relevant language and is authorised to assist; or
* another interpreter or language support person agreed to by the person receiving support.
Volunteers should not rely on children or other minors to interpret sensitive, legal, financial, health or personal information except in an immediate emergency where no safer option is available. Volunteers should also avoid relying on family members or friends where the information is confidential, complex or likely to affect the person’s independent decision-making.
The person receiving support should be informed that an interpreter assists with communication but does not make decisions, provide independent legal or migration advice, or replace the person’s responsibility to review and approve information before it is submitted.
Where an interpreter is arranged, volunteers should:
* explain the interpreter’s role and confidentiality expectations;
* speak directly to the person receiving support, not only to the interpreter;
* use clear, plain language and short sections of information;
* pause regularly to allow interpretation and questions;
* check understanding without asking the person to disclose more information than necessary; and
* record only the minimum information needed about the interpreting arrangement.
TCA may be unable to arrange an interpreter immediately. In that situation, the volunteer should offer a reasonable alternative, such as rescheduling, using a telephone interpreting service, providing translated written information, or referring the person to an organisation that can provide suitable language assistance.
3.3 Translated information
Where reasonably practicable, TCA will provide key information about the service, privacy, consent, complaints and relevant appointment arrangements in a language the person can understand.
Translated information may be provided through:
* written translations;
* bilingual or multilingual summaries;
* translated email or text messages;
* audio or video explanations;
* telephone or video interpreting; or
* referral to an official translated resource provided by the relevant government department or agency.
Where a translated version is not available, the volunteer should explain the information using plain language and an interpreter or other suitable communication support where necessary. If there is any difference between a translated summary and an official form, notice or government requirement, the official source will generally control. The volunteer should identify this clearly and encourage the person to verify important requirements with the relevant department or an appropriately qualified professional.
Volunteers must not describe an informal translation as an official translation or certified translation. Where a government department or other organisation requires a certified translation, the person receiving support remains responsible for arranging it unless TCA has expressly agreed to assist with that arrangement.
3.4 Accessible formats
Where reasonably practicable, TCA will provide information in an accessible format requested by the person. This may include:
* large print;
* electronic text compatible with screen readers;
* accessible Word or PDF documents;
* plain-language versions;
* audio recordings;
* information provided verbally;
* high-contrast or enlarged materials;
* printed copies;
* alternative communication through email, telephone, text message or video call; or
* additional time to read, understand, respond or complete a task.
Volunteers should not assume that a particular format will meet a person’s needs. They should ask what format is most useful and, where possible, confirm that the person can access and understand the information before proceeding.
Where TCA cannot provide a requested format directly, the volunteer should consider a reasonable alternative, seek assistance from the authorised TCA representative, or refer the person to an organisation that can provide the format.
3.5 Support persons, advocates and carers
A person receiving support may bring a support person, advocate, carer, family member or other trusted person to an appointment, subject to reasonable privacy and safety requirements.
Before discussing personal information in the presence of another person, the volunteer should:
* confirm that the person receiving support wants that person present;
* explain that the support person may hear confidential information;
* obtain any consent required to communicate with or disclose information to the support person; and
* continue to communicate with and obtain decisions from the person receiving support wherever practicable.
A support person may assist with communication, emotional support, mobility, note-taking or understanding information. They must not pressure, threaten or make decisions for the person receiving support unless they have lawful authority to do so.
A volunteer may ask a support person to leave, limit their involvement or arrange an alternative support method where there is a reasonable concern about coercion, exploitation, privacy, safety, conflict of interest or interference with the person’s independent decision-making. The volunteer should explain the reason where it is safe and appropriate to do so.
Where a person has a formal guardian, nominee, authorised representative or other decision-maker, the volunteer should request evidence of that authority where necessary and should only disclose or accept instructions within the scope of the authority.
3.6 Physical, sensory and communication adjustments
Where support is provided in person, volunteers should consider reasonable arrangements such as:
* an accessible entrance and meeting room;
* seating suitable for the person’s needs;
* reduced background noise or a quieter appointment location;
* adequate lighting;
* permission for assistance animals;
* additional time or breaks;
* a support person or communication aid;
* remote or telephone assistance where travel is difficult; and
* flexible appointment times where reasonably practicable.
Volunteers should not touch, move or assist a person physically without consent, except where immediate action is necessary to prevent serious harm.
For people who are Deaf or hard of hearing, volunteers should ask whether the person prefers an Auslan interpreter, captioning, written communication, a hearing loop, video communication or another method. For people with speech or communication disabilities, volunteers should allow additional time, avoid interrupting and use the person’s preferred communication method.
3.7 Digital accessibility and assistance
Where a person has difficulty using a website, online portal, device or assistive technology, volunteers may provide step-by-step guidance, subject to the account security requirements in this policy.
Volunteers should:
* allow the person to operate their own device or account wherever practicable;
* describe actions before taking them;
* avoid changing accessibility settings without consent;
* provide information in a format compatible with the person’s assistive technology where possible;
* allow additional time for navigation and verification; and
* avoid requesting passwords, PINs or security codes.
If a government website or third-party service is not accessible, the volunteer should help the person identify an alternative contact method, accessibility service, paper process or other reasonable option where available. TCA cannot guarantee the accessibility, availability or operation of an external website or portal.
3.8 Arranging and recording adjustments
Volunteers should arrange reasonable adjustments in consultation with the person and, where necessary, the authorised TCA representative. Adjustments should be proportionate to the person’s needs and the nature of the service.
Volunteers should record only the minimum information necessary to arrange and provide the adjustment, such as the preferred language, communication method, format or appointment requirement. They should not record unnecessary medical or disability details.
If an adjustment cannot reasonably be provided, the volunteer should:
* explain the limitation respectfully;
* consider whether another adjustment or alternative service is available;
* offer to reschedule where this may resolve the issue;
* refer the matter to the authorised TCA representative; and
* where appropriate, provide information about an external organisation or government service that may be able to assist.
TCA will not refuse or withdraw assistance merely because a person requests a reasonable adjustment. An adjustment may be declined only where it would create an unjustifiable hardship, a serious safety or privacy risk, or another lawful and substantial limitation. Any such decision should be made by an authorised TCA representative where practicable and explained to the person.
4. Responsibilities of the Person Receiving Support
The person requesting assistance should:
* Provide accurate, complete and truthful information.
* Provide genuine documents where supporting evidence is required.
* Review information carefully and correct any error before an application or document is submitted.
* Keep passwords, verification codes and other account credentials secure.
* Inform the volunteer if they do not understand something before agreeing to or submitting it.
* Tell TCA about any accessibility, communication, language, format or support person requirements as early as practicable.
* Tell TCA if an arranged adjustment is not suitable or if further assistance is needed.
* Treat TCA volunteers and other service users respectfully and not engage in threatening, abusive, discriminatory or harassing conduct.
* Understand that they remain responsible for decisions they make and for information and documents they approve or submit, subject to any rights they may have under applicable law.
* Contact the relevant government department or an appropriately qualified professional where official or professional advice is required.
* Independently verify important information, requirements, deadlines, fees and instructions before relying on them, particularly where the information may have changed.
The person receiving support should not ask a volunteer to provide false information, conceal relevant information, misuse an account or act outside the volunteer’s authorised role.
5. Privacy and Confidentiality
Personal information received through this service will be collected, used, stored and disclosed only as reasonably necessary for providing, administering, improving or protecting the service, or as otherwise permitted or required by law. TCA will handle personal information in accordance with its Privacy Policy and applicable Australian privacy requirements.
TCA will take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No organisation can guarantee absolute security, particularly where information is transmitted through the internet or third-party systems.
Volunteers must not disclose a person’s information to family members, community members or other third parties without appropriate consent, except where disclosure is reasonably necessary for the service, permitted or required by law, or necessary to address a serious safety or security concern.
Where practicable, TCA will explain why information is being collected, how it will be used and whether providing it is necessary for the requested assistance. A person may decline to provide information, but TCA may then be unable to provide some or all of the requested assistance.
If TCA becomes aware of a suspected or actual eligible data breach, it will assess and respond to the incident and make any notification required by applicable law.
6. Government Accounts and Online Portals
Where assistance involves a government website, online account or portal, the account remains under the ownership and control of the person receiving support.
Where practicable, the person should personally enter passwords, security answers and verification codes. Volunteers must not request or retain these credentials unnecessarily, take control of an individual’s account, or continue accessing it after the assistance has been completed unless there is a legitimate, authorised and documented reason.
TCA is not responsible for the operation, availability, security, content, requirements, errors, delays, outages or decisions of a government website, online portal or third-party service. This does not limit any rights or remedies that cannot lawfully be excluded.
7. No Guarantee of Outcome
TCA and its volunteers assist with administrative processes but do not control decisions made by government departments, agencies or other organisations.
Receiving assistance from TCA does not guarantee that an application will be accepted, approved or processed within a particular period. TCA does not guarantee that a government department, agency or third-party service will accept information prepared or submitted with assistance.
TCA is not responsible for a refusal, rejection, cancellation, delay, change in circumstances, missed deadline, additional cost or other outcome caused by the decision or conduct of a government department, agency or third-party service, or by information or instructions supplied by the person receiving support. This does not exclude liability for TCA’s own conduct to the extent that liability cannot lawfully be excluded.
8. Responsibility and Liability
TCA does not accept responsibility for matters outside its reasonable control, including decisions, requirements, delays, outages or conduct of government departments, agencies and third-party service providers, or inaccurate or incomplete information supplied by the person receiving support.
To the maximum extent permitted by law, TCA is not liable for loss or damage caused solely by those matters. However, TCA remains responsible for its own acts and omissions to the extent required by law, including where TCA has failed to exercise reasonable care and skill or has breached a non-excludable obligation.
Nothing in this policy:
* excludes, restricts or modifies a consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified;
* excludes liability for fraud, wilful misconduct or conduct that cannot lawfully be limited or excluded;
* prevents a person from making a complaint, reporting a matter to a regulator or exercising a legal right; or
* requires a person to release or indemnify TCA for liability that cannot lawfully be released or indemnified.
TCA does not ask a person receiving support to waive legal rights or agree that TCA is never responsible for its own conduct.
9. Free Volunteer Service
Unless TCA clearly states otherwise in advance, volunteer community assistance is provided without a service fee. Volunteers must not personally request or accept payment in exchange for providing TCA volunteer services.
Any official government or third-party application fees remain the responsibility of the applicant. The applicant may also be responsible for professional fees, translation fees, certification fees, travel costs, postage, technology costs or other expenses connected with their application or request. TCA will not impose a fee without clearly informing the person of the fee and obtaining any consent required by law.
Where an interpreter, translation, accessible format, transport arrangement, support person or other adjustment involves a cost, TCA will explain the cost and obtain the person’s agreement before incurring it, unless the cost is covered by TCA or another service provider. TCA will consider lower-cost or free alternatives where reasonably practicable.
10. Refusal or Withdrawal of Assistance
TCA or a volunteer may decline, pause or discontinue assistance where:
* false or misleading information is provided;
* fraudulent or unlawful activity is suspected;
* the request is outside the volunteer’s role, competence, training or availability;
* professional or specialist advice is required;
* the volunteer is subjected to threatening, abusive, discriminatory or harassing behaviour;
* continuing the assistance may create a privacy, safety, legal or conflict-of-interest concern; or
* the service cannot reasonably be provided because of accessibility, communication, technology or other practical limitations, after reasonable adjustments and alternative arrangements have been considered.
TCA will not refuse or withdraw assistance for a discriminatory reason. Where reasonably practicable, TCA will consider reasonable adjustments or alternative arrangements for a person with disability or other accessibility needs.
Where assistance is declined or withdrawn, TCA will, where appropriate, explain the general reason and suggest an alternative source of assistance. TCA will not knowingly leave a person without reasonable opportunity to meet an urgent deadline where TCA has created a material reliance or has undertaken to complete a specific task, except where immediate withdrawal is necessary for safety, legality or privacy.
11. Acknowledgement and Consent
By requesting or receiving volunteer support from the Tajiks Council of Australia, the person acknowledges that:
* the service is volunteer-based administrative assistance;
* the volunteer is not acting as their lawyer, migration agent, financial adviser or government representative unless expressly stated and legally authorised;
* they should review and confirm the accuracy, completeness and submission of their information and application;
* they should independently verify important information, requirements and deadlines;
* government and third-party decisions are outside TCA’s control;
* TCA does not guarantee a particular result or outcome;
* personal information will be handled in accordance with TCA’s Privacy Policy;
* they may request an interpreter, translated information, an accessible format, a support person or another reasonable adjustment; and
* they should obtain independent legal, migration, financial or other professional advice where required.
This acknowledgement does not exclude or limit any right, guarantee, remedy or liability that cannot lawfully be excluded or limited. Consent to the handling of personal information will be obtained in a manner appropriate to the information and the purpose for which it is collected.
12. Complaints and Concerns
Any concern regarding a volunteer, privacy, confidentiality, discrimination, harassment, accessibility, a requested adjustment or the support received should be reported to the Tajiks Council of Australia as soon as practicable.
TCA will handle complaints fairly, respectfully and, where practicable, confidentially. TCA will consider reasonable communication adjustments when handling a complaint, including an interpreter, translated information, an accessible format, a support person, additional time or an alternative method of communication. TCA may ask for relevant information, provide an acknowledgement, investigate the concern and communicate the outcome or next steps. A person will not be disadvantaged merely for making a complaint in good faith.
TCA may suspend or terminate a volunteer’s involvement or a support request where necessary to protect people, information, the integrity of the service or compliance with the law.
Making a complaint does not prevent a person from contacting a relevant government agency, regulator, ombudsman, privacy authority, anti-discrimination body or other external organisation, or from exercising any legal right.
Tajiks Council of Australia
Website: tajiks.org.au
For your Support Request Form, I recommend putting a required checkbox immediately before Submit saying: “I have read and agree to the Volunteer Support Policy and Privacy Policy.” This gives both sides a clear acknowledgement before assistance begins.
21. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes take effect immediately upon publication on our website.
22. Contact Information
Privacy Officer
Tajiks Council of Australia Inc.
Email: info@tajiks.org.au
Website: https://tajiks.org.au
Location: Melbourne, Victoria, Australia
If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner.
This Privacy Policy is governed by the laws of Victoria, Australia and the Commonwealth of Australia.
Tajiks Council of Australia Inc. respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, disclose, and protect personal information in connection with our website, membership applications, event registrations, newsletter subscriptions, volunteer activities, and community programs. This policy is intended to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.