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NDH 1800 007 007 Privacy and Complaints

Somerville Community Services Inc. (Somerville)

Information Privacy Statement
National Debt Helpline 1800 007 007

This privacy policy sets out how Somerville Community Services Inc. (Somerville) uses and protects any information that you give when you use this service. We are committed to ensuring that your privacy is protected. Any information you give to Somerville will be handled with the greatest care, and will not be used in ways to which you have not consented.

  1. Somerville is required to collect information from its clients for a number of purposes. These include:
    1. For the Provision of Care

      We are required to keep information:

      • to inform the worker currently engaged in the case as to important details concerning your contact with us;
      • to inform any subsequent worker or supervisor who may be involved with you in the future; and
      • to comply with accepted competent professional practice.
    2. To Improve Services

      Information collected can provide evidence of the need for improved or increased services.

    3. For Statistical Reports

      Statistical information is collated in a manner that is not identifiable to an individual person and is reported in aggregated form only, that is, in percentages or numbers only.

    4. For Internal Management Reporting and Monitoring of Services

      This information is not reported in any way that can identify individuals.

  2. Your information will only be communicated for professional purposes to persons legitimately concerned with your case with your written authority.

  3. We are required to comply with any legal requirements to disclose information. Mandatory reporting requirements are listed below.

  4. You are entitled to obtain access to your information held by us.

  5. Somerville records information, both manually and electronically.

If you would like more information, please contact:

Somerville Community Services - PALMERSTON
3 Victoria Drive, Gray
Phone: 08 8935 1500

Mandatory Reporting Requirements

There are times when we are required to provide information without the consent of the client. These include:

Domestic and Family Violence
The Domestic and Family Violence Amendment Act 2009 requires that all adults in the NT must report abuse that occurs in a domestic relationship and has caused "serious physical harm" or where there is a "serious or imminent threat to the life or safety" of a person.

Centrelink (The Department of Human Services)
On receipt of a formal written request, naming the relevant law, information must be provided to Centrelink.

Court Order
On receipt of a court order a copy of the client file may be provided to a solicitor with approval of the CEO.

On receipt of a subpoena the files and other information must be provided to the nominated individual or agency with approval of the CEO.

Mandatory Reporting – Children
The Care and Protection of Children Act 2007 requires that any person who believes on reasonable grounds that a child has been or is likely to suffer harm or exploitation or otherwise has been or is likely to be the victim of a sexual offence, as soon as possible after forming that belief, report (verbally or in writing) that belief and any knowledge or factual circumstances on which that knowledge is based (Division 3: Section 26, General obligations about reporting).

Somerville Community Services Inc.

Complaints Procedure

Complaints Procedure for the National Debt Helpline 1800 007 007

  • If clients are dissatisfied in any way with the service that they receive from Somerville Community Services, they are entitled to have their concerns investigated in a prompt and thorough manner.
  • If a client wishes to complain about any aspect of the service, they should initially approach the worker to discuss the matter.
  • If the complaint is not able to be resolved, or if the client would prefer not to discuss the problem with the worker, the complaint should be reported (either verbally or in writing) to the Financial Counselling Services Manager. The Financial Counselling Services Manager must complete the investigation of the complaint within the shortest time possible.
  • If the Financial Counselling Services Manager is unable to resolve the grievance/complaint, it is to be referred to and investigated by the Chief Executive Officer, who will promptly respond to the complainant.
  • Any client making a complaint will not be disadvantaged in the provision of services as a consequence of a complaint.
  • Somerville will respond to a complaint within 48 hours and will aim to resolve the complaint within 28 days. Some complaints may be complex and sensitive and may require lengthy investigations. Should this be the case the complainant will receive regular progress reports.
  • If a complaint is not satisfactorily resolved through the internal process, the matter can be referred to an external Complaints Service (for example the Health and Community Services Complaints Commission, the Anti-Discrimination Commissioner, the NT Ombudsman, or other legal processes).

Somerville Community Services - DARWIN
147 Lee Point Rd, Wagaman
Phone: 08 8920 4100