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Privacy Policy

We're committed to protecting your privacy and acting in accordance with our legal obligations.

At CCCM, we're committed to keeping your information safe. This Privacy Policy (Policy) explains how we collect, use and disclose information about our clients, volunteers, and staff members. It also explains how to contact us if you have any questions about the management of your personal information or would like to access the personal information we hold about you.

“We”, “us”, “our” and “CCCM” means Combined Churches Caring Melton Inc. (ABN 56 088 223 964 and registration number A0030990P) providing social support services within the City of Melton.
This Policy describes how we comply with our obligations under the Australian Privacy Act 1988 (Cth) and Health Records Act 2001 (Vic).

We may amend this Policy at any time by posting the updated version on our website. We are not responsible for the privacy practices of sites that are linked to this website via hyperlinks, banner advertising or otherwise.

Information Collected

Generally, the information we collect about our clients and volunteers includes contact details, employment history, income, concession details, the circumstances surrounding your use of our services or other details filled in on our volunteer registration form, client registration forms, web contact form, when you call, email or visit us in person, or when you contact us via social media. Information provided to CCCM can also include sensitive information such as government identifiers (eg: CRN), health information, religious affiliation and financial information. This is not an exhaustive list of the information we may collect about you or the methods by which we may collect it.

Generally, we will endeavour to seek consent from you prior to collection however in cases where this is not possible for any reason, we will notify you as soon as practicable after collection where necessary. We may also collect limited information about you (such as your name and age) from a family member who is accessing our services where there is an expectation they will notify you of the collection of information as it may not be practicable for us to do so due to the limited information collected.

We may also collect additional information about our clients or volunteers, including medical history, court orders either directly, or through our partners who refer to us such as local churches or healthcare and support agencies. Your information held with them is subject to their own policies which you can find by contacting them.

We may also collect information about your use of our website using cookies. We use cookies and other third-party software to collect information on our website activity such as number of visitors, number of pages viewed, location based on IP, browser type and referring source. This information is collected to analyse and improve our website, marketing campaigns, and to record statistics on web traffic. This data will not be used to personally identify a person. You cannot opt out of the automatic collection of information that is used for analytics purposes. However, you may choose to disable cookies or delete individual cookies. If you choose to disable cookies, the website may not function fully and your ability to use our website may be impaired.

You may contact us anonymously or by using a pseudonym but in this situation, we can only provide general information and advice. However, we are not able to provide you with our services anonymously or when using a pseudonym.

How your information is used

We use your information primarily to deliver and administer our services to you. We may also use it to:

  • sell, deliver, administer, improve and personalise our products and services across our foodbank and Op Shop and any other services we may provide or create.

  • source products for sale or provide to our clients through the foodbank and Op Shop.

  • process donations, provide receipts and conduct marketing activity with donors.

  • process payments and donations and to deal with your feedback or complaints or provide discounts where applicable

  • better understand our clients’ requirements and preferences, conduct market research, personalise and improve our service and to provide services and offers that are of greater interest or benefit to you

  • to communicate with you

  • undertake and administer promotions, events, marketing activities, direct marketing, analysis of trends and demographics and other marketing or promotional activities

  • administer our website and social media, protect against cybercrime, fraud and theft

  • maintain and update our records regarding our service delivery and Op Shop sales activity.

Please be aware that this list is broad and not exhaustive, and we may use your information for other purposes, but we will endeavour to notify you prior to use where we deem the use falls outside of the abovementioned purposes. In the case of a law enforcement request or other use required by law, it may be impracticable or unreasonable to notify you.

From time to time, we may also use your personal information to send you targeted news, offers and promotions of our products and services. If you do not wish to receive these communications you can opt-out by contacting us or using the link provided in the communication.

How we disclose your information

We may disclose information about you to third parties for a number of reasons including:

  • If required by law or legal process. For example, if we're provided with a court order that we must comply with, or where it is necessary to lessen or prevent a serious and imminent threat to an individual’s life, health, safety or welfare.
  • To our advisers or to companies who are responsible for parts of our service delivery – including to delivery companies, software companies, suppliers, and mail houses. For example, we may send you a letter via post using the services of a mail house to do so.
  • Government agencies such as Centrelink. For example, we may confirm your concession card status, payment details or your personal details by using their electronic verification services. You can withdraw your consent if you wish to, however we may not be able to provide services to you if you choose to do so or we may ask you to verify the requested information another way.
  • Where we assist you in accessing services from another organisation or refer you to another organisation for their services. For example, we may disclose your information to your electricity company where we are assisting you in accessing their financial assistance program or setting up a payment plan. Another example may be that we are referring you to an organisation who specialises in domestic and family violence services, such as The Orange Door.

Any information provided to third parties is provided on a limited and need-to-know basis only.

We may occasionally transfer your personal information to organisations located overseas, for example where we use service providers (for example: our email hosting or our client management system) based overseas. We currently use providers that may store your information in Australia, the United States of America, European Union (EU) and the Asia-Pacific region.

We require overseas recipients to use personal information only for the purpose provided and to implement strict confidentiality and data protection arrangements.

Your information may also be stored on computer servers located outside of Australia however where possible, we do prioritise servers based in Australia. We will take reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

How we store and protect your information

CCCM has security measures aimed at protecting your personal and health information from misuse, loss, unauthorised access or disclosure, whether it is stored physically or electronically.

Accessing and correcting your information

You can request access to your information or that your information be corrected by contacting us using the details below. We may also ask you from time-to-time to confirm your information is up-to-date and update it where necessary when accessing our services. A fee may apply for providing access to your information outside of accessing our services as permitted by the relevant legislation.

Complaints and contact details

If you have a question about this policy or wish to make a complaint about the way we have collected, used, held or disclosed your personal information, please contact us at the address below. We may need to contact you for further details to investigate your complaint.

If you wish to make a formal complaint, please make your complaint in writing to our Privacy Officer. We will consider your complaint promptly and contact you to seek to resolve the matter, usually within 30 days. If we have not responded to you within a reasonable time, you are entitled under the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner.

You can write to our Privacy Officer by sending a letter to:

CCCM – Privacy Officer
PO Box 387, Melton VIC 3337
You can also contact us via email if you wish - just mark your email as being for our privacy officer.

Office of the Australian Information Commissioner – Website: www.oaic.gov.au(Opens in a new tab/window)
Last updated: January 2024 (Revised to simplify and provide additional details on how we collect and use your information, as well as update our contact information. There are no changes to how we process or use your information.)

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