At Mind, we are very serious about your rights to privacy, dignity and respect. Here we explain what you can expect from us in relation to any information you give us, and how to provide feedback or make a complaint.

We also put a lot of effort into our quality of service, and that means listening to our clients, families and other carers - so we encourage consumers and carers to contribute their ideas and viewpoints to our service design, advocacy agenda and to participate in relevant research.

We'd like to let you know how Mind works, so you can get the most out of our services and support. 

What you need to know booklet cover

What you need to know booklet

What you need to know booklet cover

Easy English version - What you need to know booklet
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Data collection and privacy statement

Data collection and privacy statement

When you enquire about Mind support services, we will collect your name, contact details and some information about your support needs and keep it in an electronic file. If you go on to become a client of Mind we will add more information about your health, wellbeing and support needs, and will continue to update this information.

This information helps us deliver the best possible service and provides a record of the services you receive. You can choose not to share some of your information.

Your information is confidential and is stored securely at all times. We have strict policies about who can see and use your information. We can only release information about you to others if you agree, or if it is required by law, such as in a medical emergency, or if it is required for your treatment or care.

We sometimes use information from our client database for research, planning and funding requirements, but we will not pass on your name and contact details.

You have the right to request access to your client file and to add any comments or notes to it or make a correction. If for any reason we cannot give you access to some of your information, we will let you know why.

You will be asked if you agree to receive newsletters, invitations to events and other information about Mind activities. You are under no obligation to receive these and can opt out at any time you wish.

If you have any questions regarding the privacy of your personal and health information, please talk to a Mind staff member or ask to speak with Mind’s Privacy, Feedback and Complaints Officer, feedback@mindaustralia.org.au.


 

Feedback and complaints

Feedback and complaints

We are always trying to do things better at Mind, which is why we appreciate feedback about our services - about what's working, what isn't, and what could just be better. This might even include making a complaint, too. If you wish to make a complaint, you can do this by:

  • speaking to a Mind service manager or staff member
  • asking someone you trust to tell us for you
  • calling the Mind Privacy, Feedback and Complaints Officer on 1300 286 463 (1300 AT MIND)
  • sending us an email at feedback@mindaustralia.org.au
  • writing us a letter: Privacy, Feedback and Complaints Officer, Mind Australia Limited, PO Box 592, Heidelberg, VIC. 3084

When making a complaint, it's important that you explain the problem and how you'd like it resolved. One of our staff members will speak with you directly about your complaint (we can arrange an interpreter if you need one). We'll always inform you about the outcome of your complaint too.

If you make a complaint, we'll aim to resolve this for you promptly.

 

 

Have your say

Have your say

The lived experience of clients, their family members, friends and other carers is important to us.

There are lots of ways you can tell us what you think - such as being a part of workshops, surveys, committees and reference groups.

Keen to join? Just ask one of our staff or email:  participation@mindaustralia.org.au.