The purpose of this policy is to provide a framework for the protection of individuals regarding the collecting, use, storage and processing of their personal information.
Personal information is any information that directly or indirectly identifies a person.
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Policy
Money Mentors is committed to protecting and upholding the right to privacy of clients, staff, volunteers, Board members and representatives of agencies we deal with.
Money Mentors is particularly committed to protecting and upholding the rights of our clients to privacy in the way we collect, store and use information about them, their needs and the services we provide to them.
Money Mentors requires staff, volunteers and Board members to be consistent and careful in the way they manage what is written. The content of records must be written in an objective and professional manner and not include discriminatory or defamatory statements.
Money Mentors will follow the guidelines of the Australian Privacy Principles and ensure that:
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it meets its legal and ethical obligations in relation to protecting privacy
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clients and personnel are provided with information about their rights regarding privacy
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all staff, volunteers, Board members and contractors understand what is required in meeting these obligations.
Money Mentors commits to:
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Collect only information that Money Mentors requires for its primary activities.
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Ensure that clients are informed as to why Money Mentors collects the information and how it administers the information gathered.
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Use and disclose personal information only with the person’s consent, unless required by law, a court order or duty of care to protect the safety of an individual.
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Store personal information securely, protecting it from unauthorised access; and
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Upon request, provide individuals with access to their own information, and the right to seek its correction.
Use of photographs
Money Mentors will ensure that is has permission to use photographs that identify individuals.
Where possible, Money Mentors will ask individuals to sign a release form, authorising permission for their photograph to be used for Money Mentors publicity or reporting purposes.
When photographs are supplied by a third party, the third party will be asked if permission has been obtained to use the photographs. Written confirmation from the third party (email, letter or fax) will be accepted as authorisation by the individual/s involved.
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2.18 Client Dispute Resolution Policy
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Purpose
To provide a clear and transparent process for resolving any disputes that may arise between clients and MONEY MENTORS. The aim of the policy is to ensure that disputes are handled fairly, respectfully, and in a timely manner.
This policy applies to all clients receiving services from MONEY MENTORS
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Definitions
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Complaint: Any written or verbal expression of dissatisfaction or concern raised by a client regarding the services provided.
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Dispute: A more formal disagreement where the client feels their complaint has not been resolved or adequately addressed.
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Resolution: The process of finding a satisfactory outcome for both the client and the organization through mediation, negotiation, or other means.
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Principles
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Respect and Fairness: All disputes will be handled respectfully and fairly.
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Confidentiality: All information related to the dispute will be treated confidentially.
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Timeliness: Disputes will be addressed promptly, within a reasonable timeframe.
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Impartiality: Dispute resolution will be handled by individuals who are not involved in the matter under dispute.
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Accessibility: Clients will always have access to this policy, and it will be made available through our website, during the intake process, and upon request.
2.18 Client Dispute Resolution Procedures
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Responsibilities
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Clients: Clients are expected to engage in the dispute resolution process respectfully and provide all relevant information.
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Financial Counsellors and CEO: MONEY MENTORS staff are expected to handle disputes professionally, ensuring that each case is handled impartially and in line with this policy.
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Clients are encouraged to address concerns informally with their Financial Counsellor. If the issue cannot be resolved informally, the following steps will be followed:
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Step 1 – Informal Discussion:
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Clients are encouraged to discuss the issue directly with their Financial Counsellor.
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The aim is to resolve concerns amicably and promptly at this stage.
Step 2 – Formal Complaint:
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If the issue remains unresolved, clients can submit a formal complaint in writing to the CEO at the following email address: Tim@moneymentors.org.au.
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The complaint should include a brief description of the issue, any relevant facts, and desired outcomes.
Step 3 – Investigation:
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The CEO will acknowledge receipt of the complaint within 14 business days.
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The CEO will conduct an impartial investigation into the matter, reviewing all relevant information.
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The client will be kept informed of the progress of the investigation.
Step 4 – Resolution:
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A resolution will be proposed within 30 business days from the date the complaint is received.
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If the client is dissatisfied with the proposed resolution, they will be informed of their right to escalate the matter.
Step 5 – External Mediation:
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If the dispute is still unresolved, the client may seek external mediation through a relevant third-party service, such as the Financial Counselling Australia dispute resolution service or the Ombudsman.
Non-Retaliation
MONEY MENTORS strictly prohibits retaliation against clients who make complaints or engage in the dispute resolution process in good faith.
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Legal Compliance
This policy complies with all relevant legislation and regulations, including those specific to non-profit organisations, consumer protection laws, and dispute resolution standards in Western Australia.
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Feedback Mechanism
After the resolution of a dispute, clients will be encouraged to provide feedback on the dispute resolution process. This feedback will be reviewed regularly to ensure the process remains effective and client focused.