This policy was last updated in October 2022.
At DTS Group ACN 096 066 910 (DTS Group, we, us or our) we recognise that your privacy is very important to you – it is important to us as well because we are committed to valuing people – our supporters and workers.
DTS Group may be related to other companies and entities (related entities). This Privacy Policy applies to the use of your Personal Information by us and by those related entities from time to time, including entities in which we have part or full ownership. Those related entities may also have their own privacy policies which set out additional detail or differences in their privacy practices. To the extent that those privacy policies are inconsistent with this Privacy Policy, those privacy policies will prevail over this Privacy Policy in relation to the actions of those related entities. A reference in this Privacy Policy to DTS Group, we, us or our is also a reference to those related entities.
By personal information we mean information or an opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable.
DTS Group aims to ensure that it complies with the Privacy Act 1988 (Cth) (Privacy Act) including the Australian Privacy Principles, and the Spam Act 2003 (Cth) (Spam Act) which is aimed at reducing the number of unsolicited electronic commercial messages that you receive. When we refer to Privacy Law in this policy, we are referring to the Privacy Act including the Australian Privacy Principles and the Spam Act.
This policy seeks to address any potential concerns you may have about how personal information you provide to DTS Group is collected, held, used and disclosed.
The information set out below aims to address the relevant Australian Privacy Principles. This policy sets out information regarding the following:
At DTS Group we really value the contribution our supporters and others make to our work, so if you have a complaint please let us know. We will do our best to address and resolve any issues you have within a reasonable period of time, depending on the complexity of the issue. Where you ask for a response, you can usually expect to hear from us within 30 days.
If you:
have any questions, comments or concerns about what is explained in this policy or about our privacy practices or how we handle or process your personal information generally;
please contact our Privacy Officer in any of the ways set out in the \"Contacting us\" section of this policy.
You are generally entitled to access the personal information that we hold about you. You can access or correct your personal information by contacting us.
If at any time you want to know what personal information we hold about you, or to access or correct your personal information, please contact us in any of the ways set out in the \"Contacting us\" section of this policy. There may be some legal or administrative reasons to deny access. If we refuse your request to access your personal information, we will provide you with reasons for the refusal where we are required by law to give those reasons.
We take all reasonable steps to ensure that any personal information we collect and use is accurate, complete and up-to-date. To assist us in this, you need to provide true, accurate, current and complete information about yourself as requested, and promptly update the information provided to us to keep it true, accurate, current and complete. Please contact us in any of the ways set out in the \"Contacting us\" section of this policy if you believe that the personal information is inaccurate, incomplete or out of date, and we will use all reasonable efforts to correct the information.
If you wish to have your personal information deleted, we will take reasonable steps to delete it unless we need to keep it for legal, auditing or internal risk management reasons or for other reasons permitted or required by applicable law.
We collect and record personal information about individuals such as our supporters, potential supporters and their representatives, and any other person who comes into contact with DTS Group including the charities we serve, our providers and potential providers of goods and services, and their representatives, directors, partners, proprietors and shareholders, our contractors and subcontractors, and our employees past and present, including job applicants. However, employee information will be handled separately and is not within the scope of this policy.
Typically, we might ask for your title, name, postal address, telephone numbers (landline/mobile), email, payment details such as payment card or bank account details and date of birth.
We collect information about you from you and with your knowledge where reasonable and practicable. You might provide us with your personal information when you:
We need certain information to meet your expectations as a supporter. For example we may not be able to process your donation, and can't give you a tax receipt or send you information about your donation, if you choose not to provide your personal information such as name and address to us.
We take special care with your payment card details as we must under the Payment Card Industry Data Security Standard.
If you apply to work with us then we will collect information (such as your work experience and references) so that we can make a decision about this.
Sometimes we might collect your information from someone else such as where we buy a marketing list you have agreed to be on, where we are speaking to your representative or where a charity or business your represent has been referred to us by one of the charities we serve.
Sometimes we might ask you for sensitive information (such as health information). We are curious about what makes you passionate about supporting charities, your values or your opinions, as this helps us communicate with you better.
We may otherwise collect, use or disclose your personal information in other ways not stated in this policy where the collection, use or disclosure is:
Where we engage with you multiple times over a short period in relation to the same matter, we may not always provide you with a separate notice about privacy each time we engage with you.
We will generally use your information as you would reasonably expect. We may collect, hold, use and disclose your personal information:
We may disclose, or provide access to, your personal information to third parties in connection with the purposes described in this \"Using and sharing your information\" section of this policy. Depending on the circumstances and the nature of your engagement with us, we may disclose your personal information to our related entities, to third parties that provide products and services to us or through us, or to other third parties (such as your referee(s) in connection with a job application you have submitted).
We may disclose your personal information to:
We expect our service providers to also look after your information carefully. We sometimes use third party service providers based overseas and cloud storage facilities, but this does not change our commitment to safeguard your privacy.
Sometimes we have to disclose your information to other people for a specific purpose, such as when we need a criminal record check. We generally don’t disclose your information to anyone else - importantly, we don’t rent, sell or exchange your information for reasons other than those connected with our purpose of collection of that information without your consent.
As we continue to develop our business, we may buy, merge or partner with other companies or organisations, and in so doing, acquire customer personal information. In such transactions, personal information may be among the transferred assets. Similarly, in the event that a portion or substantially all of our business or assets are sold or transferred to a third party, we may also disclose certain information including your personal information to a purchaser or potential purchaser in connection with the sale or potential sale of us, our business or any of our assets, including in insolvency.
If we use or give others your information in any other way not expressly described here, we will still seek to protect your privacy where possible and appropriate.
We may collect, use and disclose your personal information for other purposes not listed in this policy. If we do so, we will seek to make it known to you at the time we collect or use your personal information.
Marketing
You consent to us using your personal information for sending you information, including promotional material, about us or our products and services, as well as the products and services of the charities we serve, our related entities and third parties, now and in the future. You also consent to us sending you such information by means of direct mail, telemarketing, email, SMS and MMS messages.
If you do not want to receive marketing information from us or if you want to stop receiving telemarketing, you can unsubscribe in any of the following ways:
Interstate and Overseas disclosure of Personal Information
We are a national organisation and may collect, use and disclose Personal Information generally within Australia (including between States and Territories).
We may from time to time disclose, transfer, store, process or use your personal information outside Australia in accordance with the Privacy Act including to countries whose privacy laws do not provide the same level of protection as the Privacy Laws. This may happen if our offices or related entities are overseas, we outsource certain activities overseas, transactions, information, services or products have an overseas connection or our computer system including IT servers are located overseas. In particular your personal information may be disclosed to third parties in the Asia-Pacific, the Philippines and India, and such other countries in which those parties or their, or our, cloud storage and/or computer systems including IT servers may be located from time to time. We may also engage business partners overseas to assist with telemarketing.
By providing us with your personal information, you consent to us disclosing your information to, and to the collection, use, storage and processing of your personal information by, entities located outside Australia. In these circumstances, you consent to the collection, use, disclosure, storage and processing of your personal information in those countries including Asia Pacific, Philippines and India, and, when permitted by law to do so, on the basis that you agree that we are not required to take such steps as are reasonable in the circumstances to ensure that any overseas recipient complies with Australian privacy laws in relation to your information. Where such parties are located overseas, you may have rights to enforce such parties' compliance with applicable data protection laws, but you might not have recourse against those parties under the Privacy Law in relation to how those parties treat your personal information.
Our database uses secure response forms when we ask for your personal information including payment card details and we work hard to keep your personal information secure by having safe systems in place. We will seek to de-identify or destroy your personal information where we no longer need to keep it or are no longer required or allowed by law to keep it.
We will take all reasonable steps to keep your information safe (whether electronic or in hard copy) and to keep it up to date. This includes complying with the Payment Card Industry Data Security Standard, which covers security of payment card information. Our employees and service providers are also expected to keep personal information including payment card information confidential and secure.
The information we hold is protected by safeguards including physical and technical methods (firewalls, SSL encryption etc.)
All personal information held by us will be governed by our most recent policy, posted on our website at: www.dtsgroup.com.au where the policy will be located.
We may make changes to this policy from time to time including to take into account new laws, regulations, practices and technology. Any changes will be reflected in a revised version of this policy. Any changes to this policy may be advised to you by updating this page on our website. We will aim to provide reasonable advance notice of such changes though this may not always be possible depending on the circumstances. We encourage you to check this page from time to time for any changes.
To assist us in collecting donations and otherwise conducting our business functions and activities, DTS Group needs to collect personal information about you. By providing your personal information, you agree that it will be used and disclosed by DTS Group Pty Ltd ACN 096 066 910 and its related entities (collectively, “DTS Group”, “we”, “us”, or “our”) in accordance with this statement and our Privacy Policy, available at www.dtsgroup.com.au. If you do not agree, you must not provide your personal information, and we may not be able to communicate with you or process your donation.
We may disclose your personal information to the charities we serve that you have chosen to donate to, in which case it will be used for the purposes of receiving your donation or seeking more information, or to call you regarding the charity's charitable campaigns. We may also disclose your personal information to other parties, including to third parties who provide products and services to us or through us in the ordinary operation, administration or promotion of our business and otherwise in accordance with our Privacy Policy. From time to time, these third parties may be located (and therefore your personal information may be disclosed) overseas, including the Asia-Pacific, Philippines and India.
We may use and disclose your personal information for direct marketing purposes, unless you opt-out (which you can do at any time in accordance with our Privacy Policy).
Our Privacy Policy contains information about how you may access and seek correction of your personal information, how you may complain about a breach of your privacy, and how we will deal with that complaint. If you would like to find out more about this, or if you have any other queries about how we handle information generally, please contact us on 1300 558 132 or info@dtsgroup.com.au.
SOCIALLY RESPONSIBLE CALLING
We have a Policy and Procedures in place to ensure that we do not take advantage of vulnerable people while conducting our tele-fundraising campaigns on behalf of our Not-For-Profit clients.
DTS Group ensures that if the person we are talking to requests that we never call them again, we remove them from our calling list by marking them as Do Not Calls (or Never Calls).
If the person we are speaking to does not understand what we are telling them, or doesn’t engage in conversation and responds to everything we say with ‘yes’, and we have doubts if we should proceed with the survey, we ALWAYS CHECK with senior staff.
If we are unsure of a person’s age – we politely ask if they are over 18.
If the customer is over 80 years old, we will ask the donor if they have a POA or family / carer that needs to approve the donation being processed.(NOTE: Age is not always reliable as it depends on the accuracy of the information provided by the customer).
If a person who answers the phone is too old or unwell – we apologize and end the call politely.
We are sensitive when the person we are talking to has learning or physical disabilities.
We are trained to identify if the individual has alcohol or drug use problems.
We are trained to be able to identify if the individual has mental illness.
A sensitive communication strategy will be capable of engaging with disadvantaged groups via sensitive and responsive telephone discussion in an appropriate way e.g. resisting the temptation to speak louder as a reaction to someone who does not speak English very well; instead choosing to eliminate the use of metaphors and phrases like ‘second to none’, speaking at a steady pace using standard non-embellished language.
Timeframes set for outbound calling is carefully considered. The systematic targeting of talk times may well be counter-productive; on the other side the person should not be given cause to feel 'hostage' on the phone either. Hence a careful balance is required regarding talk times, with some element of flexibility built into to efficiency targets.
All information given to our prospects must be accurate and clear – we follow our call structure and mandatory scripts.
We make ourselves the person on the other end of the phone – we try to see what the other person sees.
We make ourselves the person on the other end of the phone – we try to see what the other person sees.
We conduct robust monitoring through Quality Assurance listening and monitoring of calls.
We have implemented an Escalation Process to ensure that any call which is a possible SRC violation will undergo at least 2 levels of verification and if confirmed to have violated the SRC standards will be handled accordingly.
Verification Level 1 (VL1):
Calls are reviewed and evaluated by QC Verifier and QA Officer by listening to the call. Any possible violation of SRC standards means escalation to QA Manager for further review (VL2).
Verification Level 2 (VL2):
QA Manager reviews all calls in this category. They will make the final decision if there was a SRC violation was committed. They will also provide a recommendation on action plans and/or disciplinary action that should be taken.
