MS Queensland (MSQ) respects your privacy and is committed to protecting your personal information. We comply with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and all relevant obligations under the NDIS Practice Standards and charity governance requirements.

This Privacy Policy explains how we collect, use, store and disclose personal information across all MSQ activities, including care and clinical services, specialist disability accommodation (SDA), community and allied health services, support coordination, fundraising, lotteries, events, volunteering and digital platforms.

1. What personal information we collect
The information we collect depends on your interaction with us. It may include:

1.1 General information

• name, address, phone number and email address
• date of birth and preferred language
• emergency contacts and appointed decision-makers
• donation, ticket purchase or event registration details
• payment information (processed securely)

1.2 Sensitive or health information
If you receive care or clinical services from MSQ, we may also collect information such as:

• medical history, diagnoses and allied health reports
• clinical assessments, behaviour support information and care plans
• details of health or disability support providers involved in your care
  This information is collected only where necessary for safe service delivery and with appropriate consent.

1.3 Digital information
When you use our websites or digital platforms, we may collect:

• IP address, browser and device information
• online identifiers and analytics data (e.g. Google Analytics)
• information from third-party fundraising or social media platforms (e.g. Funraisin, Meta)

2. How we collect personal information
We collect information when you:

• enquire about or use our services
• register for events or lotteries
• donate, fundraise or volunteer
• complete online forms or subscribe to communications
• interact with our websites or social media channels
• are referred to us by a health or support professional (with consent)
  Where reasonable and practical, we collect information directly from you. We may also receive information from trusted third parties, such as healthcare providers, NDIS partners or fundraising platforms.

3. Why we collect personal information
We collect personal information to:

• provide care, clinical and community services
• manage SDA tenancies and support arrangements
• support fundraising, lotteries and events
• process donations, payments and registrations
• communicate with you about MSQ activities, services and opportunities
• meet regulatory, reporting and audit requirements
• improve our services, systems and digital platforms
  Your information may also be used for a related secondary purpose, or for any purpose explained at the time of collection.

4. When we disclose personal information
We may share your information with:

• healthcare and support professionals involved in your care
• disability and accommodation partners assisting with service delivery
• trusted suppliers supporting MSQ operations (e.g. IT, fundraising, payment platforms)
• government agencies where required for funding, compliance or reporting
• auditors, insurers and legal advisers
  We will always seek your consent before disclosing personal information unless required or authorised by law.
  MSQ takes reasonable steps to ensure any third parties store and handle your information securely.

5. Direct communications and marketing
We may contact you with information about MSQ services, events, fundraising appeals or opportunities to get involved. Communications may be sent directly by MSQ or through trusted service providers.
You may opt out of marketing communications at any time by contacting hello@msqld.org.au or calling (07) 3840 0888.

6. How we protect your information
MSQ takes all reasonable steps to protect personal information from:

• unauthorised access, use or disclosure
• loss, interference or misuse
• modification or damage
  We use secure systems, encrypted platforms and restricted access controls. Information is retained only for as long as required by law or for operational purposes and then securely destroyed.

7. Accessing or updating your information
You may request access to, or correction of, your personal information at any time.
Please contact:
Email: hello@msqld.org.au
Phone: (07) 3840 0888
If you receive care or clinical services from MSQ, you may also update your details through your MSQ staff contact.

8. Requesting deletion of your data
You may request deletion of your personal information at any time by emailing:
msqldfeedback@msqld.org.au
Please include your name and the email address used when interacting with MS Queensland.

We will delete your information unless we are legally required to retain certain records (e.g. financial transactions, clinical documentation).
This process aligns with digital platform requirements, including Facebook and Instagram (Meta).

9. Cookies and website analytics
Our websites may use cookies and analytics tools to improve user experience and measure engagement. You may adjust your browser settings to refuse cookies, though this may affect website functionality.

10. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect legislative changes or operational updates. The most current version will always be available on our website.

11. Contact us
If you have any questions about this Privacy Policy or wish to make a privacy enquiry or complaint, please contact the MS Queensland Information Officer:

Email: hello@msqld.org.au
Phone: (07) 3840 0888
Post: Locked Bag 7, Milton QLD 4064