Privacy Policy

Indian (sub-cont) Crisis & Support Agency (ICSA) ABN 37 169 307 331

Privacy Policy

ICSA values and respects the privacy of the people we deal with. ICSA is committed to protecting your privacy and complying with the Privacy Act 1988 and other applicable privacy laws and regulations

This Privacy Policy describes how we collect, hold, use and disclose your personal information, and how we maintain the quality and security of your personal information

What is personal information?

‘Personal information’ means any information or 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. In general terms, this includes information or an opinion that personal identifies you either directly (e.g. your name) or indirectly.

What personal information do we collect

The personal information we collect about you depends on the nature of your dealings with us or what you choose to share with us.

The personal information we collect about you may include

  • Name
  • Mailing or street address
  • Date of birth
  • Email address
  • Phone number (landline or mobile)

Under certain circumstances ICSA may need to collect sensitive information about you. This might include any information or opinion about your racial or ethnic origin, political opinions, political association, religious or philosophical beliefs, membership of a trade union or other professional body, sexual preferences, criminal record, legal or health information.

If we collect your sensitive information we will do so only with your consent, if it is necessary to prevent a serious and imminent threat to life or health, or as otherwise required or authorised by law, and we take appropriate measures to protect the security of this information.

You do not have to provide us with your personal information. Where possible, we will give you the option to interact with us anonymously or by using a pseudonym. However, if you choose to deal with us in this way or choose not to provide us with your personal information, we may not be able to provide you with your services or otherwise interact with you.

How do we collect your personal information?

We collect your personal information directly from you when you:

  • Interact with us over the phone;
  • Interact with us in person;
  • Interact with us online;
  • Participate in surveys or questionnaires;
  • Attend an ICSA event;
  • Subscribe to our mailing list;
  • Apply for a position with us as an employee, contractor or volunteer.

Collecting personal information from third parties

We can also collect your personal information from third parties or through publicly available sources such as other service providers or referral sources.

How do we use your personal information

We do not sell, rent or trade the information that we collect.

We collect, hold, use, or disclose your personal information to

  • send you information about our events, community activities, research, fundraising and donor activities;
  • conduct surveys, research and analysis;
  • invite you to participate in research projects and activities and for direct marketing;
  • provide you with information about our services and programs;
  • administer our services, training and/or programs;
  • process payments;
  • answer inquiries and deliver client services;
  • resolve complaints;
  • comply with laws and regulations to report to funding and government agencies.
  • Satisfy legal obligations, comply with applicable laws and meet the requirements of regulatory bodies.

Disclosure of personal information to third parties

We may disclose your personal information to third parties in accordance with this Policy in circumstances where you would reasonably expect us to disclose your information, e.g. third party contractors, business partners, suppliers, service providers that may provide services for ICSA. ICSA imposes strict requirements of security and confidentiality on how your personal information is handled with third parties.

Transfer of personal information overseas

Some of the third-party service providers we disclose personal information to may be based in or have servers located outside of Australia including India.

Where we disclose your personal information to third parties overseas, we will take reasonable steps to ensure that data security and appropriate privacy practices are maintained. We will only disclose to overseas third parties if

  • You have given us your consent to disclose personal information to that third party; or
  • We reasonably believe that:
    • The overseas recipient is subject to a law or binding scheme that is, overall, substantially similar to APPs; and
    • The law or binding scheme can be enforced; or
    • The disclosure is required or authorised by an Australian law or court/tribunal order.

How do we protect your personal information

ICSA maintains adequate security of personal information to protect it from misuse, interference and unauthorised access, modification or disclosure.

Hard copy records are stored securely in locked facilities.

Electronic records are held on databases with security safeguards in place.

Information that ICSA collects about clients may be stored with third parties overseas through cloud-based storage.

Measures are taken to restrict access to only personnel who need that personal information to effectively provide services to you.

We have technological measures in place, such as anti-virus software and firewalls.

Online activity

The ICSA website uses cookies. A cookie is a small file of letters and numbers the website puts on your device if you allow it. These cookies recognise when your device has visited our website before, so we can distinguish you from other users of the website. This improved your experience and the ICSA website. We do not use cookies to identify you, just to improve your experience on our website. If you do not wish to use the cookies you can amend the settings on your internet browser so it will not automatically download cookies. However, if you remove or block cookies on your computer, please be aware that your browsing experience and our website’s functionality may be affected.

Website: Our website uses Google Analytics to help us better understand visitor traffic so we can improve our services. Although this data is mostly anonymous, it is possible that under certain circumstances we ay connect it to you.

Direct marketing: We may send you direct marketing communication and information about our services, training, opportunities or events that we consider may be of interest to you if you have requested or consented to receive such communications, via mail, email and SMS in accordance with applicable marketing laws such as the Australian Spam Act 2003. You consent to us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so.

You may opt-out of receiving marketing communications from us at any time by following the instructions to unsubscribe set out in the relevant communication or contact us on to unsubscribe from all direct marketing communication.

Retention of personal information

We will not keep your personal information for longer than we need to. In most cases, this means that we will only retain your personal information for the duration of your relationship with us unless we are required to retain your personal information to comply with applicable laws, for example, record keeping obligations.

How to access and correct your personal information

ICSA will endeavour to keep your personal information accurate, complete and up to date.

If you wish to make a request to access and/or correct the personal information we hold about you, you should make a request by contacting us on and will usually respond within 3 working days. We will deal with such a request by following the procedure outlined below

  • Acknowledgement of your email
  • Reviewing your request and (a) sharing your information held on file or (b) correcting or updating our records with the changes you have requested.
  • Confirming by email or direct contact the changes made to your records.

Links to third party websites

The ICSA website may contain links to websites operated by third parties. If you access a third party website through our website, personal information may be collected by that third party website. We make no representations or warranties in relation to the privacy practices of any third party provider or website. Third party providers/websites are responsible for informing you about their own privacy practices and we encourage you to read their privacy policies.

Enquiries & complaints

For complaints about how ICSA handles, processes or manages your personal information, please contact Note we may require proof of your identity and full details of your request before we can process your complaint.

Please allow up to 3 working days for ICSA to respond to your complaint. It will not always be possible to resolve a complaint to everyone’s satisfaction. If you are not satisfied with ICSA’s response to a complaint, you have the right to contact the Office of Australian Information Commissioner to lodge a complaint.

Contact us

If you have a question or concern in relation to our handling of your personal information or this Policy, you can contact us for assistance on email or leave a message on 0493 129 754.

This Policy was last reviewed and updated on 2/11/202