1. Purpose

Help is at Hand Co. is committed to protecting the privacy, dignity, and confidentiality of every client. This policy outlines how we collect, use, store, and protect personal and sensitive information provided to us through our advocacy, support, assistance, referral, and consultation services.

2. Scope

This policy applies to:
- All clients who engage with Help is at Hand Co.
- All staff, volunteers, and contractors of Help is at Hand Co.
- All forms of communication, including in-person, telephone, email, text, and video conferencing (e.g., Zoom).

3. Collection of Information

We may collect personal and sensitive information such as:
- Full name, contact details, and identification information.
- Circumstances and issues relevant to the support or advocacy being provided.
- Records of communication including phone, email, or video calls.
- Any supporting documents provided to us.

All information is collected directly from the client unless consent is given to collect it from a third party.

4. Use of Information

Help is at Hand Co. uses client information solely for the purpose of delivering effective advocacy, support, and referral services. We do not share, sell, or use personal information for any unrelated purpose.

5. Confidentiality Commitments

Help is at Hand Co. will:
1. Treat all client information as strictly confidential.
2. Use the information only for the purpose of providing agreed services.
3. Restrict access to client information to authorised personnel only.
4. Ensure digital communications (phone, email, Zoom, or other platforms) are conducted securely where possible.
5. Never record or share calls, meetings, or correspondence without the client’s explicit consent.

6. Storage and Security

We take all reasonable steps to protect client information, including:
- Secure digital storage with password protection.
- Physical documents stored in locked facilities.
- Limiting access to authorised staff only.
- Secure disposal of information no longer required.

7. Disclosure of Information

Information will only be disclosed to third parties when:
- The client provides explicit written consent;
- Required by law, court order, or government authority;
- There is a serious and immediate risk of harm to the client or another person;
- Disclosure is necessary to prevent a serious crime.

8. Client Rights

Clients have the right to:
- Access and request correction of their personal information.
- Withdraw consent for the use of their information (subject to legal obligations).
- Ask how their information is stored, used, or disclosed.
- Make a complaint if they believe their privacy has been breached.

Complaints should be directed in writing to the Chief Privacy Expert at Help is at Hand Co.

9. Client Responsibilities

Clients agree to:
- Provide accurate and honest information relevant to the services they request.
- Notify Help is at Hand Co. of any changes to their circumstances.
- Take reasonable steps to protect their own privacy when engaging digitally (e.g., using secure devices and networks).

10. Duration of Privacy & Confidentiality

This policy remains in effect throughout the client’s engagement with Help is at Hand Co. and continues thereafter in respect of all personal and confidential information obtained.

11. Acknowledgment

By engaging the services of Help is at Hand Co., clients acknowledge that they have read, understood, and agreed to the terms of this Privacy and Confidentiality Policy.