Privacy Policy
Independent Directions
Last Updated: July 2026
Independent Directions respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how Independent Directions collects, holds, uses, discloses and protects your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). [oaic.gov.au], [oaic.gov.au]
Independent Directions provides information, guidance and referral services that assist veterans, first responders and their families to connect with relevant support services, programs and resources.
Australian Services
Independent Directions provides services primarily to individuals located in Australia.
Our website and services are intended for veterans, first responders and their families based in Australia. We do not actively market, promote or provide services to individuals located outside Australia.
Any personal information collected through our website or services will be handled in accordance with Australian privacy laws, including the Privacy Act 1988 (Cth).
If you are accessing our website from outside Australia, you acknowledge that your information may be transferred to and processed in Australia where Australian privacy laws apply.
What is Personal Information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
The personal information we collect may include:
Name
Telephone number
Email address
Postal address
Emergency contact details
Information about your support needs
Information relating to veteran or first responder service
Notes relating to enquiries, referrals and support discussions
Any other information you choose to provide to us
Sensitive Information
Due to the nature of our services, we may collect sensitive information where it is reasonably necessary to provide support, guidance or referrals.
Sensitive information may include:
Health or wellbeing information
Mental health information
Disability information
Information relating to support requirements
Veteran or service-related circumstances
Other information considered sensitive under the Privacy Act
We will only collect, use or disclose sensitive information:
With your consent;
Where it is reasonably necessary to provide our services;
Where required or authorised by law; or
Where necessary to lessen or prevent a serious threat to an individual's life, health or safety.
We take reasonable steps to protect sensitive information from misuse, interference, loss, unauthorised access, modification and disclosure.
Anonymous or Pseudonymous Enquiries
Where practical, you may contact Independent Directions anonymously or using a pseudonym.
However, if you wish to receive personalised support, referrals, ongoing assistance or follow-up services, we may need to collect identifying information to provide our services effectively.
How We Collect Personal Information
We collect personal information directly from you when you:
Contact us by phone or mobile telephone
Contact us by email
Submit a form through our website
Request information, assistance or referrals
Participate in consultations or discussions with us
Subscribe to updates or communications from us
When we collect personal information directly from you, we will take reasonable steps to explain why we are collecting the information, how it will be used and any organisations to which it may be disclosed.
Information Collected from Third Parties
In some circumstances, we may collect personal information from third parties where:
You have authorised the collection;
You have requested support or referral services;
It is otherwise lawful and reasonable to do so.
Examples may include information received from:
Family members or carers
Health professionals
Support organisations
Veteran support services
First responder support services
Government agencies
Community organisations
Where appropriate, we will take reasonable steps to ensure you are aware that such information has been collected.
Why We Collect Personal Information
We collect personal information to:
Respond to enquiries
Assess support needs
Connect individuals with appropriate services and resources
Facilitate referrals
Communicate with you regarding available services and programs
Improve our services
Maintain business records
Meet legal and regulatory obligations
If you choose not to provide certain information, we may be unable to provide some or all of our services.
Disclosure of Personal Information
We will not sell your personal information.
We may disclose your personal information:
With your consent;
To service providers who assist us in operating our business;
To referral partners or support organisations where you have requested or consented to a referral;
Where required or authorised by law;
Where necessary to lessen or prevent a serious threat to life, health or safety.
Examples of organisations we may disclose information to include:
Veteran support services
First responder support services
Health and wellbeing providers
Community organisations
Information technology service providers
Where you ask us to connect you with a service provider, support organisation, health professional, community group or other assistance program, we may share relevant personal information with that organisation for the purpose of facilitating the referral. Wherever practical, we will seek your consent before doing so.
We only disclose information that is reasonably necessary for the relevant purpose.
Website and Online Services
Our website is hosted through Squarespace.
When you visit our website, certain information may be collected automatically, including:
IP address
Browser type
Device information
Pages visited
Date and time of visits
Website usage information
This information is generally used for website administration, security, analytics and service improvement purposes.
Cookies
Our website may use cookies and similar technologies to improve functionality and user experience.
Cookies help us understand how visitors use our website and allow certain website features to function correctly.
You may choose to disable cookies through your web browser settings; however, doing so may impact certain website functionality.
For more information about Squarespace's handling of information, please refer to Squarespace's Privacy Policy.
Website Analytics
Squarespace and associated website services may collect website usage information to help us better understand website traffic and improve our services.
Analytics information may include:
Website pages viewed
Time spent on pages
General location data
Device and browser information
Referring websites
This information is generally aggregated and does not directly identify individual users.
Email Communications
Independent Directions uses Microsoft 365 services for email communications and information storage.
When you email:
triage@independentdirections.com.au
we may collect and store information contained within your email correspondence and any attachments you provide.
Storage and Security of Personal Information
We take reasonable steps to protect personal information from:
Misuse
Interference
Loss
Unauthorised access
Unauthorised disclosure
Unauthorised modification
Information may be stored electronically using Microsoft 365 cloud-based services and other secure business systems.
Security measures may include:
Password-protected systems
Access controls and permissions
Multi-factor authentication where available
Secure cloud storage
Microsoft security protections
Regular software and security updates
While we take reasonable steps to protect personal information, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
Overseas Disclosure
Some third-party technology providers we use, including Microsoft and Squarespace, may process or store information in Australia and other countries where their cloud infrastructure operates, including the United States and other jurisdictions.
Where personal information is disclosed overseas, we take reasonable steps to ensure that service providers maintain appropriate privacy, confidentiality and security safeguards consistent with Australian privacy requirements.
Retention of Personal Information
We retain personal information only for as long as reasonably necessary to:
Provide our services;
Facilitate referrals and support activities;
Manage our business operations;
Meet legal, regulatory and record-keeping obligations; and
Resolve disputes or complaints.
When personal information is no longer required, we will take reasonable steps to securely destroy or permanently de-identify it.
Accessing and Correcting Your Personal Information
You may request access to the personal information we hold about you.
You may also request correction of personal information that is inaccurate, incomplete, outdated or misleading.
Requests should be directed to:
triage@independentdirections.com.au
Before granting access or making corrections, we may need to verify your identity.
We will respond to requests within a reasonable period and, where required by law, within applicable timeframes.
In some circumstances, access may be refused where permitted by law. If access is refused, we will provide written reasons unless an exception applies.
Links to Other Websites
Our website may contain links to external websites operated by third parties.
We are not responsible for the privacy practices, security or content of external websites. We encourage you to review the privacy policies of those websites before providing personal information.
Privacy Complaints
If you have concerns about how Independent Directions has handled your personal information, please contact us first so we can attempt to resolve the matter.
Privacy Officer
Independent Directions
Email: triage@independentdirections.com.au
Please provide sufficient details regarding your complaint so we can investigate it properly.
We will acknowledge your complaint and endeavour to respond within a reasonable timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: https://www.oaic.gov.au
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, practices, legal obligations or technology providers.
The most current version will be published on our website and will take effect from the date of publication.
Contact Us
For questions, privacy requests, corrections or complaints regarding this Privacy Policy, please contact:
Privacy Contact
Independent Directions
Email: triage@independentdirections.com.au
Website: https://independentdirections.com.au