PRIVACY & CONFIDENTIALITY POLICY
The terms ‘privacy’ and ‘confidentiality’ are commonly used interchangeably. However, they are related but not identical concepts. Privacy refers to the right to control access to one self, and includes physical privacy such as ensuring curtains are closed during physical examinations. Privacy may also relate to information about oneself, and information privacy laws regulate the handling of personal information through enforceable privacy principles. Confidentiality relates to information only. The legal duty of confidentiality obliges all team members of PC despite of authority whatsoever he/she holds to protect their clients against inappropriate disclosure of personal or commercial information.
The Precise Consultancy (PC) Code of Ethics requires all staff to maintain a client’s confidentiality.
Exceptions to this must be taken very seriously. They may include where there is a serious risk to the client or another person, where required by law or where there are overwhelming societal interests.
The Code also requires confidentiality to be maintained, although it makes some exception ‘where there is a serious risk to the client or another person, where required by law, where part of approved resources, or where there are overwhelming societal interests’.
It is important to maintain privacy and confidentiality because:
- clients are concerned about their business related practices
- Clients want to know that they can choose who has access to information about them.
The Privacy Act contains ten National Privacy Principles governing minimum privacy standards for handling personal information, including:
- the need to gain consent for the collection of information
- what to tell individuals when information is collected
- what to consider before passing information on to others
- securing and storing information
- Providing individuals with a right to access their records.
Some National Privacy Principles state that professionals must meet certain obligations, while other National Privacy Principles require that they ‘take reasonable steps’ to meet stated obligations. While the different layers of federal, state and territory laws and regulations do, in some instances, complicate privacy obligations, in most cases the privacy protections required by Commonwealth and state or territory privacy laws are similar.
Are you unhappy about the service we have provided you with? Please let us know!
PC is a professional Consulting Firm that assesses organizations on their compliance with requirements, operational control and proper implementation of their systems.
Unfortunately this does not automatically mean that we always get everything right ourselves!
However, we are keen to learn where our services could have been better and we kindly invite you to inform us of anything that we could improve on or need to rectify.
To enable us to fully understand what has (or hasn’t) happened, please explain the issue as detailed as possible and at least include the following details:
- What has or hasn’t happened?
- Who were involved (PC personnel and others)?
- When and where did it happen?
- How would you like to see it resolved or what action do you think we need to take?
Complaints about others
As the Consultant of many different organizations we take complaints about our clients seriously, especially where it concerns issues that might have a relation to their Certification and/or the implementation of their certified Management System.
When reporting such issues to us, please be as specific as you can about what has happened, where, when and also how this, in your opinion, relates to their Certification.
On receipt of a complaint, we will investigate the situation. It is important to understand that may include discussion of the complaint with the certified client the complaint relates to. As a result, due to the specifics of the complaint, the client may become aware of your identity. If you do not want this to happen but still want us to take action, please contact our Customer Service Manager for a confidential discussion about the matter before you lodge your complaint.
We strive to inform you about the outcome of our investigations and the subsequent actions taken. Please note however that our Confidentiality Policy may prevent us from disclosing specific information about the outcome of our investigation or the actions taken.
CUSTOMER CARE POLICY
The foundation for delivering quality services and projecting a good image is to adopt standards that will form a baseline for an approach to delivering professional customer care.
We aim to meet your needs with efficiency, effectiveness, fairness and courtesy:
- Be attentive, polite and courteous.
- Be honest and fair in dealing with customers.
- Ensure that all published information is correct.
- Respond quickly to requests for information.
- Record, monitor and publish complaints and compliments.
- Explain our services and keep the public informed of what is happening.
- Ensure complaints are dealt with openly and fairly.
- Actively seek the views of customers and staff.
- Consult and survey customers on a regular basis.
- Review our customer and staff care commitments.
- Share good practice.
- Providing a friendly service, showing respect and sensitivity.
- Treating you fairly – demonstrating our commitment to equality and diversity.
- Recognizing and responding to your particular needs.
- Dealing with your requests and enquiries accurately, promptly and efficiently.
- Respecting your confidentiality.
- Making effective referrals to other teams or departments.
- Offering an explanation if we can’t answer your request /enquiry.
- Establishing service standards and monitoring our performance.
- Continuing to develop our teams’ expertise and skills.
- Welcoming your feedback.
- We want a pleasant and safe environment at all our service points.