Policies

To the Moon & Back Rights Statement

To the Moon & Back promotes the rights of people (including children, young people and adults) with a disability, as stated under the Disability Services Act 1993. All people with a disability have the same human and legal rights as all persons and these should be respected at all times.

At TMB we believe that each person has the right to receive services which respect and promote their legal and human rights and places them at the centre of decision making on all aspects of the way they live their life. Each person has the right to participate in decisions which affect their lives in ways that are appropriate to their age and stage of development. In the case of young children that right is vested in their parent or carer.

To the Moon & Back is committed to pursuing the rights and adopting the principles of a person centred philosophy in all practices, programs and service delivery models. These include the principles of equality, independence, participation, choice and inclusion.

To the Moon & Back supports and strives to maximise opportunities to assist people with a disability and their families to participate inclusively and contribute in their community according to their individual and cultural needs.

To the Moon & Back will act in accordance with:

The United Nations Convention on the Rights of Persons with Disabilities which recognises that people with disabilities have the right to access the same opportunities as all citizens with full and effective inclusion in society.

UN Convention on the Rights of the Child 2006 which recognises that all children have the same rights and freedoms regardless of race, background, faith or disability.

Disability Discrimination Act 1992 (Cth) which makes disability discrimination unlawful and aims to promote equal rights, opportunity and access for people with disabilities.

Click on the image above to view the full TMB & the NSW Disability Service Standards

To the Moon & Back Privacy and Confidentiality Statement

To the Moon & Back (TMB) is committed to protect the privacy of the clients, families and other stakeholders we work with. TMB respects the privacy of others and is bound by Australian Privacy Principles in the Privacy Act 1988 (Cth) (The Privacy Act).

Protecting your personal information is important to us as we believe this to be a key element of developing and maintaining a strong and professional relationship with our clients and their families and any key stakeholders.

To the Moon & Back complies with the National Privacy Principles (NPPs) outlined in the Privacy Act and its reforms and will only use personal information for the purposes of improving its available services, service delivery or processes and will not disclose personal information to any third party unless required by law.

Our respect for the right to privacy of personal information is vital and is a compulsory component of our recruitment, induction and training processes of new staff. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. To the Moon & Back collects such information for lawful purposes and as is reasonably necessary. TMB takes reasonable steps to secure personal information in its possession from misuse and loss from unauthorised access, modification or disclosure.

Click on the image above to view the full To the Moon & Back Client Service Charter Document.

Privacy Policy

PART 1 – ABOUT THIS POLICY

1.1 Purpose

To the Moon & Back (TMB) respects every person’s right to privacy and confidentiality. To the Moon & Back is committed to protecting the privacy of personal information we collect and hold about individuals.

To the Moon & Back ensures that appropriate standards are maintained to protect the privacy of the data it holds. To allow To the Moon & Back and its associates to provide you and your family with the best possible services, we need to collect and store the personal and health information of you and your child.

To the Moon & Back complies with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), other privacy laws that govern how private sector health service providers like To the Moon & Back handle your personal information (including your health information), and Speech Pathology Australia’s Code of Ethics (2010).

This Privacy Policy explains how To the Moon & Back manages the personal and health information we collect, use and disclose.

To the Moon & Back is a private speech pathology and behaviour therapy practice under the ownership of Kristin Bayley.

PART 2 – HOW To the Moon & Back HANDLES YOUR PERSONAL INFORMATION

2.1 To the Moon & Back’s Legal Obligations

To provide you with the health care services that you have requested, To the Moon & Back will need to collect and use your personal and health information. If you provide incomplete or inaccurate information to us or withhold personal and health information from us we may not be able to provide you with the services you are seeking.

2.2 What information does To the Moon & Back collect?

We will only collect the information we need for the particular function or activity we are carrying out.

We collect information from you that is necessary to provide you with speech pathology and/or behaviour therapy services and to manage our relationship with you. The information we collect includes

your full name, date of birth, gender and mailing address
phone contact detals
health fund, medicare and NDIS details
information about your health history and your family history
credit card details via our online, third party payment facilities (e.g. Stripe)

2.3 How does To the Moon & Back collect personal and health information?

We will usually collect your personal and health information directly from you. When collecting personal information from you, we may collect it at various stages, including (but not limited to):

when you complete an online referral form with us
when you contact us via phone with an enquiry
when you contact us via our social media pages;
when you contact us with a complaint in relation to our services;
through your access and use of our Website; and
when you apply for a job with us.

We collect information from a few sources, including:

Online forms, via our practice management platform, Splose
Electronically, via emails, contact forms or web surveys
Phone calls and sms messages
Directly from you during sessions.

Sometimes, we may need to collect information about you from a third party (such as a relative or another health service provider).

2.4 How does To the Moon & Back use your information?

To the Moon & Back uses your personal and health information for the purpose you have given the information to us. We will use your information to provide speech pathology/behaviour support services to you, to manage our relationship with you and to contact you in relation to matters concerning your care. We may also use your information for other purposes permitted under the Privacy Act 1988.

We collect, hold, use and disclose your personal information for the following purposes:

to provide products and/or services to you and to send communications to you;
to answer enquiries and provide information or advice about existing and new services;
to advise you if we relocate;
to advise you if our Terms and Conditions or Privacy Policy have been updated or amended;
to advise you of changes to service conditions (e.g. arrangements for COVID-19 and telehealth)
to assess our customer service and to improve our customer service to you;
to conduct business processing functions including providing personal information to our related third party service providers (for purposes outlined below);
for the administrative, marketing (including direct marketing and marketing research), planning, product or service development, quality control, or human resources.
to provide your updated personal information to our third party service providers;
to update our records and keep your contact details up to date;
to process and respond to any complaint or enquiry made by you; and
to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country.
We may contact you regarding anything set out in the above by e-mail, post or telephone.

From time to time we may use the information you give us for marketing purposes. Other than as required by law, or as set out in this Privacy Policy, we will not disclose information about you to any third party without your permission. Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy. We will not use your personal information for any purpose for which you would not reasonably expect us to use your personal information. Additionally, we will not disclose your sensitive information without your consent, unless there is a need to disclose such information in accordance with the Privacy Act or GDPR, or to comply with any other regulatory requirement.

We will immediately remove your personal information from its database if requested by you. We will do this in accordance with their policy on destroying personal information (see Destruction of Information), in order to keep your information secure.

2.5 Who might we disclose your information to?

We may disclose your information to the following people:

Disclosure to other health professionals involved in your treatment

Your personal information will generally only be used by the clinician involved in your care. On occasion your care may be provided by several health professionals (e.g. speech pathologist, behaviour therapist) while they are working or consulting together. We may disclose information across these health professionals as part of the process of providing your care and to other health professionals involved in your care.

The referrer

To the Moon & Back will usually send a discharge summary to the referrer (i.e., your medical practitioner) following discharge from To the Moon & Back or at other times, as required for your care.

If you do not wish us to provide a copy of your discharge summary to the referrer you must let us know. Also, if the referrer’s details have changed please let us know.

Relatives, guardian, close friends or legal representative

We may provide information about your condition to your parent, child, other relatives, close personal friends, guardians, or to a responsible person for you, unless you tell us that you do not wish us to disclose your health information to any such person.

Keeping children safe is an important role of our service. If concerns are held about a child’s safety, welfare or wellbeing, we may be legally obligated to disclose information without parental consent under Chapter 16A of the Children and Young Persons (Care and Protection) Act 1998.
Third party service providers for the purposes of our services provided to you. This may include:
Practice management platform – Splose
Invoice, payments and billing management – Xero, Stripe
Data collection platform – Hirasmus
Marketing and emailing platform – MailChimp
Emailing – Microsoft Exchange
Teleconferencing – Zoom
Other uses and disclosures.

To provide the best possible environment in which to treat you, we may also use or disclose your personal and health information where necessary for:

activities such as quality assurance processes, accreditation, audits, risk and claims management, patient satisfaction surveys and staff education and training;
invoicing, billing and account management;
to liaise with your health fund, Medicare or the Department of Veteran’s Affairs and where required provide information to your health fund, Medicare or the Department of Veteran’s Affairs to verify treatment provided to you;
the purpose of sending you standard reminders, for example for appointments and follow-up care, by text message or email to the number or address which you have provided to us.
Direct Marketing

By accepting the Conditions of the Website and providing us with your personal information, you consent to us sending you direct marketing communications by any of the methods listed above (see Purposes for Collecting, Holding, Using and Disclosing your Personal Information). If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time you may opt out of receiving marketing communications from us by contacting us (see contact details below) or by using opt out facilities provided in the marketing communications, and we will then ensure that your name is removed from our mailing list.

Please note that by opting out of receiving marketing communications, you may still receive communications from us (such as invoices and notices) in relation to the products and services you have purchased from us.

2.6 Access to and correction of your health information

You have a right to access the personal and health information that we hold about you. You can also request an amendment to your personal and health information should you believe that it is inaccurate.

If we do not agree to change your medical record/personal information in accordance with your request, we will permit you to make a statement of the requested changes and we will enclose this with your record.

Should you wish to obtain access to or request changes to your health record you can ask for our Privacy Officer (see details below) who can give you more detailed information about To the Moon & Back’s access and correction procedure.

Please note that To the Moon & Back may recover reasonable costs associated with supplying this information to you.

2.7 Data Quality

To the Moon & Back will take reasonable steps to ensure that your personal information which we may collect, use or disclose is accurate, complete and up-to-date.

2.8 Data Security

To the Moon & Back will take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. We use technologies and processes such as access control procedures, network firewalls, encryption and physical security to protect your privacy.

To the Moon & Back will destroy or permanently de-identify any of your information which is in its possession or control and which is no longer needed for the purpose for which it was collected provided To the Moon & Back is not required under an Australian law or court/tribunal or otherwise to retain the information.

As required by the Health Records and Information Privacy Act 2002, records for children will be kept securely until the child turns 25 years of age. Records for clients who are adults will be kept securely for 7 years from the last occasion of service. After this time, records will be securely destroyed.

Information collected from you is stored in locked physical storage boxes or on password protected, secure on-site servers. In addition, To the Moon & Back uses the following electronic, web-based services to store and use your data:

Splose https://splose.com/ Used for scheduling, clinican team communication, collection and storage of personal and health information, invoicing, service agreements.
Hirasmus https://hirasmus.com/ Used for data collection and progress monitoring.
MailChimp https://mailchimp.com/ Used for direct marketing and distribution of newsletters and updates
VB-MAPP https://www.vbmappapp.com Used for progress monitoring.
Xero Accounting https://login.xero.com Used for reconciling accounting transitions.
Microsoft Exchange https://products.office.com Used for sending and receiving emails via the tothemoonandback.net.au domain.
Zoom https://zoom.us/ Used for videoconferencing/telehealth sessions/meetings.

Where electronic data is transmitted to international-based servers, To the Moon & Back has taken steps to ensure that data is maintained under security and privacy principals that provide a level of protection at least as secure as those protections required by the Privacy Act 1988. Specifically, The Privacy Act imposes specific rules regarding the transfer or disclosure of personal information to a person who is overseas. APP 8 imposes restrictions on the transfer of personal information to overseas recipients. APP 8 states:

In limited circumstances providing personal information to an overseas contractor to perform services on behalf of the APP entity may be a use, rather than a disclosure. This occurs where the entity does not release the subsequent handling of personal information from its effective control. In these circumstances, the entity would not need to comply with APP 8. For example, where an APP entity provides personal information to a cloud service provider located overseas for the limited purpose of performing the services of storing and ensuring the entity may access the personal information, this may be a ‘use’ by the entity in the following circumstances:

a binding contract between the entity and the provider requires the provider only to handle the personal information for these limited purposes
the contract requires any subcontractors to agree to the same obligations, and
the contract gives the entity effective control of how the personal information is handled by the overseas recipient. Issues to consider include whether the entity retains the right or power to access, change or retrieve the personal information, who else will be able to access the personal information and for what purposes, what type of security measures will be used for the storage and management of the personal information (see also APP 11.1, Chapter 11) and whether the personal information can be retrieved or permanently deleted by the entity when no longer required or at the end of the contract.10

Where the provision of personal information to an overseas contractor is a use, the APP entity must comply with the APPs when the entity or the contractor handles the information. Any acts or practices undertaken by the contractor on behalf of the entity will generally be treated as having been done by the entity (s 8(1)).

Therefore, To the Moon & Back believes that transmission of your data to overseas entities constitutes a use as opposed to a disclosure.

2.9 Withdrawal or limitation of consent

You may withdraw or limit your consent at any time. However, if you do withdraw or limit your consent, it may make it difficult for appropriate services to be provided to you and your child. Without the right information or not enough information, we will not be able to tell what your child and your family needs. If families would like to withdraw their consent, we require this to be completed formally in writing, either via letter or email.

2.10 What to do if you have a complaint about privacy issues

If:

(a) you have questions or comments about this Privacy Policy;

(b) To the Moon & Back does not agree to provide you with access to your personal information; or

You can lodge a complaint with or contact our Privacy Officer on the details below. We will promptly review your complaint and provide a response to you.

2.11 How to contact us if you have a complaint about privacy issues

By letter: Privacy Officer, Binta Hellemans, To the Moon & Back PO Box 651 St Ives 2075

By email: Binta@tothemoonandback.net.au

By telephone: 0411 427 233

PART 3 – HOW To the Moon & Back HANDLES YOUR PERSONAL INFORMATION WHEN YOU VISIT OUR WEBSITE

This section of our Privacy Policy explains how we handle your personal information which is collected from our website: www. To the Moon & Back.com.au.

This Privacy Policy applies to your use of our website and the use of any of the facilities on our website.

3.1 Collection

When you use our website, we do not attempt to identify you as an individual user and we will not collect personal information about you unless you specifically provide this to us.

Sometimes, we may collect your personal information if you choose to provide this to us via an online form or by email, for example, if you:

submit a general enquiry via our contacts page;
register to receive eNewsletters; or
send a written complaint or enquiry to our Privacy Officer.

When you use our website, our Internet Service Provider (ISP) may record and log for statistical purposes the following information about your visit:

your computer address;
your top level name (for example, .com.,gov., .org, .au etc.);
the date and time of your visit;
the pages and documents you access during your visit; and
the browser you are using.

Our web-site management agent may use statistical data collected by our ISP to evaluate the effectiveness of our web-site.

3.2 Cookies

A “cookie” is a device that allows our server to identify and interact more effectively with your computer. Cookies do not identify individual users, but they do identify your ISP and your browser type.

This website uses temporary cookies. This means that upon closing your browser, the temporary cookie assigned to you will be destroyed and no personal information is maintained which will identify you at a later date.

Personal information such as your email address is not collected unless you provide it to us. We do not disclose domain names or aggregate information to third parties other than agents who assist us with this website and who are under obligations of confidentiality. You may be able to configure your browser to accept or reject all cookies and to notify you when a cookie is used. We suggest that you refer to your browser instructions or help screens to learn more about these functions. However, please note that if you configure your browser so as not to receive any cookies, a certain level of functionality of the To the Moon & Back website and other websites may be lost.

3.3 Links to third party websites

We may create links to third party websites. We are not responsible for the content or privacy practices employed by websites that are linked from our website.

3.4 Use and disclosure

We will use any personal information collected via our website in accordance with our privacy policy.

Can I withdraw or limit my consent?

Yes, you can. However, if you do withdraw or limit your consent, it may make it difficult for appropriate services to be provided to you and your child. Without the right information or not enough information, we will not be able to tell what your child and your family needs. If families would like to withdraw their consent, we require this to be completed formally in writing, either via letter or email.

Further information

If you need any further information or have any questions or concerns about the collection and use of your personal information you can discuss this with the clinical director, Kristin Bayley, at any time.

TMB Client Advocacy Statement

What is Advocacy?

Advocacy is the process of standing alongside an individual who is disadvantaged, and speaking out on their behalf in a way that represents the best interests of that person. The aim of advocacy is to bring about beneficial outcomes in a way that enables each client to retain as much control as possible over how it is carried out. An advocate may provide information and advice in order to assist a person to take action to resolve their own concerns, or may take a more active role in representing the persons’ rights to another person or organisation.

Why would I need an Advocate?

People need advocates for all sorts of reasons. Many clients can successfully advocate on their own behalf, however there are some people who may experience difficulty speaking up for themselves.

In these instances, an advocate may:

Assist the client to access services
Assist the client to change services
Ensure that the service chosen is appropriate
Communicate with the service provider
Negotiate suitable resolutions where a complaint or dispute has arisen.

Who can be an advocate?

Advocacy is the process of standing alongside an individual who is disadvantaged, and speaking out on their behalf in a way that represents the best interests of that person. If a client, their family or carer of our organisation has asked you to be their advocate, this means they would like you to act on their behalf. You may be a family member or friend of the person, or a member of an advocacy service.

Clients and prospective advocates should be aware that interpreters cannot be used as advocates, as they have a distinct role to play in interpreting communication between two or more parties.

The role of an advocate explained:

Advocacy may involve speaking, acting or writing on behalf of an individual (or group) who has limited ability to exercise his/her rights. Advocacy is a mechanism to facilitate client rights, and you may be requested to support the client in exercising his/her rights. Examples of rights you could be asked to support include:

The right to privacy and confidentiality;
The right to respect and dignity;
The right to quality services;
The right to information to inform decision making;
The right to choice and control;
The right to make and resolve complaints;
The right to non-discriminatory service; and
The right to protection of legal and human rights, and freedom from abuse and neglect.

This support person may support the nominee in his or her contact with the organisation in the following ways.

providing assistance with communication
ensure information is understood
attend to the personal support needs
being a point of contact
ensuring their best interests are represented

Individual rights

Individuals accessing our services may nominate a support person or advocate of their choice to provide support whilst accessing our organisation. Parents, elders, relatives or legal representatives are accepted as support persons for individuals accessing our services and need to complete our Client Advocate/Support Person Nomination Form to confirm nomination. If you require assistance with this form, we can assist you.

Who can I contact to be my advocate?

If you are looking for an advocate or some support to advocate more effectively on your own behalf, you could contact one of the following organisations:

People with Disability Australia (PWDA)
P: 1800 422 015
W: www.pwd.org.au
Multicultural Disability Advocacy Association (MDAA)
P: 1800 629 072
W: www.mdaa.org.au
Indigenous Disability Advocacy Service (IDAS)
P: 02 4722 3524
E: idas@idas.org.au

For more information about advocacy services available in your area you can visit Disability Advocacy Network Australia at www.dana.org.au.

To the Moon & Back Feedback and Complaints Statement

TMB Complaints Infographic

To the Moon & Back (TMB) is committed to providing clients and their families a high standard of service and ensuring high levels of customer satisfaction. To achieve this goals TMB welcomes feedback and uses complaints and suggestions as a method of continually improving our services, systems and processes.

TMB recognises that complaints, feedback and suggestions play an essential role in identifying areas for improvement at both individual and organisational levels.

TMB recognises that families/carers, children and young people and other stakeholders have the right to make complaints, give feedback, compliments and suggestions to assist To the Moon & Back in the seamless delivery of quality and evidence based programs for children with autism spectrum disorders and their families.

To the Moon & Back is committed to respecting the rights of individuals to raise complaints and provide feedback without fear and with the knowledge that the complaint will be managed in a manner which:

Is open and fair

Is timely and confidential

Uses a person/family centred approach

Reflects the best interest of the individual

Promotes an outcome which is positive and to the satisfaction of all parties involved

Feedback and complaints as well as compliments are accepted in writing, verbally, by email or any other communication method suitable to the individual.

Click on the image above to view To the Moon & Back Strategic Plan.

TMB Reportable Incidents Infographic

The NDIS Commission say that some incidents involving NDIS Participants must be reported to them. This is to keep NDIS participants safe and to make sure businesses are not doing anything wrong. We have to follow this rule very carefully.

What is a reportable incident?

A death
A serious injury
A sexual assault or sexual grooming
Abuse or neglect
Unauthorised use of a restricted practice

What we have to do?

If we notice something or you tell us about something that happened to you that is a reportable incident, we have to contact the NDIS Commission to tell them about it.

What about your personal information?

Sometimes, when a serious reportable incident has happened, we will need to give your personal information to the NDIS Commission without your consent. This would also happen if a crime has been committed and we need to talk to the police.

What do we need to do?

You don’t need to do anything. If reportable incident happens, you can tell us about it and we will let you know what happens next. You can also contact the NDIS Commission.

Contacting the NDIS Commission

Please call 1800 035 544.