1. Purpose

The purpose of this privacy policy is to explain the circumstances under which ARCH Housing (ARCH) collects, uses, stores and discloses personal and health information and under which circumstances ARCH will share this information with other parties.

Personal information is information about an individual whose identity is apparent or can reasonably be ascertained from this information.

Health information is a specific type of personal information which may include information about your physical or mental health or disability.

Personal information (including health information) may be considered sensitive or non-sensitive.

2. Scope

ARCH’s privacy policy applies to all residents and housing applicants to whom ARCH provides services whose personal information is collected, used, stored and disclosed by ARCH as per legislative requirements.

It also applies to other parties whose information may be received/used by ARCH in the delivery of housing and housing related services.

3. Collection of Personal Information

Who do we collect personal information from? At ARCH we typically collect personal information from applicants interested in housing, residents, and members of residents’ households. We may also collect information from job applicants, staff, volunteers and others, including contractors or their representatives and visitors.

What kinds of personal information do we collect? The kinds of personal information we collect is largely dependent upon whose information we are collecting and why we are collecting it. Personal information may include sensitive information, health information, credit information, employee record information and tax file number information.

In general terms, personal information ARCH collects includes (but is not limited to):

• Names, addresses and other contact details; dates of birth; next of kin details, nationality, country of birth, languages spoken at home, government identifiers
• Photographic images
• Financial information including income, family court orders, criminal records
• Medical records, disabilities, individual health care plans and support letters from health professionals

How do we collect personal information? Where possible, we collect personal information directly from you using specifically designed forms. However, given the nature of our operations, we often also receive personal information by email, letters, notes, over the telephone, text messages, in face to face meetings, through financial transactions and through surveillance activities such as CCTV security cameras.

4. Use and Disclosure of Personal Information

How we use personal information We only use personal information that is reasonably necessary to deliver one or more of our functions or activities, including:

• Providing housing and housing related services
• Satisfying our legal obligations including our duty of care
• Keeping informed about community housing matters through correspondence, newsletters, social media platforms and website
• Marketing, promotional and fundraising activities
• Helping us to improve our day to day operations including staff training and systems development
• Administration including for insurance purposes

When we disclose personal information Personal information may be disclosed to government agencies, our service providers, agents, contractors, partner support agencies and other recipients from time to time, only if:

• You have consented
• You would reasonably expect the personal information to be disclosed
• We are authorised or required to do so by law
• Disclosure will lessen or prevent a serious threat to life, health or safety

5. Security and Storage

The security of personal information is of utmost importance to us and we take all reasonable steps to protect the personal information we hold about you from misuse, loss, unauthorised access, modification or disclosure.

These steps include:

• Restricting access to information by staff based on their roles and responsibilities
• Ensuring hard copy files are stored in secure filing rooms requiring security access
• Implementing ICT and Cyber Security systems, policies and procedures
• Ensuring staff comply with internal policies when handling personal information
• Undertaking due diligence with third party service providers who may have access to personal information

6. Access and Correction

How to gain access to personal information we hold You may request access to the personal information we hold about you, or request that we change the personal information, by contacting us. Upon receiving such a request, we will verify your identity before granting access or correcting the information.

Privacy complaints If you are concerned that we have not complied with applicable privacy laws, you may raise a complaint internally through our complaints process:

Step 1: Let ARCH know Contact our Privacy Officer using the details provided below. A response will be provided as soon as practicable.

Step 2: Investigation of complaint Your complaint will be investigated by our Privacy Officer. A response to your complaint will be provided in writing within a reasonable period.

Step 3: External review If you are not satisfied with our response, you may refer the complaint to:

• The NSW Information Privacy Commissioner: ipcinfo@ipc.nsw.gov.au
• The Australian Privacy Commissioner: enquiries@oaic.gov.au

7. Contact Us

ARCH can be contacted about this Privacy Policy or about personal information generally by:

• Email: [privacy email address]
• Phone: [phone number]
• Post: Privacy Officer, ARCH Housing, [address]

8. Changes to Privacy Policy

ARCH’s Privacy Policy is subject to change at any time. Please check our Privacy Policy on our website for the current version.

Last updated: 16 Sep 2025