Privacy & Confidentiality

Your privacy is important to us.

Manaaki Tāngata | Victim Support is committed to being a kaitiaki (guardian) of your personal information. If you have any questions, concerns, or requests related to your personal information or this privacy statement, please contact our Privacy Officer at privacy@victimsupport.org.nz.

In line with internal procedures, changing providers, best practice, or changing legal requirements, Manaaki Tāngata | Victim Support reserves the right to make changes to this privacy notice and other aspects of its websites at any time. Please check this page regularly for any changes.

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For our clients

We will keep the information we gather in the course of the work we do to support you as a victim confidential and secure in accordance with our obligations under the Privacy Act 2020. Your personal information is only used or disclosed in accordance with the Privacy Act 2020.

What happens with the information that I share with my Support Worker or Volunteer?

Manaaki Tāngata | Victim Support collects personal information from you directly for the purposes of enabling us to provide support. We may also gather personal information from the New Zealand Police. One of New Zealand Police’s purposes for collecting information is to provide it to Manaaki Tāngata | Victim Support to enable support.

Manaaki Tāngata | Victim Support uses this information to complete case notes based on their work with you. These notes are entered into our database and can only be accessed by Victim Support Support Workers or Volunteers working on your case. Only relevant information that is necessary to show what supports are required and support actions are taken is recorded.

What if I don’t want notes taken about me?

We are required to enter information about referrals we have received. If you are not comfortable with your details being in our system, let your Support Worker/Volunteer or our Contact Service know straight away. There may be ways we can continue to support you.

Call recording

The Manaaki Tāngata | Victim Support Contact Service is committed to providing all those who use our services, a professional and best possible customer service experience.

Reasons for the recording of calls to Contact Service

• To assist us to identify training and coaching opportunities for our staff and ensure the recording of consistent and accurate information from every phone call. These recordings are used as part of our Quality Assurance and auditing process.
• For investigation processes to assist us in following up incidents or calls that require further action. This information may be used to support your position if there are any complaints or disputes.
• The New Zealand Police may request access to Manaaki Tāngata | Victim Support's call recordings to assist them in carrying out investigations.
• We may also pass on call recordings to a third-party academic institution for any research to improve victim services. This research is useful for Manaaki Tāngata | Victim Support to support our training programmes to improve our services. All personal details will be removed in the publication of this research.
• We store recordings of calls securely for up to three years and destroy them after this period.
• You may request a copy of your voice recording. Unless we have lawful reason to withhold this information, we will provide you with access.
• If you have any queries or concerns about our voice recording policy or would like to request a copy of your recording, please click here to  Request personal information.

Fundraising or donation information

We will not use information for fundraising purposes if it has been gathered for the purpose of providing support. Personal information may only be gathered for fundraising use with your permission.

Any donation information provided to us is held with the utmost care and will not be used other than as described in this privacy policy. We recognise that your supporter relationship with us is voluntary, and as such, your privacy will be held in the strictest confidence.

We adhere to the following guidelines:

• Information about donations is handled with respect and confidentiality to the extent provided by law.
• Some supporters prefer anonymity. We will respect the wishes of contributors who prefer their gift to remain confidential.
• We do not lend, exchange, rent or sell our mailing lists to other organisations.
• The personal information you provide when making an online donation, joining our regular supporters programme or becoming an event participant will be protected by Manaaki Tāngata | Victim Support and will not be disclosed to any third parties.
• All access to donor financial information is strictly limited to professional staff who need to process these transactions.
• Manaaki Tāngata | Victim Support uses a secure PCI-compliant third-party provider, Windcave, for our online payments processing. Windcave have a strong reputation, world-class security and compliance procedures. Find out more about Windcave and their data-handling policies  here.

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For our Volunteers

By volunteering with Manaaki Tāngata | Victim Support New Zealand, you consent to the collection, use, and storage of your personal information as described in this privacy statement.

Collection of personal information

We may collect personal information from you when you express interest in volunteering with us. This information may include but is not limited to:

• Your name
• Contact information (address, email, phone number)
• Emergency contact details
• Relevant qualifications and experience
• References
• Criminal record checks (if applicable)
• Medical information (if relevant to your volunteer role)

Use of personal information

We will use the personal information collected for the following purposes:

• To assess your suitability for a volunteer position.
• To communicate with you about your volunteer role and responsibilities.
• To manage and coordinate volunteer activities.
• To ensure your safety and well-being while volunteering.
• To comply with legal obligations, such as record-keeping requirements.

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For all personal information gathered by Manaaki Tāngata | Victim Support

Protection of information

We will ensure that all personal information we hold is kept securely so that it is safeguarded against loss, unauthorised access, or misuse.  

Family violence

The Family Violence Act 2018 imposes a duty on Manaaki Tāngata | Victim Support to consider disclosing your information to other parties where:

• Making or contributing to a family violence risk or need assessment;
• Making or contributing to the making or carrying out of, a decision or plan that is related to, or that arises from or responds to, family violence; or
• To help ensure a victim is protected from family violence.  

Manaaki Tāngata | Victim Support will consider disclosing your information where it is relevant to these matters and decide to do so based on the information at hand. The Family Violence Act 2018 makes it clear that ensuring a victim is protected from family violence usually takes precedence over any other duty to keep information confidential.  

Disclosure of your information to others  

We only release information about you to others as allowed by the Privacy Act 2020 and/or the Family Violence Act 2018 or other relevant legislation that enables use or disclosure outside the Privacy Act 2020.

Circumstances where we may disclose your information include (but are not limited to), when:

• you specifically authorise it (ie, you consent to the sharing of your personal information);
• the information collected was for the purpose of Manaaki Tāngata | Victim Support providing it to another party;
• there is a serious and imminent threat to your life or health, or to that of another individual;
• to enable the maintenance of the law and investigate offences; and/or
• to ensure Court proceedings can function.  

Requests for access and correction of information

• You are entitled to have access to your personal information. Please click here to Request personal information.
• If you wish to seek correction of information held about you, or make a complaint about how we have dealt with your personal information, please complete this form and contact privacy@victimsupport.org.nz  

Retention of personal information

We will retain your personal information for as long as it is necessary for the purposes outlined in this statement or as required by law. When your information is no longer needed, it will be securely disposed of.

Privacy complaints

If you are not satisfied with our response to any of your concerns, you have the right to lodge a formal complaint with Manaaki Tāngata | Victim Support  here or contact the Privacy Commissioner:

Office of the Privacy Commissioner
PO Box 10094
The Terrace
Wellington 6143

Phone: 0800 803 909
Fax: 04 474 7590

Unsubscribe policy

We strive to only send email to those who want to receive it. If you would not like to receive future emails from us, please use the 'unsubscribe' link located at the bottom of our email.

Website privacy and security

Manaaki Tāngata | Victim Support may at any time make changes to this website to improve the content or correct inaccuracies.

Information on the Manaaki Tāngata | Victim Support website does not constitute professional advice and is not a substitute for consulting with qualified professionals to meet your individual needs.

There are links on this website that take you to external websites. Any links to third party websites are provided solely for your convenience. The operation and content of such third-party websites are beyond our control. Manaaki Tāngata | Victim Support does not endorse, or accept any responsibility for any information, materials, or malware that may be contained on such websites, or any products or services advertised on or sold through any such websites.

Manaaki Tāngata | Victim Support will not be liable under any circumstances for any damages whatsoever, direct or indirect, resulting from use of any third-party website linked to this website, whether or not we are advised of the possibility of such damages.

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Requesting personal information

Under the Privacy Act 2020, you are entitled to request access to and/or correction of personal information that Manaaki Tāngata | Victim Support holds about you.

Only the person whom the information is about can ask for access and correction of that information (either directly or through a representative). We cannot provide you with information about anyone else, unless you can provide documentation showing you have been authorised to act on their behalf.

To enable us to process your request and to protect the privacy of all our clients, we require some personal information, including proof of identity, to process your request. Providing specific details of the information and/or corrections you require will make it simpler and quicker for us to assist you with your request.

You can make a request for personal information downloading the form below. Please complete the form and send it with accompanying identification to privacy@victimsupport.org.nz.

We aim to respond to all requests within 20 working days and will notify you if we are unable to meet this timeframe. If you do not receive confirmation of receipt within three working days after submitting this form, please call us on 0800 842 846.