Privacy Notice

Lou’s Place | The Marmalade Foundation Ltd | ABN 17 135 874 118

About This Statement

Lou’s Place is operated by The Marmalade Foundation Limited. This notice explains how we collect, use, store and share personal information when you interact with us, including through our website, communications, donations, fundraising, campaigns, events, social media, recruitment, work, volunteering, partnerships and other organisational activities.

Women accessing Lou’s Place services receive a separate Client Privacy Statement. We may also provide additional privacy information for a particular form, activity or interaction. This should be read with this notice.

Information We May Collect

What we collect depends on how you interact with us. It may include:

• Your name or preferred name, contact details, organisation and communication preferences
• Donation, fundraising, campaign, event, subscription or supporter details
• Application and engagement information, including qualifications, screening, payroll, emergency contacts, training, safety and workplace records
• Health or accessibility information needed for a support, event or safety arrangement
• Partnership, referral, supplier, invoice, governance or professional-contact information
• Survey responses, feedback, enquiries, correspondence and privacy requests
• Photos, stories or other material you provide
• Website and platform information, such as your IP address, device, browser, pages visited, cookies and security logs

We collect only the personal information we reasonably need for the relevant purpose and usually collect it directly from you. We may also receive information from referees, screening or recruitment providers, education organisations, your organisation, public sources or another person involved in the interaction.

You can browse most of our website without identifying yourself, although some technical information may be collected automatically. We only collect sensitive information where it is reasonably necessary and with your consent, or where otherwise permitted or required by law.

Please do not send sensitive or urgent information through social media, general website contact forms or the chatbot. Contact Lou’s Place directly if you need support, as these channels are not emergency or crisis services.

Why We Collect and Use Information

We may use personal information to:

• Respond to enquiries and provide requested information
• Process donations, issue receipts and administer fundraising activities
• Manage campaigns, events, subscriptions and supporter communications
• Assess employment and volunteering applications
• Manage partnerships, referrals and organisational relationships
• Operate, secure and improve our website and communications
• Meet our legal, financial, funding and governance responsibilities

We use information for the purpose for which it was collected, a related purpose you would reasonably expect, with consent, or where otherwise permitted or required by law. If information is needed for an interaction, we will explain any likely effect of not providing it where this is not obvious.

When We May Share Information

We may share relevant information with:

• Lou’s Place people who need it for their role
• Providers that support payments, fundraising, communications, events, recruitment, workforce administration, IT, security and records
• A partner, adviser, regulator, insurer, funder or government body where relevant to the interaction
• Another person or body where you have asked us to share it, or where disclosure is permitted or required by law

We do not sell or rent personal information.

Donations, Fundraising and Communications

We may use payment, banking, fundraising, event and mailing providers to process donations, issue receipts, manage fundraising activities and send communications. These providers handle information under their own privacy and security terms. Lou’s Place receives the information needed to manage the relevant transaction or activity.

If you donate or fundraise through another website or platform, that provider’s privacy notice will also apply.

We may send news, event information and fundraising updates where you have agreed or we are otherwise permitted to do so. You can unsubscribe at any time using the link in a message or by contacting us. Necessary messages, such as donation receipts, may still be sent.

Photos, Stories and Public Communications

Lou’s Place may use de-identified, aggregated or generalised information about the experiences and circumstances of women who access our services to explain our work, demonstrate community need, report on outcomes, support fundraising and advocacy and communicate about our services.

We take care not to include information that could reasonably identify an individual woman unless she has given separate, specific consent.

We seek separate, specific consent before publicly using an identifiable photo, video, voice recording, quote or personal story. Participation is voluntary and choosing not to participate will not affect a person’s access to services, employment, volunteering, partnership, donation or other engagement with Lou’s Place.

We aim to represent people’s experiences accurately, respectfully and with dignity and to avoid unnecessary or sensationalised detail.

CCTV and Workplace Surveillance

CCTV operates in selected entrances and shared indoor and outdoor areas at Lou’s Place for safety, security and incident management purposes. Signs are displayed where CCTV is operating. CCTV is not used in bathrooms, showers or private casework areas.

CCTV footage is securely stored, access is restricted to authorised persons and recordings are retained only for as long as reasonably necessary, including where they are required in connection with an incident, investigation or legal obligation.

Staff and other workers receive separate information about workplace surveillance arrangements in accordance with applicable workplace surveillance requirements.

Applications and Workforce Information

For applicants, staff, Board members, volunteers, students and contractors, we may collect information needed to assess suitability, complete checks, manage the engagement, make payments, manage safety and meet legal obligations.

Relevant information may be shared with authorised staff and providers that support recruitment, screening, payroll, superannuation, insurance, training, IT and records. If necessary information is not provided, we may be unable to complete the relevant process.

Website, Cookies and External Platforms

Our website may automatically collect technical information to operate and secure the site, understand how it is used and improve accessibility and performance. You can manage cookies through your browser and, where available, the website’s cookie controls.

Information entered into social media, payment pages, event platforms, survey tools or other external services may also be handled under that provider’s privacy practices. Please avoid sending sensitive or urgent information through a general website form, direct message or chatbot.

If enabled, the Lou’s Place chatbot provides general information only. It is not a casework, legal, medical or crisis service and should not be used to provide names, contact details or sensitive information.

Where Information Is Stored

Where possible, Lou’s Place seeks to use systems and providers that store personal information in Australia. Some providers may, however, store or process information overseas.

Security and Retention

We use reasonable safeguards to protect personal information from loss, misuse, unauthorised access, change or disclosure. Access is limited to people who need it for their role.

We keep personal information for as long as needed for the purpose for which it was collected and to meet legal, funding, insurance, safeguarding and recordkeeping requirements. When information is no longer required, it is securely destroyed or disposed of where appropriate. If a privacy or data breach occurs, we will respond in accordance with our legal obligations and take appropriate steps to contain and manage the breach.

Access, Correction and Privacy Concerns

You may ask what personal information we hold about you, request access or ask us to correct information that is inaccurate or out of date. You may also raise concerns or complaints. Privacy complaints will be handled in accordance with Lou’s Place complaints process and applicable privacy law. If we are unable to provide access or make a requested correction, we will explain why.

If a concern involves the CEO, it will be referred directly to the Chair of the Board. Raising a concern will not disadvantage you.