Your Privacy

Windermere makes sure that personal information about you is kept secure and used responsibly.

The type of information we may collect:

  • Your name, address, date of birth, gender, occupation
  • Home address, phone number, email address
  • Health and welfare information (if relevant)
  • Payment details if you are paying for our service.

Why we collect your personal information:

  • To understand you and your needs
  • To provide you with the support you need
  • To communicate with you
  • To help us reflect on what we can do better
  • To manage our business
  • To comply with our legal obligations.

How we collect your personal information:

  • Directly from you
    • Online forms
    • Telephone conversations
    • In person when we meet with you
    • When you pay for services or make a donation
    • When you subscribe to our publications
  • From people you have authorised us to talk to about your needs
  • From organisations and other people who have referred you to our services.

You can choose not to provide your personal information or may just want to deal with us anonymously.  However, we may not be able to provide you with the full level of service you expect.

Legal obligations and other privacy exceptions

We give access to personal information where we are permitted or obliged to do so by Commonwealth and Victorian law. For example, in some circumstances we will use or disclose personal information to react to unlawful activity, serious misconduct, or to reduce or prevent a serious threat to life, health or safety. We are obliged to cooperate with law enforcement bodies in some circumstances. We may disclose personal information when we receive a request that is authorised under law.

We also give statistical information about some of our services to government bodies as required under funding requirements. Such information is de-identified before it is provided.


Security of your personal information is important to us.  Some of the security measures we use include:

  • Firewalls and access logging tools that protect against unauthorised access to your data and our network
  • Secure work environments and workflow systems that prevent unauthorised access and copying of your personal information
  • Secure server and closed network environments
  • Encryption of data in transit
  • Virus scanning tools
  • Management of access privileges, to ensure that only those who really need to can see your personal information
  • Ongoing training and security reviews.

Security risks are always changing, so we make sure we are vigilant in our efforts to protect your personal information.

How to access your personal information 

If you ask us, we will usually give you access to the personal information we hold about you unless there are circumstances (under law) where to do so would unreasonably affect someone else's privacy or pose a serious threat to someone's life, health or safety.

You can ask for access to the personal information we hold on you by following the contact details below. 

Quality of Personal Information

We aim to keep the personal information we hold about you accurate, up-to-date and complete. If you think our records need to be corrected, please call us on 1300 946 337.

How our Marketing team uses personal information

What de-identified information we collect from your online activity using cookies:

  • How many people visit our website and what information they look at the most
  • How you use our website so we can provide you with a more user-friendly experience
  • The kind of advertising that may be relevant and useful to you
  • Third party website information so Windermere advertising can be displayed.

You can clear cookies and digital identifiers from your device by changing the security settings on your web browser.  However, parts of our website may not work as they should.


Windermere may advertise by mail, phone, email, text, and online or digital.. We may use your information to send you advertising that is customised or relevant to your interests, characteristics or general location. This doesn't necessarily mean you'll get more advertising, it just means that the advertising that you see from Windermere will hopefully be more relevant to you.

Opting out

You can opt out of receiving any marketing materials from us by following the instructions on the article you have received or by phoning our main switch.

Please note there are some types of marketing we can't control on an individual basis, like online ads that are not targeted specifically to you.

Disable tracking

Parties we work with

Sometimes we may team up with other parties to offer services or products, such as an event. We value your trust and will only provide the personal information the other parties need to do their job. We will manage the relationship between you and the other parties we work with and will only provide them with your personal information with your consent. When we do disclose information to third parties we have arrangements that limit the use and disclosure of this information.


We sometimes work with third parties to provide services or conduct business. We limit third party access to your personal information and have strict controls that protect your information from unauthorised use or disclosure.

Access to personal information from overseas

Sometimes we may send your information overseas to offshore parties we are working with. These overseas companies may be involved in providing services like data distribution. We will only provide secure information that these parties need to do their job.

To protect your information from unauthorised use or disclosure we maintain strict controls that limit the access to and handling of your information.

Outstanding payments

Sometimes we may need to refer or sell overdue debts to debt collectors or other companies. If we do this, we will only  give them secure access to the personal information needed to do their job.

Contacting us 

Please let us know if you have any questions or concerns about this privacy statement or our practices. You can contact us by phoning our main switch or by mailing our head office.

You can find out more about our complaint process, how to lodge a complaint online as well as a list of other avenues for you to make a complaint if you choose.


We may amend this privacy statement from time to time if our practices change.

Reviewed: June 2019