Privacy

Triple Zero Victoria is committed to protecting the privacy of personal information that we handle in the delivery of services to the community, agencies, employees and agents. The way Triple Zero Victoria collects discloses and manages personal and health information contributes to its success.

Victoria has three key pieces of legislation that apply to Triple Zero Victoria:

These laws contain information about confidential information, and privacy principles which give people more say in regard to how their personal and health information is collected and used and who can access it.

In addition, Victoria’s Charter of Human Rights and Responsibilities protects individuals from having their privacy unlawfully or arbitrarily interfered with.

Triple Zero Victoria collects sensitive, personal and health information in the course of its operations. The organisation is committed to protecting confidential information, and to implementation of Victoria’s Information Privacy Principles and Health Privacy Principles, in the context of delivering emergency and related call-taking and dispatch services, including via triple zero.

Privacy framework

Triple Zero Victoria maintains a broad privacy framework, supported by an active strategy to improve privacy compliance and awareness.

Triple Zero Victoria’s privacy framework is comprised of 4 elements:

  • Compliance with privacy laws and privacy principles, and other relevant legislation
  • Provision of advice and guidance internally and externally regarding privacy rights and responsibilities
  • Training and awareness activities within the organisation
  • Monitoring, reporting and managing privacy practice, including incident management.

The framework is supported by Triple Zero Victoria's Privacy Policy which sets out in detail how the organisation meets its legislative and other privacy obligations.

Triple Zero Victoria privacy policy

Triple Zero Victoria’s policy refers to the use and management of personal and health information collected by Triple Zero Victoria.

Personal and health information held by Triple Zero Victoria is managed in accordance with the privacy principles contained in the Privacy and Data Protection Act 2014 (Vic), the Health Records Act 2001 (Vic) and as required by other laws. Triple Zero Victoria is required by law to have a policy on its information handling practices.

Privacy and security measures protect against misuse, loss and unauthorised disclosure of personal information.

The Triple Zero Victoria Act 2023 also protects confidential information from unauthorised disclosure.

Definitions

Personal information is recorded information about a living identifiable or easily identifiable individual (including work related information or images).

Sensitive information is information about a living individual’s race or ethnicity, political opinions, religious or philosophical beliefs, sexual preferences or practices, criminal record, or membership details, such as trade union or professional, political or trade associations.

Health information is information about a living or deceased individual’s physical, mental or psychological health.

Confidential information is any information relating to calls received or messages communicated by Triple Zero Victoria in the course of providing a service to an emergency services and other related services organisation.

What does Triple Zero Victoria do?

Triple Zero Victoria was established by the Triple Zero Victoria Act 2023 to provide emergency call taking and dispatch and other communications services to emergency services organisations throughout Victoria (the services).

Triple Zero Victoria currently provides services to the following organisations:

  • Country Fire Authority
  • Ambulance Victoria
  • Fire Rescue Victoria
  • Victoria Police
  • Victoria State Emergency Service (VICSES).

Triple Zero Victoria is committed to protecting the privacy of personal information that we handle. Personal information is information that directly or indirectly identifies a person.

What areas of Triple Zero Victoria collect personal and health information?

All calls to triple zero, VICSES emergency calls and operational radio communications are voice recorded. Under the Telecommunications (Interception and Access) Act 1979 Triple Zero Victoria may listen to or record, by any means, such a communication within a ‘emergency service facility’ without the knowledge of the person making the communication. Administration telephony systems within the State Emergency Communications Centres are not recorded.

Because individuals, members of the public, and Triple Zero Victoria employees deal with different areas of the Authority, these areas may have additional privacy policies and practices that explain in more detail their particular information management practices. For example, Triple Zero Victoria’s People, Capability and Reputation department has additional policies, which explain in more detail how human resources records are managed in accordance with privacy legislation. Triple Zero Victoria’s Operations Department has policies regarding access to control rooms.

How does Triple Zero Victoria treat confidential information?

Triple Zero Victoria collects sensitive and personal information in the course of its operations. This information is protected under the confidentiality sections of the Triple Zero Victoria Act. The Act provides for otherwise confidential information, including personal and health information, to be provided to emergency services organisations to assist callers.

Section 63 of the Triple Zero Victoria Act protects the "confidential information" of callers (whether or not such information is considered personal or health information) by limiting the use that Triple Zero Victoria, its employees and any others may make in relation to that information. Confidential information under the Triple Zero Victoria Act means any information relating to calls received or messages communicated by Triple Zero Victoria in the course of providing a service to an emergency services and other related services organisation.

The restriction on the use of confidential information is as follows: A person who has confidential information that he or she has received in the course of carrying out duties under the Triple Zero Victoria Act must not, except to the extent necessary to perform duties under the Triple Zero Victoria Act, record, disclose, communicate or make use of that information.

All Triple Zero Victoria employees are required to comply with this restriction and, under the Triple Zero Victoria Act, penalties may apply for breach of this restriction.

Certain areas of Triple Zero Victoria and some Triple Zero Victoria personnel may not have to comply with some or all of the privacy principles.

These situations include where:

  • the provisions of another Act are more specific about how information should be managed
  • the area makes use of generally available publications, for example, websites, or publicly accessible directories
  • employees are carrying out law enforcement functions which would be hindered if they were to comply with all of the privacy principles
  • if the use or disclosure it is necessary to lessen or prevent a serious and imminent threat to an individual’s life, health, safety or welfare.

What sort of information does Triple Zero Victoria collect?

In broad terms Triple Zero Victoria:

  • collects only information needed for the provision of Triple Zero Victoria’s services
  • takes reasonable steps to ensure personal information is accurate, complete, up-to-date and relevant to the functions performed
  • uses and discloses it only for Triple Zero Victoria’s service provision purposes, for another purpose with the person's consent, or as otherwise authorised by law
  • stores information securely, protecting it from unauthorised access
  • retains it for the period authorised by the Public Records Act 1973
  • provides the person with access to their own information, and the right to seek its correction.

Triple Zero Victoria also collects personal and health information for statutory and administrative reasons.

Triple Zero Victoria may collect sensitive information according to privacy and other legislation.

Why does Triple Zero Victoria collect information?

Triple Zero Victoria collects personal and health information as necessary for its functions of service delivery, administration and enforcement of the law.

Below are the most common reasons that Triple Zero Victoria may collect and use your personal information:

  • If you ring Triple Zero Victoria (for example via Triple Zero or VICSES 132 500 to request assistance from an emergency service).
  • When seeking to obtain your direct feedback on services provided by Triple Zero Victoria.
  • If you seek to be or are employed by Triple Zero Victoria (including referee and police checks).
  • You are or would like to be a supplier or contractor to Triple Zero Victoria.
  • If you request information from Triple Zero Victoria.
  • For the purposes of conducting an event (for example, Junior Triple Zero Hero Awards) and for the purposes of contacting you regarding other events that may be of interest.

Triple Zero Victoria takes reasonable steps to explain why personal or health information is collected, what is done with it, whether any laws require it and the main consequences for an individual if it is not provided to Triple Zero Victoria.

What does Triple Zero Victoria do with the information?

Triple Zero Victoria uses and provides to other people or organisations, personal or health information necessary to provide the requested emergency service. Triple Zero Victoria is authorised by law to use or provide personal or health information to others for the purpose of providing its service.

Triple Zero Victoria only assigns or adopts a unique identifier (e.g. employee number) for an individual if it is necessary, authorised by law or with consent. Triple Zero Victoria ensures any transfer of personal or health information outside Victoria is in accordance with privacy and other legislation.

Eventbrite

There may be occasions where Triple Zero Victoria uses Eventbrite to invite you to an Triple Zero Victoria-run event, and to register your attendance. In such instances, Triple Zero Victoria may provide your name and email address to Eventbrite, and any additional information you provide which is relevant to the event – for example, dietary requirements. Such information will be subject to Eventbrite’s privacy policy which can be found at Eventbrite: Privacy Policy.

SmartSheet

There may be occasions where Triple Zero Victoria uses Smartsheet to manage your registration for and attendance at an Triple Zero Victoria-run event. In such instances, Triple Zero Victoria may provide your name, email address, dietary requirements and RSVP information to SmartSheet, and any additional information you provide which is relevant to the event. Such information will be subject to SmartSheet’s privacy policy which can be found at SmartSheet: Privacy Notice.

How does Triple Zero Victoria ensure that information is accurate and up-to-date?

Triple Zero Victoria takes reasonable steps to ensure that personal and heath information held is accurate, complete and up-to-date. Usually, Triple Zero Victoria relies on individuals to provide accurate and current information in the first instance, and to notify when circumstances or details change.

How does Triple Zero Victoria store and protect information?

Triple Zero Victoria has security measures aimed at protecting personal and health information from misuse, loss, unauthorised access or disclosure. Stored information is also archived in accordance with the Public Records Act 1973, which determines when it is appropriate to retain or dispose of it.

How can individuals access information held by Triple Zero Victoria?

Information on how you can access information held by Triple Zero Victoria, including under Freedom of Information (FOI), is set out on our webpage about making a Freedom of Information application.

How does Triple Zero Victoria handle complaints about privacy?

Triple Zero Victoria undertakes to resolve privacy complaints in a timely, fair and reasoned way.

Triple Zero Victoria employs conduct management policies to address any alleged privacy breaches by employees. It also maintains an Incident Management Framework to help manage any breach caused by a system, process or other failure.

Contact the Privacy Officer if you would like to report a breach of privacy:

You can also request that incorrect information be amended.

Safety & emergencies

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