Our commitment to privacy and protecting personal and sensitive information
Purpose
The purpose of this policy is to:
- detail the circumstances in which Coal Services Pty Limited, Coal Mines Insurance Pty Ltd and Mines Rescue Pty Limited (Coal Services) may collect personal information about an individual and how that information may be used; and
- ensure that Coal Services complies with the requirements of the Privacy Act 1988 (Cth) (Privacy Act) and the Health Records and Information Privacy Act 2002 (NSW) (HRIP Act). The HRIP Act only applies in relation to health information.
Policy
In this Privacy policy, the terms ‘we’, ‘us’ and ‘our’ refers to ‘Coal Services’.
Coal Services is committed to protecting your privacy. Coal Services understands how important it is to protect an individual’s personal information.
This document sets out how we handle your personal information, including the collection, use and disclosure of your personal information, as well as how you can access and change your information, provide us with feedback or make a complaint.
Definitions
Health information means personal information that is also information or an opinion about an individual’s physical or mental health such as medical reports, medical certificates, x-rays, CT scans and fitness assessments.
HRIP Act means the Health Records and Information Privacy Act 2002 (NSW)
Personal information means information or an opinion about an individual who is identified, or who can reasonably be identified, from the information, whether or not the information or opinion is true or recorded in a material form and includes sensitive information.
Privacy Act means the Privacy Act 1988 (Cth)
Sensitive information means information or an opinion, that is also personal information about a person’s racial or ethnic origin, political opinions, memberships of political, professional and trade associations and unions, sexual orientation or practices, criminal history, health information and genetic and biometric information.
We collect, hold, use and disclose your personal information to enable us to meet legal obligations and provision of our services to you and for a range of internal purposes. These include:
- Coal Services Pty Limited provides corporate support services to each business and includes Statistics and Internal Audit.
- Coal Mines Insurance Pty Ltd (CMI) provides the workers compensation insurance scheme for workers in the NSW coal industry.
- CS Health provides occupational medical services to employers and workers in the NSW coal industry.
- Mines Rescue Pty Limited (Mines Rescue) provides incident response services and training to coal mines within NSW.
- Regulation & Compliance provides gas and other occupational hygiene monitoring and analysis services to industry and conducts training audits under NSW Coal Order 34.
Collecting your personal information
Coal Services collects information for different purposes depending on the function or activities of the particular business unit:
- Coal Services Pty Limited collects corporate reports from other Coal Services business units and third parties which may include personal and sensitive information relating to individuals to whom services have been provided. We may also collect information from employers in the industry.
- CMI collects personal and sensitive information regarding the individual who has made the workers compensation claim, their contact details, details regarding their doctors and, if applicable, surveillance information to determine the genuineness of the claimed impairment. The information is generally collected from the individual, treating and other doctors, allied health professionals, employers and professional investigators.
- CS Health collects personal and sensitive information regarding the fitness of the individual to perform duties in the coal industry, return to work requirements and details regarding an individual’s doctors, as well as information regarding injuries and conditions presented for treatment. The information is generally collected from the individual, treating and other doctors, allied health professionals and employers.
- Mines Rescue collects personal and sensitive information in relation to individuals who have been the subject of rescue services or to whom training has been provided. This information is generally collected from employers in the industry and from the individual.
- Regulation & Compliance collects personal information in relation to individuals to whom services have been provided and may also collect information from employers in the industry.
Using and disclosing your personal information
Coal Services uses and discloses personal information in accordance with the Australian Privacy Principles (APP).
We generally use or disclose personal information only with your consent and for the purpose, we collected it, unless you consent to us using or disclosing it for a different purpose.
Sometimes we may use or disclose your personal information in circumstances where you would reasonably expect us to use or disclose it, the Privacy Act permits the disclosure, and it is impracticable to obtain your consent. We may use personal information for contact purposes (via mail, email, phone or SMS) regarding the services offered by Coal Services and its related business entities which may be of benefit, or to conduct research (including but not limited to customer surveys). We may provide you with information about other products and services offered by Coal Services that may benefit you and your employees. This includes information about training, health, injury management and environmental hygiene.
We may sometimes use software tools (such as our Customer Relationship Management tool and our Learning Management System) to help us manage our marketing channels and our communications with you.
If you do not want to be contacted for marketing or promotional purposes, you can opt-out of these communications when you receive them, or you can contact us at [email protected].
Please note:
- If you request not to receive marketing material, we will still contact you in relation to our ongoing relationship with you. For example, we will still send you statements and relevant information on products and services you are using with Coal Services.
- Your health information won’t be used for marketing or research purposes unless we have your consent to do so.
- There may be times when we need to disclose personal or health information to other parties to enable services to be provided or carried out on our behalf. For example, Coal Services’ business units, treating and other doctors, allied health professionals, employers, solicitors, professional investigators, mailing houses, suppliers of the marketing software tools we use (such as Learning Management Systems and Customer Relationship Management Systems), research firms, other government departments, and the relevant Minister. We may also share personal or health information where a situation is or may be life threatening.
- If it is necessary to disclose information to a third party, we will de-identify the information where possible.
- We generally do not disclose personal or health information to anyone outside Australia.
We will take reasonable steps to ensure that any third parties who receive your personal information from Coal Services are bound by substantially similar privacy standards and obligations as Coal Services.
If you do not provide Coal Services with your personal information
If you do not provide us with the personal information we reasonably request, we may not be able to provide the product or service as requested. Where practicable, we will provide anonymous interaction between parties e.g. when conducting research.
Before we complete any service requiring personal information, consent will be sought to collect and use the information supplied. We will ask permission via application forms, administration processes and other methods of collecting information as appropriate.
Accessing your personal information
You are entitled to access your own personal information being held by Coal Services. This information is generally provided upon request.
So that we can respond quickly and efficiently to requests, it is asked that you complete an Access Request Form. There may be a service fee for retrieving and sending the information. Please contact us if you would like more information on how to request access to this information or to confirm the applicable charges.
In limited circumstances, however, access may be refused if permitted by law. For example, you may be refused access to your personal information related to anticipated or existing legal proceedings and which cannot be subject to a process of discovery, information regarding Coal Services’ negotiations with you, legal advice about your matter with Coal Services, where providing access poses a serious threat to the life, health or safety of any individual or if access may have an unreasonable impact on the privacy of other individuals.
If we are unable to give you access to the information you have requested, we will give you reasons for this decision when we respond to your request.
Correcting your personal information
To enable us to provide you with the best possible service, it is important that the information we hold about you is accurate.
We will take reasonable steps to ensure that any information being held is relevant, accurate, complete, up-to-date and not misleading. However, it is your responsibility to notify us when your details change.
If any of the personal information Coal Services holds about you is incorrect, inaccurate or out of date, you may request that we correct the information by telephoning us on +61 (2) 8270 3200 or by email to [email protected].
Storage and security of your personal information
Coal Services holds personal and health information on databases and physical files. We maintain the confidentiality of personal and sensitive information and take all reasonable steps to securely retain any information being held.
For example:
- Information held on relevant databases is protected through the use of passwords and other security procedures.
- Access to information is limited to those employees and/or service providers who specifically need it to perform their duties in providing services.
- There are also physical measures in place to protect the use and storage of physical files.
- All employees are aware of the requirements of the APP and are responsible for handling personal information in accordance with the Privacy Act.
- Data migration to third parties is restricted.
- We have a process in place to destroy information that is no longer required.
How to contact us or make a complaint
If there are any questions about this Privacy Policy, please contact us:
Privacy Contact Officer
Coal Services Pty Limited
PO Box Q1895, Queen Victoria Building NSW 1230
T: +61 (2) 8270 3200
E: [email protected]
If you have a complaint about our handling of your personal information or about our compliance with the Privacy Act, you may contact the Privacy Contact Officer in writing using the address above. We will acknowledge your complaint within seven (7) days. Coal Services will provide you with a decision on your complaint within 30 days. If you are dissatisfied with our response, you may make a complaint to the Privacy Commissioner who can be contacted via the Office of the Australian Information Commissioner website (www.oaic.gov.au) or on 1300 363 992.
Amendments to, and operation of, this policy
Any personal information Coal Services holds is governed by the most current Coal Services Privacy Policy. The Privacy Policy is publicly available on the Coal Services website www.coalservices.com.au or you can obtain this policy by telephoning Coal Services on +61 (2) 8270 3200 or by writing to Coal Services at PO Box Q1895, Queen Victoria Building NSW 1230 or by sending an email to [email protected].
This policy is reviewed from time to time to take into account new laws and technology, changes to Coal Service’s operations and practices, and to make sure it remains appropriate to the changing environment. As a consequence, Coal Services may at any time and for any reason, review and amend this policy. Coal Services will post any Privacy Policy changes on its website.
Privacy Statement
This privacy statement relates only to the information automatically collected from you resulting from your visit to websites controlled by Coal Services. If you would like more information on the steps taken by Coal Services to comply with its obligations under the Privacy Act 1988 (Cth) (Privacy Act) and the Health Records and Information Privacy Act 2002 (NSW) (HRIP Act), please refer to Coal Services Privacy Policy, located at https://www.coalservices.com.au/mining/privacy-policy/ By using this website and the related resources, you consent to the collection, use and disclosures as provided in this statement.
Links to third-party websites
The Coal Services website has links to external third-party websites. External websites should contain their own privacy statements and Coal Services recommends you review them when using their websites. Third party websites are not covered by this policy and these sites are not subject to Coal Services privacy standards and procedures. Coal Services does not have any responsibility for the privacy policies or practices of third-party websites linked to this site, nor the accuracy of their content.
Collection of information
When visiting the Coal Services website, general statistical information such as the number of users visiting the website is collected, along with the number of pages viewed, the date, time and duration of visits and how the visitor came to the website.
We may also collect Internet Protocol (IP) addresses and internet browser type for your interaction with various parts of the Coal Services website. Your IP address is the identifier for your computer when you are using the internet. This information will not identify the user.
Cookies and website analytics
Website analytics measurement software is used to assist in tracking traffic patterns to and from the Coal Services website, anonymously surveying users of the sites. The system is used to collect such information as the number of unique visitors, how long these visitors spend on the website when they visit, and common entry and exit points into and from the website. Our website utilises Google Analytics for performance metrics. Google Analytics uses JavaScript tags (libraries) to record information about the page a user has seen, as well as the industry standard HTTP Cookie to ‘remember’ what a user has done during previous interactions with the website.
Coal Services uses the information collected to monitor traffic through the server and to specific pages or applications to help us to improve the website experience and deliver better services to our customers.
This non-personal information is collected and aggregated by third-party software and provided to Coal Services to assist in the analysis of its website. You cannot be personally identified from this information and no personal information is stored about you.
Coal Services may also use other third-party software to help us understand website traffic and webpage usage.
Coal Services may also capture information for remarketing and other online advertising purposes, based on your visits to our website.
Social networking services
Coal Services sometimes use social networking services such as Facebook to communicate with the public about our activities. If you choose to communicate with us using these services, we may collect your personal information, but we will only use it to communicate with you. The social networking service may also collect or handle your personal information and use it for its own purposes. These services have their own privacy practices and policies. Coal Services is unable to regulate the action of those services. This policy does not apply to the acts or practices of those services.
Online forms
Online forms contained on the Coal Services website collect data provided by you. We collect and use this information for any or all of the following purposes:
- To provide services or information to you.
- For record-keeping and administrative purposes.
- To provide information about you to our contractors, employees, consultants, agents or other third parties to provide services to you.
- To improve and optimise our service offering and customer experience;
- To send you marketing and promotional messages and other information that may be of interest to you via email, SMS, social media or mail.
- To send you administrative messages, reminders, notices, updates, security alerts, and other information requested by you.
- To consider an application of employment from you.
Online surveys
When conducting surveys (email/SMS/QR code/phone/face to face), Coal Services Pty Limited and/or businesses may collect and process information that is necessary for the completion and evaluation of the Voice of Customer Program and/or Feedback Policy. These programs are facilitated by Coal Services Marketing team on behalf and under the instructions of Coal Services Pty Limited.
What data do we process?
Depending on the nature of the Voice of Customer Program and Feedback Policy, Coal Services and/or its businesses may process some or all of the following types of data:
- Contact details including name, email address, telephone numbers, and language preferences
- IP address and domain, Internet browser, and operating system (operating system settings)
- Opinion on the quality of Coal Services and/or its businesses sites, products, and services that are part of the Voice of Customer responses and feedback.
Purposes for processing the data collected in the context of the Voice of Customer and Feedback Policy
Personal data is processed for the purposes of:
- Contacting the survey respondents
- Contacting respondents to follow up on any feedback (including compliments, complaints, or general feedback as requested)
- Assessment of the responses;
- Improvement of Coal Services and/or its businesses facilities, product, and services as a result of feedback provided to Coal Services
We will not use your personal data collected in the context of Voice of Customer and/or Feedback policy for marketing purposes unless you have separately consented for such marketing communication from Coal Services and/or any of its businesses.
Who can I contact for more information about online surveys?
You can contact us via the Give Feedback page.
Security of information
The security of your information is very important to Coal Services.
Coal Services takes all reasonable steps to protect the information in its systems from misuse, interference, loss, and any unauthorised access, modification or disclosure. Coal Services data security and privacy policies are periodically reviewed and enhanced as necessary. If Coal Services no longer requires your information, and Coal Services is legally permitted to, Coal Services will take all reasonable steps to destroy or de-identify the information. Specifically, access to systems, applications, and the collected data is restricted to authorised personnel only.
In addition, any personal information collected and used to identify user trends (such as IP addresses) is aggregated and made anonymous during report generation.
Coal Services takes reasonable steps to preserve the security of cookie and personal information in accordance with its privacy policy and this statement. If your browser is suitably configured, it will advise you whether the information you are sending will be secure (encrypted) or not secure (unencrypted).
How to contact us or make a complaint
If there are any questions about this Privacy Statement, please contact us:
Privacy Contact Officer
Coal Services Pty Limited
PO Box Q1895, Queen Victoria Building NSW 1230
T: +61 (2) 8270 3200
E: [email protected]
If you have a complaint about our handling of your personal information or about our compliance with the Privacy Act, you may contact the Privacy Contact Officer in writing using the address above. We will acknowledge your complaint within seven (7) days. Coal Services will provide you with a decision on your complaint within 30 days. If you are dissatisfied with our response, you may make a complaint to the Privacy Commissioner who can be contacted via the Office of the Australian Information Commissioner website (www.oaic.gov.au) or on 1300 363 992.
Changes to the Privacy Statement
Coal Services may, at any time and for any reason, review, revise, and amend this statement. We encourage you to regularly review this statement for any updates.
Share this page
