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Privacy Policy
Cancellation Policy
Complaints Policy
Commitment to Quality

Privacy Policy

CRU is committed to respecting and protecting the privacy of individuals who engage with our resources, services, and online or in‑person events. This Privacy Policy explains how CRU collects, uses, stores, and protects personal information, and outlines the rights of individuals in relation to that information. 

In this Policy, personal information means any information or opinion from which an individual’s identity is apparent or can be reasonably ascertained. 

Scope and Purpose of Collection 

RU exists to support grassroots change through information, resources, events, projects, and relationship‑building with individuals and groups. Personal information is collected only where necessary to carry out these purposes lawfully and effectively, including: 

  • developing and maintaining relationships with individuals and organisations;
  • administering and promoting events, activities, and publications; 
  • maintaining registers of event participants; 
  • supporting specific projects or pieces of work; and 
  • meeting administrative, regulatory, and record‑keeping requirements. 

Information is collected when individuals register for events, purchase resources, subscribe to communications, participate in projects, or otherwise engage with CRU’s services. 

Types of Personal Information Collected 

Depending on the nature of the interaction, CRU may collect: 

  • name, email address, telephone number, and postal address; 
  • organisational affiliation or role; 
  • support or access requirements relevant to event participation; 
  • project‑specific contact information; and 
  • payment information, where requested by the user. 

The most sensitive information held by CRU may include home contact details, support needs disclosed for participation purposes, and payment details. Credit card information is treated as highly sensitive and is destroyed as soon as transactions are completed. CRU generally processes payments through PayPal’s secure payment system. 

Use and Disclosure of Personal Information 

Personal information is used solely for the purposes for which it was collected, or for directly related purposes that an individual would reasonably expect. 

CRU does not share personal information outside the organisation except: 

  • with the individual’s consent; 
  • where required or authorised by law; or 
  • where necessary to prevent unlawful activity or serious threats to health or safety. 

Where an enquiry relates to an issue that must be addressed by another organisation or agency, CRU will provide relevant contact details rather than transferring personal information.
Individuals may opt out of CRU communications at any time. 

Storage and Security of Information 

Personal information is stored on CRU databases and in secure physical or electronic records. CRU takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. 

Safeguards include: 

  • password‑protected computers, databases, and email systems; 
  • regular password updates for staff; 
  • restricted access to systems for visitors and volunteers; 
  • virus protection and firewalls; 
  • encryption of electronic material where appropriate; 
  • confidentiality agreements with staff, volunteers, and visitors; and 
  • secure document disposal through in‑house shredding or off‑site shredding services. 

Project‑specific contact details may be retained only for the duration of the project, while other records may be kept for up to seven years in accordance with organisational and legal requirements. 

Access and Information Correction 

Individuals have the right to request access to personal information held about them and to request correction where information is inaccurate, out of date, or incomplete. 

Requests may be made verbally to a CRU staff member or in writing via email or post. To protect privacy, CRU may require reasonable evidence of identity before providing access or making amendments. 

Individuals may also raise concerns or complaints about CRU’s handling of personal information through the organisation’s Feedback and Complaints procedure. CRU will acknowledge and respond to requests and complaints within a reasonable timeframe, generally within 30 days. 

Online Interactions 

CRU’s website may be used without identifying yourself. If you choose to use embedded contact forms, CRU collects only the information you voluntarily provide. Payment transactions are conducted through secure external payment platforms. CRU does not retain full credit card details once transactions are completed. The website may use cookies and basic analytics tools to understand site usage and improve functionality. Cookies can be disabled through browser settings, though doing so may limit some website features. CRU’s website may contain links to external websites. CRU is not responsible for the privacy practices of those sites and encourages users to review third‑party privacy policies. 

External Platforms and Contractors 

To deliver its services efficiently, CRU engages Greenfield IT to assist with the management of internal IT systems and processes. Greenfield IT supports regular infrastructure monitoring and system management. 

CRU also uses trusted third‑party platforms to manage functions such as event registration, post‑event surveys, website enquiries, and online payments. Personal information may be collected, processed, or stored by these providers on CRU’s behalf, or shared with them only to the extent necessary to deliver the requested service. CRU aims to share the minimum information required and engages with reputable providers that have appropriate security measures in place. 

Examples of platforms used include: 

  • Humanitix 
  • SurveyMonkey 
  • PayPal 

These platforms operate under their own privacy policies. CRU is not responsible for their privacy practices or security and encourages individuals to review those policies before providing personal information. Some service providers may store or process information outside Australia. Where this occurs, CRU takes reasonable steps to ensure information is handled in accordance with this Privacy Policy and Australian privacy requirements. The providers used by CRU may change over time, and any examples provided are not exhaustive. 

Compliance and Review 

CRU is committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This Privacy Policy may be reviewed and updated from time to time to reflect changes in legal obligations or organisational practices. Individuals may use the Feedback and Complaints procedure to address any concerns with CRU’s handling of their personal information.

Cancellation Policy

Late cancellations can result in a considerable loss of income and cost to CRU as we have to commit to venue, catering and travel expenses prior to events.

CRU has created a policy that endeavours to balance the needs of participants with the needs of the organisation.

We acknowledge that there are a number of unexpected circumstances that can make it difficult for people to attend events and we are open to requests for a refund after the RSVP date in exceptional situations.

These are general terms and conditions for CRU events but may vary for particular events, for example those longer than one day. If there is a variation, we will publicise conditions on the flyer and on our website. The RSVP date will be shown on event flyers and on the website.

For workshops that have a fee, to qualify for a refund or credit for an outstanding invoice, cancellations must be notified by 5pm on the original RSVP date either by emailing cru@cru.org.au or phoning 07 3844 2211.

 

Refunds:

No refund will be given for a cancellation made after 5pm on the RSVP date.

Period Fee
Before RSVP date Full refund
After 5pm on the RSVP date No refund provided*

*In exceptional circumstances you can apply in writing for a possible refund.

 

Substitution:

If, after booking an event the person is unable to attend, they are welcome to nominate someone else to attend in their place at no additional cost.

We appreciate advice of substitutions in writing so a correct name tag will be available at the registration desk and dietary needs are recorded.

Complaints Policy

CRU seeks and welcomes feedback from people who use CRU’s Programs. In addition to the feedback that CRU seeks, some people will wish to give unsolicited feedback. This is likely to be a compliment, concern or complaint.

As a general principle concerns, especially those of a day to day operational nature, should, wherever possible, be solved immediately by the staff involved. Staff will do what they can to correct deficiencies and then report as soon as practical to the CEO.

If the complaint cannot be resolved by the CEO to the satisfaction of the complainant, then it will be referred to the Chairperson.

If the complaint relates to the CEO, then it will be referred directly to the Chairperson.

If satisfactory resolution still cannot be achieved, the complainant will be informed of appropriate external review options that are available.

CRU will:

  • Reply to complainants within 7 days and then respond to the complainant with a report of what has been done to address their complaint within 28 days.
  • Collect and record non-identifying data on concerns and complaints,
  • Use the information to identify underlying causes of issues, correct any problems and improve the quality of the service.

For more information or to submit feedback please click here to contact CRU.

NDIS Quality and Safeguards Commission

 

NDIS Quality and safeguards commission logoThe National Disability Insurance Scheme (NDIS) Quality and Safeguards Commission (NDIS Commission) is an independent government body that works to improve the quality and safety of NDIS services and supports.

From July 2019, people can also raise complaints directly with the NDIS Commission.

Commitment to Quality

Our Quality Management System has been developed to address the requirements of the AS/NZS ISO 9001:2015 Standards.

CRU is committed to adhering to well defined, effective procedures that are designed to ensure the quality of our services and activities. CRU’s Quality Policy is available to view on request.

Requests can be made by emailing cru@cru.org.au

For more information or to submit feedback please contact CRU.