What you can 

 expect from us 

YFS will support you to build your independence and participation. We will stand up for your rights and responsibilities to help you make the most of opportunities.

Your rights

As a YFS client we will respect your rights.

You have the right to privacy.

You have the right to tell us what you think. We will listen and take it seriously.

You have the right to ask questions.

You have the right to be treated fairly.

You have the right to be safe.

You have the right to know what is happening with your services.

You have the right to let us know what you think about us and our service.

You have the right to access and amend personal information held by us.

Your responsibilities

We will help you set goals. We expect you to take part in reaching your goals.

We ask you to treat yourself and other people with respect.

We expect you to provide a safe environment if we come to your home. For example, keep your pets on a leash when we visit.

Your privacy

We respect your privacy.

We will only ask you for information we need. We will not ask you for more than we need.

We will keep your information safe and will store it securely.

You can ask us if you want to see your information.

All personal information you give us is confidential. We will only share your information if you give us consent in writing, or if we must do so by law. Sometimes we may have to share your information without your permission for safety or legal reasons. We call this ‘limits to privacy’.

What you can expect from YFS factsheet – Easy English (1.5 MB)

Feedback and complaints

To provide feedback or let us know what you think about our service, complete the Contact us form or call the feedback line on 07 3826 1596.

Feedback and complaints factsheet – Easy English (850 KB)

More information

You can look on our website or ask us for information about

Privacy statement

YFS is committed to protecting your privacy.

We understand and appreciate that you are concerned about your privacy and the security of any information provided to us.

YFS manages personal information in accord with the Privacy Act 1988 (Commonwealth) and Australia Privacy Principles (Privacy Amendment [Enhancing Privacy Protection]) Act 2012.

Read our full Privacy Policy.

YFS will only collect personal information necessary for, or directly related to, our activities and functions and only by fair means.

Personal information is information that identifies you (name, date of birth, address and contact details) and includes sensitive and health information.

When collecting personal information, we will ensure that you are aware of:

  • the purpose for which information is being collected
  • to whom the information is usually disclosed
  • whether collection is authorised by law.

YFS has possession of personal and sensitive information and will ensure that there are reasonable safeguards against unauthorised access, misuse, interference, loss, modification or disclosure of the information.

Closed files will be legally disposed of based on legislative requirements and organisational policy.

YFS has an obligation to notify particular individuals and the Australian Information Commissioner about eligible data breaches in accord with the Notifiable Data Breaches (NDB) scheme.

YFS will take reasonable steps to ensure any personal information used is accurate, current and complete.

YFS may use or disclose personal information if your prior approval is on file (and current); if a situation is unsafe for you or others; or if it is required by law or situations when an external party is investigating a serious complaint or incident and checking the quality of work (e.g. funding bodies, Work Cover or Child Safety 159 request).

In general, we will use personal information only for the purpose for which it was collected.

Any disclosure will be recorded on your file.

Clients and their advocates can have reasonable access to their YFS files.

Our privacy policy may be suspended if the release of information risks the safety of any person.

You may also request to change the personal information about you.

We will take reasonable steps to correct any information that is inaccurate, incomplete, out-of-date or misleading.

Amendments are made by adding a notation to the file.

We may refuse your request to access or amend your personal information but you will be provided with a reason for our decision and in the case of an amendment, we will place a note with your personal information indicating that you have disputed its accuracy.

No attempts are made to identify anyone browsing our website.

Where our website and social media sites contain links to third-party sites, both government and non-government, YFS is not responsible for the privacy or security practices or content of such websites.

Your activity on those sites is covered by the privacy policies of those sites.