We value the contribution our supporters make to our work, and we are committed to managing your information responsibly. WaterAid adheres to the Australian Privacy Principles, which form part of the Privacy Act 1988 (Cth) (Privacy Act), and the ACFID Code of Conduct This policy explains WaterAid's key practices in handling your information.
Information we collect
WaterAid collects information that helps us engage with our supporters, for example to process your donation and to provide a tax receipt. It is your choice how much information you provide (however we might not be able to fulfil a request without the relevant information).
Here are some examples of the kinds of information we commonly collect:
Date of birth
Payment information for donations
Your support for our work, for example, if you’ve signed a petition or participated in an event.
Correspondence you’ve had with WaterAid
Areas of our work you’ve expressed interest in
Conversations by phone or email with our staff and volunteers
We record actions you may take with WaterAid, including when you:
Request information from us;
Make a donation or pledge;
Participate in an event;
Sign a petition.
n some instances we will engage service providers to conduct fundraising and awareness activities on our behalf. We also collect information from publicly available sources (such as updated mailing addresses from Australia Post).
Some information, such as website activity, is collected automatically, however this information remains anonymous. We use Google Analytics to monitor trends in website usage including time on site and the devices being used to access the site.
the server your computer is logged onto;
your browser type;
the date and time of your visit; and
the performance of our marketing efforts.
You can also engage with WaterAid Australia through social media like Facebook, Twitter, Instagram, etc. You can always control how you receive content through each website’s settings. Occasionally, we may get in touch with you via social media if you aren’t a follower by using the details on your record, such as email address and phone number to match to your social media account. The matching only works where you have previously disclosed your email address and phone/SMS to the social media site. No data is retained by the third party.
Updating your information or communications preferences
If at any time you would like to view or modify your information; if you have any questions, comments or concerns about our privacy practices; or if you would like to opt out of communications, please contact us:
by phone, on 1300 858 022;
by email, at email@example.com;
by mail, attention to the Supporter Care team, Level 9, 176 Wellington Parade, East Melbourne VIC 3002, Australia.
If we have contacted you by email or text message, you can use the unsubscribe function in that email or text message to notify us that you do not want to receive further information via
that channel. Where you have requested a change to your communications preferences, please allow up to 28 days for this to take effect.
How we use your information
We collect personal information in order to fulfil our core work: engaging with the public, raising awareness and fundraising. We will use your information to keep you informed of our work and how your support is helping some of the world’s poorest people gain access to clean water, sanitation and hygiene, and to let you know of other opportunities to engage with us. Some of the ways in which we might use your information include:
Processing donations and providing receipts;
Communicating with you about how your donations are being used;
Providing you with information about events, causes, programs or services that we believe may be of interest to you responding to any query you may contact us with.
How we store your information
We take all reasonable steps to protect all of the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. Your personal information will be stored on a password protected secure electronic database(s) with encryption technology, which may be on our in house servers, a database maintained by a cloud hosting service provider or other third party database storage or server provider. Backups of electronic information are written to drives which are stored securely offsite.
We use Secure Socket Layer (SSL) certificates which is the industry standard for encrypting
your credit card and debit card numbers, your name and address so that it cannot be viewed by any third party over the internet. Your financial information is encrypted on our servers and access to this information is restricted to our authorised staff only.
Where personal information is stored with a third party, we have arrangements which require those third parties to maintain the security of the information. We take reasonable steps to protect the privacy and security of that information, but we are not liable for any unauthorised access or use of that information.
Your personal information will remain on the database until you advise you would like it removed, unless we de-identify it or destroy it earlier in accordance with privacy law requirements.
We may use, disclose and/or store your information overseas, or use cloud service providers if any of our technical systems are located or need to process data overseas (for example, social media channels), but this does not change our commitment to safeguard your privacy.
How we protect your information
We will take all reasonable steps to ensure that your personal information is accurate, complete and up to date. WaterAid Australia complies with the Payment Card Industry Data Security Standard (PCI DSS) to ensure all credit card information is securely transmitted, processed and stored.
Wherever possible, we keep all personal information in our supporter database. All related systems and processes are regularly reviewed and updated to maintain a high level of security. Any physical copy of your information is held securely, or destroyed if it is no longer legally required.
Under the Privacy Act law we are required to delete or de-identify your personal information when we no longer need it unless required by law (or a court/tribunal order) to keep it.
Privacy issues or complaints
An individual may:
request access to and seek correction of their personal information held by WaterAid Australia at any time
make a complaint in relation to any suspected breach of their privacy
submit a query or concern about this Privacy Statement or WaterAid Australia's information handling processes.
This can be done by contacting WaterAid Australia's privacy officer in writing at
- Att: Privacy Officer, WaterAid Australia, Level 9, 176 Wellington Parade, East
Melbourne VIC 3002.
You will be required to provide proof of identity in order to obtain access to your personal information. WaterAid Australia aims to provide access to your personal information within 28 days of receipt of a valid request.
At all times, privacy complaints will be:
- treated seriously
- dealt with promptly
- dealt with in a confidential manner.
WaterAid Australia’s privacy officer will commence an investigation into your complaint. You will be informed of the outcome of your complaint within a reasonable period of time following completion of the investigation.