This policy sets out:

  • the type of information Housing SA collects
  • how it’s collected, used and stored
  • when and how personal information can be accessed or shared.

This policy applies to all personal information held by Housing SA.

Housing SA collects, stores, uses and shares personal information in line with the:

Housing SA may use and share depersonalised information that doesn’t identify the person it relates to - eg for reporting purposes.

Housing SA staff found breaching this policy may be subject to disciplinary action.

Collecting personal information

Housing SA collects personal information necessary to provide services to customers including, but not limited to:

  • assessing their eligibility for services
  • referring them to organisations that can help them
  • protecting Housing SA against false claims for service.

The personal information collected includes, but isn’t limited to:

  • identifying details - eg name, date of birth
  • contact details
  • income details
  • household members' details
  • details about their housing needs
  • photos, videos, recordings - eg phone conversations
  • records of customer interactions.

Personal information may be collected in person, over the phone, in writing, or from another person or agency with consent to share information about the customer.

If Housing SA’s collecting customer’s personal information, the customer’s told:

  • why it’s being collected
  • if collecting the information’s required or authorised by law
  • how the information will be used.

Customers can refuse to give Housing SA their personal information, but it may affect the services Housing SA can provide.

Housing SA takes reasonable steps to ensure personal information is accurate, complete and up-to-date.

Protecting personal information

Housing SA takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure by making sure:

  • offices and work areas are secure
  • access to personal information’s restricted to approved staff
  • the identity and authority of anyone requesting personal information’s verified
  • staff undergo appropriate screening checks as a condition of their employment
  • staff comply with the SA Code of Ethics for the Public Sector.

Personal information’s kept in line with the State Records Act 1997.

Accessing personal information

Housing SA staff can only access a customer’s personal information if it’s necessary to perform their duties - eg assessing eligibility for a service.

Customers can access, update or correct their personal information by contacting Housing SA. Customers can make a freedom of information request in line with the Freedom of Information Act (SA) 1991.

Sharing personal information

Housing SA may share personal information when either:

  • the customer gives consent to share it
  • Housing SA’s required or authorised to share it by law
  • sharing’s reasonably necessary to protect government interests - eg public revenue
  • sharing’s reasonably necessary for the enforcement of criminal law
  • sharing’s reasonably necessary to prevent or lessen a serious threat to someone’s life, health or safety
  • the customer’s suspected to be engaged in unlawful activity.

Customers can give their consent in person, over the phone or in writing for Housing SA to share their personal information with another person or agency.

Privacy complaints

Customers can complain to Housing SA about a suspected privacy breach. If they still disagree, they can complain to Ombudsman SA.

Related information

Controlling documents

This policy is based on and complies with:

Supporting guidelines

  • Privacy and information sharing guideline v2

Related policies and other documents

Date this policy applies from

10 September 2018

Version number


The online version of the policy is the approved and current version. There is no guarantee that any printed copies are current.