The following procedures are based on the Parkinson’s NSW Policies which are articulated in the Parkinson’s NSW Policy Manual and are designed to provide information on how policies across the 8 key areas of the organisation are to be realised.

The purpose of these procedures is to serve as consistent work instructions for how Parkinson’s policies can be translated into action. When consistently applied throughout the organisation, these procedures will ensure that consistent high quality outcomes area achieved not only for the organisation but for the people the organisation supports.


Your privacy is important

Your privacy is important to us. Parkinson’s NSW recognises the importance of protecting your privacy and the confidentiality of your personal information.

This Privacy Procedure explains how Parkinson’s NSW collects, holds, uses and discloses your personal information.

Parkinson’s NSW is bound by the Privacy Act 1988 (Cth) and must adhere to the Australian Privacy Principles in relation to collecting, holding, using, disclosing, securing and allowing access to your personal information.

As a Registered Provider of services under the NDIS, Parkinson’s NSW must also comply with the privacy provisions of the National Disability Insurance Scheme Act 2013 and the National Disability Insurance Scheme (Code of Conduct) Rules 2018.


Personal Information

Personal information is any information or opinion that can identify or be used to identify an individual. Parkinson’s NSW may collect and hold personal information from its donors, supporters, volunteers, contractors, job applicants, visitors and other individuals.

Sensitive information

Parkinson’s NSW may collect health or other sensitive information, such as information about your Parkinson’s diagnosis. Parkinson’s NSW may share health or other sensitive information with primary and allied healthcare provider partners and for service delivery and program purposes.

They may also share with Parkinson’s NSW health or other sensitive information they may have collected about you. By providing health or other sensitive information to Parkinson’s NSW, an individual consents to Parkinson’s NSW collecting this information and disclosing it for the purposes set out in this Privacy Procedure.


When an individual visits or uses a web site of Parkinson’s NSW, personal information may be collected automatically through cookies including IP address and/or domain name, operating system (type of browser and platform), and the date, time and length of visit to the website.

This information is primarily used for the compilation of statistical information about the use of the website. Cookies may also be used to assist Parkinson’s NSW and our third-party providers present targeted and customised advertising to an individual on our website and/or on third party websites.

Web site traffic

Parkinson’s NSW uses Google Analytics to track visits to its web site. Google Analytics is a web analytics tool that helps website owners understand how visitors engage with their website.

Google Analytics collects information anonymously. It reports web site trends without identifying individual visitors.

This information is used to track the effectiveness of web sites. Types of data collected include visits, viewed pages and duration of visit to the sites. These statistics will not identify an individual. For more information read Google’s Privacy Policy.

Links to other websites

Parkinson’s NSW website may contain links to third-party web sites, and third-party web sites may also link to the Parkinson’s NSW web site. This Privacy Procedure does not apply to external links or other web sites. These third-party web sites may collect your personal information. Parkinson’s NSW encourages individuals to read the privacy policies of any web sites you link to from the Parkinson’s NSW web site/s.

The information we may collect

  • Your name and contact details such as e-mail, address and phone numbers; date of birth, gender and financial information (e.g. bank account or credit card details) if you are donating; requesting or providing goods or services from or to Parkinson’s NSW
  • Details of donor’s donation history, emails, letters and other interactions with Parkinson’s NSW
  • Health information such as information about your health condition(s), medications you use and your primary and allied medical practitioners
  • Information provided within applications for employment or volunteer with Parkinson’s NSW
  • Responses to questions, surveys or queries that Parkinson’s NSW may ask you
  • Information required to improve the services and information we provide.

We may also collect your personal information from other web sites, directories, databases and social media sites.

How we collect your information

There are several ways in which Parkinson’s NSW collects information. Directly from you in several ways (but not limited to):

  • Over the phone
  • Via the web site
  • By email
  • When we deliver a service or program to you
  • Forms, coupons, registrations, surveys, feedback requests, and other correspondence (both in writing and electronically)
  • When attending a Parkinson’s NSW event, activity, seminar or an activity supporting Parkinson’s NSW
  • Through social media messages or conversation
  • When you interact with us

Where possible, we will collect your personal information directly from you or your nominated representatives. However, there may be circumstances in which we need to collect your information from other people or organisations.

If we collect personal information about you from a third party and it is unclear that you have consented to the disclosure of your personal information to us, we will take reasonable steps to contact you and ensure that you are aware of the circumstances surrounding the collection and purposes for which we have collected your personal information.

If you have provided us with information about another person, then you need to tell that other person that you have done so, that they have a right to access their information and that they can refer to the Privacy Procedure for information on how Parkinson’s NSW will handle their personal information.

Third Party Providers

We use third parties to fund raise on our behalf, including through telemarketing programs. These third-party providers will collect your personal information directly from you when you provide it over the phone, through our or another web site, in person or by email. This may also include workplace giving.

Third-party organisations based in Australia are also bound by the Privacy Act and Australian Privacy Principles. If they are Registered Providers of services under the NDIS, they must also comply with the privacy provisions of the National Disability Insurance Scheme Act 2013 and the National Disability Insurance Scheme (Code of Conduct) Rules 2018.

If someone donates on your behalf, and asks that you receive information about their gift, we will collect the personal information they provide about you.

We may also collect your personal information from other websites, directories, databases and social media sites, public records, lists and third-party surveys.

You can choose to remain anonymous or use a pseudonym when you contact us and if you donate. We will respect your anonymity. If you choose not to provide us with your personal information, we may not, for example, be able to provide you with an official tax-deductible receipt or a letter of thanks or assist you fully with your query or complaint.

When transferring information about you through a third-party provider, it will only be shared through secure file transfer.

How we use your information

If you are a person Parkinson’s NSW supports, or are connected to a person we support (e.g. selected family member, advocate or nominated representative), we may use your information to:

  • Process any donations you may send to us
  • Send you information about Parkinson’s NSW including newsletters, updates and information on appeals
  • Update you if we have information that may affect your support
  • Confirm who you are when you contact us
  • Keep you informed about our work, including by mail, email, SMS or telephone
  • Respond to your questions, comments, compliments or complaints
  • Circulate questionnaires to improve our services and programs
  • Analyse donor activity in order to improve our effectiveness, including for quality assurance
  • Report on our activities including producing our Annual Report
  • Conduct quality assurance activities
  • Carry out internal functions including administration, training, accounting, audit and management of information technology
  • Comply with laws and regulations and to report to funding and Government agencies

Disclosing your information

Parkinson’s NSW will only use and disclose your personal information for the purposes described under the heading ‘How we use your information’ and in accordance with the Privacy Act, the Australian Privacy Principles.

As a Registered Provider of services under the NDIS, Parkinson’s NSW also comply with the privacy provisions of the National Disability Insurance Scheme Act and the National Disability Insurance Scheme (Code of Conduct) Rules.

Parkinson’s NSW will not disclose personal information about you to any other individuals or organisations unless authorised by law (including in emergency situations or to assist law enforcement).

Parkinson’s NSW engages with a range of suppliers, contractors and partners, service providers and other third parties to whom your personal information may be disclosed to enable the activities and functions of Parkinson’s NSW. They may include (but not limited to):

  • Information technology service providers
  • Marketing agencies
  • Mailing houses
  • Banks and credit card companies
  • Recruitment agencies
  • Professional advisers
  • Insurers
  • Government and regulatory bodies, including the National Disability Insurance Agency, Medicare, the Department of Social Services, the Department of Health and Human Services, and the Australian Taxation Office.
  • People acting on your behalf including your nominated representatives, legal guardians, executors, trustees and legal representatives.
  • Lawyers, auditors, banks and other advisors appointed by Parkinson’s NSW or acting on its behalf.
  • Situations where disclosure is required by law, including where required by the police, the Disability Services Commissioner, or to comply with compulsory notices from courts of law, tribunals or government agencies.

Parkinson’s NSW may also use and disclose your personal information to overseas providers such as information technology cloud service providers. We take reasonable steps through our agreements with third-party providers to comply with our security guidelines, this Privacy Procedure, and all relevant privacy laws in Australia.

Parkinson’s NSW takes reasonable steps to make sure that these organisations will protect the privacy of your personal information, in accordance with this Privacy Procedure.

Opting out

Parkinson’s NSW relies on the generosity of donors to carry out its mission. Therefore, we may also use your personal information for direct marketing purposes to promote upcoming events, appeals, projects or other activities.

However, where we do use your information for this purpose, we will always provide a means for you to opt out of receiving these communications.

If you wish to opt out of communications you are currently receiving, use any of the clear links that we provide in all our digital communication (like email or SMS) or call Parkinson’s NSW on 1800 644 189 or email us at

How we store your information

Parkinson’s NSW understands the importance of protecting your personal information from misuse, loss, and unauthorised access or use. We will take all reasonable steps to ensure that your personal information is secure.

Parkinson’s NSW holds your personal information securely through physical and electronic means. We have restricted physical access to our offices, hard-copy files are stored in secure cabinets and storerooms, and staff are trained in our privacy procedures.

We use security encrypted response forms to protect the personal and financial information you provide us over the Internet and secure online payment systems, our in-house IT system is secured with a firewall and anti-virus scanners, your information is stored in secure databases and only authorised staff have access to your information – and only when it is required.

Parkinson’s NSW will destroy or de-identify your personal information when we no longer need it for the purpose for which it was collected, unless the law requires otherwise. If you send us your personal information when we don’t ask for it, we will determine whether or not the information is related to one or more of our activities. If the information is not relevant to what we do, we may destroy or de-identify the personal information if it is lawful and reasonable to do so.

How to access and correct your information

You have a right to access, update and correct personal information that Parkinson’s NSW holds about you.

Before providing access to or correcting your personal information, we may require you to verify your identity. In the unlikely event that we are unable to provide you with access to your personal information (for example, where granting you access may infringe on someone else’s privacy), we will provide you with written reasons for denying access.

It is OK to change your mind about your consent to collect and share your information, but you need to let us know of your change in your wishes.

Requests for access to personal information or questions about this Privacy Procedure can be emailed to

Enquiries, feedback and complaints

We welcome your feedback. Enquiries or concerns about privacy matters, including complaints about how Parkinson’s NSW handles personal information, should be made in writing as detailed below under the heading ‘Contacting us’. Parkinson’s NSW will respond to all enquiries and complaints within 30 days.

If you would prefer to deal with us anonymously, you are not required to provide your personal information unless we are required by law to deal only with identified individuals, or it is impractical for us to deal with individuals who have not identified themselves.

If you are not satisfied with how we have handled your matter, you may wish to contact the Office of the Australian Information Commissioner (OAIC) at

If you wish to make a complaint about our privacy practices, please read the Parkinson’s NSW Feedback and Complaints Procedure and then:



  • Submit a written complaint by post to:

Chief Executive Officer
Parkinson’s NSW
PO Box 71
North Ryde BC NSW 1670

Contacting us

Please contact us if you:

  • Have any enquiries related to the Privacy Procedure of Parkinson’s NSW
  • Would like to know what personal information Parkinson’s NSW holds about you and how you can gain access to it, or you would like to correct or update it
  • Believe that your privacy has been breached
  • Believe that Parkinson’s NSW has breached the Australian Privacy Principles, the Privacy Act, the National Disability Insurance Scheme Act, or the National Disability Insurance Scheme (Code of Conduct) Rules and you wish to make a complaint.

You can contact Parkinson’s NSW by:

  • Writing: Parkinson’s NSW, PO Box 71, North Ryde BC, NSW 1670
  • Emailing:
  • Calling: 1800 644 189 between 9am and 5pm, Monday to Friday

Updates to this Privacy Procedure

This Privacy Procedure may be updated from time-to-time and published on the Parkinson’s NSW website.



Code of conduct

This Code of Conduct supports Parkinson’s NSW to apply the National Standards for Disability Services, in particular Standard 6: Service Management.

Parkinson’s NSW is committed to best practice in all aspects of service delivery. This Code of Conduct supports the people who work with us and empowers people with Parkinson’s in relation to their rights.

This PNSW Code of Conduct must be applied by all staff members together with the complimentary and additional NDIS Code of Conduct that is mandated by the NDIS Quality and Safeguards Commission.

Guiding Principles


This Code of Conduct outlines Parkinson’s NSW expectations of the standards of behaviour and conduct required from paid staff, contractors, volunteers or business partners. They are expected to be familiar with the Code and use it always. It applies in all circumstances and at all times, particularly when working or otherwise representing Parkinson’s NSW.

The Code of conduct supports the Parkinson’s NSW Contract of Employment or Contract for Services.


  • All staff (employees, contractors, volunteers and business partners) are expected to conduct themselves in a professional and courteous manner. They must be honest and fair in dealings with people with Parkinson’s and their families, carers, co-workers, management and the general public.
  • Staff must treat everyone with respect and not discriminate against people based on disability, cultural background, religion, age, gender, sexual orientation, marital status, family status, or union membership or non-membership.
  • Staff must not behave in any way that might offend or embarrass another person.
  • Staff should respect company property. This includes the use of and accounting for funds, equipment, technology, records and confidential information. Staff must respect the information of others and keep information confidential while working at Parkinson’s NSW and after leaving the organisation.
  • No staff member is to upload, download, use, retrieve or access any materials which are deemed inappropriate and/or offensive. This includes but is not limited to content that is sexual, illegal, copyrighted, or defamatory.


  • Staff must ensure their appearance is neat and tidy.
  • If a staff member is late or cannot report for work, they must telephone and let the appropriate supervisor or manager know as soon as possible.
  • If a staff member is required to leave the work premises for personal reasons, they should advise their manager by telephone as soon as possible.
  • Staff must not use work time for private gain. They must ensure all personal activities including phone calls and meetings are arranged outside of working hours.
  • Managers must be advised if staff members receive a gift. Anything over the value of $20 must be refused or donated to a registered charity. Staff must not seek gifts or benefits in relation to your work.
  • While employed at Parkinson’s NSW, staff cannot work in a paid or unpaid capacity for any another person or organisation without prior approval from CEO.
  • Staff must not make any statements to the media or on social media about Parkinson’s NSW business. Requests for statements should be referred to CEO.


  • Staff must not use any form of physical or verbal abuse in the workplace. Do not use inappropriate language in the workplace.
  • They must not perform work in circumstances where there is a risk to personal safety, or which may compromise the health or safety of others. Report any workplace risks to the Corporate Services Manager as soon as possible.
  • Staff must not smoke during working hours unless it is during prescribed breaks and within designated areas.

Leadership and management

  • Managers and supervisors should ensure team members are familiar with the Code of Conduct, and that they have sufficient skills, knowledge and ability to meet the requirements.
  • Managers and supervisors should lead by example and not condone, permit, or fail to report any suspected breaches of the Code of Conduct.
  • In the event of a suspected breach of the Code of Conduct, staff must maintain confidentiality and limit information sharing during grievances and disputes. They should ensure support is available to all parties during an investigation process.

Legal requirements

  • All staff must be truthful in all declarations they make and comply with all laws, policies, procedures, rules, regulations, contracts and all lawful and reasonable directions from Parkinson’s NSW.
  • Any violations of law, ethical principles, policies and this Code of Conduct must be promptly reported to the Corporate Services Manager.


Staff who breach this Code of Conduct or break the law may be subject to disciplinary action including termination of employment or contract for service.

Version 1.5 – 28th May 2019


Procedure introduction and overview:

Parkinson’s NSW conducts business and delivers services in a fair, transparent, accountable and impartial manner. Any actual, perceived or potential conflict of interest will be identified, disclosed and effectively managed.

This procedure sets out a framework for Parkinson’s NSW Board members, employees and relevant other persons to identify, disclose, manage and monitor conflicts of interest and to act with integrity when faced with actual or potential conflicts of interest. These situations present the risk that a person will make a decision based on, or affected by, these influences, rather than in the best interests of Parkinson’s NSW and must be managed accordingly.

Guiding Principles for the Procedure:

Any actual, perceived or potential conflict of interest must be identified, disclosed and effectively managed (including avoided if possible).

Management of conflicts of interest must and will be fair, transparent, accountable and free from bias.

Identifying a Conflict of Interest

There is no ‘right’ way to identify every possible conflict of interest situation. However the following questions may assist in identifying if a conflict of interest situation has or could arise:

  • Do I have personal or private interests that may conflict, or be perceived to conflict, with my job role and duty of care?
  • Could there be benefits for me now, or in the future, that could cast doubt on my independence or objectivity?
  • How will my involvement in the decision or action be viewed by others? Are there risks associated for me or for Parkinson’s NSW?
  • Does my involvement in the decision appear fair and reasonable in all the circumstances?
  • What are the consequences if I ignore a conflict of interest? What if my involvement was questioned publicly or in Court?
  • Have I made any promises or commitments in relation to the matter? Do I stand to gain or lose from the proposed action/decision?

Managing a Conflict of Interest

Conflicts of interest can occur in many situations. For example, they can arise in relation to a staff member’s:

  • financial and economic interests
  • involvement with family or private businesses
  • secondary employment
  • affiliations with for-profit and not-for-profit organisations and associations
  • affiliations with political, community, ethnic, family or religious groups (either in a personal or professional capacity)
  • hostility or competition with another individuals or groups
  • significant family or other relationships (e.g. clients, contractors or other staff working in the same or a related organisation
  • specialist skills (e.g. if practitioners are in short supply)
  • future employment prospects or plans.

Depending on the specific situation relating to the identified conflict of interest, there are many ways in which it can be managed appropriately.

Reporting a Conflict of Interest

Once an actual, potential or perceived Conflict of Interest is identified, the Parkinson’s NSW staff member is to advise their direct supervisor that there is an actual, possible or perceived conflict of interest.

The staff member is to then complete the required documentation to report the situation and to verbally advise the Corporate Services Manager.

The Corporate Services Manager (CSM) is to consider the matter and either:

  • Confirm that a conflict of interest situation exists. In this case, the CSM should confirm this with the staff member and ensure that remedial action is undertaken
  • Advise the staff member that no conflict of interest situation exists.

Breaches of the Conflict of Interest Procedure

Any breaches of this procedure could constitute a possible act of misconduct.

Version 1.3 – 27 November 2018


Procedure introduction and overview:

This procedure directly applies to compliance with National Disability Services Standard 4.

Parkinson’s NSW has adopted the Feedback and Complaints Procedure to ensure that there is a fair process for handling complaints that may arise from the work of PNSW. Parkinson’s NSW actively seeks and values all feedback to feed into our continuous improvement program. It aims to provide an efficient, clear, non-threatening, fair and accessible mechanism for dealing with problems which arise that are in breach of the Code of Conduct. Any person who has dealing with Parkinson’s NSW can make a complaint through the Feedback and Complaint Procedure.

Receiving feedback from and responding to complaints from stakeholders is an important part of improving Parkinson’s NSW’s accountability. Parkinson’s NSW believes that any stakeholder has the right to raise a complaint, have that complaint addressed and receive a response for mistakes, wrongful actions or breaches of the codes to which Parkinson’s NSW’s subscribes. We believe feedback is a valuable element in understanding expectations of clients, customers and stakeholders. While recognising expectations will not always be met we encourage and promote the right of clients / customers and stakeholders to provide us with their feedback and complaints.

A complaint can be made by any supporter, partner organisation, community or individual with whom we work or any member of the public whether an individual, civil society organisation, government, company or other entity.

Parkinson’s NSW promotes people’s right to speak up and ensures that people feel sufficiently confident to express any concerns. Parkinson’s NSW aims to ensure that all feedback and complaints are acknowledged within a 3-working day time frame and resolution of complaints is addressed within a 21-working day time frame.

Guiding Principles for this procedure:

  • The complaints and feedback process provides ease of access to make feedback or a complaint. Feedback and complaints may be made verbally, in person, by phone, via a third person or in writing. All clients are informed of the feedback complaints process and have assistance as required in accessing the process.
  • The feedback and complaints process is confidential. The person making the feedback or complaint may be identified or choose to be anonymous. Only people directly involved in the complaint, helping to resolve it or completing a risk assessment will have access to the information about the complaint and only information that is necessary and lawful will be collected. All documentation will be filed confidentially. the comments and complaints process affords natural justice
  • All parties to a complaint will be treated in a respectful manner and have equal opportunity to participate in the complaints process. No complainant will be victimised or discriminated against as a result of making a complaint.
  1. Welcome and managing feedback process:

1.1 Parkinson’s NSW invites individuals to submit complaints regarding any aspect of the organisation’s operations inn any6 mode suitable to the person.

1.2 It is anticipated that most complaints raised by clients will be resolved informally between the client and staff involved. If a satisfactory resolution fails to be reached, the following procedure applies.

1.21. The Executive Assistant to the Chief Executive Officer is the main point to which complaints should be directed, however, complaints may be received by any staff member of Parkinson’s NSW.

1.22. As soon as possible after the receipt of a complaint, the staff member who has been informed of the complaint should complete a Complaint Form. (see copy)

1.23. If a member of staff other than the Executive Assistant received the complaint, this form should be forwarded electronically to the Executive Assistant.

1.24. The Executive Assistant will log the complaint on the Compliments and Complaints Register and refer this to the Chief Executive Officer who will determine which department the complaint should be referred to. The compliment / complaint will then be passed on to the identified Department Manager for action.

1.25. The relevant Department Manager will nominate an appropriate person to address any complaint. Action to resolve the complaint will commence within 4 working days of the complaint being made (this includes contacting the complainant). A satisfactory course of action will be decided upon between the staff member and the complainant within 7 working days of the complaint being made.

1.26. The complainant must be informed of his or her right to have a support person or advocate present to assist or represent them during this process.

1.27. Once action has been taken, the staff member responsible for the action will return the Complaint Form, electronically, to the Department Manager. This form should detail the action taken and its outcome. Once reviewed by the Department Manager, and if it is believed that the complaint has been resolved satisfactorily, the completed form will be returned to the Executive Assistant.

1.28. If a satisfactory course of action cannot be agreed upon between the staff member and the complainant within 7 working days, the staff member will refer the matter back to their Department Manager. The Department Manager will convene a discussion between the relevant parties and will recommend a course of action.

1.29. If the issue remains unresolved, the complaint will be referred to the Chief Executive Officer for consideration and resolution.

1.30. If the complainant is not satisfied with the resolution proposed by the Chief Executive Officer, the individual may wish to approach an external agency such as: Community Services Commission, Disability Complaints Service, Community Services Appeals Tribunal, Disability Discrimination Legal Centre, People with Disabilities Inc. NDIS Commission. The Chief Executive Officer or Executive Assistant will make available contact details of these agencies as required.

  1. Monitoring Feedback and Complaints for Process Improvement

2.1 The Executive Assistant will analyse all Feedback and Complaint Forms quarterly. A report indicating the nature of the complaints received and suggestions for systemic change to minimise future complaints will be discussed with the Chief Executive Officer and Management team for consideration.

  1. Continuous improvement

Data on continuous improvement ideas and strategies feed into the PNSW continuous improvement process through:

  • Monthly reporting at all of Team meetings accompanied by development of resolution strategies
  • Tabling at executive management meetings for resolution authorisation if required
  • Analysis of complaints forms, risk assessments and incident forms

Improvements to process are then able to be identified and rectifications implemented.

Feedback Form

Version 1.1 – 3 May 2019


Procedure introduction and overview:

This procedure is about facilitating the development of an inclusive, respectful and supportive environment with a clear statement of the organisation’s expectations in respect of conduct that may constitute discrimination and harassment.

Parkinson’s NSW ensures that all behaviour that can be described as discrimination and/or harassment and which thereby contravenes law, will not be tolerated and action will be taken to address it.

Guiding Principles for this procedure:

This procedure in fact applies to all Parkinson’s NSW staff, customers living with Parkinson’s, visitors, volunteers and contractors, who all have a right to live and or work in an environment free from discrimination and harassment.

Parkinson’s NSW staff, consumers living with Parkinson’s, visitors, volunteers and contractors, will report discriminatory and harassment-based practices immediately to the PNSW Corporate Services Manager on an incident report form.

Remedial action will be initiated by PNSW internally through triggering Parkinson’s NSW processes or it may be referred to external agencies such as law enforcement and/or other statutory bodies.

Important definitions:

Unlawful discrimination is defined under state and federal legislation as treating someone or a group of people less favourably than another person or group because of a particular characteristic e.g. race, sex, or religion specified under anti-discrimination legislation. Unlawful discrimination can be either direct or indirect.

Direct discrimination occurs when a person or group of persons is treated less favourably than another person, or group of persons, because of their background or certain personal characteristics. Direct discrimination is unlawful under federal discrimination laws if the discrimination is based on protected characteristics or grounds, including: race, sex, pregnancy/breastfeeding, disability, impairment, age, religion, sexual orientation, industrial political or trade union activity, gender identity, national extraction or social origin, intersex status, association with a child, marital/relationship status, carer/family responsibilities. Some limited exemptions and exceptions may apply.

Indirect discrimination occurs when there is an unreasonable rule or policy that is the same for everyone but has an unfair effect on people who share a particular attribute. Indirect discrimination is unlawful if the discrimination is based on protected characteristics or grounds. Certain attributes are protected by law, such as pregnancy or a person’s race or sex. Some limited exemptions and exceptions may apply. Indirect discrimination is not unlawful when the rule or policy is reasonable, having regard to the circumstances of the case.

Vilification on the grounds of race, religion, sexuality or gender identity is also unlawful.

Unlawful harassment is defined under federal and state legislation, as any form of behaviour where a person is made to feel intimidated or humiliated because of a particular characteristic(s) e.g. race, sex as specified under anti-discrimination or human rights legislation.

Unlawful harassment can be verbal, written or physical, and has the intent or effect of creating an intimidating, hostile or offensive work and/or educational environment.

Harassment can be a single incident, or repeated behaviour, and can occur even if the behaviour is not intended to offend. Silence does not mean that the behaviour is acceptable to the other person.

Examples of behaviours that may amount to harassment include:

  • Asking intrusive questions about someone’s personal life
  • Comments that put down or stereotype people
  • Offensive communications including digital communications (Facebook, Twitter, e-mails), written, images and telephone.
  • Derogatory or demeaning jokes intended to offend on the basis of stereotyped characteristics.

Sexual harassment is defined under the Federal Sex Discrimination Act 1984 as any unwelcome sexual advance, request for sexual favours or conduct of a sexual nature in relation to the person harassed in circumstances where a reasonable person would have anticipated the possibility that the person harassed would be offended, humiliated or intimidated.

Examples of behaviours that may amount to sexual harassment include:

  • Inappropriate remarks with sexual innuendos, smutty jokes or lewd comments;
  • Suggestive remarks about a person’s body or appearance;
  • Persistent, unwanted requests for dates;
  • Offensive hand or body gestures;
  • Uninvited physical contact such as patting, pinching, touching or putting an arm around another person.
  • Other acts or behaviours that may amount to an offence of sexual assault under relevant criminal legislation.

Version 1.3 – 27 November 2018


Procedure introduction and overview:

Parkinson’s NSW provides a healthy and safe workplace where all workers volunteers and contractors work in an environment free from bullying, harassment and unlawful discrimination. All legislative requirements under the Fair Work Amendment Act 2013 and the Work Health and Safety Act 2011 apply at all Parkinson’s NSW workplaces

Implementation of this operational procedure directly examples the Parkinson’s NSW position in relation to workplace or work related bullying.

Guiding Principles for this procedure:

Bullying is defined as repeated, unreasonable behaviour directed toward a worker, or group of workers, that creates a risk to health and safety.

Bullying may include:

  • Verbal insult or abuse.
  • Personal attack, threats, intimidation and misuse of power.
  • Job-related harassment, such as withholding information, having responsibilities removed or work overload.
  • Deliberate exclusion or isolation from workplace activities.

It shall be the responsibility of the Corporate Services Manager and the management team generally to implement this procedure and monitor its effects to ensure bullying does not occur or that it is addressed decisively and pro-actively.

Bullying is often thought of as repeated and sustained attacks on another person but single incidents of bullying can also present a risk to health and safety and will not be tolerated by Parkinson’s NSW under any circumstances.

Parkinson’s NSW Standards of Behaviour expected of staff, volunteers and contractors:

All Parkinson’s NSW people covered by this procedure are expected to observe the following minimum standards of behaviour:

  • Being polite and courteous to Management and other Workers, volunteers and contractors.
  • Being respectful of the differences between people and their circumstances.
  • Ensuring they do not engage in any bullying behaviour(s) towards others in, or connected with the workplace, which includes visitors, customers and staff, volunteers and contractors.
  • Ensuring they do not assist, or encourage others in the workplace, or in connection with the workplace to engage in bullying behaviour(s) of any type.
  • Adhering to the Parkinson’s NSW Workplace Bullying procedure if they experience any bullying behaviour(s) personally.
  • Reporting any bullying behaviour(s) they see happening to others in the workplace, or connected with the workplace in line with the Workplace Bullying procedure related to this procedure.
  • Keeping information confidential if involved in any investigation of bullying.

Roles and Responsibilities

It is the role of company management and supervisors to:

  • Provide induction and information to Workers in this procedure.
  • Model positive and constructive behaviour in their treatment of workers.
  • Monitor their workgroups and act if they become aware of any potential hazards.
  • Address breaches of this procedure.

Management and supervisors must ensure that workers who make reports, and anyone else who may be involved, are not victimised. Disciplinary action may be taken against anyone who bullies a co-worker. Discipline may involve a warning, transfer, counselling, demotion or dismissal depending on the circumstances.

It is the role of workers to:

  • Treat fellow workers with dignity and respect.
  • Where possible, report incidences of breaches of this procedure to supervisors or management.

Version 1.3 – 27 November 2018


Procedure introduction and overview:

The Work Health and Safety of all Workers employed by Parkinson’s NSW and persons visiting the organisation and its workplaces is considered to be of the utmost importance. Parkinson’s NSW is committed to providing a safe workplace by:

  • Meeting all its legislative obligations,
  • Using a planned and systematic approach to the management of workplace health and safety and injury prevention / management through a formal Work Health and Safety Management System, and
  • Providing the resources for the successful implementation of the organisations Work Health and Safety Management System.

Parkinson’s NSW ensures that all employees, customers and carers, volunteers and contractors are properly informed and adequately protected so as to minimise the risk of illness, accident or injury at work or in Parkinson’s NSW locations by promoting the highest standards for safety and health practices that are consistent with legislative requirements.

Implementation of this operational procedure supports the context for the Parkinson’s NSW Work Health and Safety (WHS) framework containing the specific individual procedures, performance standards and other information to maximise the health and safety of Parkinson’s NSW employees, volunteers and other paid or unpaid persons involved in Parkinson’s NSW business.

Guiding Principles for this procedure:

These procedures provide for the:

  • Identification of potential risks and hazards to which employees and others may be exposed in the course of their duties.
  • Implementation of appropriate procedures and measures to minimise work related accidents, injuries or illness.
  • Development and delivery of specific training programs to educate employees and others regarding best practice work health and safety practices.
  • Investigation and documentation of work-related accidents or lost hours with a view to future risk minimisation.

The procedures have been framed around the Work Health and Safety Act 2011 (NSW), the Workers’ Compensation and Rehabilitation Act (1994) and Standard 6 of the National Disability Services Standards (2013).

The work health and safety of all persons visiting the organisation and its workplaces is also considered to be of the utmost importance so Parkinson’s NSW is committed to providing a workplace that is safe and minimises risks to the health and well-being of staff, volunteers, people impacted by Parkinson’s, contractors, visitors and all others.

Parkinson’s NSW is committed to providing a safe environment by:

  • Meeting its legislative obligations
  • Using a planned and systematic approach to the management of workplace health and safety and injury prevention / management through a formal Work Health and Safety Management System, and
  • Providing the resources for the successful implementation of the organisation’s Work Health and Safety Management System.

In addition, Parkinson’s NSW will minimise staff harm and injury, and minimise lost work time and compensation costs by:

  • continuously improving organisational capacity to recognise, assess and manage WHS risks
  • encouraging staff, volunteers and others to recognise their personal responsibilities to act safely and report WHS risks
  • effectively communicating and consulting with staff, volunteers and others in relation to WHS matters
  • incorporating WHS into all of the organisation’s planning processes

Parkinson’s NSW maintains an up to date Work Health and Safety Manual or equivalent resource, so that staff are properly informed about Parkinson’s NSWs’ and their own personal health and safety responsibilities in the workplace.

Staff, volunteers and others are trained to have a duty of care for taking responsibility for their own health and safety, and for others affected by their actions at work.

This includes the duty to immediately inform their line Manager should they become aware of any workplace risks or hazards that are not addressed in Parkinson’s NSW Work Health and Safety Manual.

The objectives of this procedure include but are not limited to:

  • securing and promoting the health and safety of people at work
  • providing information, instruction, training and supervision for workers, contractors and visitors to ensure their health and safety.
  • providing safe plant and equipment and safe work methods.
  • ensuring that risks to health and safety are identified and eliminated or controlled.
  • developing and promoting community awareness of Work Health and Safety matters.
  • providing for consultation and cooperation in achieving these objectives.

The following guidelines will ensure that Parkinson’s NSW meets its policy objective of ensuring that all employees, volunteers, contractors and others are properly informed and adequately protected so as to minimise the risk of illness, accident or injury at work:

Parkinson’s NSW will:

  • Provide employees with appropriate information about, and training in, relevant work health and safety standards and practices.
  • Take all reasonable steps to assess the safety of the locations where Parkinson’s NSW employees conduct business.
  • Where appropriate, provide employees with a safe and reliable means of transportation between head office and work sites.
  • Insure all employees, volunteers, other unpaid persons involved in Parkinson’s NSW work.
  • Ensure proper documentation of all work related accidents, injuries and illnesses.
  • Investigate all work related accidents, injuries and illnesses and take appropriate action to minimise future occurrences.
  • In the event of injury or illness, implement a rehabilitation plan to assist the employee to return to work as soon as practicable.
  • Promptly investigate, remedy and document any Parkinson’s NSW employee grievance regarding work health and safety matters.

The following performance standards must be met to ensure that WHS procedures are implemented effectively:

  • All employees are provided with a copy of Parkinson’s NSW’s Policy and Procedures on Work Health and Safety and are provided with access to the Parkinson’s NSW Work Health and Safety Manual.
  • All employees have attended and successfully completed approved Parkinson’s NSW training courses in work health and safety, as well as manual handling and first aid (where appropriate to their duties).
  • Where relevant, volunteers have attended and successfully completed an approved WHS training course where appropriate to their volunteering duties.
  • Parkinson’s NSW has workers’ compensation insurance for all employees.
  • Parkinson’s NSW has personal accident insurance for all volunteers, other unpaid persons involved in Parkinson’s NSW business endeavours.
  • All work related accidents, injuries and illnesses, and any resultant rehabilitation plans, have been recorded on the Accident Report Form which has been collated and reported to management on a monthly basis.
  • Any grievances that have been lodged have been addressed in accordance with the work health and safety principles outlined in this procedure and the procedure on Staff Grievances.
  • All employees and volunteers have been made aware of the contents of the Policy and Procedures on Work Health and Safety.

Indicative Information procedures and instruction that will be contained within the Parkinson’s NSW Work Health and Safety Manual – the source document for Parkinson’s NSW Work Health and Safety procedures:

  1. workplace accidents
  2. fire safety
  3. lifting and transferring of articles
  4. communicable and notifiable diseases
  5. the prevention of transmissible viruses
  6. working off site
  7. staff security and working out of hours
  8. dealing with workplace aggression
  9. harassment and bullying in the workplace
  10. driving safety / fatigue
  11. alcohol and other drugs in the workplace
  12. smoking
  13. furniture and equipment ergonomics
  14. stress
  15. other

Staff members are trained in Work Health and Safety in the workplace at their Induction.

Additional Work Health and Safety awareness training sessions is conducted with staff at least once each year.

Work Health and Safety is an item on the agenda of all workplace meetings and meetings of the Management Team.

Staff and volunteer (where relevant) induction will include information on work safety and health for the organisation and in particular service settings.

Staff members are required to identify and eliminate potential workplace hazards by completing the hazard inspection form and reporting any matters in respect of workplace health and safety to their line Manager immediately they observe the possible hazard.

Details of all work related accidents, injuries and illnesses are documented in a standardised way through the Incident Report Form.

Outcomes of investigations into work related incidents, accidents, injuries and illnesses including identification of strategies to minimise future occurrences will be documented.

In the event of injury or illness, a rehabilitation plan to assist the employee to return to work is implemented as soon as practicable.

The Corporate Services Manager will promptly investigate, remedy and document reports of work place hazards made by any staff member, volunteer or contractor or any grievances regarding work health and safety matters.

At unannounced times, but at least once every six months, the Parkinson’s NSW Corporate Services Manager will organise a practice emergency evacuation at head office.

Version 1.3 27 November 2018


Procedure introduction and overview:

Parkinson’s NSW ensures effective work health and safety through the proactive control of workplace hazards including those related to safe lifting and manual handling of items in the performance of work duties.

Implementation of this procedure demonstrates the Parkinson NSW commitment to ensuring that it meets its Duty of Care responsibilities in terms of developing staff and volunteer understanding of work related safe manual handling of items.

Guiding Principles for this procedure:

Safe manual handling is important because if poorly designed or done incorrectly, manual handling tasks can become hazardous.

A hazardous manual task is where you have to lift, lower, push, pull, carry, hold or restrain something.

These factors stress the body and can lead to a wide range of Musculoskeletal Disorders (MSD), – the most common work-related condition in Australia despite the fact that there are known methods to eliminate or minimise them.

If the risks associated with hazardous manual tasks are not eliminated or minimised they can cause significant and even irreversible injuries or disorders to people.

Parkinson’s NSW recognises that hazardous lifting and manual tasks increase the risk of injury to workers, volunteers, customers and others and will develop a range of procedures to reduce this risk.

The objectives of this Safe Manual Handling Procedure are to:

  • Maintain a safe and healthy work environment
  • Reduce the costs of manual handling injuries both to the organisation and individuals
  • Address any workplace factors which may increase the risk of manual handling injuries
  • Provide access to information on safe work procedures.

This procedure effectively means:

  • The manual lifting of items above a certain weight, without mechanical assistance, must be eliminated as far, as practicable, except in life threatening situations.
  • Staff, volunteers and other Parkinson’s NSW representatives will be told about the organisational procedures with regard to safe manual handling.
  • Training and all necessary information will be provided to staff at their induction training and to others in order to affect a safe system of work.
  • Parkinson’s NSW will provide the necessary mechanical and other aids in the workplace, which will assist in the implementation of this procedure.
  • Staff and volunteer compliance will be monitored to ensure consistent application of the requirements of this procedure.

The idea of safe manual handling is based on eliminating or reducing the need for people use their bodies for safe handling and encouraging people to use mechanical or other assistance to reduce the risk of injury.

Identifying hazardous manual tasks:

A hazardous manual task is where you have to lift, lower, push, pull, carry, hold or restrain something. It can include:

  • repetitive movement
  • repetitive or sustained force
  • high or sudden force
  • sustained or awkward postures
  • exposure to vibration.


The Work Health and Safety Act places a general duty of care on the Person Conducting a Business or Undertaking (PCBU) to provide a safe workplace. The PCBU in this case is Parkinson’s NSW.

Managers must take all reasonable action to protect their workers and other people in the workplace from foreseeable risks to health and safety. Workers are also required to ensure their own health and safety and the health and safety of others and to cooperate with the PCBU in activities to reduce the risk of injury.

Therefore, Parkinson’s NSW has implemented a safe manual handling procedure within this organisation. The implications of this procedure are that workers are required to avoid manual handling whenever possible and if not possible to avoid to utilise mechanical assistance whenever possible to undertake hazardous manual tasks.

To meet its obligations under the procedure Parkinson’s NSW will implement a number of actions including ensuring:

  • Thorough risk assessments of all identified hazardous manual tasks
  • Provision of suitable lifting equipment for hazardous manual tasks such as a trolley etc.
  • Development of safe work procedures to outline how to undertake the hazardous manual tasks safely
  • Training of staff in manual handling principles and how to undertake the safe work procedures
  • Encourage reporting of any manual handling incidents or hazards
  • Investigation of all incidents where warranted.


Management team members under the leadership of the Corporate Services Manager are responsible for:

  • Developing and monitoring this procedure
  • Ensuring that manual handling risk assessments are completed for all identified hazardous manual tasks in consultation with workers undertaking the activities unless a known control exists
  • Implementing manual handling risk control strategies
  • Developing safe work procedures
  • Ensuring that equipment is available and well maintained
  • Providing adequate information, instruction, training and supervision to workers on the risk of manual handling, safe work procedures developed and the safe use of equipment provided.

Workers (including volunteers) are responsible for:

  • Cooperating with Parkinson’s NSW in the identification of any manual handling hazards and implementation of manual handling controls
  • Following safe work procedures
  • Correctly utilising equipment provided for manual handling
  • Attending training as required
  • Reporting any manual handling incidents.

Version 1.3 – 27 November 2018


Australia Post has teamed up with the Pharmacy Guild of Australia to deliver medicines via a contactless pharmacy home delivery service.

The measures include:

  • Continued dispensing arrangements for the ongoing supply PBS subsidised medicines without a prescription will be extended to 30 June 2020.
  • A home delivery service for PBS and Repatriation Pharmaceutical Benefits Scheme (RPBS) medicines is now in place.
  • Ongoing work with pharmacists, GPs and the States and Territories to allow medicine substitution by the pharmacist in the event of a shortage.
  • Restrictions on the quantity of medicines that can be purchased to prevent unnecessary medicine stockpiling.
  • These temporary ‘continued dispensing’ arrangements allow people to obtain their usual medicines at PBS prices, even if they cannot get a new prescription from their doctor.

    For more information, visit this Web page.


    Carers are often focused on the immediate challenges of caring that it can be difficult to find time to make emergency or long-term plans, or to make sure their expertise is passed on to people who can cover for them when needed.

    The vision of Carers NSW is for an Australia that values and supports all carers. It emphasises the value of planning ahead through:

  • Emergency Care Plans
  • Putting in place an Enduring Power of Attorney
  • Creating an Advance Care Directive

  • An Emergency Care Plan is a document that provides instructions and guidance to allow someone else to step in and provide the care which you would normally provide.

    It can give reassurance to carers that if anything should happen to them, the person they care for will still receive the support they need.

    A General Power of Attorney gives someone the legal ability to act on someone else’s behalf in financial matters such as paying bills and managing money if for any reason they are unable to manage financial matters themselves.

    An Enduring Power of Attorney will operate when a person can no longer make decisions or act on their own. A person must appoint their enduring power of attorney before they lose capacity.

    Enduring Power of Attorney arrangements can be made so that they come into effect immediately or remain dormant until a specific event or circumstance arises.

    Advance care planning is an important part of planning for the future, particularly for people who are older and frail, or who have a chronic illness, disease, and early cognitive impairment, or are approaching their end of life.

    For step-by-step advice on how carers can plan ahead, visit the Carer’s NSW web site here.

    Source: Carers NSW


    Procedure introduction and overview:

    The intent of this procedure is to set out specific information about what insurance arrangements Parkinson’s NSW will put in place in to ensure its insurance and indemnity requirements are met.

    Parkinson’s NSW ensures that the organisation, Executive, employees, volunteers, contractors and/or any other person who is working on behalf of Parkinson’s NSW are appropriately insured and indemnified.

    Guiding Principles for the Procedure:

    Insurance coverage will be put in place to ensure that the Parkinson’s NSW meets the objective of properly insuring and indemnifying all of its operatives.

    Refer to the comprehensive insurance policies document provided by the Parkinson’s NSW Insurance Company.

    Version 1.3 – 27 November 2018