Terms and Conditions

This is an agreement between you (“you”, “your”), and Returned & Services League of Australia (Queensland Branch) ABN 79 902 601 713 and Mates4Mates ACN 160 646 999 (collectively, RSL Queensland and Mates4Mates are “us”, “we”, “our”).
  1. Veteran & Family Wellbeing Centres
    1. You have approached us to access services either at one of our facilities (which may include one of our multidisciplinary Veteran and Family Wellbeing Centres) ( the Centre/s) or as part of our wider network of ex service and third party organisations ( the Network).
    2. You understand that we may (but are not obliged to) contact you as part of the Centre’s health and wellbeing approach and to conduct a wellbeing check in.
    3. You agree that, when you access the Centre, or if you access any services as part of the Network, you will behave in a manner consistent with the Code of Conduct, outlined in Annexure A.
  2. Collection, use and disclosure of your Personal Information
    1. In order for you to access a Centre and/or the Network, we will need to collect and record personal information that is relevant to your situation, the requested services and your access to the Centre and/or the Network. This includes information such as your name, contact information, service history and other relevant information which may include your health information.
    2. Additionally, if you choose to complete the General Intake and Assessment (GIA), your personal information will be collected for the purposes of establishing you as a potential client of us, identifying services that may be beneficial to you and/or your direct dependents, managing your involvement in the services and assessing client and service outcomes.
    3. You do not have to give all your personal information, but if you don’t, it may limit the quality and type of services that you will receive.
    4. All personal information collected and recorded will remain confidential and secure, except where: the information is subpoenaed by a court; or
      1. failure to disclose the information would, in our reasonable belief, place you or another person at serious and imminent risk to life, health or safety; or
      2. your prior written approval has been obtained; or
      3. you would reasonably expect your personal information to be disclosed to another professional or agency (e.g. your referring General Practitioner) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected; or
      4. disclosure of your information is otherwise required or authorised by law.
    5. We may disclose your personal information overseas in certain limited situations, such as to service and technology providers located overseas, including in the United States. Our privacy policies provide further detail on such overseas disclosures.
    6. If we do disclose your personal information to an overseas recipient, they may not be subject to privacy laws that provide the same level of protection that is provided under the Privacy Act 1988 (Cth). However, we will take reasonable steps to ensure that the overseas recipient will handle and protect your personal information in the same way that that we are required to under the Privacy Act 1988 (Cth).
    7. Where the information you provide includes any sensitive information (including health information), then by providing that information to us, you consent to us collecting it.
  3. THIRD PARTY ORGANISATIONS

    We coordinate services provided by other organisations at the Centre and within the Network. Where you seek to access to services provided by any other organisation/s at the Centre and/or in the Network (including the organisation/s you nominate as the “Primary Organisation” in this new client form), you acknowledge that we may collect your personal information from, and may provide your personal information to, the other organisation/s who you engage with at the Centre and/or Network, for the purposes of managing and coordinating your attendance at the Centre and/or your participation in services offered within the Network.

  4. Consent – DVA

    We have certain obligations to the Department of Veteran Affairs (DVA), in relation to reporting requirements for some of our Centres. Your information will be provided in such reporting from time to time in a deidentified and aggregate manner. When signing this form, please be aware that you are providing your consent for this to take place.

  5. CONSENT TO DISCLOSE INFORMATION – RESEARCH PARTNERS

    We often collate client data with all other client data, for analysis and research purposes. This analysis will be conducted by us and our approved research partners, including but not limited to the Gallipoli Medical Research Foundation. Your information will be provided to our approved research partners from time to time in a deidentified and aggregate manner. When signing this form, please be aware that you are providing your consent for this to take place.

  6. FURTHER INFORMATION – OUR LIABILITY

    Under these Terms and Conditions and the Client Services Agreement (if applicable), RSL Queensland is responsible and liable for services provided by RSL Queensland and Mates4Mates is responsible and liable for services provided by Mates4Mates.

  7. Further information – our privacy policies
    1. Our privacy policies are available at RSL Queensland Privacy Policy and Mates4Mates Privacy Policy

      Our privacy policies explain how you can seek access to and correction of the personal information we hold about you, and how you can contact us with queries or complaints regarding our handling of your personal information. We can be contacted at:

      The Privacy Officer RSL Queensland and Mates4Mates
      283 St Pauls Terrace, Fortitude Valley QLD 4006
      Phone: 07 3634 9444
      Fax: 07 3634 9400
      Email: privacy@rslq.org OR privacy@mates4mates.org

    8. ANNEXURE A

    Code of Conduct

    By accessing the Centre and/or services within the Network, you agree to:
    1. Treat all other clients, employees, services providers and visitors with courtesy and respect
    2. Respect the privacy and confidentiality of other clients and family members accessing the Centre and/or services within the Network, and all services providers and employees
    3. Not engage in behaviours which are considered physically, verbally or sexually threatening, aggressive, intimidating or abusive
    4. Not use profane or derogatory language, insults or slurs of a sexual, racial or religious nature
    5. Respect others’ religious cultural and personal beliefs and not engage in any form of discrimination
    6. Not consume or possess alcohol or illegal drugs (or drug paraphernalia) in the Centre or when engaging in any Centre related activities or any services within the Network. As Mates4Mates is a dry organisation, 'zero alcohol' alternatives are also not to be consumed.
    7. Not be adversely affected by the use of alcohol or drugs while in the Centre or while engaging in any Centre related activities or any services within the Network
    8. Not carry weapons at any time
    9. Not smoke in the Centre or other areas which are identified as non-smoking
    10. Comply with all lawful and reasonable instructions from employees at the Centre and when engaging in any of services within the Network
    11. Use all equipment and materials supplied at the Centre, or in conjunction with our services, in the manner intended and as reasonably instructed by employees
    12. If attending the Centre, participating in Centre related activities or any of services within the Network with children, to supervise your children at all times. Our staff cannot take responsibility for the supervision of minors
    13. Advise our staff of any legal orders or processes which prevent your participation in our activities, attendance at the Centre or services within the Network