Client Records and Privacy Policy

Purpose. This policy governs how Riverbend collects, stores, uses and discloses personal information about clients, adopters, owners of impounded animals and volunteers.

1.Purpose and scope

Riverbend collects personal information to provide veterinary care, process adoptions and reclaims, manage boarding bookings and meet its obligations under domestic animal legislation. This policy applies to all records, whether held in the five record systems, on paper or in email.

2.Collection

Workers must collect only the information needed for the service being provided. Clients must be told why information is collected and who it will be shared with. Microchip and registration details are collected under the Domestic Animals Act 1994 (Victoria) and are shared with the council and the microchip registry as the law requires.

3.Storage and access

Personal information must be stored in the relevant Riverbend system, not in personal notebooks or private devices. Access is limited to workers who need it for their role. Paper forms must be scanned to the animal or client record within two working days and then stored in a locked cabinet until destruction.

• Clinical records: retained for at least seven years after last visit
• Adoption and surrender records: retained for seven years
• Impound records: retained as required by the council contract
• Volunteer records: retained for two years after the volunteer leaves

4.Use and disclosure

Information must only be used for the purpose it was collected for. Workers must not disclose an owner's details to a third party, including a person who found the animal, without the owner's consent or a legal requirement. Requests from police or councils must be referred to the Operations Manager.

5.Breaches and complaints

Any suspected loss or misuse of personal information must be reported to the Operations Manager on the day it is discovered. Riverbend will assess the breach, contain it and notify affected people and the regulator where the law requires. Privacy complaints will be acknowledged within five working days.

6.Review

This policy will be reviewed every two years or when the Privacy Act 1988 or its principles change.