Privacy & Research Information Policy

August 2026

Hey Mate recognises the importance of protecting your privacy and treating personal and sensitive information with care.

This policy explains how For A Mate Pty Ltd trading as Hey Mate (“Hey Mate”, “we”, “us” or “our”) collects, uses, stores and protects personal information across our services, programs, research and evaluation activities.

It also explains your rights to access or correct information we hold about you and how you can raise a privacy concern.

Our privacy framework

Hey Mate handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Because some of our work involves counselling and wellbeing services, we may also handle health information and other sensitive information, which receives additional protection under Australian privacy law.

Where we undertake projects for government agencies, councils, funders or other organisations, additional Commonwealth, state or territory privacy requirements may also apply.

Where necessary, we may provide a separate privacy notice, participant information statement or consent form for a particular service, research project or program.

What information we may collect

The information we collect depends on how you interact with Hey Mate.

It may include:

• your name and contact details, such as email address and telephone number

• organisation, employment or project information

• information provided through website enquiries, registrations or correspondence

• service eligibility or referral information

• appointment and service information

• billing or payment information where required

• demographic information such as age, gender, postcode, location or creative industry role

• survey, consultation, workshop, interview or research responses

• feedback about our services and programs

• information about participation in Hey Mate programs, training or events

• technical information associated with use of our website, such as browser, device and website usage information.

Some of our activities may involve sensitive information, including information about a person's health, disability, cultural or racial background, sexuality, gender identity or other matters protected under Australian privacy law.

We only collect sensitive information where it is reasonably necessary for our activities and where we have the appropriate consent or another lawful basis to do so.

Counselling, EAP and health information

When you access counselling, Employee Assistance Program (EAP) or other therapeutic support through Hey Mate, we may collect health information necessary to provide that service safely and appropriately.

This may include information provided during intake, appointments, referrals and clinical care.

Clinical and counselling information is treated confidentially and is managed separately from general marketing and organisational information.

Where an employer, production, organisation or other third party funds access to Hey Mate services, we may provide them with de-identified or aggregated information about service utilisation and engagement.

We do not ordinarily tell an employer or funding organisation who has accessed counselling or disclose what has been discussed in an individual counselling session.

Information may be disclosed where:

• you have given us informed consent

• disclosure is required or authorised by law

• there is a serious risk to someone's health or safety and disclosure is permitted by law

• disclosure is otherwise necessary to meet our legal or professional obligations.

Where possible and appropriate, we will discuss a proposed disclosure with you.

Research, consultation and evaluation

Hey Mate undertakes research, consultation, co-design and evaluation to better understand the experiences of people working across the creative industries and to develop, improve and evaluate programs, resources and services.

This may include work conducted by Hey Mate independently or on behalf of governments, funding bodies, arts organisations, community organisations and other project partners.

Research and evaluation activities may include:

• online surveys

• interviews

• focus groups

• workshops

• co-design sessions

• community consultations

• feedback forms

• program evaluations

• demographic and participation data

• qualitative feedback and stories.

Participation in research will generally be voluntary.

Where appropriate, you may participate anonymously or using a pseudonym. There may be circumstances where we need to know your identity — for example, to organise an interview, provide an incentive, confirm eligibility or invite you to follow-up research.

We will explain this before collecting the information.

Sensitive information in research

Some research or evaluation projects may ask questions about health and wellbeing, identity, cultural background, disability, lived experience or other sensitive subjects.

Where sensitive information is collected, we will clearly explain:

• why we are asking for it

• how it will be used

• whether answering is optional

• who will have access to it

• how findings will be reported.

Participants can choose not to answer individual questions unless the information is genuinely required for participation in that particular project.

How research findings are reported

Where possible, research and evaluation findings are reported in aggregated or de-identified form.

This means individual participants should not ordinarily be identifiable from reports provided to clients, funders, partners or the public.

Quotes, stories or case studies may be used where appropriate. We will take reasonable steps to remove identifying information unless you have specifically agreed to being identified.

We will not identify an individual research participant in public reporting without their informed consent unless required by law.

Information provided to us by another organisation

Sometimes an organisation we are working with may provide Hey Mate with information so that we can contact people about a service, program, consultation or research activity.

For example, a project partner may provide a list of people who are eligible to participate in a consultation or wellbeing program.

Where this happens, we will only use the information for the purpose for which it was provided or another purpose permitted by law.

Website, forms and digital services

When you use the Hey Mate website or complete an online form, some information may be collected automatically through cookies, analytics or similar technologies.

This may include information about:

• pages visited

• browser or device type

• approximate location

• referring websites

• interactions with our website.

We may use this information to understand how people use our website, improve accessibility and performance, and understand the reach of our services and communications.

Where third-party platforms are used, their own privacy policies may also apply.

Platforms and service providers

Hey Mate uses third-party technology and service providers to help us deliver our work.

These may include services used for:

• practice and appointment management

• video conferencing

• surveys and research

• event registrations

• email and communications

• cloud storage

• accounting and payment processing

• website hosting and analytics

• project and program administration.

We take reasonable steps to select and configure services in ways that appropriately protect personal and sensitive information.

Some technology providers may store or process information outside Australia. Where this occurs, we take reasonable steps to manage privacy risks and comply with applicable Australian privacy requirements.

How we use your information

Depending on your relationship with Hey Mate, we may use personal information to:

• respond to enquiries

• provide counselling, EAP and wellbeing services

• manage appointments and referrals

• administer training, workshops and events

• communicate with participants

• deliver funded programs and projects

• undertake research and evaluation

• improve our programs and services

• meet reporting obligations to funders or project partners using de-identified or aggregated information where appropriate

• process invoices or payments

• maintain appropriate business and clinical records

• meet legal, contractual and regulatory obligations.

We do not sell personal information.

We do not use confidential counselling information for advertising or marketing.

Marketing communications

If you subscribe to our newsletter or agree to receive updates from Hey Mate, we may use your contact details to send relevant news, events, resources or information about our work.

You can unsubscribe from marketing communications at any time.

Withdrawing from marketing communications does not affect communications that are necessary to provide a service you have requested.

How we store and protect information

Hey Mate takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the type of information, safeguards may include:

• secure and access-controlled systems

• restricted access to clinical and sensitive information

• password and account security controls

• secure cloud-based storage

• confidentiality requirements for employees, clinicians and contractors

• processes for de-identifying research and reporting data

• secure disposal or deletion of information when it is no longer required.

Personal information is retained only for as long as reasonably necessary for the purpose for which it was collected or as required by applicable legal, clinical, contractual, insurance or professional record-keeping obligations.

Data breaches

If Hey Mate becomes aware of a privacy or data security incident, we will assess and respond to the incident in accordance with our legal obligations.

Where a data breach is likely to result in serious harm and notification is required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required.

Your privacy rights

You may contact us to:

• ask what personal information we hold about you

• request access to your personal information

• ask us to correct information that is inaccurate or out of date

• withdraw consent where our handling of information relies on your consent

• withdraw from research or future research contact

• ask questions about how your information is being used

• make a privacy complaint.

There may be circumstances where we cannot provide access to particular information or completely remove information — for example, where we are legally required to retain a clinical or business record.

If this applies, we will explain this to you.

Withdrawing from research

You can generally withdraw from a research or evaluation activity at any time.

Where information has already been de-identified and combined with information from other participants, it may no longer be possible to identify and remove your individual responses.

Any project-specific limitations on withdrawal will be explained in the participant information provided for that project.

Privacy questions and complaints

If you have a question about this policy, would like to access or correct information we hold about you, or wish to make a privacy complaint, please contact:

Privacy Officer – Hey Mate

Email: hello@heymateproject.org
Phone: 1300 633 147
Post: PO Box 232, Sandgate QLD 4017

We will take privacy concerns seriously and aim to respond within a reasonable period.

If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this Privacy & Research Information Policy from time to time to reflect changes to our services, research activities, technology or legal obligations.

The current version will be published on our website with its effective date.