Assistance Dogs Privacy and Complaints Policies

Privacy of information

Below we describe how any information gathered about you will be used.

All information collected about you by Laura Mundy Assistance Dogs will only be used to provide our services.

What information do we collect and hold?

Information that will be collected about you will include your name, address, contact information and health information such as your diagnoses, symptoms of disability and the health of your dog.  

How do we collect personal information?

Personal information will be gathered directly from you unless explicitly directed by you to source specific information from a third party. This may include information gathered through the completion of forms, over the phone, email or through interactions with you over the course of providing you service. No personal information will be gathered without your consent. If personal information that we have requested is not provided by you then it may impact upon our ability to provide you with the service you require.

Sharing of personal information.

Any personal information gathered will not be shared with any third party unless consent is provided by yourself and if it is directly relevant to the care of yourself, your dog or the services you receive. This may relate to referral to another service provider such as a veterinarian or other behaviour consultant at your discretion. Consent for taking any images or video will be asked. Such images or video will only be shared if your consent has been given.

Management of personal information.

Any hard data containing your personal information will be kept within a locked filing cabinet and destroyed at the end of record holding duration requirements. This duration is a period of seven years whereby it will then be destroyed. If requested, copies of your personal information can be provided to you or to those you request them to be provided to. All electronic data will be stored on a password protected file on our computer system.

Why do we collect and hold personal information?

We may use and disclose personal information that we have collected in order to provide you with our service, comply with legislation, provide you with necessary information, accessing funding bodies paying for your services if relevant or other care providers involved again with your explicit consent given prior. Information only pertaining to providing quality care and services to you and no other information will be shared. Through agreeing to our privacy policy, you understand that your personal information will remain private and only relevant information is being gathered in order to provide necessary services.

Complaints policy:

All feedback about our service is very important to us. We understand that the process of applying, training and qualifying to be an assistance dog team can be a stressful and overwhelming experience. Our goal is to be available and supportive at each step of the process, however, we understand that there may be concerns that arise.

We will try to answer all queries and concerns in a timely manner. As a small business there may be the need for this to take 3-5 working days to respond to however, please rest assured that we will respond to you as soon as we can.

Any complaints or concerns raised can be made verbally, in person, or over the phone. Complaints can also be made in writing via email. These will be taken seriously and are important to us. These concerns will be recorded in writing and feedback will be provided to you regarding a possible plan for how we can address these concerns.

Any complaints may include the process of how we train and accredit assistance dogs, the training methods, any concerns regarding your dog not passing or being appropriate to undergo training, costs associated or any other concerns important to you.

We will work with you to attempt to resolve any concerns in a way where we can continue to work together towards satisfactory outcomes for you. If this is not possible, and we understand that this may be the outcome, we will aim to assist you in a more satisfactory outcome to yourself if we are able to provide this.  This may be via a referral to another assistance dog organisation to work with instead.