Your Privacy

World Vision Australia Privacy Policy

This policy was last updated on 4 March 2024.

Protecting your privacy is important to us. We are committed to valuing people – our supporters and volunteers – as well as the children and communities we serve. We are committed to using your personal information (information or an opinion which can reasonably identify you), responsibly.

The Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Australian Council for International Development (ACFID) Code of Conduct and the Payment Card Industry Data Security Standard (PCI DSS) all apply to us and guide us when we manage your personal information. 

This Privacy Policy explains why and how we collect, use, disclose and store your personal information and what to do if you have questions, concerns, or complaints. We will occasionally make updates to this policy, so will note the date of the last change at the top of the page. 

Remember, you are in control of the personal information you provide to us. Most personal information we collect comes from you and you can request to change or access your details at any time.

Scope of this Policy 

By providing us with your personal information, you are consenting to the collection, use, disclosure, and storage of that information as explained in this Policy. 

This Policy applies to any individual who engages with us via the World Vision Australia website, apps or online portals, telephone, email, mail or in person. This includes engaging with us through the 40 Hour Famine or other programs, the World Vision App or your My World Vision online account. In special circumstances, such as visits to projects or staff onboarding, we will provide you with additional information prior to collecting your personal information. 

We ask for and collect information that helps us engage with you. For example, to process your donation and provide a receipt, or to record your support of a petition or letter to a politician as part of our advocacy work. We could not send you information about your sponsored child or communicate with you about the work we do if we had no way of contacting you. You decide how much information you provide (however we may not be able to answer your enquiry or fulfill your request if you do not provide the information requested).

The personal information we typically collect includes:

- Personal details like name, date of birth, gender, and age.

- Contact details such as postal addresses, email address and phone numbers.

- Information related to areas of our work you might be interested in supporting, have supported in the past or are interested in now.

- Payment card details (including transaction details/payment history).

- Records of your communication and interactions with us and details/history of preferences.

- Conversations by phone, email, social media, webchat, post or in person, with our staff and volunteers:

· This might include additional information if you tell us about your family or information related to your circumstances or interests during a call – it all helps us to provide you with relevant and useful information.

- Information you provide to us when you:

· Fill out a form online, at one of our stands or which is sent to you in the mail.

· Complete a survey, pledge, or petition.

· Send us photos, video recordings, or letters as part of our campaigns or when communicating to your sponsor child.

· Donate online, over the phone or at one of our stands.

· Go on a field trip with us (e.g. visiting your sponsored child or a project you support).

· Register for services, including services provided by our partners.

· Use our digital services or those of our advertising partners like Facebook.

If you apply to work with us (including as a volunteer) we will collect information (such as your work experience and references) so that we can decide if you are suitable for the position.

Collecting from people other than you

We typically collect information directly from you. But in some circumstances, we use publicly available information from professional research organisations, such as financial and demographic information, to improve the way we engage with you as a supporter. This helps to ensure we provide you with relevant opportunities to support our work, including invitations to events that may interest you. This information may include:

· Membership of clubs or associations;

· Family and professional connections; and

· Things that interest you and their location, e.g. an interest in faith-based events, or events in Sydney.

We might also collect information about you from someone else, such as:

· Your parent or guardian if you are under 18; and

· Where we buy a marketing list you have agreed to be on.

Sensitive information

Sometimes we might collect or ask you for sensitive information because:

· We are very careful about who visits children in the communities we partner with, so will ask you for a criminal record check;

· You are attending a field visit so we may be required to collect health information;

· We need to keep everyone in the World Vision Australia community safe so where required we may record information about supporters who pose a risk to World Vision Australia staff or the children we support or information about a supporter who requires special provisions, e.g. power of attorney; and

· We want to know what makes you passionate about poverty and justice issues, like your faith, values, or opinions, as this helps us better communicate with you.

In some circumstances you may be able to opt out of the collection of personal or sensitive information.
Call us on 13 32 40 (Monday to Friday 9am–5pm AEST/AEDT) to discuss your options.

Your activity on the WVA website
World Vision Australia uses cookies and another tools to collection information about how you interact with our website for a variety of reasons that include allowing us to improve the user web experience, provide us with web data analytics, improve our services and market these effectively. We provide you with options below on how you can control the way this information is used.

What technologies are used to collect this information?
We may use various technologies such as cookies, internet tags, pixels, or web beacons, and via navigational data collection (log files, server logs, and clickstream data). Cookies are small pieces of text used to store information in web browsers or on your device, which receive identifiers and other information related to your devices. Other technologies include pixels which operate in a similar way to cookies but allow us to send data related to multiple events and optimise our advertising performance. In this policy, we refer to all of these technologies as “cookies” or “analytics tools”

How are cookies and analytics tools used?

· Required: To deliver core features on our website, such as remembering users who have logged in or enabling us to deliver security measures which help prevent spam, phishing attacks, and other security threats. This ensures your use of our services are not disrupted, and your items will stay in the cart when you add them.

· Performance: To understand how you interact with our website to ensure you get the best experience. This information cannot be used to identify an individual but may include information such as the data and time of your visit, the pages you view and other interactions with our website so we can improve our website.

· Marketing: To enable us to personalise advertising on external platforms such as Facebook and Google. Certain information related your visits to our website interactions with our web campaigns or products may be tokenised using analytics tools and sent to external parties (Facebook/Meta and Google) for advertising optimisation and to understand whether our content is effectively promoting our work (ensuring we are using resources appropriately).

When WVA discloses hashed data (which may include your email address, phone number, name, and details of your device, browser, operating system, and mobile network) to that third party, only those third parties that already have the token in their records (because you have an account with them) can recognise your information.

How you can control how your information is used.

· When you visit our website, you can choose to reject Marketing analytics tools. If you do, only performance analytics will be conducted which does not collect personal information and those tools which are required to make our website operate.

You can also take control over your personal information using one of the following options:

· Turning off or opting out of cookies, analytics, personalised ads

You may be able to adjust your browser to turn off use of “cookies” or for it to notify you when cookies are being used. The web pages provide useful information on your ad choices and how you can limit ad tracking.
However, if you disable cookies, you may not be able to access certain areas or take advantage of certain features on our website. Pixels can be managed directly with external parties (Facebook and Google) or by rejecting Marketing cookies.

· You can also adjust your advertisement options directly with the third-party platform.

·  Facebook: via Ad Settings or Ad Preferences menu.

·  Instagram: via Settings > Accounts Centre > Ads > Ad Preferences >Ad Settings.

·  Google Analytics:

When you visit and interact with a third-party website, we recommend you read that third party’s privacy policy as any of the personal information provided and your interactions with that page are outside our control. You may also find information on how you can control targeted marketing or turn off some of these features.

We will use your personal information for the purpose it was collected, to help you make a difference, and to tell you about how your support is helping vulnerable children, families, and communities.

Common situations in which we use or disclose your personal information include:

- To provide, administer, improve, and personalise our communications to you (including direct and digital marketing).

- To engage, and manage our relationship, with you. For example, to:

· Process your donations or payments, manage promotions and provide refunds;

· Send you newsletters that you have subscribed to;

· Fulfill requests to change your details;

· Tell you about our work including via email, post, phone, SMS, Facebook message or other social media platforms;

· Verify your identity;

· Maintain and update our records;

· Address your service enquiries and work with our service providers; and

· Record the personal experiences you share with us to better serve you next time.

- To help you and others to learn more about poverty and justice issues and opportunities to partner with us – so you can make a difference for vulnerable children.

- To conduct market research and analysis, including by sharing limited information (such as your name and address, not financial information) with third party specialists acting on our behalf. These activities improve the way in which we engage with you as a supporter and help to provide you and others with relevant opportunities to support our work.

- When recording your communications with us for security, dispute resolution and training purposes.

- To give to a third party for a specific purpose, e.g. when you need a criminal record check so you can visit a World Vision-supported community, or when third parties act on behalf of World Vision Australia to provide a specialist service which helps us to operate more efficiently.

- If you have indicated that you intend to leave us a bequest or have requested information or otherwise enquired into how you can support World Vision Australia through your Will, we will use your information to ensure your wishes can be honoured.

- World Vision Australia takes the protection of vulnerable children and adults seriously. If you engage with children via child sponsorship or participate in field visits, we will use your information in keeping with community expectations and best practices relating to child protection.

- To other third parties as required or authorised by law.

Where we tell you about opportunities with partner organisations, we will not give your information to them; it will be up to you to contact them directly.

You can set your own preferences for how you want to hear from us by contacting our Supporter Experience Team or through your My World Vision online account via the settings in your Preference Centre.

Adjusting your settings in your Preference Centre

You can update choices about Marketing analytics tools and make decisions about Marketing communications in your preference centre.

·  Log in to your My World Vision Portal>Personal Details>Communications Preferences

Importantly, we never rent, sell, or exchange your personal information without your consent.

Social media

Occasionally, we may reach out to you via social media if you are not a World Vision Australia follower by using the details on your supporter record, such as the email address and phone number matched to your social media account. We may target you by showing you World Vision Australia adds or content which we feel you may be interested in. This can be controlled using the social media platform as explained above.

We may also use your email address and phone/SMS to link to Facebook or other social media sites so we can identify other users of these platforms who we think might be interested in supporting us, and we may then show them our content. If you prefer this does not occur, you can update your preferences or change them on the relevant social media platform.

World Vision Australia engages third parties, including digital services, research and analytics services, and other specialists to help us provide the best possible services, operate with efficiency and better serve the communities we support. These partners may be located or have data centres outside Australia. We may also use, and/or store your information overseas, or use cloud service providers if any of our technical systems are located or need to process data overseas (for example, social media platforms).

We may also share your information with other parts of World Vision’s global network. For example, we may share your name and address with the World Vision office in the country where your sponsored child lives so they can write to you. This information is sent to World Vision International (which stores its information in Malaysia) and is accessed by the World Vision office in the relevant country. If you go on a field trip with us, we also share personal (including sensitive) information with World Vision entities overseas so they can prepare appropriately for the trip.

In all cases, this does not change our commitment to safeguarding your privacy.

We require our external service providers to handle your personal information carefully, lawfully, and, where possible, in accordance with this Privacy Policy.

The countries and territories in which we may use, disclose and/or store supporter information include but are not limited to:

  • Malaysia
  • United States
  • Singapore
  • The European Union
  • Hong Kong
  • Other countries in which World Vision Australia or World Vision International operate.

When you agree to our Privacy Policy, you consent to us disclosing your personal information, including sensitive information, outside Australia. You understand that by giving us this consent, you may not be able to seek redress in the overseas jurisdiction if the overseas recipient handles information in breach of the Australian Privacy Principles. Your consent does not in any way lessen our commitment and the measures we take to safeguard your privacy, but it may exclude us from liability under Australian Privacy Principle 8.1 for any breach of the Australian Privacy Principles by such overseas recipients.

We store and manage your personal information in accordance with the Australian Privacy Principles. We take the security of your information seriously and take all reasonable steps to ensure we have safe systems, processes, and training in place to protect your information, including by:

  • Using secure response forms when we ask for your personal and payment card details on our website.
  • Taking reasonable steps to preserve the security of cookie and personal information in accordance with our website terms of use and Privacy Policy.
    • If your browser is suitably configured, it will advise you whether the information you are sending us will be secure (encrypted) or not secure (unencrypted). If secure transmission is indicated, World Vision Australia currently uses 256-bit TLS encryption as a minimum.
  • Complying with the Payment Card Industry Data Security Standard (PCI DSS) to ensure all sponsor and donor credit card information is securely transmitted, processed and stored.
  • Keeping abreast of developments in security and encryption technologies.

Unfortunately, no data transmission over the internet can be guaranteed as secure. Accordingly, although we strive to protect your information, we cannot ensure or warrant the security of any information you transmit to us or from our online products or services and you do so at your own risk. However, once we receive your transmission, we will take all reasonable steps to preserve the security of the information in our own systems.

We will keep your personal information for as long as you continue to engage with us, unless you advise otherwise, in accordance with the Australian Privacy Principles and all other laws and regulations that govern us, including the Australian Charities and Not-for-profits Commission Act 2012 (Cth).

Personal information that is no longer required for a lawful purpose, is not related to child sponsorship, engagement or field visits, and belongs to a supporter who has not engaged with us for more than seven years will be deleted or archived in accordance with the law.

If you request us to delete your personal information, we will investigate your enquiry and, where possible, action it, subject to any legal or safeguarding requirements we may have to keep your information. If information cannot be deleted, we will respect your wishes not to be contacted and archive your information in a secure manner until requirements to store this information are met.

We value the contributions our supporters make. If you have any questions, concerns or complaints about this Privacy Policy or our handling of your personal information, please: 

  • call us on 13 32 40 (Mon to Fri 9am-5pm AEST/AEDT, excluding national public holidays);
  • email us at;  
  • submit an enquiry  and choose “Other” as the nature of your enquiry; or
  • submit a privacy related complaint by selecting "other" via our online Make a Complaint form.

If you make a Complaint, a relevant staff member will provide confirmation of its receipt and provide updates on its progress until a decision is made. We will communicate our decision to you as soon as is practicable. Our Data Privacy Manager will oversee the management of any Privacy-related Complaints.

If you are not satisfied with our decision, we will be prepared to consider any additional information you may wish to provide and review our decision.

In cases where your Complaint is unable to be addressed to your satisfaction, we will advise you that the Complaint may be referred to the Code of Conduct Committee | ACFID and offer to assist in the referral.

You may also wish to submit your Complaint, or any additional concerns, to the Office of the Australian Information Commissioner.

You can learn more about our Complaints Policy via the following link: World Vision Australia Complaints Policy.

You can view and update your personal information by logging in to your My World Vision online account. If you are visiting for the first time, you can easily register using your email address or by contacting our Supporter Experience Team on 13 32 40 (Mon-Fri 9am-5pm AEST/AEDT). Once you have an account and are logged in you can change your personal details, view your Annual Tax Statements, and exchange messages with your sponsored child.

You can also request to access the personal information we hold about you, update or correct the information we have collected, or let us know your communications preferences by calling our Supporter Experience Team.

Under the Privacy Act 1988 (Cth) you have the right to access your personal information. Please contact the Supporter Experience Team via the contact details above and state your request. In some circumstances authorised by law, we may be unable to provide you with access to all your personal information and where this occurs, we will explain the reasons why. 

If you are 15 or over, we will make every effort to include you in any decisions related to your privacy. However in compliance with our Safeguarding Policy where consent is required, parents or guardians will need to provide consent for individuals under 18.

We also expect you to take special care with images of children from communities we work with, just as we do. Please honour the consent given by parents or community leaders by sharing these images only as directed. Our terms of use provide  guidance on how you can use images from our website and our Child Protection Standards include further guidance on the use of child images.

If you choose to download the My World Vision App (the App) you will be required to agree to the App End User Licensing Agreement. Any personal information submitted in the App will be collected, managed, used and disclosed in accordance with this Privacy Policy.

Information included in the App is populated via your Supporter profile. If you make changes to your personal information these will take effect across all World Vision Australia platforms.  

Information which may be automatically collected about you when using the App. 

App Analytics

In compliance with any relevant platform terms, we may use analytics tools in the App. These support the function of the App and allow us to assess how supporters are using the App, including which content areas they may access the most, or which sections they avoid. 

This information will only be shared with authorised World Vision Australia staff members and trusted third parties acting on World Vision Australia’s behalf (including World Vision’s global network, World Vision International and Support Offices), who may be located in, or store, or use your personal information, outside of Australia including the USA.   

Information will be used to: 

  • optimise and improve the performance of the App and ensure the App provides the best possible user experience, with information that appeals to our supporters. 
  • share analytics and other App learnings with World Vision International and Support Offices. 

Understanding App permissions 

We have listed out the various permissions so you can understand why they are needed for your use of the World Vision Australia Mobile App.  

  • Identity Permissions 

    We do not capture any personal information without your consent. Only the generic device ID is gathered so that your download of the App can be associated with your Google Play/AppStore account. The device ID is an identifying number for your device. Most apps require this so they can "tie" the app to your phone.  Also, if you choose to subscribe to push notifications, your device ID is used to associate your phone to receive the notifications.  

  • Media Permissions (Photos/Videos/Files)

    Access to photos/media/files and camera only relates to when a supporter wishes to share photos from their device to add to a letter or personalise their account. The way we use the personal information provided is explained in the section above related to – What information do we collect? The App will (only with your consent) access your camera so you can take a photo or access your library to select a photo. The App then takes that photo from the storage on the device and attaches it to a communication. We are not accessing files at any other times.

By using this website and providing your personal information when engaging with World Vision Australia you agree to and accept the website terms of use and this Privacy Policy. This Policy may be changed from time to time, so we encourage you to check back regularly to see if any changes have been made.

This Privacy Policy was last updated on 2 September 2022. Any changes to this Policy will be updated on this site.

The above statement is intended as notice of these changes. This version and any future amendment replace previous privacy policies, effective from the date the new version is published online.