Skip navigation

Terms and Conditions

1. General

These Terms and Conditions are governed by the law in force in the State of Victoria and refer to The First Step Program Limited (which includes First Step Legal) and will be referred to in these Terms and Conditions as ‘First Step’.

First Step may change or modify these Terms and Conditions at any time, and you agree to be bound by the changed or modified Terms and Conditions. Notice of any changes or modifications will be provided by publishing the revised Terms and Conditions on this website only, and separate notification will not be given to you individually.

2. Marketing

First Step uses images, videos, and other marketing collateral in its digital and print media. Any intellectual property rights in these matters belong to First Step and must not be used or reproduced in any way without First Step’s express written consent.

First Step respects the privacy of its clients and will not use any images or video footage of clients, patients, or users of our service unless they have consented to such use as per the Publications Policy (S11.INF.5).

3. Website

Use of this website is governed by these Terms and Conditions, the Website Policy (S11.INF.4) and the First Step Non-Clinical Privacy Policy (S10.RIS.1).

Information on this website is of a general nature. First Step has made reasonable endeavors to ensure that the information is accurate, reliable, and complete. Due to business developments, the information may change from time to time. To ensure that you receive the most up to date information you should not rely on all statements or representations made on this website and should contact First Step as required. No warranty of any kind, implied, express or statutory, is made by First Step in relation to the accuracy, adequacy, reliability or completeness of the information and materials on this website, and First Step expressly disclaims liability for errors or omissions in such information and materials.

To the extent permitted by law, First Step will not be liable in any way for any loss or damage which may be suffered by you in relying on the statements and representations made on this website, or through use or access to this website, or First Step’s failure to provide this website.

Other websites

This site may be linked to other sites that are not maintained by First Step. First Step is not responsible for the content of those sites and does not accept responsibility for the use or reliance of material on any website which is referred to, or accessed through, our website. The inclusion of any link to such sites does not imply endorsement by First Step of the sites.

Website intellectual property

All intellectual property and copyright in this website or any other marketing collateral (in print or digital form) is owned by First Step, unless otherwise stated.

You are permitted only to access and download the contents on the website pages temporarily and for the sole purpose of viewing the information for personal use. If you have downloaded any material from our website under a Creative Commons license, then the material must only be used in accordance with the license.

Except for the use outlined above, or as otherwise permitted under the Copyright Act 1968 (Cth) or other applicable laws and regulations, no information on this website may be permanently copied, reproduced, adapted, uploaded to a third party, linked to, framed, performed in public, distributed, stored, published, displayed or transmitted in any form, in whole or in part, by any process and you may not create derivative works from any part of this website or commercialise any information obtained from any part of this website without the specific written consent of First Step.

Collection of personal information

First Step will comply with the Australian Privacy Principles in the way it collects, holds, uses, and discloses personal information. We will not sell or pass on your personal information to any third parties.

First Step does store sensitive medical records in the manner prescribed by the RACGP 5th Edition Accreditation Standards 2017 and NACLC Accreditation Scheme 2015, as per our accreditation obligations and detailed in the Privacy and Client Confidentiality Policy (S9.SER.25) and Confidentiality, Privacy and Third-Party Access to Personal Information Policy (S9.SER.5).

First Step will always endeavor to collect any required personal information from you directly. In general, the personal information we collect is limited to details such as:

• First name
• Last name
• Email address
• Telephone number (if you provide it)
• Address (if you provide it)
• Donation amount (if you make a donation)

First Step does not store donor credit card or banking details.

You consent to First Step collecting and using your personal information when you:

• subscribe to First Step via the website
• interact with First Step via Facebook, Instagram, Twitter and LinkedIn
• interact with First Step via the website
• make a donation

Our databases are protected by secure user IDs and passwords to help protect it from misuse, unauthorised access, modification, or disclosure. For more details on the collection and use of your personal information, please see our Confidentiality, Privacy and Third-Party Access to Personal Information Policy (S9.SER.5).

You can unsubscribe from our mailing list at any time by sending an email to [email protected] with the word ‘unsubscribe’ in the subject line.


A "cookie" is a file sent by a web server to your internet browser and stored on your computer. It contains data that websites use to identify you as a unique, but anonymous user.

Our website uses cookies to store information on your computer. This information is used to enhance our website service to you.

We will not disclose the contents of any cookie to any third party, except that we may disclose such information to any service providers we engage to assist us to establish and operate our online services.

Most internet browsers are set to accept cookies. If you prefer not to receive them, you can adjust your browser to reject cookies, or to notify you when they are being used. There are also software products available that can manage cookies for you. However, rejecting cookies can limit the functionality of the website.

4. Donations and Refunds

First Step is registered as a charity with the Australian Charities and Not for Profits Commission First and is endorsed with the Australian Tax Office as a deductible gift recipient item which means donations over $2.00 are tax-deductible.

All pricing and transactions on this website are stated in Australian Dollars (AUD).

By completing a donation, you certify that:

• you accept these Terms and Conditions and the First Step Non-Clinical Privacy Policy (S10.RIS.1), and
• you understand you can cease communication, or access and change your personal information by calling 03 9537 3177 or emailing [email protected].

We only use your information to process your donations and communicate with you about our charitable objectives.

Donations by individuals can be made in the form of one-off donations or regular gifts. First Step will determine where the funds are directed within its services. If a donation is designated to a specific project, First Step will use reasonable endeavours to direct that donation to the designated project but is not obligated to comply with such requests. Donations of gifts in-kind will also be directed as determined by First Step.

Donation processing

First Step will provide official receipts for approved donations of $2.00 or more. Donors providing single gifts receive a receipt for each donation and regular gifts receive an annual receipt, unless otherwise requested. First Step accepts anonymous donations but is unable to issue a tax-deductible receipt to the donor in such circumstances.

Online donations

This website is enabled for online donations using a secure donation server. However, despite the security on the website, you should be aware that there are risks in transferring information across the Internet.


First Step recognises that it is possible to make an error when making an online donation or for donors to change their mind about the donation made. It can also occur that an error can be made by First Step or our financial institution.

Requests for refunds are to be made to First Step within 14 days. First Step will fully examine all requests for refunds and endeavor to fix any genuine errors as soon as possible.

Recurring donations

The Direct Debit Services Agreement governs any agreement by you to provide recurring donations to First Step.

To cancel recurring donations, notification is required at least 10 clear business days prior to the next scheduled payment date to affect any cancellation.

Donations we cannot accept

In line with the Fundraising Institute Australia code we will not accept a donation where:

• there is a reasonable belief that the donor is in vulnerable circumstances or lacks capacity to make a decision to donate; or
• accepting the donation would compromise the interests and objectives of our cause; or
• the cost of accepting the donation will be greater than the value of the donation; or
• there is reason to believe that accepting the donation may give rise to litigation.

First Step cannot accept funds raised in a way that is contrary to our values or may be seen to compromise or contradict the work First Step does. As a general rule First Step will NOT enter into a fundraising agreement or accept donations from individuals, groups or corporations (as cash, pro-bono or gifts in kind) that are involved in activities that are incompatible with the objects of our cause, including the following:

• Illegal activities
• Violence
• Discrimination
• Irresponsible use or sale of alcohol and/or drugs
• Gambling
• Tobacco
• Risks to children and young people
• Nudity or sexual imagery

5. How to make a complaint

If you have any concerns or a complaint, please use the contact link on our website or contact our Operations Manager using the details set out below.

We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in timely and appropriate manner. More information regarding our complaints process can be found in the Managing Complaints Policy (S9.SER.6).

Please contact our Operations Manager at:

Gayle Woods
Operations Manager
The First Step Program Limited
42 Carlisle Street, St Kilda 3183
P: 9537 3177
E: [email protected]