Privacy Policy 

We recognise the importance of protecting the privacy and the rights of individuals in relation to their personal information. This document is our privacy policy and it tells you how we collect and manage your personal information.  

We respect your rights to privacy and have a legal obligation to abide by the provisions of the Privacy Act 1988 (Cth) (the Act).  The rules that an organisation must follow under the Act are known as the Australian Privacy Principles, and cover areas including the collection, use, disclosure, quality and security of personal information.  Our Centres, Clinics and Call Centres are also governed by a number of State-specific privacy laws.  

What is your personal information?

When used in this privacy policy, the term “personal information” has the meaning given to it in the Act. In general terms, it is any information that can be used to personally identify you. This may include your name, address, telephone number, email address and profession or occupation. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.  Our privacy policy covers all people who use our services or otherwise provide their personal information to us.  

For the purposes of this privacy policy, no distinction has been made between the handling of personal information and sensitive information (as that term is defined in the Act); therefore all information will be referred to as “personal information” throughout this document.

What personal information do we collect and hold?

We may collect the following types of personal information:

  • your name, address and telephone number;
  • your age or date of birth;
  • your Medicare number;
  • the name of any health service provider or medical specialist to whom you are referred, copies of any letters of referrals and copies of any reports back; and

How do we collect your personal information?

We collect your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect it in ways including:

  • by you completing one of our registration or patient information forms;
  • as disclosed by you during the course of a consultation at our Centre
  • through your access and use of our website.

We may also collect personal information from third parties including:

  • information provided on your behalf with your consent;  
  • from a health service provider who refers you to medical practitioners or allied health professionals;
  • from health service providers to whom you are referred; 
  • from third party bodies such as law enforcement agencies and other government entities.

What happens if we can’t collect your personal information?

If you do not provide us with the personal information described above, some or all of the following may happen:

  • we may not be able to provide the requested services to you, either to the same standard or at all; or
  • your treatment may be inaccurate or incomplete.

For what purposes do we collect, hold, use and disclose your personal information?

We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality of service to you.

We collect, hold, use and disclose your personal information for the following purposes:

  • to provide medical services and treatment to you, and to enable you to be attended by medical practitioners or other allied health professionals at our clinic;
  • for administrative and billing purposes; 
  • to update our records and keep your contact details up to date;
  • to process and respond to any complaint made by you; 
  • to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country;

Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy or as permitted under the Act. 

To whom may we disclose your information?

We may disclose your personal information to:

  • our employees, our medical professionals and allied health practitioners who provide medical services to you at our clinic, web hosting providers, IT systems administrators, payment processors, data entry service providers, and professional advisors such as accountants, solicitors, business advisors and consultants;
  • suppliers and other third parties with whom we have commercial relationships, for business, marketing, and related purposes; 

Direct marketing materials

We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS, and email, in accordance with all applicable marketing laws, such as the Spam Act 2003 (Cth). If, in your dealings with us, you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time you may opt-out of receiving marketing communications from us by contacting us or by using opt-out facilities provided in the marketing communications and we will then ensure that your name is removed from our mailing list.

How can you access and correct your personal information?

You may request access to any personal information we hold about you at any time by contacting us. Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). 

What is the process for complaining about a breach of privacy?

If you believe that your privacy has been breached, please contact us in accordance with the arrangements set out below and provide details of the incident so that we can investigate it.

Our procedure for investigating and dealing with privacy breaches is for the incident or complaint to be dealt with in the first instance by calling the clinic. If the issue cannot be resolved at this level, it will be escalated to the General Manager for review and resolution. 

Do we disclose your personal information to anyone outside Australia?

In relation to medicals and consultations procured or requested by our overseas clients, we may disclose your personal information to these clients in their countries of operation.  We do not otherwise disclose your personal information to overseas recipients.  In the event that we would like or are required to do so, we will obtain your consent.  

Security

We take reasonable steps to ensure your personal information is protected from misuse and loss and from unauthorised access, modification or disclosure. We may hold your information in either electronic or hard copy form. Personal information is destroyed or de-identified when no longer needed.

As our website is linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online. We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.

Contacting us

If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy, please contact our clinic. 

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 a timely and appropriate manner.

If you are unable to contact the clinic at which you received our services, you may contact us by using the following details:

PO BOX 1430 

Frankston, 3199

Changes to our privacy policy

We may change this privacy policy from time to time. Any updated versions of this privacy policy will be posted on our website.

This privacy policy was last updated on 16th February, 2024