Your Privacy, Our Priority

Introduction

At Healing Hands Health (“we”, “us”, “our”), we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, hold, use and disclose personal information (including sensitive health information) in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What kinds of personal information we collect

We may collect the following kinds of personal information:
– Identifying information such as your name, date of birth, gender, postal address, email address
and telephone number.
– Health and medical information relevant to your treatment, including medical history, clinical notes,
reports, test results and practitioner observations.
– Payment and billing information when you receive services from us.
– Technical information from your use of our website (e.g., IP address, browser type, device
information, cookies) and appointment booking systems.
– Any other information you provide to us in the course of providing services.

How we collect personal information

We collect personal information:
– when you make an appointment or complete a registration or treatment form;
– when you attend for treatment or consultation with us;
– when you contact us (by phone, email, website or in-person);
– via our website when you submit information or interact with our online booking/feedback systems;
– automatically through our website analytics and cookies;
– from third parties if you have authorised such disclosure or where permitted by law.

Purposes of collection and how we use your information

We use your personal information for purposes including:
– providing health care services and treatment to you;
– managing and administering your appointment, billing and follow-up;
– communicating with you about your care, bookings, and other matters;
– verifying your identity and managing practitioner and clinic records;
– improving our services, training staff, quality assurance and risk management;
– complying with legal and regulatory obligations;
– (with your consent) sending you marketing or promotional materials about our services and events.

Disclosure of personal information

We may disclose your personal information:
– to other health care providers or specialists (with your consent) for the purpose of coordinated
care;
– to third-party service providers (such as IT/cloud service providers, payment processors,
appointment systems) who perform services on our behalf – they will be bound to confidentiality and
restricted to use your information for that purpose;
– when required or authorised by law (for example, under health legislation, public health obligations,
court orders);
– to insurers, government agencies or accreditation bodies as required;
– in the case of sale or re-organisation of our business, your personal information may be transferred
to the new provider (in such case we will take steps to ensure continued protection of your
information).
We will not sell your personal information for marketing purposes to third parties without your
consent.

Cookies and website tracking

Our website uses cookies and similar tracking technologies to enhance user experience and to
collect anonymous usage data. This may include your IP address, browser type, pages visited, time
spent on pages and referring websites. You may disable cookies via your browser settings but note
that some website functions may not operate properly.

Overseas disclosure

Some of our third-party service providers may be located overseas. If your personal information is
disclosed overseas, we will take reasonable steps to ensure the recipient deals with your information
in a way comparable to the APPs.

Data security and retention

We will take reasonable steps to protect your personal information from misuse, interference,
unauthorised access, modification, loss or disclosure. We maintain secure storage (both electronic
and physical) and regularly review our systems.
We will retain your personal information for as long as necessary for the purposes for which it was
collected and to comply with legal/regulatory requirements or as required by health-record
legislation. After that, we will securely destroy or de-identify your information.

9. Access, correction and deletion

You have a right to request access to the personal information we hold about you, and to request
correction of inaccurate or incomplete information. If you wish to exercise these rights, please
contact us using the contact details below.
We may refuse access or correction where relevant law permits. You may also request us to delete
your personal information, subject to any legal or regulatory obligations we may have to retain it.

Marketing communications

If you have consented, we may send you marketing or promotional materials (via email, SMS or
other electronic means) about our services, special offers or news. You may opt-out of receiving
such communications at any time by following the “unsubscribe” instructions in the message or by
contacting us.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology,
legal or regulatory obligations. The “Last updated” date at the top will indicate when changes were
made. Your continued use of our services after such changes signifies your acceptance of the
updated policy.

Contact & Complaints

If you have any questions, concerns or wish to make a complaint regarding privacy or your personal
information, please contact:
Healing Hands Health
Shop 8/315 Harvest Home Rd, Wollert VIC 3750, Australia
Phone: +61 1300 337 339
Email: info@healinghandshealth.com.au
If we cannot resolve your complaint, you may raise the matter with the Office of the Australian
Information Commissioner (OAIC).