Privacy Policy

Advanced Performance Clinic Pty Ltd (ABN 62 696 381 825), of PO Box 6006, Townsville, QLD, 4810 (we, us, our), is committed to protecting the privacy of your personal and health information. This policy explains how we collect, hold, use and disclose that information.

We comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). Because we handle health information, we also comply with any health privacy laws that apply in the states and territories where our patients are located. A copy of the APPs is available from the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Anonymity and pseudonymity

Due to the nature of the health services we provide, it is generally impracticable for us to deal with individuals who have not identified themselves. Accurate identification is required to ensure the safety and continuity of clinical care, to comply with our legal and professional obligations under applicable health legislation, and to meet the requirements of Medicare and private health insurance billing.

The information we collect

Personal information includes your name, date of birth, address, email, phone number, and payment details.

Health information is a type of sensitive information. It may include your medical history, current symptoms, medications, allergies, family history, pathology and test results, diagnoses, clinical notes, referrals, care plans, consultation records and metadata (such as the date, time and channel of a consultation), and any Medicare or private health fund claim information. Health information is far more than your name and email. We collect it only with your consent or where otherwise permitted by law.

How we collect information

We collect information directly from you, through our website, our intake questionnaire, your consultations, and your communications with us. Where reasonable and practicable, we collect personal information only from you. In some circumstances we may collect it from a third party (for example, a pathology provider or your treating practitioner) with your consent or as permitted by law.

From time to time, we may receive personal or health information that we did not solicit. Where we receive unsolicited personal information, we will promptly assess whether that information is of a kind we could have collected under our standard collection practices.

Why we collect and how we use your information

We collect, hold and use your information for the primary purpose of providing telehealth consultations and related care. We also use it for directly related secondary purposes you would reasonably expect. These include billing, administration, quality and safety, and meeting our legal and professional obligations. Any treatment is a clinical decision made by your treating practitioner. A consultation does not guarantee that any treatment will be prescribed.

Direct marketing

We will only send you marketing communications where you have given express consent. We will never use your health information to target marketing. Every marketing message includes a simple way to opt out. You can withdraw your consent at any time by contacting us.

Disclosure of your information

Your information may be disclosed to:

• your treating practitioner and our care team, for the purpose of your care;
• a pharmacy of your choice, where a prescription is issued and you ask for it to be dispensed;
• pathology providers and other healthcare providers involved in your care, with your consent;
• our service providers (such as our telehealth video platform and secure IT providers) under confidentiality obligations; and
• others where required or authorised by law.

Overseas disclosure

We aim to store and process your information in Australia. Some of our service providers may store or process data overseas, for example cloud hosting, secure IT infrastructure, or our telehealth video platform. Before any of your information is disclosed to an overseas recipient, we take reasonable steps to ensure it is handled consistently with the APPs. We will seek your consent before an overseas transfer where the APPs require it. We will identify the relevant countries in our collection notices where practicable.

Government and healthcare identifiers

We may collect government-related identifiers such as your Medicare number or Individual Healthcare Identifier (IHI). We collect them only where reasonably necessary to carry out our functions, and we will not use or disclose them except as permitted by law. We do not use these identifiers as our own reference for you.

Telehealth privacy

We verify your identity before each consultation. Consultations are conducted in private, and we will tell you who is present. If we consider telehealth is not suitable for your needs, your practitioner may recommend in-person assessment, a GP review, a specialist referral, further investigation, urgent care, or no treatment. In an emergency, call 000.

Automated tools and artificial intelligence

We may use automated tools, including artificial intelligence, to support administration or to organise information. No prescribing or final clinical decision is ever made without review by a qualified practitioner.

Cookies and tracking

Our website uses cookies and similar technologies to operate the site, understand usage, and improve your experience. Browsing health-related content can reveal sensitive interests. You can control cookies through your browser settings and through any consent banner we display.

My Health Record

We do not upload information to your My Health Record unless you ask us to and provide the necessary consent. You control access to your My Health Record through your own account.

Security of your information

We store your information in a manner that reasonably protects it from misuse, interference, loss, and unauthorised access, modification or disclosure. We use appropriate technical and organisational measures to do this.

Data breaches

We comply with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth). If a data breach is likely to result in serious harm, we will notify you and the OAIC as soon as practicable, and within 30 days of becoming aware of the breach.

How long we keep your information

We retain clinical records in line with our professional obligations and any applicable state or territory health records law. As a general standard, we keep an adult's clinical record for at least 7 years from the date of the last entry in that record. For a person who was under 18 when we last provided care, we keep the record until they turn 25. When a record is no longer required and the law permits, we securely destroy or de-identify it.

Accessing and correcting your information

You may request access to, and correction of, the personal information we hold about you, subject to certain exceptions. To protect your privacy we may require identification before releasing information. We do not charge to make a request, but we may charge a reasonable administrative fee for providing access.

Complaints and enquiries

If you have a question or complaint about how we handle your information, please contact us at [email protected]. If you are not satisfied with our response, you may contact the OAIC at www.oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version is always available on our website.