Privacy Policy

1. Introduction

Better Health Group (ABN: 62 676 639 759) ("we", "us", "our", or "the clinic") is committed to protecting your privacy and ensuring you have a positive experience on our website and when using our services. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect personal information in the following ways:

• Direct collection: When you book an appointment, contact us, or complete forms on our website
• During consultations: Medical history, health information, contact details, and appointment records
• Website usage: Cookie data, IP addresses, and browsing patterns (non-identifying)
• From third parties: With your consent, information from referrers such as GPs

3. Types of Personal Information

We collect and hold the following types of personal information:

• Name, email address, phone number, and postal address
• Date of birth and gender
• Health information including medical history, diagnoses, treatments, and therapy progress
• Insurance details and health fund information
• Payment information (processed securely)
• Photographs or medical images (where relevant to treatment)

4. How We Use Your Information

We use your personal information for the following purposes:

• Providing healthcare services and treatment
• Scheduling and confirming appointments
• Communicating with you about your care
• Processing payments and insurance claims
• Maintaining accurate health records
• Complying with legal and regulatory obligations
• Improving our services (where you've consented to marketing communications)

5. Disclosure of Information

We may disclose your personal information in the following circumstances:

• With your consent: To referrers (such as your GP) or other healthcare providers
• Health fund providers: To process insurance claims and rebates
• Required by law: When legally required to disclose information
• Service providers: To contractors assisting with booking, payment processing, or administration (under confidentiality agreements)

We do not sell or rent your personal information to third parties. We do not disclose information to external marketers without your explicit consent.

6. Data Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. Our security measures include:

• Secure storage of physical records in locked facilities
• Password-protected electronic systems
• Encrypted data transmission where applicable
• Restricted access to personal information (staff only as required)

However, no method of transmission over the internet or electronic storage is completely secure. While we strive to protect your information, we cannot guarantee absolute security.

7. Health Information and Sensitive Data

We handle health information in accordance with the Privacy Act and Australian Privacy Principles. Health information is collected only with your consent and is used primarily for providing healthcare services. We take extra precautions to protect this sensitive information.

8. Access and Correction

You have the right to request access to your personal information held by us and to request corrections if information is inaccurate, incomplete, or outdated. To make an access or correction request, please contact us in writing.

We will respond to your request within 30 days or as required by law. A small administrative fee may apply to cover copying and postage costs.

9. Retention of Information

We retain personal and health information for as long as necessary to provide services and comply with legal obligations. In general:

• Health records are retained for a minimum of 5 years after the last treatment
• Financial records are retained according to tax law requirements
• Other personal information is retained only as long as needed

10. Complaints

If you have a concern about your privacy or how we handle your personal information, please contact us. We will investigate and respond to your complaint within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by updating the date at the top of this page and, if required, by directly notifying you.