Complete Health Australia is committed to protecting the privacy of our patients. This policy explains how we collect, use, store and share your personal and health information, and how you can access it or raise a concern.
As a health service provider in New South Wales, we are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and by the Health Privacy Principles in the Health Records and Information Privacy Act 2002 (NSW). A copy of these principles is available at reception.
What information we collect
To provide safe, quality care we keep a health record for each patient. This may include:
- Personal details such as your name, address, date of birth, phone number and email address
- Medicare, Department of Veterans’ Affairs, health care card, pension or private health fund details
- Your medical history, current medications and treatments, and relevant family history
- Notes made during your consultations
- Results and reports from other health service providers
- Referrals to and from other health service providers
How we collect it
We usually collect information directly from you, for example when you book an appointment, complete registration forms or attend a consultation. We may also receive information from your referring doctor, other health professionals involved in your care, hospitals, or a family member or carer with your consent.
Enquiries through our website
If you contact us through a form on our website, the details you provide are sent to our reception team by email so they can respond. Please only include the information we need to help with your enquiry. If your question involves detailed medical information, we recommend calling us on (02) 8530 1800.
How we use your information
We collect, hold, use and disclose your personal information to:
- Provide medical services and treatment, including care from other medical practitioners and allied health professionals at our clinics
- Manage appointments, administration and billing
- Keep your records and contact details up to date
- Send reminders and recalls for follow-up appointments, tests and screening
- Respond to your enquiries and provide information about our services
- Respond to complaints
- Meet our obligations to our medical defence organisations and insurers
- Comply with the law, including court orders and requests from regulators
- Support research and quality improvement, including clinical trials, where you have given your consent
Who can see your information
Your health record is accessed by your treating practitioner and, where needed, other practitioners at Complete Health Australia, for example if your usual practitioner is unavailable. Our administrative staff may also handle your record to run the practice. All staff are bound by strict confidentiality requirements as a condition of their employment.
Sometimes we need to share information with other organisations, such as hospitals where you are having a procedure, pathology and imaging providers, or our IT providers. Any organisation that provides services to us must protect your information in line with the Privacy Act and is bound by a confidentiality agreement.
We will not disclose your health information without your consent, except where we are permitted or required to by law, for example under a subpoena or where there is a serious threat to someone’s life, health or safety.
How we protect your information
Electronic records are stored securely, protected by passwords and accessible only to authorised staff. Paper records are kept in secure storage that only practice staff can access. We review our security practices regularly.
Information stored outside Australia
Some of the systems we use, such as email and cloud-based software, may store or process information outside Australia. Where this happens we take reasonable steps to make sure your information is protected. If you choose email as your preferred way to contact us, your information may be sent offshore.
Our website
We use Google Analytics to understand how visitors use our website so we can improve it. This collects information such as the pages you visit and the type of device you use, but does not identify you personally. Our website contains links to other websites, and we are not responsible for their privacy practices.
Accessing and correcting your information
You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date or incomplete. Please contact our Practice Manager in writing. We will respond within a reasonable time, usually 30 days, and will explain if there is any reason we cannot give you access.
Making a complaint
If you have a question or concern about how we handle your information, please speak with your doctor, our Practice Manager or our reception team. Formal complaints should be made in writing, addressed to the Practice Manager and marked private and confidential. We aim to resolve complaints within 60 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at www.oaic.gov.au, or the NSW Information and Privacy Commission on 1800 472 679 or at www.ipc.nsw.gov.au.
Contact us
Practice Manager
Complete Health Australia
Phone: (02) 8530 1800
Email: admin@completehealthaustralia.com.au
Changes to this policy
We may update this policy from time to time. The current version is always available on this page.
Last updated: October 2026