Last reviewed: 17/11/2025

(1) Introduction

Health Balance Geelong (“we”, “us”, “our”) is committed to protecting the privacy of our patients and website visitors. We provide osteopathy, acupuncture and Chinese medicine from our clinic at 306A Pakington Street, Newtown, Geelong, VIC 3220. For general enquiries: 03 5221 5751 or info@healthbalance.net.au

This policy explains how we collect, use, store, disclose and manage your personal and health information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the obligations of regulated health practitioners, and AHPRA guidance.

(2) What personal information we collect

We collect only what is reasonably necessary to provide safe, effective care and to run our practice. This may include –

• Identification details: name, date of birth, address, phone, email.
• Clinical and health information: medical history, medications, allergies, clinical notes, treatment records, diagnosis, imaging and test results, consent forms.
• Appointment, billing and administrative information: appointment dates/times, invoices, payments, Medicare/DVA/Health Fund Privacy details where applicable.
• Communications: emails, SMS, telehealth consultation recordings or notes, referral letters.
• Marketing preferences and consent for communications.

• Photos/images: only with explicit consent (see section 9)

• Website data: IP address, device/browser info and cookies when you visit our website (see Section 12).

We may also collect limited information about children when accompanying parent/guardian consents and for treatment of minors. Examples and scope follow best practice for allied health clinics.

(3) How we collect your information

Information is collected: 

• directly from you (forms, online bookings, telephone, SMS, email, in-person consults);
• from your authorised representative or referrer (GPs, other health practitioners);
• from third-parties with your consent (specialists, hospitals, allied health providers);
• via our website (contact forms, cookies) and online booking systems; and
• in exceptional circumstances, from legal or other sources as permitted by law.

We avoid collecting highly sensitive information unless required for clinical care, and where we do, we will request explicit consent.

(4) Why we collect, hold and use your information

We use your information to:

• provide clinical care, treatment and follow-up;
• communicate appointment reminders and practice information;
• bill and process payments, Medicare or insurer claims where applicable;
• manage the clinic, maintain records and for quality assurance and clinical audit;
• comply with legal and regulatory obligations (including notifications to AHPRA/Boards where required); and
• where you have consented, for marketing or educational communications.

We will only use personal information for purposes that are related to the primary purpose of collection or for purposes you have consented to. AHPRA and Medical Board guidance requires practitioners to keep comprehensive and private health records; our record-keeping practices reflect this obligation.  

(5) Disclosure and third parties

We may disclose personal information to:

• other healthcare providers and specialists for continuity of care (with your consent where required);
• third-party service providers who support our operations (practice management software, appointment systems, email/SMS providers, payment processors, cloud backup providers);
• insurers, Medicare or other government agencies when required;
• external consultants or legal/regulatory authorities when required by law.

Where we use third parties, we take reasonable steps (contracts, security checks) to ensure they handle information in compliance with Australian privacy standards.

(6) Storage, security and retention

We store records in secure electronic practice management systems and, where applicable, locked physical files. We implement administrative, technical and physical safeguards to protect information (passwords, access controls, encryption, staff training).

Retention: We retain clinical records for the legally recommended period, generally at least 7 years from the last date of consultation for adults (longer for children and special circumstances), consistent with common practice in allied health and AHPRA guidance. If we close or transfer the practice, we will inform patients about how to access records or how records will be archived/transferred.  

(7) Access, correction and complaints

You may request access to your personal and health information (in writing). We will respond within a reasonable period and may charge a reasonable administrative fee for copying where applicable. We may refuse access in limited circumstances permitted by law (e.g., where access would prejudice a third party). If you believe information is incorrect, request correction and we will take reasonable steps to amend our records.

If you have privacy concerns, please contact our Privacy Officer:
Attention: Privacy at Health Balance Geelong
Email: info@healthbalance.net.au
Phone: 03 5221 5751

(8) Legal disclosures and notifications

We may disclose personal information where required by law (court orders, statutory obligations), or where necessary to prevent a serious threat to life, health or safety. We may also be required to provide information to regulatory bodies (AHPRA, National Boards) for investigation or disciplinary processes in accordance with the National Law.

(9) Images, social media and marketing

• Photos/Images: We will only take or use photographs or videos for clinical/marketing purposes with your explicit consent. You may withdraw consent at any time, if an image has already been published online, we will make reasonable efforts to remove it.
• Social media: If you communicate with us via social media (e.g., Instagram, Facebook), these platforms are public. Therefore, do not share personal health details in public posts. If you message us privately on social media, our practitioners may respond briefly or invite you to contact the clinic directly, private social media messages may be captured as part of your clinical record if they relate to your care. We are not responsible for the privacy practices of social media platforms, please review their policies.
  
  

(10) SMS, email and electronic communications

We may send appointment reminders, invoices and practice updates by SMS or email. By providing contact details you consent to receiving such communications. You may opt out of marketing emails at any time by following unsubscribe instructions. For sensitive information, we will use more secure channels or obtain your explicit consent.

(11) Telehealth

For telehealth consultations we will use secure platforms where possible. Telehealth sessions may involve recording of session notes in your file and may use third-party providers. Obtain clinician consent and follow clinician guidance if you join from a shared device or public location.

(12) Website, cookies and analytics

Our website may use cookies and analytics to improve user experience (e.g., Google Analytics, booking widgets). Cookies do not typically identify you personally, you can disable cookies via your browser settings but some site functions may be affected. We do not collect health information just by visiting our site; personal information is collected only when you enter it (booking forms, contact forms).

(13) Minors and guardianship

For patients under 18 years old we will seek consent from a parent or legal guardian for treatment and collection/use of health information. Parents/guardians may access child records unless doing so would place the child at risk or be inappropriate, in such circumstances access requests will be handled in line with applicable law and professional guidelines.

(14) Changes to this policy

We may update this policy to reflect changes in law, technology or clinic practice. The current version will be posted on our website with the effective date. Significant changes will be communicated to patients where required.

(15) How to contact us

Health Balance Geelong
Email: info@healthbalance.net.au
Phone: 03 5221 5751
Address: 306A Pakington Street, Newtown, Geelong, VIC 3220.

(16) External contacts and further information

• Australian Health Practitioner Regulation Agency (AHPRA) privacy & record guidance.
• Office of the Australian Information Commissioner (OAIC) privacy complaints and guidance.
• Acupuncture & Chinese Medicine industry body privacy examples (AACMA) and industry privacy practice.