Privacy Policy

1. What Information We Collect

We collect personal information that is necessary to provide our healthcare services, including:

• Name, date of birth, contact details (phone, email, address)
• Medicare number and health fund details (where applicable)
• Medical history, current medications, symptoms, and health goals
• Consultation notes, treatment plans, and prescriptions
• Payment information (processed securely via our payment provider)
• Technical data such as IP address and browser type when you use our website

2. How We Collect Your Information

We collect personal information directly from you when you book a consultation, complete a patient intake form, communicate with our team, or use our patient portal. We may also receive information from your GP or other treating practitioners where you have authorised this.

3. How We Use Your Information

We use your personal information to:

• Provide and manage your healthcare consultations and treatment
• Issue and manage prescriptions and medication orders
• Communicate with your GP or other practitioners (with your consent)
• Process payments and manage your account
• Comply with our legal and regulatory obligations under Australian law
• Improve our services and patient experience (in de-identified form only)

We do not use your health information for marketing purposes without your explicit consent.

4. Disclosure of Your Information

We may share your personal information with:

• Our AHPRA-registered practitioners and clinical staff
• Our recommended pharmacy, for dispensing and delivery of medications
• Your nominated GP or treating practitioners (with your consent)
• Our secure technology and booking platform providers, under strict data processing agreements
• Government or regulatory bodies where required by law

We will never sell your personal information to third parties.

5. Health Information

Your health information is sensitive personal information under the Privacy Act. We handle it with the highest level of care and only disclose it in the circumstances described above or as required by law.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access. Our systems use industry-standard encryption (SSL/TLS) for data in transit and at rest. Access to patient records is restricted to authorised clinical and administrative staff.

7. Your Rights

You have the right to access, correct, or request deletion of your personal information (subject to our legal obligations). To exercise any of these rights, call us on 03 9115 2924 or email clinic@totalholistic.com.au.

8. Retention of Records

We are required by law to retain health records for a minimum of 7 years from the date of last treatment (or until a patient turns 25, whichever is later). After this period, records are securely destroyed.

9. Cookies & Website Data

Our website uses cookies and similar technologies to improve your browsing experience and analyse site traffic. You can disable cookies through your browser settings, although this may affect some website functionality.

10. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be published on this page with the date of last update.

11. Contact & Complaints

If you have any concerns about how we handle your personal information, please contact us by email at clinic@totalholistic.com.au, or call 03 9115 2924.

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