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1. Collection Of Personal Information 

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1.1 Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include names, addresses, email addresses, phone, and facsimile numbers.

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1.2 This Personal Information is obtained in many ways including correspondence, by telephone and facsimile, by email, via our website www.bawbawlymphoedema.com.au and our online booking system and from third parties. We don’t guarantee website links or policy of authorised third parties.

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1.3 We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing.

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1.4 We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

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1.5 When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

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2. How we collect your Personal Information 

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2.1 We collect personal and health information in a variety of ways including directly from you, personally and electronically, from Third parties and when you access our website. This is to ensure we have accurate details to provide you with the best possible care.

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2.2 Collecting personal information directly from you

• When you complete patient registration forms, either online or in person.

• During consultations, assessments, and treatments when you share information about your health history, symptoms, or lifestyle factors.

• Through phone calls, emails, or other communications with our clinic.

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2.3 Collecting personal information from your healthcare providers (with your consent)

• Referral letters, medical histories, test results, imaging reports, or treatment notes provided by your GP, specialist, or other allied health professionals.

• Discharge summaries or correspondence from hospitals and other health services involved in your care.

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2.4 Collecting personal information through health fund and payment processes

• When processing claims with Medicare, private health insurers, or other funding bodies (e.g., TAC, WorkCover, DVA).

• When collecting payment details to manage billing and accounts.

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2.5 Collecting personal information via our website or online booking systems

• Information you provide when booking appointments, submitting online forms, or signing up for clinic updates.

• Non-identifiable information (such as IP address, browser type, and website usage statistics) may be collected automatically for website functionality and to help us improve our services.

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2.6 When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

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3. Personal Information We Collect

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3.1 We may collect the following types of information:

• Your name, date of birth, contact details, and emergency contact information.

• Health information such as medical history, referral notes, treatment records, and relevant test results.

• Payment details and health fund information (if applicable).

• Any other information necessary for your treatment and care. 

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4. Use of Personal Information

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4.1 We collect your personal and health information so that we can provide you with safe, effective, and individualised care.

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4.2 Specifically, we collect information to:

• Deliver high-quality healthcare

  • Assess your condition, medical history, and current needs.

  • Develop, deliver, and monitor personalised treatment and rehabilitation programs.

  • Coordinate your care with other health professionals involved in your treatment (with your consent).

• Support continuity of care

  • Maintain accurate health records for future consultations and follow-up appointments.

  • Track your progress and adjust your treatment plan as needed.

• Communicate with you

  • Confirm and manage your appointments.

  • Provide information about your treatment, exercises, or self-management strategies.

  • Contact you regarding updates to your care, test results, or administrative matters.

• Administrative and financial purposes

  • Process payments and manage accounts.

  • Handle health fund, Medicare, WorkCover, TAC, or DVA claims.

  • Maintain internal records required for clinic operations.

• Legal, ethical, and professional obligations

  • Meet reporting requirements set by law or regulatory authorities.

  • Ensure compliance with professional standards of practice. 

  • Safeguard your health and safety, including in emergency situations.

• Quality improvement and clinic management

  • Use de-identified information to review and improve our services.

  • Train staff and practitioners to deliver consistent, high-quality care.

 

4.3 We only collect information that is reasonably necessary for these purposes. We do not collect information we do not need, and we will never use your information for unrelated purposes without your consent.

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5. Sensitive Information

 

5.1 Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

 

5.2 Sensitive information will be used by us only:

•           For the primary purpose for which it was obtained

•           For a secondary purpose that is directly related to the primary purpose

•           With your consent; or where required or authorised by law.

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6. Disclosure of Personal Information

 

6.1 We respect the confidentiality of your personal and health information. We will only disclose your information when it is necessary for your care, required by law, or when you have provided consent.

 

6.2 Your information may be disclosed to:

• Other healthcare providers involved in your care

  • GPs, specialists, hospitals, or allied health professionals (e.g., physiotherapists, occupational therapists, dietitians, psychologists) when collaboration is required for your treatment.

• Funding and insurance bodies

  • Medicare, private health insurers, WorkCover, TAC, DVA, or other agencies where information is needed to process claims or authorise treatment.

• Legal or regulatory bodies

  • Where disclosure is required by law, such as under court order, mandatory reporting obligations, or to protect against a serious threat to your health, safety, or the public.

• Administrative and IT service providers

  • Third parties who provide secure storage, practice management software, or billing support, strictly for the purpose of running our clinic. These providers are required to protect your information and comply with privacy standards.

6.3 We will not sell, rent, or trade your personal information to any third party.

 

6.4 Wherever possible, we will seek your consent before sharing your information.

 

6.5 In cases where urgent disclosure is necessary (e.g., medical emergency or legal requirement), we will ensure it is limited to what is reasonably required.

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7. Access to your Personal Information

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7.1You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing. We will take all reasonable steps to provide access to your information within seven (7) days of your request.

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7.2 If we are unable to provide access within this timeframe, we will let you know the reason and provide an alternative time frame. In some circumstances, access may be restricted or denied where required by law or where providing access would pose a serious threat to the health, safety, or privacy of another individual.

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7.3 Baw Baw Lymphoedema will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

 

7.4 In order to protect your Personal Information we require identification from you before releasing the requested information.

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8. Security of Personal Information

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8.1 Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

 

8.2When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

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9. Maintaining the Quality of your Personal Information

 

9.1 It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete, and up to date.

 

9.2 If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

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10. Third Parties

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10.1 Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

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11. Website and Online Bookings

 

11.1If you use our website:

• We may collect non-identifying information such as browser type, IP address, and website usage statistics to improve our services.

• If online booking or forms are used, personal information you provide will be handled with the same care as in-clinic records.

• Our website may contain links to external sites. We are not responsible for the privacy practices of those sites.

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12. Policy Updates

 

12.1 This Policy may change from time to time and is available on our website.

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13. Privacy Policy Complaints and Enquiries

 

13.1 If you have any queries or complaints about our Privacy Policy, please contact us at:

Suite 2, 22-26 Princes Way Drouin, Victoria, Australia, 3818 or

4 High Street Bunyip, Victoria, Australia, 3815.

admin@bawbawlymphoedema.com.au

03 56251631

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Please exit the site immediately if you do not agree to the terms of this Privacy Policy or any revised policy.

Baw Baw Lymphoedema 

Last modified 17th September 2025

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