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Privacy Policy

Privacy Policy – How We Protect Your Personal and Health Information

1. What Personal Information We Collect

We collect personal information that is reasonably necessary for providing you with high-quality dental care. This may include:

  • Full name, date of birth, gender
  • Address, email, phone number(s)
  • Medicare or private health insurance details
  • Dental and medical history
  • Referrals, treatment records, and test results
  • Payment and billing information
  • Emergency contact details
  • Languages spoken or interpreter needs

We may also collect sensitive information, such as medical or health history, only with your consent, or as authorised or required by law.

2. How We Collect Your Information

We collect personal information in a variety of ways, including when you:

By completing our online forms or surveys, including those accessed via Facebook or other social media platforms, you consent to the collection and use of your information as outlined in this policy.

  • Complete new patient or medical history forms
  • Schedule or attend appointments
  • Communicate with us via phone, SMS, email, or through our website
  • Submit enquiries, feedback, or reviews

Interact with us on social media platforms (e.g. Website, Facebook, Instagram, RedNote (Xiaohongshu), WeChat), such as sending direct messages, booking appointments via integrations, or responding to promotions or surveys

3. How We Use Your Information

We use your personal information for purposes including:

We comply with our obligations under the Health Records Act 2001 (Vic) and the Australian Privacy Principles (APPs).

  • To provide dental care and treatment
  • To manage our administrative and billing systems
  • To communicate with you (e.g. appointment reminders, results, updates)
  • To liaise with other health professionals (e.g. referrals)
  • To meet legal, regulatory, and accreditation obligations

We will not use your personal information for direct marketing unless you have provided consent, and you may opt out at any time.

Participation in surveys or promotions is optional. Any marketing communication will only be sent with your explicit consent, and you may opt out at any time.

4. Disclosure of Personal Information

We may disclose your information to:

If any of your information is stored or processed overseas (e.g. through cloud storage providers), we ensure appropriate safeguards are in place to protect your data in accordance with Australian privacy laws.

Other health professionals involved in your care

  • Laboratories, imaging services, or specialists
  • Medicare, private health insurers, or billing agencies
  • Government regulators (e.g. AHPRA, Department of Health)
  • IT providers or practice management software vendors under strict confidentiality
  • Emergency services, if necessary for your health or safety
  • We do not sell or rent your personal information to any third parties.

5. Storage and Security of Information

We store your personal and health information securely in digital formats. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access or disclosure. Measures include:

We retain health records in accordance with applicable legislation, generally for a minimum of 7 years from the last date of service.

  • Secure electronic medical record systems
  • Password-protected databases and limited staff access
  • Locked storage for paper records (if any)
  • Staff training on privacy and confidentiality

When no longer required, records are securely destroyed or de-identified in accordance with legal retention periods.

6. Access and Correction

You have the right to access or request correction of your personal information held by us.

If you wish to view or update your details, simply contact our clinic team. We may need to verify your identity before providing access. In limited cases, a small administrative fee may apply.

If we are unable to fulfil your request (e.g. due to legal restrictions), we will let you know the reasons in writing.

7. Website and Digital Communications

When you visit our website, we may collect non-identifying information such as:

We use cookies and similar technologies to enhance user experience, monitor site performance, and for analytical purposes. You may disable cookies through your browser settings, but this may affect website functionality.

  • Browser type, IP address, pages visited
  • Cookies for functionality and analytics
  • You can opt out by adjusting your browser settings.

If you contact us via email, website forms, or social media, we take steps to protect any personal information shared through those channels.

8. Multilingual Care

We are proud to offer dental services in multiple languages to ensure culturally sensitive care. Interpreter services can be arranged upon request, and any personal or health information collected through interpreters will be handled with the same strict confidentiality and security standards.

9. Data Breaches

In the event of a data breach involving personal information that is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches (NDB) scheme.

10. Complaints and Feedback

If you believe your privacy has been breached or are dissatisfied with how we handled your personal information, you may:

Contact our clinic team.

Lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992

We take all complaints seriously and will investigate promptly.

11. Policy Updates

We may update this policy to reflect changes in legislation or clinic operations. The latest version will always be available at reception and on our website.