Privacy policy
1. Introduction
Your privacy and the confidentiality of your personal information are important to us. We are committed to protecting your personal information. This policy outlines the types of information we collect, how we collect, use, store and disclose that information, the circumstances under which information may be shared with third parties (with your consent), your rights to access or correct your personal information, and how you may provide feedback or make a complaint. By receiving services from West Gippsland Dental, you agree to the handling of your personal information as described in this policy. We may update this document from time to time.
2. Definitions
Consent means your permission. Consent may be expressed or implied. Express consent can be written (e.g., signing a form or sending correspondence) or verbal (e.g., giving verbal permission during a phone call or in person). Implied consent may be inferred where we reasonably conclude, based on our existing relationship, that you have given consent by taking—or choosing not to take—certain actions.
Personal information has the meaning given in the Privacy Act 1988 (Cth): information or an opinion (true or otherwise, and recorded or not) about an individual whose identity is apparent or can reasonably be ascertained.
3. Information We Collect
We collect only the personal information necessary to deliver our services. The type and amount of personal information we collect depends on your relationship with us—whether you’re an existing or prospective patient, and the extent to which you use our services. Information we may collect includes:
- • Name, address, telephone number, and email address
- • Personal details such as date of birth, age, and gender
- • Details of prior dental providers
- • Medicare number
- • Notes from service contacts, including call recordings
- • Demographic and statistical data for product development or risk assessment
- • Financial information (e.g., credit card details for payment processing)
- • Records of services used, including dates and types of services
- Sensitive information such as:
- • Medical and family medical history
- • Current dental and health assessments
- • Health insurance details
- • Medical and family medical history
4. How We Collect Your Information
We may collect personal information directly from you, including:
- • Through online forms submitted via our website
- • During consultations with our dentists
- • By email, telephone, in person, or via other correspondence
- • When you access our products or services
We may also receive personal information from third parties where you have provided consent, including:
- • Health insurers or Medicare
- • Other dental or health practitioners (e.g., if referred)
If you provide us with personal information about someone else, you must inform them that their information has been shared, that they have a right to access it, and that they can review this policy for details.
If you choose not to provide us with your personal information, we may be unable to offer you certain services or products.
5. Use and Disclosure of Your Personal Information
We use your personal information for purposes such as:
- • Providing dental and related services
- • Maintaining your records at West Gippsland Dental
- • Communicating with you about your care or services
- • Responding to your enquiries or feedback
- • Internal administrative, accounting, IT, and quality assurance functions
- • Handling complaints
- • Research, statistical analysis, and product/service evaluation
- • Managing billing, insurance claims, and payment collection
- • Reminders for appointments or follow-up treatments
- • Complying with legal and regulatory obligations
When you contact us via online forms or email, we use that information to respond appropriately. We may also retain your contact details for future reference.
5.1 Disclosure to Third Parties
To support the delivery and administration of our services, we may disclose your information to third parties, such as:
- • Your nominated emergency contact
- • Government or regulatory authorities (e.g., Medicare)
- • Auditors or professional advisers
- • Other health professionals involved in your care (e.g., referrals, second opinions)
- • Health insurers (limited to claim-relevant details)
- • Contractors or service providers acting on our behalf
- • In accordance with legal requirements (e.g., court orders, subpoenas)
If your personal information is transferred outside Australia, we will take reasonable steps to ensure the recipient complies with applicable privacy obligations.
5.2 Direct Marketing, Feedback & Surveys
We may contact you to provide information about our services, seek feedback, or invite you to participate in surveys. Contact methods may include email, SMS, phone, or mail.
By using our services, you consent to receiving such communications unless you opt out. You can withdraw your consent at any time by contacting us (see contact details below). We will action your request within five business days.
Opting out of marketing does not affect communications necessary to manage your care or account (e.g., reminders, invoices).
6. Handling and Storage of Personal Information
We take reasonable precautions to safeguard your personal information from misuse, loss, and unauthorised access, modification or disclosure. We comply with the Australian Privacy Principles and relevant privacy laws.
Information is accessed only by authorised staff for the purposes of delivering and administering services to you.
We retain your personal information for as long as necessary to provide services and meet legal obligations. When no longer required, your data will be securely destroyed or de-identified, unless retention is required by law.
7. Access, Amendment and Correction of Information
7.1 Access to Your Information
You may request access to your personal information at any time by contacting us. We will aim to respond within a reasonable timeframe and provide access in your requested format if reasonable.
In limited circumstances, access may be refused, including where:
- • The information no longer exists
- • Disclosure would unreasonably affect the privacy of others
- • The request is frivolous or vexatious
- • The information is subject to legal privilege or proceedings
- • Disclosure would be unlawful or prejudicial to law enforcement
- • It would pose a serious threat to health or safety
- • It would reveal sensitive commercial decision-making processes
If access is refused, we will provide a written explanation. If you have concerns, refer to Section 13 for more information.
We may charge a reasonable fee to recover administrative costs (e.g., copying, retrieval), but not for making a request.
7.2 Correcting Your Information
To ensure your records are accurate, please notify us if any information is incorrect or outdated. We will update your records within a reasonable time.
7.3 Cookies and Analytics
Our website uses cookies and analytics tools to collect data about usage patterns, peak times, and page popularity. This helps us improve the user experience.
A cookie is a small data file placed on your device. Cookies do not identify you personally. You may configure your browser to accept or reject cookies, but some website features may not function properly without them.
8. Website Security
We prioritise the protection of your privacy, but please note that online communications (including forms and emails) are not always secure. If you are concerned about sending sensitive information, please contact us by phone.
Our website may contain links to third-party sites. We are not responsible for the privacy practices of other websites. Use caution when disclosing personal information to external sites.
We collect standard traffic data (aggregate only) for site administration and performance monitoring. This data does not personally identify individual users.
9. Changes to This Policy
This Privacy Policy may be updated periodically to reflect changes in law, practice, or our services. We encourage you to review it regularly.
10. Contact Us
If you have any questions, concerns, requests to access or correct your personal information, or complaints about privacy, please contact:
West Gippsland Dental
[email protected]
03 5644 1323
We are committed to resolving any privacy concerns in a timely and respectful manner.
