Privacy

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Effective Date: 12/12/2025
Last Updated: 12/12/2025

Calen Health (“we”, “us”, “our”) is committed to protecting the privacy and security of your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable state and territory health records legislation.

This Privacy Policy outlines how we collect, store, use, disclose, and protect your personal information when you attend our physical clinics in Western Australia (and other states as we expand), or access our telehealth and related digital health services.

1. Collection of Personal Information

We collect personal information directly from you when you:

• book appointments online, by telephone, or in-person,
• attend a consultation, telehealth or face-to-face,
• submit a form or enquiry,
• use our website, patient portal, or digital systems.

The type of information we may collect includes:

• Full name, date of birth, address, phone number, email, Medicare details;
• Medical history, symptoms, prescriptions, treatment plans;
• Diagnostic results (e.g., pathology, imaging);
• Payment and private health insurance details;
• Video or audio call data for telehealth consultations (not recorded unless agreed).

Where reasonable and practical, we collect personal information directly from you, except where:

• you provide consent for someone else to act on your behalf (e.g., carer, guardian),
• information is received from another health provider for continuation of care,
• required by law.

2. Use of Third-Party Digital Health Platforms (Best Practice & Automed)

Calen Health uses Best Practice for clinical records and patient management, and Automed for bookings and communications.

Where your information is stored in, processed by, or transmitted through these platforms:

• We defer to the privacy policies and data governance responsibilities of Best Practice and Automed.
• Both platforms assume responsibility and liability for privacy breaches that arise from their systems, software, infrastructure, or security mechanisms.
• Calen Health assesses these providers to ensure they meet Australian digital health compliance standards.

3. How We Use Personal Information

We use your information to:

• provide healthcare services, including telehealth,
• coordinate care with other health professionals,
• manage appointments, invoicing, Medicare, and insurance claims,
• inform you of follow-up care, recalls, reminders, or health alerts,
• improve service quality and safety,
• comply with statutory or regulatory obligations.

We do not sell personal information to third parties.

4. Consent and Anonymity

You may remain anonymous or use a pseudonym unless identification is required by:

• Medicare and insurance billing,
• safety concerns,
• legal or clinical requirements.

You may withdraw consent for non-essential communications at any time.

5. Website, Digital Tracking & Cookies

When using our website or digital platforms, we may collect:

• website analytics, device type, IP address and browsing behaviour,
• feedback or enquiry submissions.

You may disable cookies through your browser settings; however, some features may not function.

6. Cross-Border Disclosure

We do not routinely disclose personal information outside Australia.
If a third-party service (e.g., cloud providers) stores data offshore, we will:

• notify you when known,
• take reasonable steps to ensure APP compliance.

7. Secure Storage of Personal Information

We store information in:

• Best Practice clinical software,
• Automed booking and communication platforms,
• secure on-premise or cloud-based infrastructure approved for Australian medical records.

We protect personal data using:

• multi-layered authentication,
• role-based access controls,
• encryption standards,
• secure transmission of health data.

All Calen Health staff receive compulsory privacy and confidentiality onboarding and ongoing compliance training.

Your records are retained according to Australian legislative requirements.

8. Access and Correction

You have the right to request:

• access to your personal or health record,
• correction of inaccurate or incomplete information.

Requests can be made by email or in writing to:
privacy@calenhealth.com.au

A small administrative fee may apply for printed copies.

9. Disclosure to Other Parties

We may disclose your information to:

• specialists, allied health providers, hospitals, pathology or diagnostic services,
• Medicare, insurers, or compensation bodies,
• guardians, carers, or legal representatives (with consent),
• regulators where required by law (e.g., public health, subpoena).

10. Children and Minors

For patients under 18, we may collect information from parents or legal guardians unless:

• the minor is deemed mature enough to consent,
• withholding information would compromise care or safety.

11. Data Breaches

Calen Health follows the Notifiable Data Breaches Scheme.
We will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) when a breach is likely to result in serious harm.

Where breaches are caused by Best Practice or Automed platform failures, they assume responsibility and liability as per their own privacy and data governance policies.

12. Complaints

If you feel your privacy has been breached, please contact:
Privacy Officer – Calen Health
Email: support@calenhealth.com.au

You may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

13. Updates to This Policy

We may update this policy to reflect:

• changes in law,
• changes in clinical practice or technology,
• expansion into new Australian states or territories.

The most current version will always be available upon request or on our website.

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