Privacy Policy

Reviewed: 04/06/2026

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Introduction

This Privacy Policy explains how your personal information, including health information, is collected, stored, used, and shared by Narre Warren Clinic.

Narre Warren Clinic is bound by the Privacy Act 1988, the Australian Privacy Principles (APPs), and relevant Victorian health privacy laws.

Why and When Your Consent Is Necessary

When you register as a patient, you provide consent for our General Practitioners (GPs) and practice staff to access and use your personal information to provide you with the best possible healthcare.

Only staff members who require access to your information are able to view it through secure electronic systems using individual login credentials.

If we need to use your information for any purpose other than providing healthcare services, we will seek your additional express consent.

Why Do We Collect, Use, Hold, and Share Personal Information?

Our primary purpose for collecting and handling your information is to manage your healthcare and medical needs.

We may also use your information for related business activities, including:

• Financial claims and Medicare/health fund payments
• Practice audits and quality improvement activities
• AGPAL accreditation assessments
• Internal business operations
• Staff clinical training and development

 

What Personal Information Do We Collect?

The information we collect may include:

• Full name
• Date of birth
• Residential and postal addresses
• Contact details
• Comprehensive medical history
• Current medications
• Allergies and adverse reactions
• Immunisation records
• Social and family history
• Lifestyle risk factors
• Medicare number
• Healthcare identifiers
• Private health fund details

 

How Do We Collect Your Personal Information?

We collect information through several secure methods, including:

Direct Collection

• Registration forms completed during your first appointment
• Information provided during consultations

Electronic Transfers

• My Health Record
• Shared Health Summaries
• Electronic Transfer of Prescriptions (eTP)

Communication Channels

• Website enquiries
• Secure messages
• SMS communications
• Telephone conversations
• Online appointment bookings

Third-Party Sources

When direct collection is impractical, information may be obtained from:

• Parents or legal guardians
• Medical specialists
• Allied health professionals
• Hospitals
• Pathology providers
• Medical imaging providers

 

Dealing With Us Anonymously

You may choose to interact with us anonymously or under a pseudonym.

However, this may not be possible where:

• Providing healthcare services requires identification, or
• We are legally required to deal only with identified individuals.

 

When, Why, and With Whom Do We Share Your Information?

Access to your information is strictly controlled.

We may share your information:

With Business Service Providers

Third parties who assist our practice operations, including:

• AGPAL accreditation agencies
• Information technology service providers

All such providers are required to comply with Australian Privacy Principles.

With Healthcare Providers

For purposes such as:

• Clinical handovers
• Specialist referrals
• Coordinated patient care

When Required by Law

Including:

• Court subpoenas
• Mandatory reporting obligations
• Notification of infectious diseases

To Protect Health and Safety

When necessary to:

• Prevent serious threats to a patient’s life, health, or safety
• Protect public health or safety

Through Secure Electronic Systems

Such as:

• Encrypted communication platforms
• Electronic Transfer of Prescriptions (eTP)
• My Health Record networks

We do not disclose personal information to overseas recipients without your explicit written consent, except where permitted by law.

We do not use your personal information for direct marketing unless you have specifically opted in.

Quality Improvement and De-identified Data

Narre Warren Clinic may use de-identified patient information for:

• Research purposes
• Practice analysis
• Service improvement initiatives

Completely de-identified data may also be shared with population health organisations, such as the Primary Health Network.

You have the right to opt out of having your data included in these activities. Please notify our reception staff if you wish to do so.

How Do We Store and Protect Your Personal Information?

Narre Warren Clinic operates as a fully electronic practice.

We protect your information through strict digital and physical security measures, including:

Electronic Security

• Encrypted medical records
• Secure electronic information systems
• Audit trails tracking access and modifications

Workplace Security

• Automatic computer screen locking after inactivity
• Locked consultation rooms when not in use

Staff Confidentiality

• Confidentiality agreements for staff and contractors

Physical Security

• Security cameras monitoring:
  • Reception areas
  • Clinic perimeter
  • Internal corridors

 

How Can You Access and Correct Your Personal Information?

You have a legal right to access and correct your personal information.

Requests for Access or Transfer

• Requests must be submitted in writing.
• Requests will be acknowledged and processed within a reasonable timeframe.
• The practice aims to respond within 7–14 days and no later than the statutory maximum of 30 days.
• Applicable fees may apply in accordance with Victorian Health Complaints Commissioner guidelines.

Circumstances Where Access May Be Refused

Access may be refused if:

• It poses a serious threat to life or health, or
• It would unreasonably impact another person’s privacy.

If access is refused, a written explanation will be provided.

Requesting Corrections

You may request updates or corrections to your records at any time by emailing:

reception@narrewarrenclinic.au

 

Electronic Communication and Privacy

To comply with privacy and security standards, Narre Warren Clinic uses secure and encrypted messaging platforms such as:

• Argus
• HealthLink

These platforms are used when communicating clinical information with other healthcare providers.

Health information will not be sent through standard unencrypted email unless you have provided documented informed consent acknowledging the associated security risks.

How to Lodge a Privacy-Related Complaint

We take privacy concerns seriously and manage them through our formal internal complaint resolution process.

Please submit privacy complaints in writing to:

Practice Manager

Narre Warren Clinic
103 Prospect Hill Road
Narre Warren VIC 3805

Phone: 03 9705 4400
Email: reception@narrewarrenclinic.au

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)

Website: www.oaic.gov.au
Phone: 1300 363 992

 

Narre Warren Clinic Privacy Policy
Last Reviewed: 04 June 2026