A guide to how Salveo Healthcare is committed to protecting your personal information and respecting your privacy.
Salveo Healthcare (ACN 612 056 836) (“Salveo”, “we”, “us” or “our”) recognises the importance of keeping the personal information that you entrust to us private and confidential.
This policy has been compiled to outline how your personal information is handled and to inform you of the steps taken by Salveo Healthcare to protect your privacy.
Our staff are trained to respect your privacy in accordance with applicable privacy laws and our standards, policies and procedures. We are committed to managing your personal information in an open and transparent manner.
This policy outlines how we manage your personal information and how we comply with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs).
It also describes in general terms, the types of personal information held, for what purpose personal information is held, and how that information is collected, held, used and disclosed.
This privacy policy may be updated from time to time.
This policy applies to all your dealings with Salveo Healthcare, whether it be at one of our offices, electronically or personally with a Salveo Healthcare representative.
Our commitment to handling personal information extends to clients (current, prospective and past) and to family members of clients (including a spouse or partner).
When used in this privacy policy, personal information has the same meaning given to it in the Privacy Act.
In general terms, it is information that can be used to personally identify you such as your name, address, telephone number, email address, profession or occupation.
If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.
When used in this privacy policy, sensitive information has the same meaning given to it in the Privacy Act.
In general terms, it is a sub-set of personal information and includes information about your health, genetics, racial or ethnic origins, political opinions, religious or philosophical beliefs, sexual preferences, and criminal history.
This information is afforded a higher level of protection under the law due to its sensitive nature.
Unless required by law, we will only collect sensitive information with your consent.
As a client of Salveo Healthcare, certain personal information will be required to establish and maintain your record, and to provide services to you.
The personal information we collect will vary depending on the services we provide to you.
However, the type of personal information we may collect includes:
Where possible, Salveo Healthcare will collect personal information directly from you, however in certain circumstances it may be necessary to collect information about you from third parties.
If we receive information about you from someone else, we will take reasonable steps to make you aware of the facts and circumstances of that collection.
We may collect your personal and sensitive information in the following ways:
These social media channels will also handle your personal information for their own purposes and have their own privacy policies.
If permitted by law, we may also collect or disclose your personal information in circumstances where your consent cannot be obtained, such as when there is an immediate need to provide you with emergency medical treatment where your state of health and/or life is at risk.
If we receive information about you that we have not sought out (referred to as “unsolicited information”), we will determine whether we would have been permitted to collect that information as part of providing our services in accordance with the law.
If it is, we will handle this information in accordance with this policy.
If we are not permitted to collect this information, it will be destroyed or deidentified as soon as practicable, but only if it is lawful and reasonable to do so.
Salveo Healthcare will collect information that we are legally required to do so as a health care provider and to enable us to provide you with our services.
We will generally explain at the time we collect your personal information the purposes for which we will use it.
Your health information is collected to enable Salveo Healthcare to assist you in appropriately managing your health.
Occupational and ethnical information is collected to assist with possible occupational and ethnical illnesses.
Lifestyle information is collected to assist with identifying lifestyle factors that may be negatively impacting your health.
Health insurance details are collected to confirm your eligibility for the services we provide.
While in certain circumstances we are required to collect government identifiers such as your Medicare number and your Individual Healthcare Identifier, we do not disclose this information other than when it is required or authorised by law.
Salveo Healthcare uses your health fund membership number and our own client number to identify you.
We may also collect information about you because we are required or authorised by law to collect it.
The information that you provide to Salveo Healthcare is used only for purposes that you would reasonably expect in providing you with our services.
This may include the following activities:
The information collected by Salveo Healthcare is necessary to provide you with a service.
Failure to provide information may result in Salveo Healthcare being unable to provide you with the service you want.
Your contact information may be used to notify you of new services or promotions being offered by Salveo Healthcare and other related services and products, if we have your permission or a legitimate interest in doing so.
If at any time you no longer wish to receive this information, you can request to “opt out” from receiving this information by contacting us at general@salveohealthcare.com.au, by using the unsubscribe link in any email or by replying to any SMS or text-message with “STOP”.
If you opt out of receiving marketing communications from us, we may still contact you in relation to our ongoing relationship with you.
Where we market to prospective clients, we are happy to disclose to you how we have obtained this information and will provide the option to “opt out”.
We will not sell your personal information to any organisation outside of Salveo Healthcare.
The information Salveo Healthcare collects from clients or concerning clients will be kept strictly confidential and secure at all times.
Where your personal information is disclosed, it will be disclosed in a manner consistent with applicable privacy laws and regulations and only for a purpose that is consistent with the reason it was originally collected.
Information will be disclosed to third parties in the following circumstances:
Further:
We may be required to use your personal information in a de-identified form to assist us in running our business.
We may also provide de-identified information in an aggregated form to third parties (including your Program Funder) that we have engaged for research, marketing, strategy or other purposes.
When your personal information and health information is included in de-identified, aggregated data, it is not possible to identify you or anything about you from that data.
Salveo Healthcare conducts its business operation within Australia and most of your information is stored by means of electronic storage within Australia.
However, we may be required to disclose your personal information to our various service providers who may be located or store your information outside of Australia.
In such circumstances we will always ensure that they adhere to our privacy policy and to strict confidentiality obligations in accordance with Australian Privacy Law.
We commit to review the terms of service of any service provider of cloud or networked data storage to ensure that the security of your personal information is addressed in any service level agreement.
Salveo Healthcare stores your personal information in different ways, including paper and electronic format.
We take the security of your personal information very seriously and take reasonable steps to protect it from misuse and loss, unauthorised access, modification or disclosure.
The methods we use to ensure this includes the implementation or existence of the following measures:
Your information is kept while we need it to provide the services that you have requested from us and where applicable, we are required to keep it to comply with statutory requirements.
Where Salveo Healthcare determines it is no longer necessary to hold your personal information we will securely destroy, delete or permanently de-identify that information, wherever possible.
In the unlikely event that security of data is compromised, we will take reasonable steps to confirm any possible breach.
If a breach is confirmed, we will notify you and provide you with a description of the breach, the kinds of information involved, and any recommended actions you could take to protect yourself.
Yes, you can deal with us anonymously or using a pseudonym where it is lawful and practicable to do so.
For example, if you were making a general inquiry as to the services we provide or as a visitor to our website.
In general, Salveo Healthcare will not be able to deal with you anonymously or where you are using a pseudonym when:
If you wish to access your personal information, you can send a request to general@salveohealthcare.com.au.
We will give you access to your information in the form that you want it where it is reasonable and practical to do so.
In some cases, we may be able to deal with your request over the phone if we are satisfied as to your identity.
There may be a charge associated with retrieving your information depending on the complexity of your request.
However, we will inform you of any fee payable at the time a request is made.
Access is subject to some exceptions allowed by law. These include where:
If we cannot provide your information in the way you have requested, we will advise you of the reasons in writing.
Salveo Healthcare will take reasonable steps to ensure that the information we collect, use or disclose is accurate, complete and up to date.
Please contact us at general@salveohealthcare.com.au if you believe that your personal information is inaccurate, incomplete, irrelevant, misleading or out of date.
We will help you manage corrections, whether Salveo Healthcare made the mistake or it was someone else, we will help you identify the original source of the information so that you can ask for the information to be corrected.
We will need to verify your identity before we are able to action any request to correct information.
If we are able to correct your information, we will let you know within five business days of deciding to do this.
If you ask us to do so, we will advise any relevant third parties of the correction, unless it is impracticable or unlawful for us to do so.
If we are unable to correct your information, we will let you know in writing within five business days of making this decision.
If you are dissatisfied with our decision, you can refer your complaint to the Office of the Australian Information Commissioner.
If we agree to correct your information, we will do so within 30 days from when you requested the change, or a longer period that has been agreed with you.
If we cannot make the correction within a 30-day time frame or the agreed time frame, we must:
If we become aware that the personal information we hold about you is out of date or inaccurate, we may correct the information or ask you to review and correct your information.
It is important that you help us by keeping your contact details up-to-date.
We will not provide access to, or allow for correction of, any information belonging to a person that is 16 years or older by their parent or guardian, unless it can be proven that the person is not able to exercise sound judgment, is of impaired capacity, or has provided us with the authority to do so.
Salveo Healthcare may allow individuals under the age of 16 to access and correct their personal information if it can be reasonably established that they are able to exercise sound judgment.
In this instance, their personal information will be handled in the same manner as a person that is 16 years or older.
Any correspondence received by Salveo Healthcare, including via the post, fax or email, is retained and recorded within the company’s membership communications.
We keep these records in order to maintain the highest possible customer service levels and for any future enquiries.
We also retain any correspondence we send to you.
We maintain policies and procedures for the retention of documents and data which governs the use of, and access to such material.
Salveo Healthcare recognises the importance of providing you a secure environment when communicating with us via the Internet and appropriate measures have been put in place to protect your personal information online.
For example, when you provide or access your personal information online, we use industry accepted methodology and your secured information is further protected from unauthorised access through the use of firewalls, secure passwords and SSL Certificates.
Salveo Healthcare may collect usage data from your computer when you visit our website through the use of tracking and/or cookies.
This collection is to enable us to maintain and improve our online service.
Any information collected is not linked in any way to personal identification details of clients.
Visitors to our website can adjust their browser preferences to prevent the collection of data.
However, if you adjust your browser preferences, there may be some features of our website that will not be available to you and/or some pages may not display properly.
Salveo Healthcare will make every attempt to ensure that your privacy is not breached.
However, if you believe that your privacy has been breached, you can contact us at general@salveohealth.com.au or lodge a complaint to the address mentioned below:
The Privacy Officer
Salveo Healthcare
P.O. Box 5377
Launceston TAS 7250
We will endeavor to resolve the issue with you amicably in accordance with our complaints resolution procedure.
However, if you believe that we have not resolved the issue you may refer the matter to the Office of the Australian Information Commissioner:
Mail: GPO Box 5218, Sydney
Online: www.oaic.gov.au/privacy
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Salveo Healthcare reviews this Privacy Policy frequently to keep it up to date with laws, technology and industry changes.
We recommend that you visit our website regularly to keep up to date with any changes.
An up-to-date copy of the policy can be viewed or downloaded from www.salveohealth.com.au.
We will let you know about any material changes to our privacy policy by emailing you at the email address provided by you to us (if any).
Your continued use of our services indicates that you accept those changes.
Through this document we will always let you know the information we collect, how we use it, and the circumstances under which such information may be disclosed by us.
For more information on your privacy, you can visit www.oaic.gov.au