FAQs
What is this policy about?
This policy explains how Doctors of Northcote collects, uses, stores, and protects your personal and health information, and what rights you have over that information.
What laws do you follow?
We follow Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic), plus any other relevant laws.
What information do you collect about me?
We collect only the personal and health information we need to:
Provide you with safe and effective healthcare
Run our clinic (appointments, billing, administration)
Meet our legal obligations
Support continuity of your care with other health providers when needed
We may also collect, use, or disclose information with your consent, or where the law allows or requires it.
How do you store my information?
Your information is stored securely in our practice management system (PMS) and other authorised clinic systems. These systems have security safeguards, including backups and recovery arrangements set up with our IT provider.
Who can see my information?
Only authorised staff and treating practitioners can access your information, and only if they need it for their role in your care or the running of the clinic.
How do you keep my information safe?
We take reasonable steps to protect your information from:
Misuse, interference, or loss
Unauthorised access, modification, or disclosure
We do not leave patient information where members of the public could see or access it. Computers, screens, and printed records are positioned and secured to prevent unauthorised viewing.
Can you share my information with family or friends?
No. We will not disclose your information to family members, friends, other patients, or unauthorised staff unless:
You have authorised it, or
The law requires or allows it.
Do you share my information with other health providers?
Yes, when needed for your care. We may share relevant information with other health providers involved in your treatment (for example, specialists, hospitals, or allied health professionals).
Do you use my information for quality improvement or training?
We will only send identified patient health information to a third party for quality improvement or professional development activities if we have your explicit consent.
How do you handle phone calls, emails, and other communications about me?
All clinical and administrative communications that involve your information are handled only by authorised staff and follow our practice procedures. We verify your identity before disclosing personal or health information.
What happens if your systems fail or there’s an emergency?
We have a business continuity and information recovery plan, including:
Regular backups
Disaster recovery procedures
Arrangements to maintain patient care during system failures or emergencies
These are managed with our IT provider, Cititec Systems Pty Ltd.
Can I see or correct my health information?
Yes. You can request access to, or correction of, your personal health information. To do this:
Use our medical records request process
We will assess your request in line with privacy law and our procedures
We will verify your identity before granting access
How long do you keep my health information?
We keep your health information securely in our PMS for at least 7 years, as required by law.
How is my information sent to others (e.g. specialists, insurers)?
When we release your medical information, it is sent in an encrypted or password‑protected format. Only staff who need to do this for their role can perform these extractions.
What if I have a privacy concern or complaint?
If you have a concern or wish to make a complaint about how your information has been handled, you can contact our Business Manager or Second in Charge by email on manager@doctorsofnorthcote.com or 2ic@doctorsofnorthcote.com, respectively.
How will my complaint be handled?
We will:
Acknowledge your complaint
Review it and manage it according to our practice procedures
If we cannot resolve it internally, we will advise you of external options for escalation.
How often is this privacy policy reviewed?
We review our privacy policy every year to make sure it stays up to date and complies with current laws.
Where can I read the full privacy policy?
Our full Privacy Policy is available on request
Last reviewed 1st July 2026