Privacy Policy

Last updated: 8 August 2026

Westergaard Pty Ltd (ABN 22 663 084 900), trading as Telehealth Australia Group ("we", "us", "our"), is committed to protecting your privacy. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable State and Territory health records legislation. Because we provide healthcare, most information we hold about you is "sensitive information" and receives a higher level of protection under the APPs. This policy applies to telehealthaustralia.au, our booking sites and subdomains, and our telehealth clinics.

The information we collect

Depending on how you interact with us, we may collect:

• Identity and contact details — name, date of birth, gender, residential address, email and phone number.
• Health and sensitive information — medical and medication history, symptoms, assessment and questionnaire responses, diagnoses, treatment and prescription records, pathology and diagnostic results, and other clinical information relevant to your care.
• Government identifiers — your Medicare number, Individual Healthcare Identifier (IHI) and, where relevant, concession or DVA details, collected only where reasonably necessary to provide a healthcare service.
• Payment information — billing details, processed by our third-party payment provider. We do not store full card numbers.
• Technical information — IP address, device and browser data, and website usage collected through cookies and analytics.

How we collect information

We collect information directly from you — through our online forms, bookings and during consultations — and, where relevant and with your consent or as permitted by law, from third parties such as referring practitioners, pathology providers, other treating health services, or the My Health Record system.

Why we collect and use it

We use your information to provide and manage your telehealth care (including assessment, diagnosis, prescribing where clinically appropriate, referrals and follow-up); to verify your identity and eligibility; to process payments; to meet our legal, clinical-governance and regulatory obligations (including real-time prescription monitoring for controlled medicines); to maintain the safety and quality of our services; and to improve our services. We collect and use sensitive information only with your consent, or where the collection is required or authorised by law.

Consent

By providing information and using our services you consent to us handling your information as described in this policy. You can withdraw your consent or ask us to stop a particular use at any time by contacting our Privacy Officer, though this may affect our ability to provide some services.

When we disclose information

We may disclose your information to: the treating practitioner(s) involved in your care; pathology, imaging and diagnostic providers; pharmacies dispensing your prescriptions; your nominated GP or other health services involved in your care; our practice-management, hosting, IT and payment service providers who handle information on our behalf under confidentiality obligations; and government agencies or regulators where required or authorised by law (for example, real-time prescription monitoring systems, Medicare, the PBS, or in response to a lawful request). We do not sell your personal information, and we do not disclose it to third parties for their own marketing.

Overseas disclosure

Some of our support staff and service providers are located overseas, including in the Philippines. Where personal information is accessible from or disclosed overseas, we take reasonable steps to ensure it is handled consistently with the APPs and remains subject to appropriate confidentiality and security controls. By using our services you acknowledge that your information may be handled by our overseas team for the purposes described in this policy.

Government identifiers

We only use or disclose government identifiers such as your Medicare number or IHI where reasonably necessary to provide your healthcare, to meet our obligations to an agency, or as required or authorised by law. We do not use them as our own identifier for you.

Direct marketing

We will only send you marketing communications where you would reasonably expect it or where you have consented. Every marketing message includes an unsubscribe option, and you can opt out at any time by contacting us. We do not use your sensitive health information for marketing without your express consent.

How we protect your information

We hold information in secure electronic systems with access controls, encryption in transit, audit logging, and staff and contractor confidentiality obligations. Access is limited to those who need it to provide or support your care.

Data breaches

We maintain procedures to detect, contain and assess data breaches. Where a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

How long we keep it

We retain medical records for the minimum period required by law — generally at least 7 years from the last occasion of service for adults, and longer where other laws require. When information is no longer required and we are not obliged to keep it, we destroy or de-identify it securely.

Accessing and correcting your information

You may request access to, or correction of, the personal information we hold about you by emailing our Privacy Officer at luke@telehealthaustralia.au. We may need to verify your identity first. We will respond within a reasonable period. If we cannot give you access or make a correction, we will tell you why and how you can seek review.

Dealing with us anonymously

You may ask general questions anonymously or using a pseudonym. However, because we provide clinical care, we generally cannot deliver a consultation, assessment or prescription without verifying your identity and collecting the health information necessary for safe care.

Cookies and analytics

Our website uses cookies and analytics tools to operate the site and understand how it is used. You can control or disable cookies through your browser settings, though some features may not work correctly if you do.

Complaints about privacy

If you believe we have mishandled your personal information, please contact our Privacy Officer at luke@telehealthaustralia.au. We will investigate and respond. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the "last updated" date shown above.

Contact us

Privacy Officer, Telehealth Australia Group (Westergaard Pty Ltd, ABN 22 663 084 900), Brisbane, Queensland · luke@telehealthaustralia.au.