In this Privacy Policy, “Arbre”, "we", "us", and “our” refers to Arbre Developmental Paediatrics Pty Ltd ACN 654 391 769 trading as Arbre Developmental Paediatrics of 156 Waterworks Road, Ashgrove QLD 4060 and "you" or “your” refers to any person who contacts us and/or accepts services from us.
We are committed to managing personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance with other applicable privacy laws.
This document sets out our policies for managing your personal information and is referred to as our Privacy Policy. When you contact us and/or accept our services, you agree to the collection and handling of your personal information in accordance with this Privacy Policy.
What information do we collect?
When you contact us, enquire about our services or become a patient of Arbre, a record is made which includes your personal information.
The type of personal information that we collect and store will typically include:
● information that identifies you (eg your name, address, phone number and email address);
● information about your personal characteristics (eg your age, gender, health, medical history, etc);
● your payment card, method and transaction details;
● any additional personal information you provide to us, or authorise us to collect, as part of your request for, and our provision of, Services.
How do we collect your personal information?
Where practicable, we will collect your personal information directly from you. We may collect your personal information through all or any of the following means:
● when you contact us via telephone or email;
● where you lodge an enquiry through our website;
● when you complete a Patient Details form;
● when providing any of our services;
● speaking with other health service providers about you;
● through correspondence with you (whether in writing or electronically); and
● from conducting surveys that you agree to participate in.
We will only collect sensitive information about you with your consent, or otherwise in accordance with the Privacy Act.
You can always decline to give us any personal information we request or to remain anonymous or use a pseudonym in your dealings with us. However, that may mean we cannot provide you with some or all of our services. If you have any concerns about personal information we have requested, please let us know.
How do we store personal information?
Our collection, use, storage and sharing of your personal information is subject to the laws of Australia.
Arbre may hold and store personal information using hard copy and electronic record keeping methods. Where electronic, we use secure databases (including trusted third-party storage providers based in Australia). We take all reasonable steps to ensure your personal information is stored securely and protected from misuse, interference and loss and from unauthorised access, modification or disclosure.
Arbre maintains physical security over hard copy and electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security, for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.
We take steps to destroy or de-identify personal information that we no longer require and are not required to retain by law.
Why do we need to collect your personal information?
We collect personal information reasonably necessary to carry out our business and to provide our Services to you.
How do we use and disclose your personal information?
Arbre collects and uses your personal information to:
● respond to your requests for information and other general inquiries (whether via telephone, our website or other means);
● contact you about our services and your ongoing care;
● provide services to you;
● provide to third parties who provide Services to or in relation to you;
● carry out administrative functions including appointment bookings, invoicing, dealing with Medicare and health funds;
● respond to complaints from or in relation to you;
● improve our services, our website, and your experience generally; and
● comply with any legislation or regulations as required.
Arbre may disclose your personal information to third parties where necessary including:
● to other practitioners and health service providers where required to facilitate the provision of health and related services to or in relation to you;
● to service providers we use for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance/development, storage, printing, archiving;
● to our professional advisors; and
● where required by law.
Do we use or disclose your personal information for direct marketing?
Arbre may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us at hello@arbrepaediatrics.com.
If you opt-out of receiving marketing material from us, we may still contact you in relation to our services.
We will not disclose your personal information to third parties for marketing purposes without your consent.
How can you access or seek correction of your personal information?
You are entitled to request access to your personal information that we hold about you and/or to make corrections to that information. To do so, please contact our Privacy Officer at hello@arbrepaediatrics.com.
We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.
We may decline your request to access or correct your personal information in certain circumstances in accordance with the APPs. An example could be if we do not agree that your personal information requires correction. If we do refuse your request, we will provide you with a written notice stating our reasons for refusal.
How do you make a complaint about the handling of your personal information?
You may contact us at any time if you have any questions, concerns or complaints about this Privacy Policy or about the way in which your personal information is handled.
You may make a complaint about privacy to the Privacy Officer at hello@arbrepaediatrics.com.
We take all complaints seriously. The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week.
If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.
In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.
If you are not satisfied with our handling to your complaint, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992, by email enquiries@oaic.gov.au or by using the contact details on the OAIC website.
Do we disclose your personal information overseas?
Arbre will not disclose or store your information overseas, and unless we have your consent, or an exception under the APPs applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your personal information. We will, where practicable, advise you of the countries in which any overseas recipients are likely to be located.
If you do not want us to disclose your information to overseas recipients, please let us know.
How are changes made to this Privacy Policy?
We may amend this Privacy Policy from time to time to reflect our current data collection and disclosure practices. The most recent version of our Privacy Policy is available on our website at https://arbrepaediatrics.com/. We recommend that you visit our website regularly to keep up to date with any changes to this Privacy Policy.
This Privacy Policy was last updated in February 2022.