Privacy Policy 

REFRESH SKIN AND BODY is committed to protecting the privacy and confidentiality of our patients’ personal and health information. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and applicable State or Territory health privacy and health-record legislation.

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1. INFORMATION WE COLLECT

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To provide safe and appropriate healthcare and cosmetic treatments, we may collect

information including:

• your name, date of birth and contact details;

• medical history, allergies and medications;

• previous cosmetic or medical treatments;

• consultation and treatment records;

• consent forms;

• clinical photographs;

• prescription and telehealth information;

• details of medicines or products administered;

• adverse reactions or complications;

• appointment and payment information; and

• other information reasonably necessary for your care.

Health information is considered sensitive information under Australian privacy law and is handled with additional care.

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2. WHY WE COLLECT YOUR INFORMATION

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We collect and use your information to:

• identify you and maintain your patient record;

• assess your suitability for treatment;

• understand your medical history and identify clinical risks;

• provide consultations and treatments;

• arrange prescribing or medical review where required;

• maintain appropriate clinical records;

• monitor treatment outcomes;

• provide follow-up care;

• manage adverse events or complications;

• communicate with healthcare practitioners involved in your care;

• manage appointments and payments; and

• meet our legal, professional and regulatory obligations.

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3. HOW WE COLLECT YOUR INFORMATION

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Where practical, we collect your information directly from you.

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This may occur when you:

• make an enquiry or appointment;

• complete a patient registration or medical history form;

• attend a consultation;

• undergo treatment;

• participate in a telehealth consultation;

• provide clinical photographs or other information; or

• communicate with our clinic.

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We may also receive relevant information from another healthcare practitioner, prescribing practitioner, pharmacy, hospital, healthcare platform or service provider involved in your care.

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4. SHARING YOUR INFORMATION

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Where necessary for your treatment or permitted or required by law, we may share relevant information with:

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• consulting or prescribing medical practitioners;

• other healthcare professionals involved in your care;

• pharmacies or medicine suppliers where appropriate;

• hospitals or emergency healthcare providers;

• telehealth providers;

• practice-management, clinical or healthcare technology providers;

• payment providers;

• insurers or professional advisers; and

• government, health or professional regulators where required by law.

We do not sell patient health information.

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5. CLINICAL PHOTOGRAPHS

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Clinical photographs may form part of your health record and may be used for clinical assessment, treatment planning, documentation, monitoring and follow-up.​

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We will not use identifiable clinical photographs for advertising, social media, promotional material or other non-clinical purposes without obtaining appropriate separate consent.

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6. TELEHEALTH AND PRESCRIBING

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Where a medical consultation, review or prescription is required, relevant information may be securely provided to an authorised consulting or prescribing healthcare practitioner.

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This may include your:

• identity and date of birth;

• medical history;

• medications and allergies;

• previous treatment information;

• proposed treatment;

• clinical photographs; and

• other information reasonably necessary for the practitioner to make an appropriate clinical decision.

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7. ​ELECTRONIC HEALTH AND PRACTICE MANAGEMENT SYSTEMS

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Our clinic may use electronic healthcare, patient-management, booking, prescribing, telehealth or clinical-record systems to safely provide and manage your care.​

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Relevant information may be stored or processed through these systems.

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Systems used by our clinic may include:

[SYSTEM / PROVIDER NAME, IF REQUIRED]​

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Our clinic remains responsible for complying with its privacy and professional obligations when using third-party systems and service providers.

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8. STORAGE AND SECURITY

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We take reasonable steps to protect your personal and health information from:

• misuse;

• interference;

• loss;

• unauthorised access;

• modification; and

• unauthorised disclosure.

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Information may be held electronically or in physical records using appropriate security measures.

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Some technology or cloud service providers may store or process information outside Australia. Where this occurs, we will comply with applicable Australian privacy requirements.

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9. RETAINING YOUR HEALTH RECORDS

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We retain health records for the periods required under applicable Australian, State or Territory laws and professional requirements.

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For clinics operating in NSW, adult health records will generally be retained for at least 7 years from the last occasion on which a health service was provided.

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Where health information was collected while a patient was under 18 years of age, it will generally be retained until the patient reaches 25 years of age.

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Different requirements may apply in other States and Territories.

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10. ACCESSING OR CORRECTING YOUR INFORMATION

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You may request access to personal or health information we hold about you.

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You may also ask us to correct information you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

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We may ask you to verify your identity before providing access.

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There may be circumstances in which access can lawfully be restricted or refused. Where required, we will explain the reason for that decision.​.

 

11. MARKETING COMMUNICATIONS

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Where permitted by law, we may contact you about clinic services, treatments, events or promotions.

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You can unsubscribe from marketing communications at any time.

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Opting out of marketing will not prevent us from contacting you about:

• appointments;

• your treatment;

• clinical reviews;

• follow-up care;

• patient-safety information; or

• other communications reasonably necessary for your healthcare.

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12. DATA BREACHES

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If we become aware of a suspected privacy or data-security incident, we will investigate and respond in accordance with applicable Australian privacy laws.

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Where an eligible data breach occurs under the Notifiable Data Breaches scheme, we will comply with applicable notification requirements, which may include notifying affected individuals and the Office of the Australian Information Commissioner (OAIC).

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13. PRIVACY COMPLAINTS

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If you are concerned that we have not complied with your privacy rights or applicable privacy laws, you may make a complaint directly to our clinic.

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Step 1 – Let Us Know

Please contact us using the details below and provide information about your concern.

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Clinic: Re-fresh Skin & Body

Privacy Contact: Kate Del Rio

Email: wellness@refreshskinandbody.com.au

Phone: 0412 548 065

Address: Elmswood Bvd, Keysborough VIC 3173

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Step 2 – We Will Investigate

Our clinic will review and investigate your complaint.

We may contact you if further information is required and will provide you with a response in writing within a reasonable period.

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Step 3 – External Complaint

We aim to deal with privacy complaints fairly and promptly.

If you are not satisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the relevant State or Territory privacy or health complaints authority.

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14. CHANGES TO THIS PRIVACY POLICY

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We may update this Privacy Policy from time to time to reflect changes to our services, systems, service providers or legal requirements.

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The current version will be available from our clinic and, where applicable, on our website.