Privacy Policy 

Complete Denture Care is committed to ensuring that your personal information is kept private and confidential. This policy outlines our ongoing obligations to you in respect to how we manage your Personal Information. 

What is Personal Information and why do we collect it? 

Personal Information includes information that can identify you and information about your past and current health. As a provider of health services, we are bound by the Australian Privacy Principles Act 1988. We also have professional and ethical obligations to protect your privacy and keep your personal information confidential. 

We collect your Personal Information for the primary purpose of providing denture services to you. We collect the following types of personal information from patients and prospective patients: 

  • Name and contact details; 
  • Age, date of birth and gender;
  • Dental history and previous dentists;
  • Medical history;
  • Past and current health conditions and medications; and
  • Health insurance details.

We collect personal information in several ways. You may be asked to complete a patient questionnaire and give us information we need to provide services to you in a safe and appropriate manner. You may also be asked to provide personal information verbally to one of our staff members. 

How do we use your personal information? 

We may use your personal information for any of the following purposes: 

  • To assess if we can safely provide you with our denture services; 
  • To maintain and administer your patient file;
  • To invoice you for our fees associated with treatment;
  • To process your health insurance claims;
  • To contact you for follow-up services and recall reminders;
  • To collect unpaid invoices; and
  • To send information to you about our practice

How do we protect and store your information?

We provide ongoing training to our staff to ensure the personal information which we hold about you is kept confidential. 

We keep both hard copy and electronic records of all patients’ personal information. We take steps to protect these records against loss, misuse, unauthorised access, modification or disclosure. We take steps to ensure that all electronic data is backed up. 

When will we disclose your personal information? 

We will disclose your personal information to third parties if you have agreed that we can do so. For example, we will disclose your personal information: 

  • If you ask us in writing or provide us with your written consent to disclose your information to a third party; 
  • In an emergency situation, if you have nominated relatives or next of kin as emergency contacts;
  • To other dentists, dental specialists and healthcare providers for the purpose of seeking a second opinion or a referral.

We may also disclose specific personal information (your name, address, contact details and amount outstanding) to debt collection agencies engaged by us if you do not pay accounts within the required time. 

We will only disclose your personal information without your agreement if we are legally required to do so. Under the Privacy Act, we must disclose your personal information if we are directed to do so by a government or regulatory body (including Medicare) or a statutory body (eg a court or tribunal) with legal powers to obtain your information. 

Access to your Personal Information

You have the right to access the personal information that we hold about you. You can contact us in writing, by email or by telephone and request access to your personal information. We will always try to meet your request within a reasonable time. 

In some circumstances, your request for access may be denied. These circumstances include: Privacy Policy Template 

  • If we no longer hold any personal information about you;
  • If your request is frivolous or vexatious;
  • If the information requested relates to existing or anticipated legal proceedings
  • If providing access would be unlawful; and
  • If denying access is required or allowed by law.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is accurate and up to date. You will need to notify us of any changes to your personal information (including change of address, name, contact numbers and health providers). We will take reasonable steps to ensure that the information we hold about you is accurate and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you. 

Our contact details and resolving your concerns

You can contact us during our office hours if you have any questions, concerns or a complaint about this privacy policy or the way in which we collect, store and disclose your personal information. We will always try to respond to you and address your questions, concerns or complaints within a reasonable time. 

Our contact details are outlined below: 

Complete Denture Care
P: (03) 9738 2675

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