Privacy-Policy
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- Privacy-Policy
Last Updated: [27/8/25]
1. Who We Are
2. Information We Collect
1. Personal Information
- Full name
- Date of birth
- Contact details (phone number, email, residential address)
- Emergency contact details
- Identification documents (e.g., Medicare card, driver’s licence, concession cards)
2. Health & Medical Information
- Medical history relevant to safe transport
- Mobility status and special requirements
- Allergies, medications, and treatment needs
- Referrals from healthcare professionals
- Hospital discharge summaries or appointment details
3. Financial Information
- Payment details (credit card or bank account information)
- Billing addresses and invoices
4. Website & Digital Data
- IP addresses and browser type
- Cookies and analytics data
- Information provided via our online booking forms or email enquiries
3. Why We Collect Information
We collect personal and medical information for the following purposes:
- To provide safe and appropriate non-emergency patient transport services
- To comply with healthcare, transport, and safety regulations
- To maintain accurate patient care records
- To communicate booking confirmations, service updates, and follow-ups
- To manage billing, payment, and insurance claims
- To improve our services, website functionality, and customer experience
To ensure compliance with legal and government reporting requirements
4. How We Collect Information
We may collect information directly from you or indirectly from authorised parties:
- When you book a service by phone, email, or website
- From hospitals, clinics, or care facilities arranging transport on your behalf
- From family members, guardians, or carers authorised to act for you
- From medical practitioners, if necessary for safe patient transfer
From government agencies or insurers (when required and authorised)
5. Consent
By providing personal and medical information, you consent to its collection, storage, and use in accordance with this Privacy Policy. If we need to use your information for purposes beyond what is outlined here, we will request your explicit consent.
6. Use and Disclosure of Information
We use and disclose personal information only where reasonably necessary to provide our services or as permitted by law. Examples include:
- Sharing information with medical staff for patient care during transport
- Providing details to hospitals or clinics when arranging transfers
- Communicating with insurers or funding providers (e.g., NDIS, TAC, WorkSafe)
- Disclosing information when legally required by law enforcement or regulatory bodies
- Sharing anonymised data for reporting, research, or service improvements
7. Storage and Security
We take the protection of your information seriously and use multiple safeguards to prevent misuse, loss, or unauthorised access:
- Physical security: Locked filing cabinets and restricted staff access
- Digital security: Password-protected systems, firewalls, and encryption
- Staff training: Confidentiality agreements and privacy training for all team members
Retention policies: Records are stored for the minimum legal period required, after which they are securely destroyed
8. Website, Cookies & Online Tracking
When you visit our website:
- Cookies may be used to improve browsing, load times, and preferences
- Analytics tools may track website performance, visitor behaviour, and device type
- Information collected online is not personally identifiable unless you voluntarily submit it (e.g., via our booking form)
You may disable cookies in your browser settings, though this may affect website functionality.
9. Third-Party Services
We may engage trusted third parties to support our operations, such as:
- IT service providers (hosting, backup, security)
- Payment processors and financial institutions
- Healthcare providers coordinating your care
- Insurance or funding bodies (NDIS, TAC, WorkSafe, private insurers)
Where third parties are involved, we ensure they comply with privacy obligations consistent with the Australian Privacy Principles.
10. Your Rights
Under the Privacy Act 1988 (Cth), you have rights regarding your personal information, including:
- Access: You may request access to the personal information we hold about you.
- Correction: You may request corrections to ensure accuracy and completeness.
- Withdrawal of Consent: You may withdraw consent for certain types of use, subject to service limitations.
- Complaint: You may lodge a complaint if you believe your privacy has been breached.
Requests can be made via the contact details in Section 14.
11. Direct Marketing
We may occasionally contact you regarding service updates, health information, or community initiatives. You can opt out of these communications at any time by following the unsubscribe instructions or contacting us directly.
12. Data Retention
We retain information only for as long as necessary:
- Health and transport records are retained in line with Australian healthcare regulations
- Financial and billing records are stored for at least seven years for compliance
- After retention periods expire, records are permanently deleted or destroyed securely
13. Children’s Privacy
We may collect information about minors when services are booked on their behalf by parents, guardians, or authorised carers. We ensure that privacy protections extend equally to children’s information.
14. Complaints and Dispute Resolution
If you believe we have mishandled your personal information, you may lodge a complaint by contacting us. We will:
- Acknowledge your complaint within 7 business days
- Investigate and provide a written response within 30 days
If unresolved, you may escalate the complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
15. International Data Transfers
NurseLink Healthcare does not routinely disclose personal information outside Australia. If international transfer becomes necessary, we will notify you and ensure compliance with privacy safeguards.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect legal, regulatory, or operational changes. Updates will be posted on our website, and the “Last Updated” date will be amended accordingly.
17. Contact Us
For privacy questions, access requests, or complaints, please contact:
NurseLink Healthcare
Melton, Victoria – Australia
📞 [03 9913 3023]
📧 [info@nurselinkhealthcare.com.au]
🌐 www.nurselinkhealthcare.com.au