1. Introduction

Northern Rivers Denture Clinic ("we," "us," or "our") located in Tweed Heads, New South Wales, is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy explains how we collect, use, disclose, and protect your information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and relevant health records legislation.

2. Information We Collect

2.1 Personal Information

We collect personal information that is necessary to provide you with quality dental prosthetic services, including:

Full name, date of birth, and contact details (address, phone number, email)
Private health insurance details
Concession card information (if applicable)
Payment and billing information
Emergency contact details

2.2 Health Information

We collect health information including:

Medical history and current medications
Dental history and examination records
Treatment plans and progress notes
Clinical photographs, models, and radiographs
Correspondence with other healthcare providers

3. How We Collect Information

We collect information directly from you during:

Initial consultations and subsequent appointments
Phone conversations and electronic communications
Completion of our patient forms
Website interactions and online bookings

With your consent, we may also collect information from:

Other healthcare providers (dentists, oral surgeons, etc.)
Private health insurance providers
Government agencies (e.g., NSW Health)

4. Purpose of Collection

We collect, hold, use, and disclose your information for the following purposes:

Providing appropriate dental prosthetic care and treatment
Managing our practice effectively
Sending appointment reminders and confirmations
Communicating with other healthcare providers involved in your care
Processing health insurance claims
Complying with legal obligations and government requirements
Quality assurance and improvement activities
Addressing complaints or following up on incidents
Marketing our services to existing patients (where permitted by law)
Using first-party data for targeted advertising campaigns
Training our staff and reviewing performance

5. Information Storage and Security

5.1 Electronic Storage

Your information is primarily stored electronically in our practice management software, Dental4Windows. This system is password-protected and access is restricted to authorised personnel only.

5.2 Security Measures

We implement reasonable security measures to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include:

Secure password policies
Staff training on privacy and confidentiality
Restricted physical access to our premises
Regular software updates and security patches
Secure backup procedures
Confidentiality agreements with staff and contractors

5.3 Data Retention

We retain your personal and health information for as long as necessary to provide our services and to comply with legal requirements. Health records are generally kept for a minimum of 7 years from the date of last entry (or longer if required by law).

6. Disclosure of Information

6.1 Disclosure to Third Parties

We may disclose your information to:

Other healthcare providers involved in your care (oral surgeons, dentists, dental hygienists, prosthodontists)
Private health insurance providers for claim purposes
NSW Health (for government patients)
Department of Veterans Affairs
External service providers (e.g., laboratory services, IT support)
Anyone else you have given consent for us to share your information with

6.2 Overseas Disclosure

We do not routinely disclose personal information to overseas recipients. If such disclosure becomes necessary, we will take reasonable steps to ensure that the overseas recipient complies with the Australian Privacy Principles.

7. Marketing

We may use your personal information to send you information about our services, special offers, and relevant educational information. You may opt out of receiving marketing communications at any time by contacting us or using the unsubscribe function in our electronic communications.

8. Website and Online Services

8.1 Cookies and Analytics

Our website may use cookies and analytics tools to improve your browsing experience and collect aggregate data about website usage. This information is used to analyse trends, administer the site, and gather demographic information.

8.2 Online Bookings

If you book appointments online, your information will be collected and stored securely. This information is subject to the same privacy protections as information collected through other means.

8.3 Google Ads

We use Google Ads for online advertising purposes. This may involve the use of first-party data to create targeted advertising campaigns. For more information about how Google uses your information, please review Google's Privacy Policy.

9. Access and Correction

You have the right to access the personal and health information we hold about you. You may also request corrections to your information if you believe it is inaccurate, out of date, incomplete, irrelevant, or misleading.

To access or correct your personal information, please contact our Privacy Officer using the details provided in Section 12.

We will respond to your request within a reasonable timeframe (usually within 30 days). If we refuse your request, we will provide written reasons for the refusal and information about how you can complain about the refusal.

10. Complaints

If you believe we have breached your privacy or you have concerns about how we have handled your personal information, please contact our Privacy Officer. We will investigate your complaint and respond to you within a reasonable timeframe.

11. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be published on our website, and significant changes will be communicated to patients as required.

12. Contact Us

If you have any questions or concerns about this Privacy Policy or our privacy practices, please contact our Privacy Officer:

Northern Rivers Denture Clinic
Privacy Officer
Address: PO Box 777, Tweed Heads NSW 2485
Phone: 07-5536 4241
Email: info@northernriversdentureclinic.com.au

By providing your personal information to Northern Rivers Denture Clinic, you acknowledge that you have read and understood this Privacy Policy.