Your Information
Privacy Policy
Learn how HelloDoc handles, safeguards, and uses your personal and clinical information in line with Australian privacy law.
Last updated: 10 August 2026
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Regulatory Notice Box
Important Regulatory Notice: This privacy policy is aligned with the Australian Privacy Principles (APPs) and the Privacy Act 1988 (Cth), and forms the standard compliance framework for HelloDoc's medical and health services.
1. Introduction
HelloDoc acknowledges your right to privacy and is committed to protecting the confidentiality of your personal and health information. We manage your information in accordance with the Australian Privacy Principles (APPs) and the Privacy Act 1988 (Cth). This policy explains how we collect, use, hold, and share your personal information, and the circumstances in which we disclose it to third parties.
When you register as a patient of HelloDoc, you consent to our practitioners and staff accessing and using your personal information to provide you with the best possible healthcare; only staff and practitioners who need to see your information have access to it. If we need to use it for any other purpose, we will seek your additional consent first.
2. Information We Collect
The information we collect about you includes:
- Name, email address, residential address, and contact number
- Age and/or date of birth
- Medicare card, Health Care Card, Pensioner Concession Card, Commonwealth Seniors Health Card, private health insurance, or Veterans' Affairs details
- Profession, occupation, and/or job title
- Current medications, drugs, or treatments you're using
- Information relevant to your medical care, including your previous and current medical history and, where clinically relevant, your family's medical history
- Any additional information you provide directly through our services or consultations
We collect this information directly from you when booking appointments, during consultations, through your use of our website, from your referring doctor, or from third parties acting on your behalf with your consent.
If you choose not to provide requested information, our practitioners may not be able to provide services to the same standard, or at all.
3. How We Use Your Information
HelloDoc collects, holds, uses, and discloses your personal information to:
- Provide medical services and treatment, and enable you to be attended by our clinicians
- Manage administrative and billing processes
- Maintain accurate records and keep your contact details up to date
- Process and respond to any complaints
- Comply with applicable laws, regulations, or directions from regulators or government authorities
- Report back to your referring doctor
- Respond to inquiries and provide information about our existing and new services
- Contact you about appointment bookings, changes, cancellations, or changes to a doctor's availability
HelloDoc may also use your contact details, including your email address, to send service updates, useful information, and occasional marketing communications, in line with applicable email marketing regulations. You can unsubscribe at any time.
4. When We Disclose Information
Your personal information will not be shared, sold, rented, or disclosed except as described in this policy or as permitted by law. In certain circumstances, if our practitioners are concerned about your safety or the safety of others, relevant details may be disclosed to the appropriate authorities.
5. Storage & Security
HelloDoc takes the security of your personal information seriously. Our website and the software used to deliver our services are password-protected, regularly backed up, and not publicly accessible. We take ongoing measures to maintain a high standard of security and deliver our services through secure platforms.
That said, no telehealth channel, including email, fax, and other electronic communication, is entirely without risk.
While we take reasonable steps to protect your information, we exclude liability for unauthorised access, disclosure, misuse, loss, or corruption of your information, except where liability cannot be excluded by law. Please notify us immediately if you become aware of any security breach.
6. Access & Correction
You have the right to request access to, and correction of, your personal information, including your medical records. To do so, please submit a written request with your consent to admin@hellodoc.com.au. Please allow up to 7 business days for a response.
A fee may apply to cover the time and resources required to retrieve and prepare your records; you’ll be informed of this at the time of your request. If access needs to be limited or denied due to concerns for your wellbeing or that of another person, we’ll discuss this with you directly.
We take reasonable steps to keep your information accurate and current, and our administration team will confirm your phone number, address, and date of birth at each contact. You’re welcome to ask us to update your details at any time.
7. Complaints
If you have concerns about your privacy or wish to make a complaint about a privacy breach, please contact us at hello@hellodoc.com.au. Your complaint will be treated confidentially. Please provide sufficient detail and any supporting information; we’ll investigate and notify you in writing of the outcome within 30 days of receiving your complaint.
If you are not satisfied with our response, you can lodge a complaint with your State Ombudsman, Health Complaints Commissioner or similar representative body.
8. Policy Review
This policy is reviewed regularly to ensure it reflects any changes that may occur. Any changes will be made public via our website.
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