Privacy Policy

Who we are

Zelica Health (“we”, “us”) is an Australian telehealth GP clinic providing preventive and general medical care via secure online consultations.
ABN: 48 682 175 971
Email: info@zelica.health | Phone: +61 468 881 988. 

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Our commitment to your privacy

We handle your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a health service provider, we also follow OAIC guidance for health providers and the Notifiable Data Breaches (NDB) scheme. Where applicable, we comply with relevant state law such as the Health Records Act 2001 (Vic).

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What we collect

• Identification & contact: name, DOB, address, phone, email.

• Clinical information: medical history, medications, allergies, family/social history, symptoms, examination notes, diagnoses, referrals, investigations, images/reports, care plans.

• Medicare/IHI details and My Health Record preferences (if you opt to use MHR).

• Billing & admin: payments, invoices, appointment history, communications.

• Technical: device/browser info, IP and cookies/analytics (where enabled).

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How we collect

Directly from you (online forms, telehealth consults, messages), from other providers with your consent (e.g., GP/specialists), pathology/imaging networks, and My Health Record (if you consent to us viewing or uploading). When downloading from My Health Record, we collect only what is reasonably necessary for your care. 

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Why we collect and use your information

• Treatment & continuity of care (including referrals, eScripts, investigations).

• Practice operations (quality assurance, training, audit, recall/reminders).

• Billing & claiming (private billing; Medicare claiming where relevant).

• Legal obligations (disease notifications, mandatory reporting) and public interest (to prevent or lessen a serious threat to life/health). 

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Disclosing your information

We may disclose information to:

• Other healthcare providers involved in your care (e.g., GPs, specialists, allied health, pathology/imaging providers, pharmacies for eScripts).

• Third-party service providers who support our practice (secure clinical software, teleconferencing, email/SMS, website hosting, payments) under confidentiality arrangements.

• Government agencies, regulators or courts where required or authorised by law (e.g., Medicare, AHPRA).
  Where we use service providers outside Australia, we take reasonable steps to ensure they meet privacy protections comparable to the APPs (APP 8 — cross-border disclosure). 

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My Health Record

With your consent, we may access or upload documents to My Health Record. We only access what is required for your treatment, and we follow the My Health Records Act 2012 obligations for access, use and data breach notification within that system. 

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Security and storage

We use ZedMed clinical software and other secure systems with user access controls, audit logs and encryption where supported. We train staff on privacy and restrict access to those who need it to provide care. (ZedMed is our single clinical system of record.)

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Retention and disposal

In Victoria, private providers generally retain adult patient records for at least 7 years from last entry, and records of patients under 18 until the patient turns 25. We securely destroy or de-identify data when no longer required and when permitted by law. 

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Access and correction

You can request access to, or correction of, your health information. We will respond within a reasonable time and may charge a reasonable fee for providing access consistent with law. If we refuse access (e.g., serious threat to life/health), we will provide written reasons and how to complain. 

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Communications and reminders

We may use SMS/email for appointment reminders and to return routine documents. You can opt out of non-essential communications at any time.

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Cookies and analytics

Our website may use cookies and analytics for performance and security. You can change your browser settings to manage cookies. Analytics data is de-identified and aggregated.

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Notifiable Data Breaches

If an eligible data breach occurs (likely to cause serious harm), we will take immediate steps to contain it and notify you and the OAIC in accordance with the NDB scheme. 

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Questions or complaints

• Contact us: info@zelica.health or +61 468 881 988.

• If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC): oaic.gov.au | 1300 363 992. 

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Changes to this policy

We may update this policy and will post the latest version on our website with the effective date.