BioVantage Privacy Policy

Effective date: 15 June 2026
Last updated: 15 June 2026

 

1. Purpose

BioVantage Health Clinic is committed to protecting the privacy, confidentiality and security of personal information and health information.

This Privacy Policy explains how BIOMEDICAL HEALTH CLINIC PTY LTD, ABN: 695 946 653, trading as BioVantage Health Clinic (“BioVantage”, “we”, “us” or “our”), collects, holds, uses, discloses and protects personal information. This Policy also explains how individuals may access or correct their information, make a privacy enquiry or submit a complaint.

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2. Privacy Laws

BioVantage handles personal information in accordance with applicable Australian privacy and health-records laws, including:

• the Privacy Act 1988 (Cth);

• the Australian Privacy Principles;

• the Health Records and Information Privacy Act 2002 (NSW);

• the NSW Health Privacy Principles;

• the Healthcare Identifiers Act 2010 (Cth), where applicable;

• the My Health Records Act 2012 (Cth), where applicable;

• the Spam Act 2003 (Cth); and

• other applicable Commonwealth, state and territory healthcare laws.

Health information is sensitive information and is given a higher level of protection under Australian privacy law.

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3. Application of This Policy

This Policy applies to personal information collected through:

• the BioVantage website;

• patient registration and intake forms;

• eligibility or health assessment questionnaires;

• telephone, video and telehealth consultations;

• email, SMS and secure patient messaging;

• appointment booking systems;

• clinical and practice-management systems;

• pathology, pharmacy and healthcare-provider communications;

• payment and billing processes;

• enquiries, complaints and feedback;

• marketing communications; and

• interactions with BioVantage staff, clinicians, contractors and service providers.

 

4. Information We Collect

The information BioVantage collects will depend on the individual’s relationship with us.

 

4.1 Identity and contact information

We may collect:

• full name;

• date of birth;

• residential and postal address;

• telephone number;

• email address;

• gender or sex where clinically relevant;

• preferred name and pronouns;

• emergency contact details; and

• identity-verification information.

 

4.2 Health and clinical information

We may collect sensitive health information, including:

• current symptoms and health concerns;

• medical and family history;

• diagnosed medical conditions;

• allergies and adverse reactions;

• current and previous medications;

• pathology, imaging and test results;

• height, weight and other clinical measurements;

• lifestyle, nutrition, sleep, alcohol and smoking information;

• mental health information where clinically relevant;

• reproductive, hormonal or sexual health information where clinically relevant;

• consultation notes and clinical observations;

• treatment plans, prescriptions and referrals;

• information concerning treatment outcomes and adverse events; and

• correspondence from doctors, pharmacies, pathology providers and other healthcare professionals.

BioVantage will only collect health information that is reasonably necessary to provide or support a health service, or where collection is otherwise authorised or required by law.

4.3 Government and healthcare identifiers

Where reasonably necessary, we may collect:

• Medicare details;

• Individual Healthcare Identifier details;

• Department of Veterans’ Affairs details;

• private health insurance details;

• concession information; and

• other identifiers required to arrange or administer healthcare.

BioVantage will not use government identifiers as its own internal patient identifier unless permitted by law.

4.4 Financial and transaction information

We may collect:

• billing details;

• invoices and payment history;

• refund information; and

• limited payment-related information.

Payments may be processed by an external payment provider. BioVantage does not ordinarily retain complete payment-card details where those details are processed securely by the payment provider.

4.5 Website and technical information

When an individual accesses our website, we may automatically collect:

• IP address;

• browser and device information;

• operating system;

• pages visited;

• referring website;

• date and time of access;

• general location information; and

• cookie and website analytics information.

4.6 Communications and enquiries

We may retain:

• emails, messages and other correspondence;

• telephone notes;

• appointment requests;

• consent records;

• complaints and feedback; and

• records of communications with our staff and clinicians.

Calls or telehealth consultations will not be recorded without informing the participants and obtaining any consent required by law.

5. How We Collect Information

BioVantage will generally collect personal and health information directly from the individual through registration forms, questionnaires, consultations, correspondence, telephone calls, the website and secure patient systems.

Where it is unreasonable or impracticable to collect information directly, or where the individual has consented or the law permits it, we may collect information from:

• an authorised representative, parent, guardian or carer;

• a referring doctor or other healthcare professional;

• pathology and diagnostic providers;

• pharmacies and medication suppliers;

• hospitals and other health services;

• Medicare, Services Australia or another government body;

• private health insurers;

• emergency contacts; and

• publicly available or legally authorised sources.

Where appropriate, we will take reasonable steps to inform the individual that information has been collected from another source.

6. Consent

BioVantage will obtain consent to collect sensitive information unless collection without consent is permitted or required by law.

Consent may be express or implied depending on the circumstances. For example, providing medical history during a consultation generally indicates consent for that information to be recorded in the patient’s clinical record.

Consent must be informed, voluntary, current and sufficiently specific. An individual may withdraw consent for a particular use or disclosure by contacting us. Withdrawal will not affect actions already taken with valid consent and may limit our ability to provide services.

Clinical decisions, including whether any treatment or prescription is appropriate, are made by qualified healthcare practitioners following an individual clinical assessment. Completing a questionnaire or providing personal information does not guarantee eligibility for treatment or
a prescription.

7. Why We Collect, Hold and Use Information

BioVantage may use personal information to:

• verify identity and register patients;

• assess whether our services may be suitable;

• arrange and conduct consultations;

• provide safe and appropriate healthcare;

• establish and maintain clinical records;

• communicate with patients and authorised representatives;

• arrange pathology, pharmacy, referral or related healthcare services;

• issue and manage prescriptions where clinically appropriate;

• coordinate care with other healthcare professionals;

• process appointments, payments, refunds and accounts;

• monitor treatment safety, quality and outcomes;

• respond to enquiries, complaints and feedback;

• meet clinical governance and professional obligations;

• train and supervise staff and healthcare professionals;

• manage security, fraud and operational risks;

• maintain and improve our systems and services;

• comply with legal, regulatory, insurance and reporting obligations; and

• protect the health, safety or legal rights of patients and others.

If required information is not provided, BioVantage or the treating practitioner may be unable to properly assess the individual, provide healthcare, arrange a consultation or safely continue treatment.

8. Disclosure of Information

Where reasonably necessary and permitted by law, BioVantage may disclose information to:

• treating and consulting healthcare practitioners;

• authorised BioVantage staff and contractors;

• pathology laboratories and diagnostic providers;

• pharmacies and pharmacists;

• hospitals, specialists and allied health providers;

• practice-management, booking and telehealth providers;

• secure communication and cloud-storage providers;

• payment processors, accountants, auditors and insurers;

• professional advisers, including lawyers;

• Medicare, Services Australia and other government agencies;

• professional regulators, including Ahpra and relevant National Boards;

• the Therapeutic Goods Administration;

• law-enforcement, courts and regulatory authorities;

• emergency services where necessary to address a serious threat; and

• another person where the patient has provided consent.

BioVantage will not sell patient information.

We require service providers that handle personal information on our behalf to use it only for authorised purposes and to maintain appropriate privacy, confidentiality and security safeguards.

9. Healthcare Practitioners

Healthcare practitioners providing services through BioVantage are required to comply with their own legal, professional, ethical and record-keeping obligations.
 

Personal information may be shared between BioVantage and the treating practitioner where reasonably necessary to arrange, provide, document, bill or support the health service.
 

Where a practitioner is legally responsible for a particular clinical record, requests concerning that record may need to be handled in consultation with that practitioner.

10. Overseas Storage and Disclosure

Some technology, website, cloud, analytics, communications or administrative service providers may store, process or access information outside Australia.
 

Before disclosing personal information overseas, BioVantage will take reasonable steps required by Australian privacy law to ensure that the information is handled appropriately.
 

Where practicable, BioVantage will select providers offering Australian data hosting for clinical and health information.

11. Direct Marketing

BioVantage may send service updates, clinic information or marketing communications where the individual has consented or where otherwise permitted by law.
 

BioVantage will not use sensitive health information for direct marketing without the individual’s consent.

Marketing messages will identify BioVantage and provide a method to unsubscribe. An individual may opt out at any time by using the unsubscribe function or contacting us.
 

Opting out of marketing will not prevent BioVantage from sending essential clinical, appointment, billing, safety or administrative communications.

12. Cookies and Website Analytics

Our website may use cookies and similar technologies to:

• operate website functions;

• remember user preferences;

• maintain website security;

• understand website traffic and usage;

• improve website performance; and

• measure the effectiveness of general advertising.

Individuals may adjust browser settings to block or delete cookies. Some website functions may not operate correctly if cookies are disabled.

BioVantage will not intentionally use advertising technology to disclose identifiable health information or target advertisements based on sensitive health information without valid consent and a lawful basis.

13. Anonymity and Pseudonyms

Individuals may contact BioVantage anonymously or use a pseudonym for general enquiries where practicable.

BioVantage will ordinarily need accurate identifying information to provide clinical services, verify identity, maintain safe clinical records, issue prescriptions, arrange pathology or meet legal obligations.

14. Data Security

BioVantage takes reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.
 

Safeguards may include:

• secure clinical and practice-management systems;

• encryption and secure connections;

• multi-factor authentication;

• access restrictions based on staff roles;

• confidentiality obligations;

• staff privacy and cybersecurity training;

• secure backup procedures;

• system monitoring and audit logs;

• secure document disposal;

• incident-response procedures; and

• periodic reviews of service providers and security controls.

No electronic system is completely secure. Individuals should avoid sending detailed clinical or identifying information through unsecured email, social media or ordinary website contact forms.

15. Retention and Disposal

BioVantage retains personal and health information for as long as reasonably necessary to provide services and satisfy legal, clinical, insurance and record-keeping obligations.
 

Where the NSW retention requirements apply:
 

• health information collected while a patient was an adult will generally be retained for at least seven years from the last occasion on which BioVantage provided a health service; and

• health information collected while a patient was under 18 will generally be retained until the patient reaches 25 years of age.

Information may be retained longer where required by another law, legal proceedings, a complaint, an investigation or professional obligations.

When information is no longer required, BioVantage will take reasonable steps to securely destroy or permanently de-identify it. Required records of any destruction or transfer of health information will be maintained.

16. Access to Personal Information

Individuals may request access to personal information or health information held about them.

Requests should:

• be made in writing;

• provide sufficient information to verify identity;

• identify the information requested; and

• specify the preferred form of access.

BioVantage will respond within a reasonable period and may charge a reasonable administrative fee where permitted by law. We will advise the individual before incurring a fee.
 

Access may be refused or limited where permitted or required by law, including where access would create a serious threat to health or safety, unreasonably affect another person’s privacy, interfere with legal proceedings or reveal commercially sensitive evaluative information.

If access is refused, BioVantage will generally provide written reasons and information about available complaint mechanisms.

17. Correction of Information

BioVantage takes reasonable steps to ensure personal information is accurate, complete, relevant and current.

Individuals may request correction of information they believe is inaccurate, incomplete, out of date, irrelevant or misleading.

Where appropriate, BioVantage will correct the information and notify relevant third parties to whom the incorrect information was disclosed. If a requested correction is refused, the individual may ask us to associate a statement with the record explaining their position.

18. Data Breaches

BioVantage maintains procedures for identifying, containing, assessing and responding to suspected data breaches.

Where a breach is likely to result in serious harm and the requirements of the Notifiable Data Breaches scheme apply, BioVantage will notify affected individuals and the Office of the

Australian Information Commissioner as soon as practicable.

Additional notification requirements may apply to My Health Record information, healthcare identifiers or information regulated under state legislation.

19. Children and People Requiring Assistance

BioVantage services are available only to adults aged 18 years and over. Where an adult has reduced decision-making capacity, BioVantage may collect relevant information from a guardian, carer or authorised representative, where appropriate.

BioVantage will consider the individual’s capacity, circumstances and right to confidentiality. Consent and access decisions will be managed in accordance with applicable laws and the person’s best interests.

20. Automated Systems and Artificial Intelligence

BioVantage may use digital systems to support administration, scheduling, document processing, clinical workflows or preliminary screening.

BioVantage does not rely solely on an automated system to make final decisions about diagnosis, treatment, prescribing or clinical eligibility. Final clinical decisions are made by appropriately qualified healthcare practitioners.

BioVantage will review this Policy if it introduces automated systems that use personal information to make decisions that could significantly affect an individual’s rights or interests.
 

• 21. Privacy Complaints

  Individuals who have a privacy concern should first contact BioVantage’s Privacy Officer.
   

  A complaint should include:

  • the individual’s name and contact details;

  • details of the privacy concern;

  • relevant dates and communications; and

  • the outcome sought.

  • BioVantage will acknowledge the complaint, investigate it fairly and aim to provide a response within 30 days. Complex matters may require additional time, in which case we will provide an update.

  • If the individual is dissatisfied with our response, they may contact:

  • the Office of the Australian Information Commissioner; or

  • the Information and Privacy Commission NSW, where the NSW health privacy legislation applies.

  • Complaints may also be made to another relevant healthcare regulator or complaints body where appropriate.
     

22. The Privacy Officer

BioVantage Health Clinic

Legal entity: BIOMEDICAL HEALTH CLINIC PTY LTD ACN:695 946 653

Email: Info@biovantage.com.au 

Telephone: 1300 033 482

Postal address: PO Box: Po Box 327 Padstow NSW 2211

Website: www.biovantage.com.au

23. Changes to This Policy

BioVantage may update this Privacy Policy to reflect changes to its services, technology, information-handling practices or legal obligations.

The current version will be published on the BioVantage website and identified by its effective date. Material changes may also be communicated directly where appropriate.