Privacy Policy

Thank you for accessing our Privacy Policy. 

1.Introduction

Ropana Therapy (ABN 66 435 932 579) is a telehealth and mobile, private health clinic based in New South Wales, Australia. We are committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth), and the Health Privacy Principles in the Health Records and Information Privacy Act 2002 (NSW) (Privacy Laws).

Our policy is to inform you of:

  • the kinds of information that we collect and hold, which, as a health practice, is likely to be ‘health information’ for the purposes of the Privacy Act

  • how we collect and hold personal information

  • the purposes for which we collect, hold, use and disclose personal information

  • how you may access your personal information and seek the correction of that information

  • how you may complain about a breach of the Australian Privacy Principles and how we will deal with such a complaint


2. What kinds of personal information do we collect?

“Personal Information” refers to information or an opinion about an identified individual whose identity is reasonably identifiable or can be reasonably ascertained. The type of information we may collect and hold includes:

  • your name, address, date of birth, email, contact details and any other relevant background information/history including developmental, cultural/ethnic, language, occupational, medical and social history 

  • Medicare number, health fund details (inclusive of Medicare numbers and health fund insurers) and other government identifiers, although we will not use these for the purposes of identifying you in our practice

  • other health information about you, including:

    • notes of your symptoms or diagnosis and the treatment given to you 

    • your specialist reports and test results

    • your appointment and billing details

    • your prescriptions and other pharmaceutical purchases

    • your dental records

    • your genetic information

    • your healthcare identifier 

    • any other information about your race, sexuality or religion, when collected by a health service provider

    • hobbies, motivations, interests, and activities in which clients and their families participate

3. How do we collect and hold personal information?

We will generally collect personal information:

  • from you directly when you provide your details to us. This might be via a face to face discussion, telephone conversation, registration form or online form via our website, pages on our social media sites (e.g. on our Facebook or instagram)

  • from our client questionnaires (which are usually filled in by a client or carer as part of our assessment process)

  • from a person responsible for you

  • from third parties where the Privacy Act or other law allows it - this may include, but is not limited to:  other members of your treating team, specialists, hospitals, Medicare, your health insurer

  • via our website, pages on our social media sites (e.g. on our Facebook, Pinterest, Twitter, and LinkedIn sites)

  • through our client questionnaires (which are usually filled in by a client or carer as part of our assessment process)

  • by written letters, reports and other documents (e.g. through doctors reports you provide to us)

  • through emails, sms and other forms of electronic communication, and in interviews and other interactions in our clinic (including face-to-face interviews and interviews conducted electronically, such as by way of Zoom, Skype or Google HangOuts)

4. Why do we collect, hold, use and disclose personal information?

In general, we collect, hold, use and disclose your personal information for the following purposes:

  • to provide health services to you

  • to communicate with you in relation to the health service being provided to you 

  • to comply with our legal obligations, including, but not limited to, mandatory reporting under applicable child protection legislation

  • to help us manage our accounts and administrative services, including billing, arrangements with health funds and pursuing unpaid accounts

  • for consultations with other doctors and allied health professional involved in your healthcare

  • for identification and insurance claiming 

  • to liaise with your health fund, government and regulatory bodies such as Medicare, the Department of Veteran's Affairs and the Office of the Australian Information Commissioner (OAIC) (if you make a privacy complaint to the OAIC), as necessary

5. How can you access and correct your personal information?

You have a right to seek access to, and correct of the personal information which we hold about you.

For details on how to access and correct your personal information, please contact our practice.

We will normally respond to your request within 24 to 48 hours.

6. How do we hold your personal information? 

Our team is trained and required to respect and protect your privacy. We take reasonable steps to protect information held from misuse and loss and from unauthorised access, modification or disclosure. This includes:

  • holding your information on an encrypted database

7. Who has access to your personal information? 

Your personal information may be accessed by Ropana Therapy staff, those working on behalf of Ropana Therapy or other third party service providers. This includes but is not limited to:

  • Ropana Therapy clinicians 

  • Ropana Therapy business directors, shareholders or advisors 

  • Ropana Therapy administrative staff

  • other medical, health or educational professionals including but not limited to doctors, nurses, teachers, external allied health professionals

  • third-party service providers including but not limited to lawyers, accountants, financial or business advisors, IT providers

  • government or private bodies including Medicare, private health insurance providers, Ropana Therapy insurers

Your personal information will not be disclosed to other professionals or third party service providers without your consent, unless otherwise required by law, or where permitted by the Privacy Act 1988 (Cth) or Children and Young Persons (Care and Protection) Act 1998 (NSW). 

8. Privacy related questions and complaints 

If you have any questions about privacy-related issues or wish to complain about a breach of the Australian Privacy Principles or the handling of your personal information by us, you may lodge your complaint in writing to (see below for details).  We will normally respond to your request within 24 to 48 hours. 

If you are dissatisfied with our response, you may refer the matter to the OAIC:

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Fax: +61 2 9284 9666

Post: GPO Box 5218 
Sydney NSW 2001

Website: https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint

9. Anonymity and pseudonyms

The Privacy Act provides that individuals must have the option of not identifying themselves, or of using a pseudonym, when dealing with our practice, except in certain circumstances, such as where it is impracticable for us to deal with you if you have not identified yourself.

10. Overseas disclosure

We may disclose your personal information to the following overseas recipients:

  • any practice or individual who assists us in providing services (such as where you have come from overseas and had your health record transferred from overseas or have treatment continuing from an overseas provider)

  • anyone else to whom you authorise us to disclose it

11. Updates to this Policy

This Policy will be reviewed from time to time to take account of new laws and technology, changes to our operations and other necessary developments. Updates will be publicised on the practice's website.

12. Contact details for privacy related issues

If you have any questions or concerns regarding privacy-related issues, you may lodge your queries (see below for details). We will normally respond to your request within 24 to 48 hours.

Phone: 0466 072 354 / 0478 386 655
Email: home@ropanatherapy.com.au
Website: https://www.ropanatherapy.com.au/

Personal Information Policy

Thank you for accessing our Personal Information Policy, which outlines how Ropana Therapy handles your personal information when you visit our website:

Please review below an explanation regarding how your personal information is collected from our website: https://www.ropanatherapy.com.au/

This Personal Information Policy applies to your use of our website and the use of any of the facilities on our website. 

1.Collection

When navigating through the Ropana Therapy website, you are not identified as an individual user and your personal information is not collected, unless this has been provided to us by yourself. 

For example, the times in which personal information is collected through our website:

  • completing our online enquiry form

  • enquiring about our services via email

  • sending a written complaint to our management team

When using our website, our Internet Service Provider (ISP) may record and log for statistical purposes the following information:

  • the address of your computer

  • the date and time of visit

  • your top-level name (e.g. .com, .gov, .au, etc)

  • the pages and documents accessed during your visit

  • the browser you are using 

To evaluate the effectiveness of our website, our website management agent may use statistical data collected by our ISP. 

2. Cookies

A “cookie” is a device that allows our server to identify and interact more effectively with your device. They do not identify individual users, but they do identify your ISP and browser type.

This website uses temporary cookies, meaning that when you close your browser, the temporary cookie assigned to you will be destroyed. No personal information is maintained or stored which will identify you at a later date.

Personal information such as your email address is not collected unless you provide it to us. We do not disclose domain names or aggregate information to third parties other than agents who assist us with this website and who are under obligations of confidentiality.

You may be able to configure your browser to accept or reject cookies and to notify you when a cookie is used. We suggest you refer to your browser instructions or help screens to learn more about these types of functions. However, please note that if you configure your browser to reject or not receive cookies, a certain level of functionality of the Ropana Therapy website and other websites may be lost.

3. Links to third party websites

We may create links to access third party websites. We are not responsible for the content or privacy practices employed by the websites that are linked from our website.

4. Use and disclosure

We will use any personal information collected via our website in accordance with our privacy policy.

Last updated: May 2023