Privacy Policy

1. Introduction

This Privacy Policy explains how Inline Smiles Dental & Orthodontics ("we", "us", "our") collects, uses, stores and discloses your personal and health information.

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic), which governs the handling of health information in Victoria. We are committed to protecting the privacy and confidentiality of every patient's information.

A copy of this policy is available free of charge on our website, and a printed copy can be provided on request at our reception.

2. What Information We Collect

In order to provide you with safe and appropriate dental care, we may collect and hold the following kinds of information:

• Identity and contact details — your name, date of birth, address, phone number and email address
• Health information — your medical and dental history, clinical notes, treatment plans, x-rays and other diagnostic images, photographs, referrals, test results and correspondence with other health providers
• Emergency contact and next of kin details
• Family or guardian information — where the patient is a child or a person requiring a representative
• Billing and payment information — including Medicare details, private health fund details and payment records
• Appointment and communication records — including records of phone calls, emails, SMS messages and online booking enquiries

If you choose not to provide certain information, we may be unable to provide you with dental services, or the services we provide may not be appropriate to your needs.

3. How We Collect Your Information

Wherever possible, we collect your information directly from you — in person at the clinic, over the phone, by email, or through forms you complete (on paper or electronically).

In some circumstances we may collect information from third parties, such as:

• your referring dentist, doctor or specialist
• your parent, guardian or authorised representative
• Medicare, your private health fund, or other payment providers
• other health services involved in your care

4. Why We Collect Your Information

We collect, hold and use your information for the primary purpose of providing you with dental care. This includes:

• assessing, diagnosing and treating your dental and oral health
• communicating with you about your appointments, treatment and accounts
• referring you to, or communicating with, other health practitioners involved in your care
• processing payments, Medicare claims and health fund claims
• complying with our legal and professional obligations, including record-keeping requirements
• managing our practice, including quality improvement, staff training, billing and accreditation
• sending you reminders, recalls and, with your consent, marketing communications (see section 8)

5. How We Use and Disclose Your Information

We only use or disclose your personal and health information for the purpose for which it was collected, for directly related purposes you would reasonably expect, or otherwise with your consent or as required or authorised by law.

Your information may be disclosed to:

• Our clinical and administrative team, including dentists, dental assistants and reception staff working for Inline Smiles Dental & Orthodontics, who access your information only as needed to provide your care and manage your appointments and accounts
• Our contracted virtual reception and administration providers, including a virtual assistant agency located in the Philippines, who assist with appointment scheduling, reminders and administrative communications (see section 6 — Overseas disclosure)
• Other health practitioners involved in your care, such as dental specialists, your GP, pathology or radiology providers
• Medicare, the Department of Veterans' Affairs, private health funds and payment providers, for billing and claims
• Our service providers, such as our practice management software provider and secure IT services, who are bound to handle your information in accordance with Australian privacy law
• Courts, tribunals, regulators or law enforcement, where we are required or authorised by law to do so
• Our professional advisers and insurers, where reasonably necessary

We do not sell your personal information to any third party.

6. Overseas Disclosure

Some administrative tasks (such as appointment scheduling, confirmations and reception support) are performed on our behalf by a contracted virtual assistant agency located in the Philippines. The information disclosed for this purpose is limited to what is necessary — generally your name, contact details and appointment information.

Before disclosing information overseas, we take reasonable steps to ensure the recipient handles your information in a manner consistent with the Australian Privacy Principles, including through contractual confidentiality and privacy obligations.

Your full clinical records are stored in Australia (see section 7) and are not transferred overseas in the ordinary course of our practice.

7. How We Store and Protect Your Information

We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. Your information is stored as follows:

• Electronic records are held in our practice management software, Principle, a cloud-based system that stores all data in secure Australian data centres. Data is encrypted in transit and at rest, and the platform operates on infrastructure certified to recognised international security standards (including ISO/IEC 27001).
• Local backups of practice data are maintained on secured computers at the clinic, protected by access controls.
• Physical documents and records are stored in a secured, locked cabinet at the clinic, accessible only to authorised staff.

Additional safeguards include password protection and individual user accounts, staff confidentiality obligations, and restricting access to information on a need-to-know basis.

8. Appointment Communications and Marketing

By providing your contact details, you consent to receiving communications from us about your dental care, including appointment confirmations, reminders, recalls and account matters, by phone, SMS or email.

With your consent, we may also send you marketing communications, such as newsletters, oral health information and practice updates, by email. You can withdraw your consent and opt out of marketing communications at any time by using the unsubscribe link in any marketing email, or by contacting our reception. Opting out of marketing will not affect appointment-related communications or your care.

9. Data Quality, Retention and Destruction

We take reasonable steps to ensure the information we hold is accurate, complete and up to date. Please let us know if your contact details or other information change.

In accordance with the Health Records Act 2001 (Vic), we retain health records for at least:

• 7 years from the date of the last service for adult patients; and
• for patients under 18, until the patient turns 25 years of age.

When records are no longer required to be kept, they are securely destroyed or permanently de-identified.

10. Accessing and Correcting Your Information

You have a right to request access to the personal and health information we hold about you, and to request correction of information that is inaccurate, out of date, incomplete or misleading.

Requests for access or correction should be made in writing to our Practice Manager using the contact details below. We may need to verify your identity before providing access. We will respond within a reasonable period (generally within 30 days). A reasonable fee may apply to cover the cost of retrieving and copying records; we do not charge a fee for making the request itself.

In limited circumstances permitted by law, we may refuse access (for example, where access would pose a serious threat to someone's life, health or safety). If we refuse access or correction, we will provide you with written reasons and information about how to complain.

11. Data Breaches

In the event of a data breach involving your personal information, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth) and the guidelines of the Office of the Australian Information Commissioner (OAIC). Where a breach is likely to result in serious harm, we will notify affected individuals and the OAIC.

12. Complaints

If you believe we have mishandled your personal or health information, or you have any questions or concerns about this policy, please contact our Practice Manager in writing using the details below. We take all complaints seriously and will acknowledge your complaint promptly, investigate it, and respond to you, generally within 30 days.

If you are not satisfied with our response, you may contact:

• Office of the Australian Information Commissioner (OAIC)
  Phone: 1300 363 992 | Website: www.oaic.gov.au
• Health Complaints Commissioner (Victoria)
  Phone: 1300 582 113 | Website: hcc.vic.gov.au

13. Our Website

Our website may use cookies and analytics tools to help us understand how visitors use the site and to improve our services. If you submit an enquiry or booking request through our website, the information you provide will be handled in accordance with this policy.

14. Changes to This Policy

We review this Privacy Policy regularly and will update it whenever our information handling practices change. The current version will always be available on our website at www.inlinesmilesclinic.com.au, and a printed copy is available at reception on request.

15. Contact Us

Privacy Officer / Practice Manager
Inline Smiles Dental & Orthodontics
Shop 2, 68-70 Old Princes Highway, Beaconsfield VIC 3807
Phone: (03) 8774 2315
Email: info@inlinesmiles.com.au
Website: www.inlinesmilesclinic.com.au