Your privacy at a glanceWe collect only the personal and health information reasonably needed to verify you, arrange and deliver your consultation, process payment, communicate with you, support any prescription pathway you choose and, if you respond, receive optional service feedback.
1. Who we are
Pharmacia Health Pty Ltd (ABN 96 689 151 022), trading as Pharmacia Telehealth, operates this booking and telehealth service. Privacy enquiries can be sent to telehealth@pharmacia.com.au.
2. Information we collect
We may collect your name, title, date of birth, gender, address, phone number, email, Medicare or Individual Healthcare Identifier details, booking and payment status, consultation preferences, medications, allergies, symptoms, health history, clinical notes, prescription and pharmacy fulfilment information, communications with us, and optional service ratings or feedback you choose to provide.
We do not receive or store your full card number, expiry or security code. Those details are entered into the secure payment component.
3. How we collect it
We usually collect information directly from you. If you begin through a partner pharmacy, we may receive the contact details and pharmacy preferences you authorised that pharmacy to provide. We may also receive information from your consulting doctor, your selected pharmacy and service providers where reasonably necessary to deliver the service.
4. Why we use and disclose it
We use and disclose information to verify your identity and contact details; manage bookings, payments, refunds and communications; support the consultation and continuity of care; create or update healthcare records; route an issued prescription according to your choice; respond to safety concerns, complaints and legal obligations; and improve service quality and security.
With your optional analytics permission, Google Analytics measures visits to public Pharmacia pages, broad acquisition sources and a small allowlist of general navigation actions. Google Analytics does not receive booking-form answers, health or medicine information, names, contact details, patient postcodes, booking references, doctor or pharmacy selections, payment details, secure-link data or free text. You can decline or change this choice without affecting the service.
If you separately consent, we may publish an anonymous service-experience comment after review. We do not publish your name, doctor, appointment details or medical information with it, and you may withdraw that permission through your secure feedback link while it remains active or by contacting us.
Health information is used for the purpose for which it was collected, a directly related purpose you would reasonably expect, with your consent, or where otherwise authorised or required by law.
5. Who receives information
Relevant information may be provided to the independent doctor consulting with you, the pharmacy you select or the partner pharmacy connected to your booking, and contracted providers supporting secure hosting, practice administration, payments and patient communications. We disclose only what is reasonably necessary for that recipient’s role.
We may also disclose information to regulators, insurers, emergency services or law-enforcement bodies where required or authorised by law, or where necessary to address a serious threat to health or safety.
6. Overseas processing
Some contracted technology providers may process limited personal information outside Australia, including in the United States. Where this occurs, we take reasonable steps required by Australian privacy law to protect the information and review provider security and contractual safeguards.
7. Security and retention
We use role-based access, encryption, audit controls and other reasonable technical and organisational safeguards. Sensitive handover tokens and health information are not intentionally placed in ordinary browser storage, analytics events or public URLs.
We retain information for as long as reasonably required to provide healthcare, meet clinical record, taxation, insurance and legal obligations, resolve disputes and protect patient safety. When information is no longer required, we take reasonable steps to destroy it or de-identify it, unless the law requires retention.
8. Access and correction
You may ask to access or correct personal information we hold about you by emailing us. We will verify your identity and generally respond within 30 days. If we cannot provide access or make a requested correction, we will explain why where the law requires.
A pharmacy or independent practitioner may hold a separate clinical or dispensing record. We will help direct you to the appropriate record holder where practical.
9. Privacy complaints
Email telehealth@pharmacia.com.au with the details of your concern. We will acknowledge and investigate it, and aim to provide an outcome within 30 days. If you are not satisfied, you may contact the Office of the Australian Information Commissioner.
10. Data breaches and updates
We assess suspected data breaches and notify affected individuals and the Australian Information Commissioner where the Notifiable Data Breaches scheme requires it. We may update this policy as our service or legal obligations change and will publish the current date with the updated policy.
Telehealth