Privacy Policy

1. Introduction

Wholistic Health Centre is committed to protecting the privacy and confidentiality of personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and all applicable health records legislation.

This Privacy Policy explains how we collect, use, disclose, store, and protect personal and sensitive information, including health information.

2. Definitions

In this Policy, “Wholistic Health Centre”, “we”, “us”, or “our” refers to L.X Castillo Pinzon & J.R Infante and includes its authorised practitioners, clinics, franchisees, contractors, and agents who provide healthcare services, administrative support, data processing, or other functions on behalf of the practice.

3. Information We Collect

We may collect personal and sensitive information including, but not limited to:

Name, date of birth, address, phone number, and email address
Medicare details and other health fund or third-party payer information
Medical and health history, clinical notes, and treatment records
Referral information from medical practitioners or other providers
Appointment details, billing records, and payment information
Communications between you and the clinic

We collect information directly from you where possible, or from third parties such as referring practitioners, health insurers, Medicare, or authorised representatives.

4. Purpose of Collection

We collect, use, and store personal and health information for purposes including:

Providing healthcare services and treatment
Clinical documentation and record keeping
Practice administration and operations
Appointment scheduling and reminders
Billing, Medicare and third-party claims
Regulatory, professional, and legal compliance
Quality assurance and service improvement

5. Use of Related Entities and Franchise Clinics

Wholistic Health Centre operates and supports multiple clinics, some of which are owned and operated by authorised franchisees or separate practice entities. Personal and health information may be collected, accessed, stored, or processed by authorised practitioners, clinics, or franchise partners for the purposes outlined in this Policy.

All authorised clinics, practitioners, and franchisees are required to comply with Australian privacy laws, this Privacy Policy, and applicable professional and ethical standards when handling personal and health information.

6. Use of Digital and AI-Assisted Systems

We use secure digital systems and tools to support clinical documentation, practice management, administration, and communications. These systems may include software or AI-assisted technologies that process personal and health information to improve accuracy, efficiency, and continuity of care.

All digital and AI-assisted tools used by Wholistic Health Centre are implemented with appropriate safeguards to protect confidentiality and are used in compliance with privacy and health information obligations.

7. Disclosure of Information

We may disclose personal and health information to:

Authorised practitioners, clinics, and franchise partners involved in your care
Third-party service providers who assist with IT systems, practice management software, billing, or communications
Medicare, private health funds, and other third-party payers
Regulatory authorities or professional bodies where required by law
Other parties with your consent or where permitted or required by law

We do not sell personal information.

8. Overseas Disclosure

Some service providers (such as cloud-based software providers) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure that overseas recipients handle personal information in accordance with Australian privacy standards.

9. Communication and Marketing

We may use your contact details to send appointment reminders, confirmations, and care-related communications via SMS or email. You may opt out of non-essential communications at any time by contacting us.

10. Data Security and Retention

We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification, or disclosure. Information is stored securely in electronic and/or physical form and retained only for as long as required by law or clinical obligations.

11. Access and Correction

You have the right to request access to, or correction of, your personal or health information. Requests can be made by contacting the clinic using the details below. We may require verification of identity before processing requests.

12. Complaints

If you believe your privacy has been breached, you may lodge a complaint with us. We will investigate and respond within a reasonable timeframe. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

13. Contact Details

For privacy-related enquiries or requests, please contact:

Wholistic Health Centre

Email: admin@wholistichc.com.au

Website: https://wholistichc.com.au

14. Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in legal requirements, technology, or practice operations. The most current version will be available on our website.

Restore Your Health Naturally?

If you’re seeking an alternative to conventional medicine, you’ve come to the right place. Our practice is warm and welcoming, not cold or clinical. Here, there’s a sense of peace and ease in the air. This is a special place. A friendly space. Where we take a wholistic approach to your recovery and help you be your best. You’ll probably start feeling better the moment you walk into our practice.