Flawless Rejuvenation (“we”, “us”, “our”) provides aesthetic medicine services from our clinics in Hampton and Toorak, Melbourne. We take the privacy of your personal information seriously, including your health information.
This policy explains what personal information we collect, how we use it, who we share it with, and how you can access or correct it. It applies to information collected through our clinics, our website, our booking system, and our marketing channels.
Because we provide health services, this policy applies to us regardless of our business size. We handle your information in line with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic) for health information collected in Victoria.
The information we collect
The personal information we collect depends on your relationship with us. It may include:
- Your name, date of birth, contact details, and emergency contact details
- Health information, including your medical history, current medications, allergies, skin or health conditions, and treatment notes
- Photographs and images taken before, during, or after treatment
- Appointment, payment, and billing records
- Consultation forms, consent forms, and correspondence with our practitioners and staff
- Information you provide when you contact us, subscribe to our communications, or interact with our website
Health information is “sensitive information” under the Privacy Act. We only collect it with your consent, or where the law otherwise allows it, and we apply a higher standard of care to how we store and handle it.
How we collect your information
We usually collect personal information directly from you, through:
- Consultation and intake forms, in person or online
- Our booking platform
- Phone, email, or in-person conversations with our team
- Our website, including enquiry forms and newsletter sign-ups
- Our social media pages and advertising platforms, where you interact with our content
Occasionally we may collect information from a third party, such as a referring practitioner, but only with your consent or where permitted by law.
Why we collect and use your information
We collect and use your personal information to:
- Assess your suitability for treatment and provide safe, appropriate care
- Manage your bookings, treatment records, and ongoing care
- Process payments and manage billing
- Communicate with you about your appointments and treatment
- Send you marketing communications, where you have agreed to receive them
- Meet our legal, clinical record-keeping, and professional obligations
- Improve our services and website
We do not use or disclose your health information for a purpose other than the one it was collected for, unless you consent, the secondary purpose is directly related and you would reasonably expect it, or the law requires or permits it.
Photographs, images, and testimonials
We may take clinical photographs before, during, and after treatment as part of your medical record. These are used for clinical assessment and continuity of care.
We will only use your photographs, images, or testimonial for marketing, website, or social media purposes with your separate, explicit consent. You can withdraw this consent at any time by contacting your clinic. Withdrawing consent will not affect your ongoing treatment or care.
Where images are used for marketing, we follow the advertising guidelines set by the Australian Health Practitioner Regulation Agency (AHPRA), including obtaining informed consent and not using images in a way that is misleading or creates unrealistic expectations.
Marketing communications
With your consent, we may send you offers, newsletters, and updates by email or SMS. Every marketing communication includes a way to opt out. You can also ask us directly at any time to stop sending you marketing communications.
We use third-party platforms, including our booking and email marketing providers, to send appointment reminders and marketing communications. These providers only use your information for the purpose we authorise.
Disclosure of your information
We may disclose your personal information to:
- Our practitioners and clinic staff involved in your care
- Other healthcare providers, where necessary for your treatment and with your consent
- Our booking, payment, and email marketing service providers
- Our IT and website service providers, for the purpose of maintaining our systems
- Regulatory bodies, insurers, or legal advisers, where required by law or to establish or defend a legal claim
We do not sell your personal information, and we do not disclose your health information to advertising platforms for the purpose of ad targeting.
Overseas disclosure
Some of the service providers we use, including cloud hosting, email marketing, and advertising platforms, may store or process information outside Australia. Where this happens, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.
Data quality and security
We take reasonable steps to keep your personal information accurate, up to date, and secure. This includes restricting staff access to records on a need-to-know basis, using secure clinical and booking software, and applying technical safeguards to our website and systems.
No system can guarantee complete security. If we become aware of a data breach likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC), in line with the Notifiable Data Breaches scheme.
Access and correction
You can request access the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, or incomplete. To make a request, contact your clinic using the details below. We will respond within a reasonable time. In some circumstances we may need to refuse access, for example where release could pose a risk to your health, and if so we will explain why.
Complaints
If you have a concern about how we have handled your personal information, contact us using the details below. We will investigate your complaint and respond within a reasonable time.
If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. The most current version will always be available on our website.
Contact us
Hampton clinic: 474 Hampton Street, Hampton
Phone: 03 9598 5333
Toorak clinic: 456 Toorak Road, Toorak
Phone: 03 9827 5246
Email: reception@flawlessrejuvenation.com.au
ABN 21 143 994 898