Privacy Policy
Bellevue Podiatry PTY LTD is 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 have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.oaic.gov.au
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website www.bellevuepodiatry.com.au, from your website, from media and publications, from other publicly available sources, from cookies, Google Ads campaigns, Facebook Ads and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Website chat
Our website has a chat window. An AI assistant answers first. It can check appointment times, book, move or cancel appointments, answer common questions and take a message for our reception team. If you ask to talk to a person, the chat can connect you to our reception team through a live chat service. The chat is not for emergencies: in an emergency, call 000.
We use what you type in the chat to answer you, manage your appointments and pass your message to our team. This can include your name, date of birth, mobile number and a few words about the reason for your visit. By giving us this information in the chat, you agree to us collecting and using it for these purposes.
The chat is provided to us by service providers: Telnyx (the AI assistant) and tawk.to (live chat with reception). The details needed to book your appointment or pass on your message also go to our booking system and to our email and automation services. Some of these providers store or process information overseas, including in the United States.
Please keep health details in the chat to a few words. If you’d rather not use the chat, call us on (03) 9457 2336 or email [email protected].
Phone calls
Calls to our tracking numbers are recorded, and a message at the start of the call tells you this. We use recordings to check service quality and to see which of our advertising led to your call. Our call tracking service, CallRail, stores recordings and call details and may store or process them overseas, including in the United States.
When our AI phone assistant is switched on, it may answer calls, for example when reception is busy. It tells you at the start of the call that it is an AI assistant, and you can ask to speak to a person. It can check appointment times, book, move or cancel appointments, answer common questions and take a message. Calls it answers are recorded and transcribed so it can help you and pass your message to our team. The AI phone assistant is provided by Telnyx, which stores or processes information overseas, including in the United States.
Computer programs that help decide our messages
We use computer programs to decide some of the reminders and follow-up messages we send. For example:
- after a visit, our system reads the follow-up your practitioner writes in your notes (such as “review in 2 weeks”) and texts you if you haven’t booked;
- a few days after you cancel, it texts you unless the cancellation shows you don’t need to come back;
- our recall system lists patients who haven’t been back for a while;
- our AI assistants book, move or cancel appointments when you ask them to.
These programs use your name, contact details, appointment history and, for follow-up texts, a short part of your practitioner’s notes. Our team sets the rules. You can ask us to stop these messages at any time, or reply STOP to a text.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Bellevue Podiatry PTY LTD will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at:
8 Bellevue Avenue, Rosanna VIC 3084
(03) 9457 2336