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Privacy Policy.

Last updated: July 2026

Primaera 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 and phone numbers.

This personal information is obtained in many ways, including by telephone, by email, via our website, from other publicly available sources, and from third parties. We do not guarantee website links or the policies of authorised third parties.

We collect your personal information for the primary purpose of providing health services to you. We may also use it for a secondary purpose that is closely related, where you would reasonably expect it. We only use your details for marketing where you have given us express consent, and never your health information. You can unsubscribe at any time using the link in any marketing email, or by emailing us.

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.

Health and sensitive information

Sensitive information is defined in the Privacy Act to include information or an 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.

As a telehealth service, we hold health information about you. This includes your assessment responses, your health history, any diagnoses, your clinician's consultation notes, medicines you take, referrals, test results, your care plan, the date and length of each consultation, and your payment details. 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 and overseas providers

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.

Some of our service providers store data overseas. This covers our website hosting, email and form delivery, and our video consultation platform. Before we send your information overseas we take reasonable steps to make sure the recipient handles it under standards equal to the Australian Privacy Principles, or we ask for your consent.

Disclosure of personal information

Your personal information may be disclosed in a number of circumstances, including the following:

  • To the contracted medical prescriber involved in your care, for prescribing, pathology ordering and medical decision-making
  • To a contracted compounding pharmacy, where a medicine is prepared for you individually
  • To accredited pathology laboratories and third-party functional testing providers, where testing is arranged as part of your care
  • To third parties where you consent to the use or disclosure
  • Where required or authorised by law

Security of personal information

Your personal information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised 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.

Access to your personal information

You may access the personal information we hold about you and update or correct it, subject to certain exceptions. If you wish to access your personal information, please contact us in writing.

Primaera 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 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 continue to provide quality services to you.

Dealing with us anonymously

Due to the nature of the health services we provide, it is generally impracticable for us to deal with individuals who have not identified themselves. Accurate identification is required to ensure the safety and continuity of clinical care, and to comply with our legal and professional obligations under applicable health legislation.

Information we did not ask for

From time to time, we may receive personal or health information that we did not solicit. Where we receive unsolicited personal information, we will promptly assess whether that information is of a kind we could have collected under our standard collection practices. If it is not, and the law allows, we will destroy or de-identify it.

How long we keep your records

We keep clinical records in line with the Health Records and Information Privacy Act 2002 (NSW). For an adult, that means at least seven years from the date of the last entry in your record. Your first contact with us does not start that clock. Where the person receiving care was under 18, we keep the record until they turn 25.

Information that is not a clinical record is kept for a shorter time. We keep enquiry and contact form submissions for two years, and marketing contact details until you unsubscribe and for twelve months after that.

When a record is no longer required and no legal obligation to retain it applies, we destroy or de-identify it securely.

Data breaches

We have processes in place to identify and respond to data breaches. Where a breach is likely to result in serious harm to you, we are required under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act to notify both you and the Office of the Australian Information Commissioner. Where we need to assess whether a breach is notifiable, we complete that assessment within 30 days. Where notification is required, we notify you as soon as practicable.

Government and healthcare identifiers

We may collect an identifier such as your Individual Healthcare Identifier where it is needed to provide your care. Primaera does not bill Medicare. We do not use a government identifier as our own reference number for you, and we only disclose one where the law permits or requires it.

We do not upload information to My Health Record. If you would like information shared with your My Health Record or with another provider, tell your clinician and we will discuss the options with you.

Telehealth consultations

Consultations are held one to one by secure video. We verify your identity at the start of a consultation. Please let your clinician know if anyone else is present or able to hear the consultation. We do not record consultations unless you have given consent in advance and the reason has been explained to you.

Digital tools and automated processing

We use digital tools to help organise information, including intake responses. These tools support our clinicians. They do not make clinical decisions. No treatment decision and no prescription is issued without review by a registered clinician.

Marketing

We only send marketing communications where you have given us express consent. Every marketing message includes a way to unsubscribe, and we act on unsubscribe requests promptly. We do not use your health information to target marketing to you, and we do not sell your information.

Cookies and website tracking

Our website uses cookies and similar technologies to keep the site working, remember your preferences and understand how the site is used. Some of these tools are provided by third parties and may set their own cookies.

Browsing a health website can reveal sensitive interests, so we keep tracking to what is needed.

When you first visit, a banner asks what you would like to allow. It gives you two choices. Decline optional means only the cookies needed to make the site work are set, and nothing that measures how the site is used will load. Accept all also lets us load measurement tools that tell us which pages are used and how people move through the site. The site works either way.

Non-essential scripts do not load until you choose Accept all. Your choice is stored in your browser and we remember it on your next visit. If you would like to change it, clear this site's stored data in your browser settings and the banner will appear again. You can also control or block cookies through your browser settings, though some parts of the site may not work as well if you do.

Policy updates

This policy may change from time to time and is available on our website.

Our Privacy Officer

Our Privacy Officer looks after privacy questions, requests to see or correct your information, and privacy complaints. The role is held by a member of our team rather than a named individual, so there is always someone to answer you. Write to [email protected].

We acknowledge privacy requests as soon as we can, and we respond to requests to access or correct your information within 30 days.

Complaints and enquiries

If you have any queries or complaints about our Privacy Policy, please contact our Privacy Officer at [email protected], or write to us at:

If you are not satisfied with how we have handled your privacy enquiry, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.