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Privacy and Confidentiality Statement

This statement applies to Health Voyage Ltd (Health Voyage) and the programs and services it operates (we/us).

Health Voyage is committed to safeguarding the privacy and confidentiality of all personal and health information it, and services of Health Voyage, collects, uses, and stores.

We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records and Information Privacy Act 2002 (NSW).

Collection of Information

• When you request a service from Health Voyage, we will explain how and why we collect, use and retain information about you and seek consent where consent is required or appropriate. Some information may also be collected, used or retained where required or authorised by law.
• We have policies on how we collect, use, store and share your information.
• The information we collect assists us to keep current details about you and your needs so we can provide services for you in the best possible way.
• If you decide not to share some of your information, which is your right, it may impact our ability to provide you with the services and programs best suited to you.
• Where lawful and practicable, you may ask to interact with Health Voyage anonymously or using a pseudonym, although this may limit the services we can provide.

The types of information we may collect include:

• Personal details (e.g., name, address, date of birth, contact information).
• Medical history and health information relevant to care.
• Payment and billing information.
• Referral and service-use information, consent and information-sharing preferences, and details of family members, carers or other support people where relevant to your care or support.

We collect personal information:

• When you provide your personal information to us, including through face to face meetings, over the telephone, by completing forms, agreements, surveys, applications, whether online, in person, in writing or over the telephone.
• From a member of your family, next of kin, guardian or authorised representative where we are unable to collect information from you.
• From an order of an Australian court or tribunal that authorises us to be provided with the information.
• When you apply to become an employee, consultant, contractor or supplier to us.
• When you place an order for our goods or services over the phone or in person or online.
• When you register to attend one of our forums, groups, events or conferences.
• From third parties, such as doctors, nurses, allied health professionals who you have provided consent to share information with us.
• From relevant government departments, such as the National Disability Insurance Agency.
• When we provide you with support.

We use the information collected for purposes such as:

• Delivering healthcare services and managing patient care.
• Communicating with individuals regarding their care or appointments.
• Meeting legal, regulatory, and funding/reporting requirements.
• Undertaking quality assurance, service improvement, training and research activities, using de-identified information wherever practicable and identifiable information only where permitted by law and subject to appropriate access and confidentiality controls.
• For prospective employees, consultants, contractors and suppliers, we may disclose your personal information to third parties to assist us in considering your suitability to work with us and for managing our employment or engagement with you.

We will only share personal or health information:

• With your consent.
• When required or authorised by law (e.g., reporting notifiable diseases or complying with court orders).
• Where required or authorised by law, including applicable child protection obligations, or where disclosure is permitted to lessen or prevent a serious threat to life, health or safety.
• To other healthcare providers involved in your care where you have consented, where this is a directly related purpose you would reasonably expect, or where otherwise permitted or required by law.

Where Health Voyage sends optional promotional information, it will do so in accordance with applicable privacy and marketing laws and provide a way to opt out.

Health Voyage does not routinely disclose personal or health information to overseas recipients. Some online service providers may process or store limited website or technical information outside Australia. Further information is provided in the Website Use Privacy Statement.

Sharing information with families, carers and other services

You can tell us who you consent to Health Voyage sharing your information with, including family members, carers, supporters and other health or service providers. We will respect your choices about information sharing and will only share information in accordance with your consent, where you would reasonably expect us to do so for your care, or where sharing is otherwise required or authorised by law.

You can also tell us if there are people you do not want information shared with. We will respect this wherever possible. There may be limited circumstances where information can or must be shared without consent, including where required or authorised by law or where necessary to respond to a serious threat to life, health or safety. For young people, decisions about information sharing also take account of the young person’s capacity, wishes, privacy and safety and applicable legal requirements.

Confidentiality

All Health Voyage staff, contractors and volunteers are ethically, and by law, required to respect the confidentiality and privacy of all people providing information to Health Voyage, and seeking care from Health Voyage services. Health Voyage will uphold this obligation to protect the confidentiality of information about you.

How will your information be protected?

Data Security
Health Voyage takes reasonable steps to protect all personal and health information from misuse, interference, loss, and unauthorised access, modification or disclosure. Measures include:

• Secure physical and electronic storage systems.
• Restricted access for authorised personnel only.
• Regular staff training on data privacy and security.

Health Voyage retains personal and health information for the periods required by law and securely destroys or de-identifies information when it is no longer required to be retained.

Access and Correction

You may request access to personal information Health Voyage holds about you. Access will be provided subject to applicable privacy law and any lawful exceptions. You may also request correction of information you believe is inaccurate, out of date, incomplete, irrelevant or misleading. You can learn more about this from the person you see at Health Voyage or contact Health Voyage Privacy Officer – privacy@healthvoyage.org.au

Complaints

If you believe we have breached your privacy or confidentiality, you can submit a complaint to us by contacting Health Voyage Privacy Officer – privacy@healthvoyage.org.au

Health Voyage will acknowledge your complaint, review or investigate the matter as appropriate, and provide you with an outcome or response within a reasonable period.

If unresolved, or you are unhappy with our response, you may escalate your complaint.

Office of the Australian Information Commissioner (OAIC) 

www.oaic.gov.au

Health Care Complaints Commission (NSW)
1800 043 159
hccc@hccc.nsw.gov.au

Information and Privacy Commission NSW (IPC NSW)
1800 472 679
ipcinfo@ipc.nsw.gov.au
www.ipc.nsw.gov.au

Changes to this statement and our privacy practice

Health Voyage may update this statement when its privacy practices or legal obligations change. The Privacy Officer is responsible for coordinating notification of substantial or material changes to consumers and, where relevant, their families and carers.

Depending on the nature and impact of the change, notification may include an update or notice on the Health Voyage website, direct communication with affected consumers, or updated service information or consent documentation. Where a material change affects the basis on which Health Voyage collects, uses or shares personal or health information, Health Voyage will explain the change and obtain updated consent where required before applying the changed arrangement.

Contact Us

For questions about this statement, to request access to information, or to lodge a complaint, please contact:

Health Voyage Limited
45-53 Little St, Coffs Harbour, NSW 2450

Post: PO Box 46, Coffs Harbour, NSW 2450
02 6699 3353

privacy@healthvoyage.org.au
healthvoyage.org.au

Click Here for Health Voyage Privacy Policy

updated 16/09/2026