Last updated: 27 June 2026
Ace Health Centre (ABN 64 220 560 925) (“we”, “us”, “our”) is committed to protecting the privacy of your personal information, including your health information. This policy explains how we collect, use, store, disclose and protect your personal information, and how you can access or correct it. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable laws, including relevant Queensland health laws.
Our Privacy Officer is responsible for managing privacy at our practice and is your point of contact for any questions, access or correction requests, or complaints (see “Contact us” below). This policy is available free of charge, and we can provide it in another reasonable form on request.
1. The information we collect
We collect personal information that is reasonably necessary to provide you with safe, high-quality allied health care and to run our practice, including:
- Identity and contact details (name, date of birth, address, phone, email and, where relevant, emergency contact and next of kin).
- Health information — your medical history, symptoms, examination findings, diagnoses, treatment and clinical notes, referrals, imaging and test results, and correspondence with other health providers.
- Medicare, DVA, NDIS, WorkCover and private health fund details, and other information needed for billing and claiming.
- Payment details for our services.
- Information you provide when you contact us, book online, complete intake or consent forms, or use our website.
Health information is “sensitive information” under the Privacy Act and is given a higher level of protection. We collect it with your consent and only where reasonably necessary for your care, or as otherwise permitted or required by law. Where you give us information about another person (for example an emergency contact), please ensure they are aware you have provided it and that they can ask us about it.
2. How we collect your information, and your choices
Wherever practicable we collect personal information directly from you — in person, by phone, by email, through our website, or via online forms. We may also collect information from others involved in your care, such as your referring GP or specialist, another health practitioner, your parent, guardian or carer, or a third-party funder (such as Medicare, DVA, NDIS, WorkCover or your health fund), with your consent or as authorised by law.
You may deal with us anonymously or by a pseudonym where this is lawful and practicable (for example, a general enquiry by phone). However, to provide clinical care and to bill or claim from funders, we generally need to know who you are. If you choose not to provide the information we request, we may be unable to provide treatment, coordinate your care, or process Medicare, DVA, NDIS, WorkCover or health-fund claims.
3. Why we collect and use your information
We use your personal information to:
- provide, manage and coordinate your health care;
- communicate with you about appointments, recalls, results and follow-up;
- liaise with other health providers involved in your care;
- process payments, billing and claims (including via HICAPS, Medicare, DVA, NDIS, WorkCover and private health funds);
- manage, evaluate and improve our services; and
- meet our legal, professional and accreditation obligations.
4. Our use of artificial intelligence (AI) for clinical documentation
Ace Health Centre uses an AI-assisted “digital scribe” to help our practitioners prepare your clinical notes accurately while staying focused on your care.
What it does. With your consent, your consultation is audio-recorded and converted by the AI into a written summary of the consultation — not a word-for-word transcript. The AI summary is a draft only and may be incomplete or contain errors; it is not relied upon for your care unless and until your treating practitioner has reviewed and approved it. Your practitioner reviews, edits and approves every note, remains the author of that note, and is fully responsible for your clinical care and records.
Where your information is processed. Our AI scribe runs locally, on Ace Health Centre’s own secured computer on the premises in Australia. The audio is processed entirely on this on-site computer and is never sent to any third-party AI service, cloud provider, or overseas recipient. The short-term audio recording is deleted as soon as your note is finalised, and in any case within 48 hours. Once you approve the note, it is stored in our practice-management system as part of your health record, where it is covered by the storage, retention and overseas-disclosure terms in sections 6, 7 and 8.
Automated decision-making. The digital scribe assists with documentation only. It does not make or recommend any decision about your diagnosis, treatment or care — all clinical decisions are made by your treating practitioner, who reviews and approves every AI-assisted note. More generally, we do not use AI to make automated decisions that have a legal or similarly significant effect on you.
Your consent and choices. We ask for your consent before using the digital scribe and note your decision in your record. You can decline, or withdraw your consent for future consultations, at any time without affecting your care — if you decline, your practitioner will simply document the consultation in the usual way.
5. Who we disclose your information to
We disclose your personal information where it is reasonably necessary for your care or for our routine practice operations, with your consent or where you would reasonably expect us to, including to:
- the practitioners and staff involved in your care at Ace Health Centre;
- other health providers involved in your care (for example your GP, specialists, other allied health providers, hospitals, and pathology or radiology services);
- third-party funders for billing and claiming (Medicare, DVA, NDIS, WorkCover, private health funds and HICAPS). Where your care is funded by a third party (for example WorkCover, NDIS, DVA or an insurer), making and continuing a claim may require us to disclose relevant clinical information, including reports, to that funder; and
- our practice-management, IT and payment service providers who help us run the practice, under confidentiality obligations.
We may also use or disclose your information without your consent where this is required or authorised by law — for example to comply with a court or tribunal order or a mandatory reporting obligation, or where we reasonably believe it is necessary to lessen or prevent a serious threat to a person’s life, health or safety.
We do not sell your personal information. We do not use your health information for marketing. If we send you any other marketing communications, each will include a simple way to opt out, and you can ask us to stop at any time.
6. Overseas disclosure
Our AI scribe is processed only on our on-site equipment in Australia and its audio is not disclosed overseas (see section 4). Some of our other IT, software and payment providers may store or process information on servers located in Australia or, in limited cases, overseas. Where we disclose your information to an overseas recipient, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles; in limited cases we may instead rely on your consent. You can ask our Privacy Officer where your information is stored.
7. Storage, quality and security of your information
We store your personal information in secure electronic and, where applicable, physical records. We take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure — including access controls, secure systems, device security and staff confidentiality obligations. We also take reasonable steps to keep the information we hold accurate, up to date and complete, and we ask you to tell us if your details change. If a data breach involving your personal information is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.
8. How long we keep your information
We retain your health records for as long as required by applicable Queensland and other relevant laws — generally at least 7 years from the date of last entry for adults; and for a patient who was a child at the time of treatment, until they turn 25 years of age, or 7 years from the last entry, whichever is later. After that, records are securely destroyed or de-identified.
9. Accessing and correcting your information
You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact our Privacy Officer using the details below. There is no charge to make a request, although a reasonable fee may apply to providing access to your records. We will respond within 30 days. In some circumstances we may be permitted by law to decline access, in which case we will explain why and let you know how to seek a review.
10. Our website
When you use our website, we may collect information through cookies and analytics to help us understand how the site is used and to improve your experience. Any overseas data flows arising from these services are covered by section 6. You can manage cookies through your browser settings.
11. Complaints
If you have a concern about how we have handled your personal information, please contact our Privacy Officer first (details below) so we can try to resolve it. We will acknowledge your complaint and aim to respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.
12. Changes to this policy
We may update this policy from time to time to reflect changes in our practice or the law. The current version will be available on our website, with the “last updated” date reflecting the latest revision, and we will highlight any material changes.
13. Contact us
Privacy Officer
Ace Health Centre
3/60 Santa Cruz Boulevard, Clear Island Waters QLD 4226
Email: info@acehealthcentre.com
Phone: (07) 5572 6222
