Introduction
This privacy policy explains how Illawarra General Practice collects, uses, stores and shares your personal and health information, and how you can access your information or make a complaint.
We handle your information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records and Information Privacy Act 2002 (NSW).
Why and when your consent is needed
When you register as a patient, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with health care. Only staff who need to see your information will access it. If we need to use your information for any other purpose, we will seek your further consent.
Why we collect, use, hold and share your information
We collect, use, hold and share your personal information to manage your health care safely and effectively. We also use it for directly related business activities, such as billing, managing appointments, practice audits, accreditation and business processes.
What information we collect
The information we collect may include:
- Your name, date of birth, address and contact details
- Medical information, including your medical history, medications, allergies, adverse reactions, immunisations, test results, family history and relevant lifestyle factors
- Your Medicare number, DVA number and concession card details, where relevant
- Your health fund details, where relevant
- Emergency contact details
- Your healthcare identifiers
Dealing with us anonymously
You can choose to deal with us anonymously or using a pseudonym, unless it is impractical for us to do so or we are required or authorised by law to deal only with identified individuals.
How we collect your information
We may collect your personal information in several ways:
- When you make your first appointment, our staff collect your personal and demographic information through your registration
- During the course of providing medical services, we may collect further personal information
- When you book online through our online booking provider, or contact us by phone, email or SMS
- Through electronic health systems such as My Health Record, for example via a Shared Health Summary or Event Summary
We may also collect your information from other sources when it isn’t practical or reasonable to collect it from you directly, such as:
- Your guardian or responsible person
- Other health care providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services
- Your health fund, Medicare or the Department of Veterans’ Affairs, as necessary
When, why and with whom we share your information
We sometimes share your personal information:
- With other health care providers involved in your care, such as hospitals, specialists, allied health professionals, pharmacies, and pathology and diagnostic imaging services
- With third parties who work with our practice for business purposes, such as IT providers, accreditation agencies and our online booking provider. These third parties are required to comply with the Australian Privacy Principles
- When it is required or authorised by law, such as court subpoenas or notifiable disease reporting
- When it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety, or to public health or safety, or when it is impractical to obtain the patient’s consent
- To assist in locating a missing person
- To establish, exercise or defend an equitable claim
- For the purpose of confidential dispute resolution
- During the course of providing medical services, through My Health Record, electronic prescribing, and pathology and diagnostic imaging requests
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as described in this policy, we will not share your personal information with any third party without your consent.
We will not use your personal information to market our services directly to you without your express consent. If you do give consent, you can opt out at any time by letting us know in writing.
Sending information overseas
We are unlikely to share your personal information with overseas recipients. If this becomes necessary, we will only do so with your consent, where it is required or authorised by law, or where it is otherwise permitted under the Australian Privacy Principles.
Training and quality improvement
Our practice is involved in training GP registrars and medical students. You may be asked whether a registrar or student can be present during your consultation, and you are always free to say no.
We may use de-identified information for quality improvement and professional development, to help improve the care we provide.
How we store and protect your information
Your personal information may be stored at our practice in various forms, including electronic records, visual records such as X-rays and photographs, and audio recordings.
Electronic records are kept in secure clinical software with password protection, user access controls and regular data backups. Any paper records are kept in secure, locked storage and securely destroyed when no longer required. Our staff are trained in privacy and confidentiality.
How you can access and correct your information
You have the right to request access to, and correction of, your personal information.
Please make your request in writing to our Practice Manager, or ask our reception team for help. We will respond within a reasonable time, generally within 30 days. A fee may apply for providing copies of your records, and we will let you know of any cost before we process your request.
We take reasonable steps to make sure the personal information we hold is accurate, complete and up to date. Please let our reception team know if your contact details or other information change. If you believe any information we hold about you is incorrect, you can request a correction in writing to our Practice Manager.
Email and SMS communication
We may contact you by SMS or email, for example for appointment reminders, recalls and results notifications. Email and SMS are not always secure, so we take care with the information we send this way. Please let us know if you would prefer not to be contacted by email or SMS. For more detail on how we communicate with patients, see our Patient Communication Policy.
How to make a privacy complaint
We take privacy concerns seriously. If you have a concern about how we have handled your personal information, please contact our Practice Manager in writing:
Practice Manager Illawarra General Practice 13 Market Street, Wollongong NSW 2500 Phone: (02) 4216 5511 Email: admin@illawarragp.com.au
We aim to respond to privacy complaints within 30 days.
If you are not satisfied with our response, you can contact:
- Office of the Australian Information Commissioner (OAIC): oaic.gov.au or 1300 363 992
- NSW Information and Privacy Commission: ipc.nsw.gov.au
- NSW Health Care Complaints Commission: hccc.nsw.gov.au
Policy review
This privacy policy is reviewed regularly to make sure it reflects our current practices and legislation. Any changes will be published on this page. A printed copy is available from reception on request.
Last updated: October 2026