Privacy Policy

On Point Natural Medicine Pty Ltd Trading as On Point Acupuncture & Natural Medicine

Last updated: 23 July 2026

1. About this policy

On Point Natural Medicine Pty Ltd is committed to protecting the privacy of your personal and health information.

As a health service provider we are bound by:

• The Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs)
• The Health Records and Information Privacy Act 2002 (NSW) (HRIP Act) and the 15 Health Privacy Principles (HPPs)

Both apply to us regardless of the size of our business. This policy explains how we collect, hold, use, disclose and dispose of your information, and how you can access it, correct it, or make a complaint.

A copy of the Australian Privacy Principles is available at oaic.gov.au. A copy of the Health Privacy Principles is available at ipc.nsw.gov.au.

This policy is available free of charge on our website, and in printed form at our clinic on request.

2. What information we collect

Personal information Name, date of birth, postal address, phone number, email address, emergency contact details, occupation where relevant to your care, and payment details.

Health information Medical and treatment history, presenting symptoms, current medications and supplements, allergies, examination and diagnostic findings including pulse and tongue findings, treatment notes, herbal and supplement prescriptions, referral letters, imaging and pathology results provided to us, and health fund or workers compensation claim details.

Healthcare identifiers Your Individual Healthcare Identifier and, where relevant to your care and with your consent, information from your My Health Record.

Health information is classified as “sensitive information” under the Privacy Act and is subject to stricter handling requirements than ordinary personal information.

3. How we collect information

We collect information directly from you wherever it is reasonable and practicable to do so, including:

• During consultations, both initial intake and follow-up
• Through our intake forms, whether paper or online
• Through our website and online booking system
• By phone, email or SMS

In some circumstances we receive information about you from a third party, such as a referring GP or specialist, a pathology or imaging provider, an insurer or employer in relation to a workers compensation claim, or a family member or carer where you are unable to provide the information yourself. Where this occurs we will take reasonable steps to make you aware of the information we have received.

If you contact us through our website we collect your name, email address, phone number and any details you choose to provide in your message. Our website may also collect non-identifying usage data through cookies and analytics tools to help us understand how the site is used and improve it. You can disable cookies in your browser settings.

4. Why we collect it and how we use it

The primary purpose of collecting your health information is to assess, diagnose and treat you safely, and to manage your ongoing care.

We also use your information for directly related secondary purposes that you would reasonably expect, including:

• Appointment scheduling, confirmations and reminders
• Billing, payment and health fund or insurer claiming
• Clinic administration, quality improvement and record keeping
• Communicating with other practitioners involved in your care
• Meeting our obligations under law, including AHPRA and Chinese Medicine Board of Australia requirements, and our professional indemnity insurance requirements

Marketing. We will only send you newsletters, health information or promotional material if you have opted in to receive them. You can unsubscribe at any time using the link in any message, or by contacting us. Opting out of marketing does not affect appointment reminders or communications about your care.

If you choose not to provide information. Providing your information is voluntary. However, incomplete information may mean we cannot treat you safely, or at all.

5. Dealing with us anonymously

Where it is lawful and practicable, you have the option of dealing with us anonymously or using a pseudonym. In most clinical situations this is not practicable, because safe treatment, clinical record keeping and health fund claiming require identified records. Please speak with us if you would like to discuss the options available to you.

6. Who we disclose your information to

We do not disclose your health information to a third party without your consent, except where required or authorised by law. We may disclose your information to:

• Other health practitioners involved in your care, such as your GP, a specialist or an allied health provider, where necessary for your treatment or for a referral
• Herbal dispensaries and suppliers, for the purpose of filling a prescription you have been given
• Our practice management software, secure backup, IT support and online forms providers, who are bound by contractual confidentiality obligations
• Payment processors, health funds, Medicare, insurers and workers compensation authorities, for billing and claiming purposes
• Our professional indemnity insurer and legal advisers, where reasonably necessary
• Any person or body where disclosure is required or authorised by law, including a subpoena, court order, mandatory reporting obligation, or a request from AHPRA
• Any person where we reasonably believe disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety

7. Overseas disclosure

Your clinical records are stored on servers located in Australia.

In limited circumstances your information may be accessed or processed outside Australia:

• Our practice management software provider may use technical support staff located in the United Kingdom or the United States to assist with urgent or after-hours support issues
• Our email delivery provider may process recipient email addresses in the United States

Where information is disclosed to an overseas recipient we take reasonable steps to ensure that recipient handles it in a manner consistent with the Australian Privacy Principles.

8. How we store and protect your information

Your information is held in a secure cloud-based practice management system, encrypted in transit and at rest. Any paper records are kept in locked storage on clinic premises.

We protect your information through access controls and individual user logins, two-factor authentication, secure backups, and staff confidentiality obligations and training. Access is limited to practitioners and staff who need it to perform their role.

If a data breach occurs that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

9. How long we keep your information

Under section 25 of the HRIP Act we are required to retain your health information:

• For at least 7 years from the last occasion on which we provided a health service to you, where the information was collected while you were an adult
• Until you reach the age of 25, where the information was collected while you were under 18

When information is no longer required we destroy it securely or permanently de-identify it. When we do so we keep a record of the name of the individual the information related to, the period the information covered, and the date it was destroyed, as required by section 25(2) of the HRIP Act.

10. Accessing and correcting your information

You have the right to request access to the personal and health information we hold about you, and to request that it be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Please make your request in writing to our Privacy Officer using the contact details below. We will respond within a reasonable period, usually within 30 days. We may ask you to verify your identity before releasing information.

We do not charge a fee for accessing your records.

There are limited circumstances set out in the Privacy Act and the HRIP Act in which we may refuse access, including where providing access would pose a serious threat to the life or health of any person, or would unreasonably affect the privacy of another person. If we refuse a request, we will explain why in writing and, where possible, offer an alternative arrangement such as access through another health practitioner.

If we correct information that we have previously disclosed to another party, you may ask us to notify that party of the correction. If we decline to correct information, you may ask us to add a note to the record stating that you consider it inaccurate.

11. Complaints

If you believe we have mishandled your personal or health information, please contact our Privacy Officer first. We ask that your complaint be made in writing. We will acknowledge it promptly and respond within 30 days.

If you are not satisfied with our response, you may take your complaint to:

Office of the Australian Information Commissioner (Privacy Act matters) Phone 1300 363 992 oaic.gov.au

Information and Privacy Commission NSW (HRIP Act matters) Phone 1800 472 679 ipc.nsw.gov.au

12. Changes to this policy

We review this policy at least annually and may update it from time to time to reflect changes in our practices or in the law. The current version is always available on our website, and the date it was last updated appears at the top of this page.

13. Contact us

Privacy Officer On Point Natural Medicine Pty Ltd 57 Georgetown Road, Georgetown NSW 2298 Phone: 0494 325 886 Email: privacy@onpointnaturalmedicine.com.au Web: onpointnaturalmedicine.com.au

Cancellation Policy

Last updated: 23 July 2026

To ensure all our patients can access the care they need, we require 24 hours notice to cancel or reschedule an appointment.

Notice period. Cancellations and reschedules must be made at least 24 hours before your appointment time. You can cancel by phone, email, or through your online booking confirmation.

Late cancellations and missed appointments. If less than 24 hours notice is given, or you do not attend your appointment, we reserve the right to charge the full consultation fee.

Payment of cancellation fees. An invoice will be issued for any cancellation fee and is payable before your next appointment.

Late arrival. If you arrive late, your appointment will still finish at the scheduled time so that following patients are not delayed. The full fee applies.

Exceptional circumstances. We understand that illness and emergencies happen. Please contact us as soon as you can and we will consider waiving the fee at our discretion.

We appreciate your understanding. Short-notice cancellations mean another patient misses out on an appointment that could not be reallocated.