Privacy policy

Information I collect

I may collect information needed to provide safe and appropriate care, including:

• your name, date of birth and contact details;
• appointment, billing and payment information;
• health history, symptoms, medicines and supplements, test results, clinical notes and treatment plans;
• referral information and relevant correspondence with other healthcare providers; and
• information you provide in forms, consultations, telephone calls or correspondence.

Website and service providers may also process routine technical information, such as an IP address, browser type, device information and security logs, when you use this website or an online service.

How information is collected

I usually collect information directly from you. With your consent, or where otherwise permitted by law, I may also receive relevant information from a referring practitioner, another healthcare provider, a family member or an authorised representative.

Why information is used

Personal and health information may be used to:

• respond to enquiries and manage appointments;
• assess your health and provide naturopathic care;
• maintain clinical, billing and administrative records;
• communicate with you and, with your consent, other members of your healthcare team;
• process payments and refunds; and
• meet legal, professional, safety and insurance obligations.

I do not sell personal information or use health information for marketing without consent.

Service providers and disclosure

I use trusted service providers to operate the practice, including Cliniko for appointments and clinical records, Stripe for online payments, and providers of website hosting, communications, secure storage, accounting and technical support. These providers receive only the information reasonably needed to perform their services.

Information may also be disclosed with your consent, when needed to provide care, when required or authorised by law, or when necessary to address a serious threat to health or safety. Current information about how Cliniko and Stripe handle data is available in their respective privacy policy and privacy policy.

Overseas processing

Some service providers may store or process information outside Australia. This may include Australia, the United States and other countries in which those providers or their subprocessors operate. I take reasonable steps to use reputable providers with appropriate privacy and security safeguards.

Storage, security and retention

I take reasonable administrative and technical steps to protect personal information from loss, misuse and unauthorised access, modification or disclosure. Clinical records are retained for the periods required by law: generally seven years after the last health service provided to an adult, or until age 25 when information was collected while the patient was under 18. Records are then securely destroyed or de-identified where appropriate.

Email and this website

Please do not send personal or sensitive health information by ordinary email. Use the secure Cliniko forms provided for clinical information, or contact me to arrange a suitable method of transfer. Links to external websites are governed by those websites' own privacy policies.

Access and correction

You may ask to access or correct personal information I hold about you. I may need to verify your identity before responding. Access may be limited where permitted by law, and reasonable administrative costs may apply where allowed.

Questions or complaints

For a privacy enquiry, access or correction request, or complaint, email susan@susanarentz.com.au. I will investigate and respond within a reasonable time. If the matter is not resolved, you may contact the Office of the Australian Information Commissioner or the Information and Privacy Commission NSW.

Changes to this policy

This policy may be updated when practice systems, services or legal requirements change. The current version will be published on this page.