Privacy Policy

Privacy Policy

  1. Your privacy is important to us
    MELBOURNE UROLOGY GROUP and its related bodies corporate and associated clinics (we, our or us) appreciate the importance of protecting your personal information when you attend our clinics, make enquiries over the phone or visit our website.
    This Privacy Policy is designed to explain to you how we manage personal information in accordance with the Privacy Act 1988 (Cth). It explains to you the sort of personal information that we may collect about you. It also sets out how and why we collect personal information, our policies on management and storage of that material, how we use and disclose personal information, and how you can access and seek correction of your personal information or complain about privacy matters.
  2. What kind of personal information we may collect and hold

    2.1 The kind of personal information we may collect and hold include your:

    • name, gender, date of birth and address including email address;
    • phone number and mobile phone number;
    • medical history, medical conditions, medications, prescriptions and treatments;
    • Medicare number and healthcare provider details;
    • general practitioner’s contact details;
    • communications with us;
    • your opinion/preferences about specific products and services;
    • payment information such as credit card number;
    • private health fund details;
    • social media account details (e.g. Facebook or Wechat account details for marketing purposes);
    • use of our products and services;
    • employment details (e.g. current place of employment, information for workcover cases); and
    • internet service provider, computer or mobile device when you use our website or mobile app and you have enabled “cookies”, “web beacons” and/or any other tracking technologies.


    2.2 We may also take before and after photographs of you, write notes about your medical history, medical conditions and your treatments.

  3. How we collect personal information

    3.1 We collect personal information about you in four ways:

    • directly from you when you attend one of our clinics, interact with our staff or visit our website;
    • from other health practitioners or a third parties via referrals, correspondences and medical reports;
    • from government, statutory or regulatory bodies and enforcement bodies; and
    • publicly available sources.


    3.2 You do not need to identify yourself when you deal with us (e.g. enquiring about treatment) but there are situations where we will only deal with individuals who identify themselves. If you choose not to provide the personal information requested, we may not be able to provide you with the products or services you require.

    3.3 If we receive unsolicited personal information about you, we will, within a reasonable period after receiving the information, determine whether or not we could have collected the information under the privacy laws if we had solicited the information. If we could have collected the personal information, we will ensure that this Privacy Policy is complied with in relation to that information, and we will inform you:

    • that the unsolicited personal information has been collected;
    • the circumstances of that collection; and
    • about this Privacy Policy.

    3.4 If we could not have collected the personal information had we solicited it, we will destroy the information or ensure it is de-identified as soon as practicable.

  4. Why we collect, hold, use and disclose personal information

    We collect, hold, use and disclose personal information about you to:

    • verify your identity;
    • maintain patient records;
    • provide you with the highest level of specialist medical care which includes diagnosing and treating your current medical condition or concern;
    • facilitate referrals and communications with other medical practitioners, clinics, hospitals and allied health professionals such as physiotherapists and occupational therapists;
    • administer and manage product or service offerings such as charging, billing and collecting debts;
    • gather information for statistical, reporting, research and development purposes;
    • understand your product or service requirements to provide you with an improved service or product;
    • tell you about products and services that may be of interest to you;
    • provide you with updates about us to inform you about our new products or services;
    • manage, train and develop our staff;
    • assess a person’s application for employment;
    • handle complaints and disputes;
    • respond to enquiries;
    • compile and maintain mailing lists for marketing (including direct marketing) purposes (refer to paragraph 5 for more details); and
    • comply with requirements under the Privacy Act 1988 (Cth) or any other law.


  5. Direct marketing

    5.1 We may use or disclose your personal information for the purpose of direct marketing. That is, to promote our products or services or those of third parties.

    5.2 You expressly consent to the use or disclosure of your personal information for direct marketing purposes. You also expressly consent for us to disclose your personal information to our business partners or other third party providers to facilitate their sending direct marketing communications to you.

    5.3 You may ask us to identify the source of the personal information that we use or disclose for direct marketing purposes. You can do this at any time by contacting us via the details set out in paragraph 11 below.

    5.4 If at any time you do not wish to receive any further direct marketing communications whether from us or from third parties, you can ask us not to send you any further direct marketing communications and not to disclose your personal information to third parties for that purpose. You can do this at any time by using the “unsubscribe” facility included in a prominent statement in the direct marketing communications or by contacting us via the details set out in paragraph 11 below.

  6. What we do with personal information

    6.1 In addition to the uses of personal information set out in paragraph 4 above, we also use and disclose some of the personal information for a purpose that is different to the original purpose for which it was collected for (Secondary Purpose), if:

    • you would reasonably expect that we would use or disclose the personal information for the Secondary Purpose that is related to the original purpose (or directly related to the original purpose if the information relates to sensitive information);
    • you have consented to the Secondary Purpose; or
    • the use or disclosure is required or authorised by or under law (including for example, disclosure is necessary to lessen or prevent a serious threat to life, health or safety of an individual).


    6.2 We will assume you consent to management of your personal information in the manner specified in this Privacy Policy (which may change from time to time) until you tell us otherwise via the details set out in paragraph 11 below.

  7. How we hold personal information

    7.1 Once we have collected personal information about you, we ensure that the information is stored in a secure place. Personal information that is in hardcopy format is under the strict control of our office staff. Personal information that is in digital format is stored in our local server which is also under the strict control of our office staff. Emails are transferred to secure servers that are located in Australia and the United States of America.

    7.2 Our staff and data processors respect the confidentiality of your personal information that is held by us.

    7.3 We take reasonable steps to ensure that your personal information is protected from misuse, interference, loss and from unauthorised access, modification or disclosure. If we no longer need your personal information for any purpose for which the information may be used or disclosed or required by law, we will take reasonable steps to destroy the information or ensure that the information is de-identified.

  8. How to access and correct personal information

    8.1 You have the right to access and seek correction of your personal information held by us. It is also important that your personal information that we hold about you is accurate, up-to-date and complete.

    8.2 If you are aware that this is not the case and would like your personal information corrected, or simply desire access to your personal information, please contact us via the details set out in paragraph 11 below.

    8.3 We may ask you to put your request in writing and pay a reasonable fee levied by us for this.

  9. Questions, comments or complaints

    9.1 If you have any questions, comments or complaints (enquiries) regarding our Privacy Policy or its implementation in relation to you, please write to us via our contact details set out in paragraph 11 below.

    9.2 In your enquiry, please make sure that you provide enough factual information to enable us to understand the nature and extent of the enquiry. This includes the relevant personal information involved, the circumstances of the enquiry and the staff member involved.

    9.3 All enquiries will be taken seriously and handled with discretion. We will contact you to confirm receipt of your enquiry within 5 business days of receipt. We will then endeavour to respond to any enquiry within 30 days. If however we cannot respond within that timeframe, we will advise you of the time within which we expect to be able to respond.

    9.4 If our response does not resolve your complaint, then all parties will meet in good faith to establish a process (which may or may not entail third party involvement) and a time frame for dealing with the complaint.

    9.5 If you are still not satisfied with our response to your complaint, you may take your complaint to the Office of the Australian Information Commissioner. Please visit the website for more information.

  10. Amendments to our Privacy Policy

    We reserve the right to amend the Privacy Policy from time to time to meet changing conditions. However any changes will comply with Australian law regarding privacy.

  11. Contact us

    The contact details for all enquiries about our Privacy Policy or its implementation are:
    Privacy Officer
    Melbourne Urology Group
    Suite 2, 141 Grey St
    East Melbourne, VIC 3002

  12. More information

    For more information about the privacy laws in Australia and protecting your privacy, please visit the Office of Australian Information Commissioner’s website on