Privacy Policy

Last updated: 24 March 2026

Yu Yuan Acupuncture & Chinese Medicine ("we", "our", or "the Clinic") respects your privacy. This Privacy Policy explains how we collect, hold, use, disclose, and protect your personal information and health information, and how you may request access, correction, or make a complaint.

We provide Chinese medicine, acupuncture, and related health services. This Privacy Policy applies to information collected through our website, online booking system, phone, email, online forms, social media, reception, and clinical consultations.

1. What information we collect

We may collect the following types of information:

• your name, date of birth, gender, phone number, email address, residential address, and emergency contact details
• booking and administrative information, such as appointment history, cancellation or rescheduling records, referral source, and communication records
• health information, such as presenting concerns, medical history, medications, allergies, test results, lifestyle information, treatment records, and clinical notes
• payment and claiming information, such as payment records, private health insurance claiming details, invoices, and receipts
• website and technical information, such as IP address, browser type, device information, cookies, website usage data, and information submitted through website forms
• any other information you choose to provide to us

2. How we collect your information

We usually collect information:

• directly from you when you make a booking, attend a consultation, complete forms, or receive treatment
• when you contact us via our website, online booking system, email, phone, SMS, or social media
• with your consent, or where permitted by law, from other health service providers, referring practitioners, pathology or imaging providers, family members, or carers
• through cookies, analytics tools, or other website technologies that automatically collect limited technical data

3. Why we collect your information

We collect, hold, use, and disclose your information for purposes including:

• providing safe, appropriate, and continuous health care
• assessing your condition and developing and delivering treatment plans
• arranging, confirming, rescheduling, or cancelling appointments
• processing payments, issuing invoices, and facilitating private health insurance claims
• communicating with you about clinical care, appointments, follow-up, and administrative matters
• meeting legal, regulatory, professional, insurance, and record-keeping obligations
• managing and improving our services, website, and internal systems

4. When we may disclose your information

We only disclose your information where reasonably necessary for the purposes above, with your consent, or as authorised or required by law. This may include disclosure to:

• other health service providers involved in your care
• your referring doctor or other authorised clinicians
• private health insurers, HICAPS, payment processors, and accounting or bookkeeping providers
• appointment booking systems, clinical record systems, website hosting providers, cloud storage providers, IT support, and other service providers
• legal, regulatory, insurance, or law enforcement bodies
• your authorised family member, guardian, or representative

5. Third-party systems and information handling

The Clinic uses third-party systems to support the delivery of our services and the operation of the practice, including appointment and clinical records systems (such as Cliniko) and payment and claiming systems (such as HICAPS). These service providers may store or process relevant information on our behalf. We take reasonable steps to ensure that such services handle information in a manner consistent with applicable privacy laws.

If personal information is likely to be disclosed to overseas recipients, we will handle this in accordance with applicable legal requirements and update this Privacy Policy accordingly.

6. Cookies and analytics

Our website may use cookies, log files, and analytics tools to help us:

• understand website traffic and usage patterns
• improve website performance and user experience
• maintain website security
• measure website performance where applicable

Most browsers allow you to control cookie settings. However, disabling cookies may affect website functionality.

7. How we protect your information

We take reasonable steps to protect your personal information and health information from misuse, interference, loss, unauthorised access, modification, or disclosure. These steps may include:

• password-protected clinical record systems
• access controls
• secure backups and encryption measures
• staff confidentiality obligations and training
• secure storage and disposal processes for paper records

Where information is no longer required and we are permitted to do so, we will take reasonable steps to destroy or de-identify it securely.

8. Accessing or correcting your information

You may request access to, or correction of, the personal information or health information we hold about you. To make a request, please contact us using the details provided on our website Contact page. We will respond within a reasonable time.

If we refuse access or correction, we will explain the reason and advise you how you may make a complaint.

9. Anonymity and pseudonymity

In some circumstances, you may deal with us anonymously or by using a pseudonym. However, where we need to verify your identity in order to provide treatment, maintain records, process bookings, or submit health insurance claims, we may not be able to provide the service anonymously.

10. Direct marketing

We do not use your personal information for direct marketing.

11. Privacy complaints

If you have any questions or complaints about how we handle your personal information or health information, please first contact the Clinic using the details provided on our website Contact page. We will investigate and respond within a reasonable time. If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC), or the Health Complaints Commissioner (Victoria) (HCC) in relation to Victorian health records matters.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or the way we operate. The most current version will be published on our website.