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Privacy Policy
1.1 This Privacy Policy is to provide information to you on how your personal information (which includes your sensitive information, including your health information) is collected and used by us, Dokotela Pty Ltd (ABN 22 615628 236) (‘Dokotela’), and the circumstances in which we may share it with third parties.
2.1 When you register as a patient of a practitioner who consults fromour platform, you provide consent for us (including our employees, agents,contractors and other representatives) to access and use your personalinformation so the independent practitioners consulting from our platform canprovide you with the best possible healthcare. Only persons who need to seeyour personal information will have access to your personal information. If weneed to use your information for any other purposes, we will seek additionalconsent from you to do so.
3.1 We will need to collect your personal information to operate our online bookings system to facilitate the provision of healthcare services to you by independent practitioners. Our main purpose for collecting, using, holding and sharing your personal information is to facilitate the management of your health by those independent practitioners. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).
(c) medical information including health information relating to your lifestyle, medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors;
(d) Medicare number (where available) for identification and claiming purposes;
(e) healthcare identifiers;
(f) payment and / or financial information (including credit card or bank account numbers);
(g) concession card details; and
(h) health fund details.
5.1 You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
5.2 Please be aware that Medicare rebates are only available where a Medicare card (and / or associated information) is available. As such your practitioner may require you to pay for your consults in full without this rebate if you choose to deal with us anonymously or under a pseudonym.
6.1 We may collect your personal information in several different ways:
(c) We may also collect your personal information when you contact us via our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media; and
(d) In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
i your guardian or responsible person;
ii other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services; and / or
iii your health fund, Medicare, or the Department of Veterans’ Affairs(as necessary).
6.2 If your practitioner deems it in your best interest to discuss your clinical information with you, we will arrange for this to occur either in person, via telephone or via videoconference.
7.1 We collect, use and disclose your personal information to facilitate the provision of medical services to patients of the independent practitioners consulting from our platform.
7.2 We may also share your personal information:
(c) when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or where it is otherwise impractical to obtain your consent;
(d) to assist in locating a missing person;
(e) to establish, exercise or defend a claim;
(f) for the purposes of confidential dispute resolution processes;
(g) during the course of providing nursing support services;
(j) with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers –these third parties are required to comply with the Australian Privacy Principles (APPs) and this policy.
7.3 Only people who need to access your information will be able to do so. Other than in the course of facilitating the provision of medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
7.5 We will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice inwriting.
8.1 Your personal information may be stored at our practice in various forms.
8.2 We store information as electronic records (including via cloud-based services).
8.3 We store all personal information securely via the use of passwords, encrypted back-ups, confidentiality agreements for staff and secure cabinets.
8.4 All records will be retained until the later of seven (7) years from your last contact with us, or until you reach the age of twenty-five (25).
8.5 We take steps to destroy or de-identify information that we no longer require.
8.6 Our server security policy is designed to protect the servers from unauthorised access, data breaches, and other security threats. We use the following security measures to ensure the personal information which it holds is secured:(a) Antivirus software is installed on all servers and updated regularly.
(b) Firewalls are configured to block unauthorised traffic.
(c) Servers are placed on their own subnet.
(d) Access to servers is restricted to authorised users.
(e) Servers are patched regularly to fix security vulnerabilities. Backups are created regularly every hour onsite with daily offsite backups
9.1 You have the right to request access to, and correction of, your personal information.
9.2 We acknowledge patients may request access to their medical records. You can lodge this request either via email enquiries@dokotela.com.au or telephone. We will acknowledge your request within three (3) business days. We can post the requested information to your postal address, or we can email the information to you if you request it. If we are required to process a request for your records, we may charge for our reasonable costs incurred in complying with your request.
9.3 We will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to enquiries@dokotela.com.au.There is no fee charged for making corrections to your personal information.
10.1 We take complaints and concerns regarding privacy seriously. You should express any privacy concerns (including any breach of the APPs or any registered binding APP code) you may have in writing.
10.2 Complaints should be addressed to:
(a) Name and Position: {Head of Operations, Mathew Simons}
(b) Email: { Mathew.simons@dokotela.com.au}
10.3 We will respond with acknowledgement of your complaint within three (3) business days and provide a response within thirty (30) business days.
10.4 You may also contact the Office of the Australian Information Commissioner (OAIC).Generally, the OAIC will require you to give them time to respond before theywill investigate. For further information, visit www.oaic.gov.au or call theOAIC on 1300 363 992.
11.1 If you “like” or comment on our social media pages, we will have your social media name.
11.3 Our website may contain links to third-party websites. We are not responsible forthe content or privacy practices of websites that are linked from our website.
12.1 This privacy policy will be reviewed annually to ensure it is in accordance with any changes that may occur.
12.2 Last reviewed: 24 April 2025.
