Privacy Policy

Carmen Bullen Aesthetics
Effective Date: 22/10/2025

COMMITMENT TO YOUR PRIVACY

Carmen Bullen Aesthetics ("the Practice", "we", "our") recognises the importance of protecting your personal information. We are bound by the Privacy Act 1988 (Commonwealth) and the Australian Privacy Principles (APPs), which govern how we handle your personal data.

This Privacy Policy explains our practices regarding the collection, management, and disclosure of personal information you provide when accessing our services, website, or clinic facilities.

1. INFORMATION WE MAY COLLECT Personal Details

• Name, residential address, and date of birth

• Contact information including telephone numbers and email addresses

• Emergency contact details

• Government identifiers where required for healthcare purposes

Health and Clinical Information

• Medical history and current health status

• Current medications and known allergies

• Previous aesthetic treatments and procedures

• Clinical observations and treatment plans

• Before and after clinical photography (with explicit consent)

• Consultation notes and treatment outcomes

Administrative Information

• Appointment scheduling details

• Financial records related to services provided

• Insurance information where applicable

• Communications history including emails and messages

Digital Information

• Website usage data and browsing patterns

• Device identifiers and technical information

Location data when accessing our online services

2. METHODS OF COLLECTION

We gather information through various channels:

• Direct Collection: Face-to-face consultations, telephone conversations, written forms

• Digital Platforms: Online booking systems, website forms, email correspondence

• Third Party Sources: Referring healthcare practitioners (with consent), diagnostic facilities

• Automated Systems: Website cookies and analytical tools

We will inform you at the point of collection if any information is mandatory for service provision.

3. PURPOSE OF COLLECTION

Your information enables us to:

Clinical Purposes

• Assess suitability for aesthetic treatments

• Develop personalised treatment plans

• Monitor treatment progress and outcomes

• Ensure continuity of care

• Maintain comprehensive clinical records as required by law

Administrative Functions

• Schedule and confirm appointments

• Process payments and insurance claims

• Send treatment reminders and follow-up care instructions

• Manage practice operations efficiently

Regulatory Compliance

• Meet obligations under the Health Practitioner Regulation National Law

• Comply with Therapeutic Goods Administration (TGA) requirements

• Fulfil mandatory reporting obligations

• Respond to legitimate legal requests

Quality Improvement

• Evaluate and enhance service delivery

• Conduct internal audits and reviews

• Develop educational materials and resources

4. DATA SECURITY MEASURES

Carmen Bullen Aesthetics implements comprehensive security protocols:

Physical Security

• Restricted access to paper records

• Secure storage facilities with controlled entry

• Regular security assessments

Digital Protection

• Encrypted data storage systems

• Multi-factor authentication for system access

• Regular security updates and patches

• Secure backup procedures

• Access logs and monitoring

Staff Protocols

• Confidentiality agreements for all personnel

• Regular privacy training

• Limited access based on role requirements

• Clear data handling procedures

5. DISCLOSURE OF INFORMATION

We may disclose your information in specific circumstances:

With Your Consent

• To other healthcare providers involved in your care

• To nominated family members or representatives

• For obtaining second opinions or specialist referrals

Legal Obligations

• Court orders or subpoenas

• Mandatory reporting requirements

• Public health notifications

• Professional indemnity insurers where required

Service Providers

• Secure cloud storage providers

• Appointment management systems

• Payment processing services

• Laboratory or diagnostic services

All third parties are required to maintain confidentiality and comply with applicable privacy laws.

6. YOUR RIGHTS AND CHOICES Access Rights

You may request access to your personal information held by us. Requests should be submitted in writing, and we will respond within 30 days. Reasonable fees may apply for extensive requests.

Correction Rights

If you believe information we hold is incorrect or incomplete, you may request amendments. We will assess such requests promptly and either make corrections or document your concerns if we disagree.

Communication Preferences

You control how we communicate with you beyond essential clinical information. You may opt out of promotional communications at any time while continuing to receive important treatment-related messages.

Photography Consent

Clinical photography requires separate written consent which can be withdrawn at any time for future use, though existing clinical records may be retained for legal purposes.

7. RETENTION AND DISPOSAL

We retain personal information in accordance with:

• Health Records Act requirements (minimum 7 years for adults, longer for minors)

• Professional insurance requirements

• Tax and financial record obligations

Records are securely destroyed when retention periods expire, using methods appropriate to the sensitivity of the information.

8. ONLINE PRIVACY Cookies and Tracking

Our website uses cookies to enhance user experience and gather analytical data. You can adjust browser settings to refuse cookies, though this may limit website functionality.

Third-Party Links

Our website may contain links to external sites. We are not responsible for the privacy practices of these third-party websites.

Data Analytics

We use anonymized data to understand website usage patterns and improve our digital services. No personally identifiable information is used in these analyses.

9. CROSS-BORDER DATA TRANSFERS

We store all personal information within Australia. Should any future service require international data transfer, we will ensure appropriate safeguards are in place and seek your explicit consent.

10. PRIVACY CONCERNS AND COMPLAINTS

If you have privacy concerns or wish to make a complaint:

First Contact:
Carmen Bullen Aesthetics
Studio 9/149 Camberwell Rd, Hawthorn East VIC 3123
Phone:  0430 200 019

We aim to resolve all privacy concerns within 30 days. If you remain dissatisfied, you may contact:

11. SPECIAL CIRCUMSTANCES

Patients Under 18 Years of Age

For patients who have not yet reached 18 years of age, we require written consent from a parent or legal guardian before commencing treatment or collecting personal information. Extended retention periods apply to the medical records of patients under 18 in accordance with applicable legislation.

Emergency Situations

In circumstances where there is an immediate medical emergency, we may disclose relevant health information without prior consent when such disclosure is necessary to prevent a serious and imminent threat to an individual's life, health, or safety, or to public health and safety.

Notifiable Data Breaches

We maintain compliance with the Notifiable Data Breach (NDB) scheme under the Privacy Act 1988. In the event of an eligible data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with our legal obligations and within required timeframes.

12. POLICY UPDATES

This policy may be revised periodically to reflect changes in law or our practices. The current version will always be available on our website with the effective date clearly displayed. Material changes will be communicated to active patients.

13. FURTHER INFORMATION

For additional information about our privacy practices or to exercise your privacy rights, please contact our Privacy Officer using the details provided above. We welcome your feedback and are committed to addressing any privacy concerns promptly and transparently.