Privacy Policy

One Life Health Group Last updated: 23 June 2026

Our commitment to your privacy

At One Life Health Group we are committed to protecting the privacy of your personal information and handling it responsibly. We recognise that the information we collect, particularly your health information, is sensitive, and we have adopted privacy practices designed to meet our obligations under the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic).

This policy explains what personal information we collect, how we collect it, why we collect it, who we may share it with, and how you can access or correct it.

This policy applies to both our clinic and our gym locations. 

What personal information we collect

Depending on the services you receive from us, we may collect:

  • Your name, date of birth, address and contact details
  • Emergency contact details
  • Health history, including past and current conditions, medications and family history
  • Information relating to your diagnosis, treatment and management, including clinical notes, assessments and progress records
  • Information relevant to third party funding arrangements, such as WorkCover, TAC, DVA or NDIS claims, where applicable
  • Billing and payment information
  • Information you provide when booking online, completing forms, or contacting us by phone, email, SMS or social media

If you choose not to provide certain information, we will let you know if this affects our ability to provide care, so you can make an informed decision.

How we collect your personal information

Wherever practical, we collect personal information directly from you. This may happen when you:

  • Complete admission or administrative paperwork, in person or online
  • Speak with a practitioner during a consultation or over the phone
  • Make a booking through our website or booking system
  • Contact us by email, SMS or social media

Occasionally we may collect information from a third party, such as a referring doctor or another treating practitioner, where it is necessary for your care or required by law.

Why we collect, use and hold your personal information

We collect, use and hold your personal information primarily to provide you with safe and appropriate treatment and care. This includes:

  • Assessing, diagnosing, treating and managing your health condition
  • Communicating with you about appointments, treatment and accounts
  • Processing payments and claims, including with funding bodies such as WorkCover, TAC, DVA or NDIS
  • Meeting our legal, regulatory and professional obligations
  • Improving our services and the operation of our practice

We will only use your information for a purpose that is directly related to your care, or for a purpose you would reasonably expect, unless you have agreed otherwise or the law requires or permits a different use.

When we may disclose your personal information

We only disclose personal information where it is necessary for your care, where you would reasonably expect it, or where we are required or authorised by law to do so. This includes the following circumstances:

  • With other healthcare providers involved in your care, such as referrals and shared treatment planning
  • With funding bodies relevant to your treatment, such as WorkCover, TAC, DVA or NDIS, where your treatment is being claimed through one of these schemes
  • When required by law or a court order, such as a subpoena
  • When there is a statutory requirement to share certain information, such as mandatory disease notification
  • When it is necessary to lessen or prevent a serious threat to your life, health or safety, or that of another person

We may disclose personal information to third-party service providers who assist us in operating our practice, including IT providers, AI Vendors, software vendors, cloud hosting providers, appointment reminder services, payment processors and other contractors who are required to protect the confidentiality of your information.

We require all third-party service providers we work with to handle your information securely and only for the purposes for which it was disclosed to them. Some of these providers may store or process information outside Australia. Where this is the case, we take reasonable steps to ensure the overseas recipient handles your information consistently with the Australian Privacy Principles, or we will seek your specific consent before that disclosure occurs.

Other than as described in this policy, or with your consent, we will not share your personal information with third parties.

Use of AI in your consultations

During your consultation, your practitioner may use an AI-assisted note-taking tool to help prepare your clinical record. We currently use Heidi, an Australian AI scribe service, for this purpose. Heidi listens to your consultation and generates a written summary, which your practitioner reviews, edits where needed, and adds to your file.

Heidi does not retain audio recordings of your consultation once your notes have been generated, and we have entered into a data processing agreement with Heidi consistent with the Australian Privacy Principles. You can read more about how Heidi handles information at heidihealth.com.

Your practitioner will let you know before your consultation if this tool is being used, and you are welcome to ask for it not to be used at any time, without affecting your care.

Storing and securing your information

Your personal information is stored electronically within our practice management system and associated business systems. We take reasonable technical and organisational steps to protect your information from unauthorised access, loss, misuse or disclosure, including restricting access to staff who need it to provide your care or manage your account.

How long we keep your information

We retain your health records for the period required under the Health Records Act 2001 (Vic), currently a minimum of seven years from your last consultation, or until you turn 25 if you were a minor when the record was created, whichever is longer. We will securely destroy or de-identify personal information once it is no longer required for these purposes or for any other legal requirement.

Accessing and correcting your information

You may request access to your personal information, including your medical records, at any time. To do so, please apply in writing to admin@onelifehg.com.au and provide identification. A reasonable fee may apply to cover the cost of retrieving and copying your records.

If you believe any information we hold about you is incorrect, incomplete or out of date, you can ask us to correct it by contacting us using the details below. We will take reasonable steps to update your information, or, where we disagree with a correction request, we will note your concerns against the record.

Our website and cookies

Our website may use cookies and similar technologies to understand how visitors use our site and to improve your experience. You can adjust your browser settings to limit or block cookies, though this may affect how parts of the website function. We do not use this information to identify you personally.

Complaints

If you have any concerns about how we have handled your personal information, please contact us using the details below. We take all complaints seriously and will respond within a reasonable time.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal obligations. The most current version will always be available on our website.