Australian Veteran Health Services (AVHS)
Last reviewed: 13 August 2026
Last updated: 17 August 2026
AVHS collects personal and health information so we can provide safe, effective and coordinated care. We only use, share and store information in ways that are lawful, necessary and appropriate for healthcare, DVA-related services, administration, safety and quality improvement.
1. Our commitment to privacy
Australian Veteran Health Services (AVHS, we, us or our) is committed to protecting the privacy, confidentiality and security of personal information and health information. This Privacy Policy explains how we collect, use, store, disclose, protect and manage personal information in the course of providing healthcare, support services and website functions.
This policy is intended for patients, prospective patients, carers, authorised representatives and visitors to the AVHS website. It has been written as a public-facing policy and does not replace AVHS internal privacy, information security, staff confidentiality or clinical governance procedures.
AVHS manages personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Healthcare Identifiers Act 2010 (Cth), the My Health Records Act 2012 (Cth), applicable health records requirements and relevant guidance for health service providers.
Patients covered by this policy
AVHS provides healthcare and support services primarily to veterans and, where applicable, their family members, carers and authorised representatives. For the purposes of this Privacy Policy, the term patient includes veterans and all individuals who receive healthcare or related services from AVHS.
Privacy and confidentiality
AVHS recognises that health information is sensitive information and is subject to enhanced privacy protections under Australian law. Only authorised personnel may access patient health records where access is necessary to perform their role. AVHS takes reasonable steps to ensure patient information remains confidential, secure, accurate and protected from unauthorised access, use, modification or disclosure.
2. What information we collect
The information we collect depends on the services you receive and how you interact with us. It may include:
Identifying information, such as your name, date of birth, address, contact details and emergency contact details.
Medicare, Department of Veterans’ Affairs (DVA), Healthcare Identifier or other relevant entitlement details.
Health information, including medical history, medications, allergies, referrals, test results, clinical notes, treatment plans and correspondence from other healthcare providers.
Information relevant to DVA claims, rehabilitation, assessments, support services or care coordination where applicable.
Billing, appointment, consent, communication preference and administrative information.
Website and digital interaction information, such as IP address, browser information, device information, cookies and website analytics information where used.
Health information is sensitive information. AVHS handles health information with additional care because it may identify someone and relate to their health, disability, health status or healthcare.
3. How we collect information
Where practical, AVHS collects personal information directly from you. This may occur when you complete forms, make an appointment, attend a consultation, contact us by phone, email, SMS, online form or social media, use our website, or speak with our clinicians and administrative staff.
In some circumstances, we may collect information from other sources where it is unreasonable or impracticable to collect it from you directly, or where you have authorised us to do so. These sources may include:
Your authorised representative, guardian, carer or responsible person.
Your treating doctors, specialists, allied health providers, hospitals, pathology providers, diagnostic imaging providers, pharmacies, community health services or other involved healthcare providers.
Medicare, DVA and other government agencies where necessary for your care, funding, claims or legal obligations.
Secure messaging, referral, practice management, document management, telehealth or My Health Record systems where applicable.
AVHS will only collect information that is reasonably necessary for our functions and activities, or otherwise permitted or required by law.
Telehealth services
AVHS may provide consultations using approved telehealth platforms. Telehealth consultations are conducted using systems selected to support privacy, confidentiality and information security.
Telehealth consultations are not routinely recorded. Any audio or video recording of a consultation will only occur with the patient’s informed consent, or where required or authorised by law. Information collected during telehealth consultations forms part of the patient’s health record and is managed in accordance with this Privacy Policy.
4. Why we collect, use and hold information
AVHS collects, uses and holds personal information so that we can:
Assess, diagnose, treat, support and coordinate care for patients.
Communicate with you and other authorised people involved in your care.
Manage appointments, referrals, reminders, recalls, billing and administration.
Support DVA-related claims, assessments, reporting and service coordination where applicable.
Maintain accurate and complete health records.
Meet clinical governance, accreditation, quality improvement, risk management, audit and legal obligations.
Respond to complaints, requests for records, privacy enquiries or data breach matters.
Maintain the safety, security and functionality of our systems and website.
If AVHS wishes to use information for a purpose that is not directly related to your care or another permitted purpose, we will seek consent where required by law.
5. Consent and communication
By providing information to AVHS, attending appointments, using our services or continuing to engage with us, you consent to AVHS collecting, using and disclosing your information for the purposes described in this policy, unless you tell us otherwise or the law provides another basis for collection, use or disclosure.
You may withdraw or modify consent where this is legally and clinically appropriate. If you do so, AVHS will explain any consequences that may affect the services we can provide.
AVHS may communicate with you by phone, SMS, email, mail, secure messaging or other agreed channels. Please tell us if your contact details or communication preferences change.
Appointment reminders, recalls and follow-up communications
AVHS may contact patients by telephone, SMS, email, secure messaging or post regarding:
Appointment reminders and confirmations.
Clinical recalls.
Preventive health reminders.
Follow-up care requirements.
Investigations, referrals or treatment-related communications.
Administrative matters relating to your healthcare.
Patients may advise AVHS of their preferred communication method, however certain communications may be required to support safe clinical care or meet legal obligations.
6. Disclosure of information
AVHS only discloses personal information where this is necessary for your care, authorised by you, required or authorised by law, or otherwise permitted under privacy legislation. Depending on your circumstances, information may be disclosed to:
Treating doctors, specialists, allied health providers, hospitals, pathology providers, diagnostic imaging providers, pharmacies and community health services involved in your care.
Medicare, DVA, insurers, government agencies, regulators or statutory bodies where required or authorised.
Secure technology, software, document management, telehealth, billing, communications, cloud hosting or administrative service providers that support AVHS operations.
Your authorised representative, guardian, carer or responsible person where appropriate and lawful.
Courts, tribunals, law enforcement, regulators or other parties where disclosure is required or authorised by law.
Another person or organisation where necessary to lessen or prevent a serious threat to life, health or safety.
AVHS does not sell personal information. We do not disclose personal information for commercial marketing purposes without consent.
Overseas disclosure and cloud service providers
AVHS stores patient records within Australia wherever practicable. AVHS uses technology providers, cloud-based platforms and service providers to support healthcare delivery, administration, communications, telehealth and information management.
Where a service provider may store, process or access information outside Australia, AVHS takes reasonable steps to ensure appropriate privacy, confidentiality and security protections are maintained in accordance with Australian privacy laws. AVHS will provide additional notice where required by law.
7. My Health Record and healthcare identifiers
Where applicable, AVHS may use healthcare identifiers and My Health Record functions to support safe and coordinated healthcare, consistent with the Healthcare Identifiers Act 2010 (Cth), the My Health Records Act 2012 (Cth) and applicable policies. Access to My Health Record information is limited to authorised people and is used only for permitted healthcare purposes.
8. Storage, security, retention and destruction of information
AVHS stores personal information in secure electronic systems, including practice management, clinical information and document management systems. We take reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification and disclosure.
Security measures may include:
Role-based access controls.
Password and authentication controls.
Encryption.
Audit logs.
Secure backups.
Staff confidentiality obligations and staff training.
Physical security and document handling controls.
Contractual privacy requirements for service providers.
Only authorised AVHS team members and authorised service providers may access information where access is required for their role. AVHS regularly reviews privacy and information security risks associated with clinical records, referrals, correspondence, email, file sharing, telehealth, social media, practice software and other systems.
Retention and destruction of health records
AVHS retains personal information and health records for the period required by applicable Commonwealth and State or Territory laws, professional obligations and healthcare record retention requirements. When information is no longer required and retention obligations have been met, AVHS will take reasonable steps to securely destroy or de-identify the information.
9. Use of AI-assisted and automated technologies
AVHS may use technology, including AI-assisted or automated tools, to support administration, documentation, workflow management, quality improvement and healthcare delivery. These tools do not replace clinical judgement. Clinical decisions are made or reviewed by appropriately qualified healthcare practitioners.
Where personal information is used in connection with AI-assisted or automated tools, AVHS applies privacy, confidentiality, consent, security and governance controls. AVHS does not make clinical decisions without human review and approval.
Where applicable, you may ask AVHS how AI-assisted or automated tools have been used in relation to your information.
10. Website analytics, cookies, tracking technologies and online forms
The AVHS website may use cookies, analytics tools or other tracking technologies, like tracking pixels. Some technologies may involve third-party service providers. Where this occurs, AVHS will take reasonable steps to ensure that personal information is handled consistently with privacy law and this policy.
The AVHS website uses Meta Pixel to collect IP address, site navigation pathway, or unique device identifier. Information collection is kept to a minimum and we do not share any personal or sensitive information. You can manage or disable cookies and some tracking technologies through your browser settings. Disabling cookies may affect the functionality of some website features.
By using our website you agree to the use of these technologies.
Online forms and website enquiries
If you submit information through the AVHS website, including appointment enquiries, contact forms, feedback forms, intake forms or other online submissions, AVHS will collect and manage that information in accordance with this Privacy Policy.
Information submitted through website forms may be used to respond to enquiries, arrange appointments, provide requested services, manage administrative processes and facilitate communication between AVHS and patients.
Our website may contain links to third-party websites. Those websites are not controlled by AVHS and are not governed by this Privacy Policy. You should review the privacy policy of any third-party website you visit.
11. Accessing, correcting and transferring your information
You may request access to the personal information and health information AVHS holds about you. You may also ask us to correct information if you believe it is inaccurate, incomplete, out of date, irrelevant or misleading.
Requests should be made in writing. AVHS may need to verify your identity before releasing or correcting information. We will respond to requests within a reasonable period and in accordance with applicable privacy legislation.
AVHS will provide access to health information in the manner most appropriate to the circumstances, which may include inspection of records, provision of copies of records, transfer of records to another healthcare provider or provision of clinical summaries. Requests will be managed in a timely, authorised and secure manner.
Where you request that relevant health information be transferred to another healthcare provider, AVHS will manage the request in a timely, authorised and secure manner, subject to identity verification, consent requirements and any lawful limitations.
Access may be refused or limited in circumstances permitted by law, such as where giving access would create a serious threat to life, health or safety, unreasonably affect another person’s privacy, breach confidentiality obligations, or conflict with legal requirements. If access or correction is refused, AVHS will explain the reason where it is lawful and reasonable to do so.
A reasonable administrative fee may apply for providing copies of records or collating information. AVHS will advise you before any fee is charged.
12. Consequences of not providing information
If you choose not to provide certain personal information, AVHS may be unable to provide some services, communicate with you effectively, coordinate your care, process claims or meet legal, clinical or administrative obligations.
13. Data breaches
AVHS maintains procedures for identifying, containing, assessing, responding to and preventing data breaches. If an eligible data breach occurs that is likely to result in serious harm, AVHS will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth). This may include notifying affected individuals and the Office of the Australian Information Commissioner where required by law.
14. Privacy complaints and concerns
If you have a concern or complaint about how AVHS has handled your personal information, please contact us in writing. AVHS takes privacy complaints seriously and will attempt to resolve them as soon as reasonably practicable.
Please direct privacy enquiries, access requests, correction requests and complaints to:
Attention: Senior Operations Manager
Email: contact@avhs.com.au
Postal address: Australian Veteran Health Services (AVHS), Level 6, 2 Wellness Way, Springfield Central QLD 4300
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC generally expects that you allow AVHS a reasonable opportunity to respond before it investigates a complaint.
OAIC: www.oaic.gov.au
Phone: 1300 363 992
15. Changes to this policy
AVHS may update this Privacy Policy from time to time. The current version will be available on the AVHS website. Where changes are significant, AVHS may take additional steps to notify patients or website users where appropriate.
16. Legal and guidance framework
This policy has been drafted having regard to the following legislation, standards and guidance:
Privacy Act 1988 (Cth)
Australian Privacy Principles
Healthcare Identifiers Act 2010 (Cth)
My Health Records Act 2012 (Cth)
OAIC Guide to health privacy for health service providers
RACGP Standards for general practices, 5th edition, Criterion C6.3
Notifiable Data Breaches scheme