Introduction

At Myuna Care, we understand how important it is to protect your personal information and respect your privacy rights. This privacy policy explains how we collect, use, manage, and safeguard your personal information.

We’ve written this policy in clear and simple language. Our legal responsibilities are guided by the Privacy Act 1988 (Cth), particularly the Australian Privacy Principles (APPs) outlined in Privacy Act.

This policy details how we meet our obligations under all relevant privacy laws, including the Privacy Act, in handling your personal information.

Overview

This Privacy Policy applies to you if you are:

• A customer, client, contractor, or supplier of Myuna Care
• A user of any of our products or services
• A visitor to our website at www.myunacare.com.au
• An employee or a job applicant with us

By sharing your personal information with us, you agree to its collection, storage, use, and disclosure as outlined in this Policy.

This Policy works alongside any other terms and conditions relevant to your relationship or engagement with Myuna Care.

Personal Information

Personal information refers to any details that can identify you, such as your name, address, phone number, email address, or your profession. If the information can directly or indirectly identify you, it is treated as personal information.

Sensitive Information (Including Health Information)

Sensitive information is a specific type of personal information that privacy laws protect more strictly. This includes health-related data, genetic or biometric details, racial or ethnic background, political views, religious beliefs, sexual orientation, criminal history, and membership in professional, political, or trade organizations. In this Policy, all sensitive and health-related data are included under the term “personal information.”

Dignity

Myuna Care is committed to maintaining the privacy and dignity of everyone we support or employ. Our policies and procedures are designed to ensure your information is kept private and that all interactions uphold respect and dignity at all times.

Collection

What information we collect

The type of personal information we collect depends on the services you request or your interactions with us. This may include:

General Information:

Details relevant to our relationship with you, such as:

• Name, postal and email addresses, and contact numbers
• Gender, date of birth, marital status, occupation, and next of kin
• Health and medical details including medical history, conditions, treatment plans, and contact information for your healthcare providers
• Where applicable to your care, information about your racial or ethnic background, religious beliefs, political views, or sexual orientation
• Financial details such as credit card information, health insurance, Medicare, concession cards, or workers’ compensation claims
• Citizenship or residency status
• Driver’s licence or passport details
• Information generated during our relationship with you, including records of your interactions with us, photos and videos for clinical or care purposes
• CCTV footage from our premises

For Employees, Contractors, Suppliers, or Visitors:

If you are working with us or visiting our premises, we may collect:

• Details about your occupation, education, employment history, and suitability for the role (including background checks, social media profiles, and any required licences/permits)
• Emergency contact details
• Personal email address
• Car registration details
• Information about your job performance, including drug test results if applicable
• Health and safety-related information, including compliance with government COVID-19 guidelines. This may include recent health status, communicable disease exposure, travel history, and any symptoms or contact with confirmed or suspected COVID-19 cases

If you have opted into Australia’s eHealth system, we are required to collect and use your personal information in accordance with the My Health Records Act 2012 (Cth). For more information, visit www.health.gov.au.

If you are a customer at one of our facilities, we may collect your Individual Healthcare Identifier from the Healthcare Identifiers Service Operator and use it as authorised under the Healthcare Identifiers Act 2010 (Cth).

How We Collect Your Information

Where possible, Myuna Care collects personal information directly from you. This commonly occurs during the normal course of providing healthcare services, such as:

• When you access or use our website
• When you complete forms or documentation to receive a service
• When you voluntarily share information with us in person, over the phone, via email, or through other communication channels
• When we access your eHealth record

If we collect your personal information from someone else, we will take reasonable steps to ensure you are informed of this collection.

We may also obtain personal information from third parties, including:

• Your nominated Medical Treatment Decision Maker or Support Person
• Healthcare providers or specialists involved in your care
• Health professionals who have previously treated you
• Your health insurer or other insurance providers
• Your family members
• Australia’s eHealth system, if you have opted in
• For recruitment purposes, from sources such as background checks, employment references, and professional bodies like AHPRA
• Publicly available sources

If you provide us with personal information about someone else, you confirm that you have their consent to do so. You may also be responsible for informing them of this disclosure and ensuring they are aware of their rights under privacy laws, including their right to access their personal information and our commitment to handling it in accordance with this Policy.

Anonymity

Where permitted by law and practical in the situation, individuals may choose to interact with us anonymously or use a pseudonym (for example, when making general enquiries about our services).

However, if you wish to make a booking or access our services, we will need to collect personally identifiable information to proceed.

If you request to remain anonymous, Myuna Care staff will inform you or your authorised representative of any potential or actual impact this may have on our ability to deliver the service.

Use and Disclosure of Your Information

Why We Collect Your Information

 We collect, store, use, and share your personal information for purposes such as:

• Verifying your identity
• Providing our services and communicating with you about them
• Sharing necessary details with related organisations, contractors, and allied health providers involved in your care
• Complying with legal, regulatory, or reporting obligations, including responding to lawful requests for information
• Supporting accreditation, quality assurance, and clinical audits
• Managing and resolving complaints
• Handling billing and debt collection
• Reviewing and improving our services and programs
• Responding to your enquiries and feedback
• Assessing job applicants or potential contractors
• Communicating with current or potential employees and contractors
• Improving and managing our website
• Informing you about our services or offers from our partner care providers

 Additionally, CCTV recordings may be used to:

• Prevent and detect unauthorised access or criminal activity
• Ensure the safety and security of staff, clients, contractors, and visitors
• Investigate incidents
• Review staff and contractor conduct

How and When We Share Your Information

With your consent (or where permitted under privacy laws), we may share your personal information with:

• Treating doctors, general practitioners, and other health professionals
• Allied health services like pathology or radiology
• Contractors or third parties working on our behalf
• Government agencies, regulatory bodies, or auditors
• Health funds or Medicare for billing and reporting
• Sub-contractors involved in your care
• Our related organisations in line with the purposes described in this policy
• Consultants (e.g. legal, accounting, business advisors)
• Authorised external auditors
• Internal staff group communication (e.g., newsletters using work emails)

We will only share your personal information for purposes beyond those listed above if:

• You have given your consent
• You would reasonably expect it as part of your care
• It is necessary to prevent a serious threat to someone’s health, safety, or life
• It is legally required or allowed

We will only release your information to an authorised representative if they provide written consent from you or legal evidence showing they have the authority to act on your behalf.

If We Cannot Collect Your Information

If you choose not to provide your personal information, the following may occur:

• We may be unable to provide some or all of the services or support you need
• You might not receive information about services, treatments, promotions, or offers
• If you’re applying for a job, we may not be able to process your application

If you’re unsure about sharing your information, please speak with our Privacy Officer to understand how it may affect you.

Data Security and Retention

We take all reasonable measures to safeguard the personal information we hold from misuse, loss, and unauthorised access, alteration, or disclosure, in line with relevant legal and regulatory obligations. Myuna Care complies with the Notifiable Data Breaches Scheme under the Privacy Act and routinely reviews risks related to data security. Where risks are identified, we implement improvements to strengthen our systems and procedures.

We ensure the security of all personal and health-related information—whether in paper, electronic, film, video, or audio format. Access to this information is strictly limited to individuals whose professional or administrative responsibilities require it.

Personal information is retained only as long as necessary to fulfil the purposes outlined in this Policy. Once it is no longer needed, it is securely destroyed or disposed of in accordance with applicable legal requirements.

Accessing and Correcting Your Information

You have the right to access the personal information we hold about you at any time by contacting our Privacy Officer.

Whenever possible, access requests should be submitted in writing. Please include your full name, address, and a clear description of the information you’re seeking. Also, provide a return address (email is acceptable) and specify how you would like to receive access. We may need to verify your identity before processing your request.

If we hold your information, we will provide access in a format that meets your needs—unless we’re legally required or permitted to deny access. Examples of situations where access may be refused include:

• If access would pose a serious risk to the health or safety of any individual or the public
• If it would unreasonably affect the privacy of others
• If the request is deemed frivolous or vexatious
• If granting access would breach the law

We may charge a reasonable fee to cover the cost of providing access. If applicable, we’ll inform you of any charges beforehand and offer alternative, cost-effective access options.

To keep your information accurate and up to date, please notify your Myuna Care contact or our Privacy Officer of any changes. If you believe the information we hold is incorrect, you can request an update. If we refuse access or decline to amend your details, we will give you written reasons (unless it’s unreasonable to do so) and explain how you can lodge a complaint.

Access Requests via Legal Representatives

We will only release your personal information to an authorised representative if they have provided written consent or evidence of legal authority to act on your behalf.

Cross-Border Disclosure of Personal Information

Currently, we only disclose personal information to our related entities and service providers within Australia. We do not otherwise share your information with overseas recipients.

For clients located in Victoria or New South Wales, we will not share health information outside those states unless it is in accordance with the Health Records Act 2001 (Vic) or the Health Records and Information Privacy Act 2002 (NSW). Disclosure may occur if:

• You have provided consent
• The recipient is governed by laws that offer similar privacy protection
• The disclosure is legally required or authorised
• It benefits the individual, and it’s not practical to obtain consent, but we reasonably believe consent would be given

Direct Marketing

By providing your information, you agree to receive marketing communications from us via post, email, phone, or SMS about our services or related offerings you may find helpful. Myuna Care will not share your personal information with third parties for marketing purposes.

We will never use your sensitive information for marketing unless you give explicit consent.

If you prefer not to receive marketing messages, you can opt out by:

• Contacting your service delivery representative or our Privacy Officer
• Submitting a request through the “Contact Us” section of our website
• Clicking “Unsubscribe” in any marketing emails or messages

Our Website

Automatic Information Collection

When you visit our website you are not required to share personal information unless you choose to do so—for example, by submitting an enquiry form. However, we may automatically collect non-identifiable data such as your browser type and version, language settings, operating system, pages visited, access times, and referring website address. This information is used internally to monitor site traffic, identify trends, and provide a more personalised experience during your visit.

Analytics Services

Myuna Care may work with third-party services such as the Google Display Network and Google Analytics to help us analyse website usage. These services use ‘cookies’ to collect anonymous, non-identifiable data.

Cookies

When you visit our website, a small file known as a ‘cookie’ may be stored on your device. Cookies help us track how you interact with our website. They do not collect personal information like bank details or passwords. Instead, cookies gather data such as your browser type, device operating system, pages visited, and referral sources. You can configure your browser to notify you when a cookie is being used, allowing you to choose whether or not to accept it.

Location-Based Tools

We may collect general location data from your device (such as city or region) to enhance your experience and improve the relevance of our location-based services.

Updates to This Policy

This Privacy Policy was last updated on 16 July 2025. We may revise this Policy periodically to reflect changes in laws, technology, our operations, or the broader business environment. The most current version is always available at https://www.myunacare.com.au/privacy-policy/, or you can request a copy by contacting our Privacy Officer using the details below.

How to Contact Us

You can reach out to us if you would like to:

• Ask questions or provide feedback about how Myuna Care handles personal and health information
• Request access to the personal information we hold about you
• Request corrections if you believe your information is inaccurate, incomplete, outdated, irrelevant, or misleading
• Learn more about any part of this Privacy Policy
• Request a copy of the Policy in an alternative format
• Submit a privacy-related complaint

Contact Details

Email: [email protected]

Phone: 0494 398 764

Webform: https://www.myuna.com.au/contact-us

If you believe your privacy has been breached, please contact our Privacy Officer as a first step. We ask that complaints be submitted in writing so we can clearly understand and respond to your concerns.

We aim to respond within 30 days of receiving your written complaint. Our response will usually be in writing and will explain the outcome of our investigation and offer an opportunity for you to reply.

If you are not satisfied with the outcome, you also have the right to make a complaint to the Privacy Commissioner via.

Phone: 1300 363 992
Email: [email protected]
Mail:

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001