Privacy Policy

Last updated 20 September 2026. Applies to PDC Health Hub by Perth Diabetes Care, all clinic sites, this website, our online shop and our member portal.

1. Who we are

PDC Health Hub by Perth Diabetes Care is a multidisciplinary allied health service based at 968b Albany Highway, East Victoria Park WA 6101, with clinics across the Perth metropolitan area and telehealth across Western Australia.

We are a health service provider, so we are covered by the Privacy Act 1988 (Cth) and the Australian Privacy Principles regardless of our turnover. Most of the information we hold about you is health information, which the Privacy Act treats as sensitive information and protects more strictly than ordinary personal information.

2. The information we collect

2.1 Information you give us

• Your name, date of birth, address, phone number and email address.
• Your Medicare number, DVA number, NDIS participant number, health fund details and pension or concession card details.
• Your health information: your medical history, diagnoses, medicines, allergies, test results, glucose and device data, measurements, care plans, clinical notes, referrals and correspondence.
• Emergency contact, carer, guardian or nominated representative details.
• Information about your cultural background, interpreter needs, disability or supports where you tell us, so we can provide safe and appropriate care.
• Payment information when you buy from our shop or pay an account. Card numbers are handled by our payment provider and are not stored by us.

2.2 Information from other people

• Referrals, letters and results from your GP, specialists, hospitals, pathology and imaging providers.
• Information from your NDIS support coordinator, plan manager, aged care provider or residential facility.
• Information from Services Australia and from the My Health Record system where you have one and we access it as part of your care.
• Device and sensor data you or your clinician upload from glucose meters, continuous glucose monitors and insulin pumps.

2.3 Information collected automatically on this website

See section 6 below.

3. Why we collect, hold, use and disclose it

• To provide and coordinate your care, including assessment, treatment, education and follow up.
• To communicate with you about your appointments, results and care.
• To claim and bill through Medicare, the NDIS, DVA, health funds and other funders, and to manage accounts.
• To dispense, supply and deliver products and prescriptions you order.
• To meet our legal, professional and accreditation obligations, including record keeping, incident reporting and mandatory notifications.
• For quality improvement, clinical audit and staff training, using de-identified information wherever possible.
• For research, only with your separate consent or under an approved ethics process.

We only collect health information about you with your consent, or where the law allows or requires it. If you do not give us the information we ask for, we may not be able to provide safe care or claim a rebate on your behalf.

4. Who we share it with

• Other clinicians involved in your care, inside and outside PDC, including your referring GP or specialist.
• Bedford Pharmacy 777, where you have asked us to arrange a supply, prescription or BlueLoop order.
• Services Australia, for Medicare, DVA and PBS claiming, and the NDIA and plan managers for NDIS claiming.
• Your private health fund, where you claim.
• Pathology, imaging and device manufacturers where this forms part of your care.
• Our software and service providers, under contracts that require them to protect your information: our practice management system, our website and shop platform, our secure messaging, email and file storage providers.
• Your nominated carer, guardian, family member or representative, where you have authorised it or where the law allows.
• Others where the law requires or permits, for example a court order, a mandatory reporting obligation, or a serious threat to life, health or safety.

We do not sell your information. We do not disclose your health information for marketing purposes.

5. Storage outside Australia

Some of our software providers store or process data on servers outside Australia, including in the United States and the European Union. Where that happens we take reasonable steps to make sure the provider handles your information consistently with the Australian Privacy Principles. If you want to know where a particular system stores data, ask us and we will tell you.

6. This website, cookies and tracking

When you visit this website we collect some information automatically, including your IP address, browser and device type, the pages you visit and how you arrived here.

6.1 Cookies that are always on

A small number of cookies are needed for the website, the shop and the member portal to work at all, for example keeping you signed in, remembering what is in your cart, and recording your cookie choice. These are strictly necessary and cannot be turned off without breaking the site.

6.2 Cookies and tracking that need your permission

We would like to use analytics and advertising tools, which may include Google Analytics, the Meta pixel and similar technologies, to understand how the site is used and to reach people who may benefit from our services.

Because we are a health service, the pages you look at here can reveal health information about you. The Office of the Australian Information Commissioner has made clear that a health provider deploying tracking pixels is collecting that information, and that a general cookie banner is not enough. So we do not switch any analytics or advertising tracking on unless you have given us express permission through the banner on this site.

6.3 Changing your mind

You can change your choice at any time using the Cookie and tracking preferences link in the footer of every page. Turning tracking off stops any further collection through these tools. You can also block or delete cookies in your browser settings.

7. Direct marketing

We may send you newsletters, service updates and information about education events and products. Every message includes an unsubscribe link, and you can ask us to stop at any time by emailing admin@pdchealthhub.com.au. We will not use your health information to target marketing to you without your express consent.

8. Keeping your information safe

We hold your information in secure clinical and business systems with access controls, multi-factor authentication for staff, encryption in transit, audit logging and regular backups. Paper records are stored securely and destroyed confidentially. Our staff and contractors are bound by confidentiality obligations and are trained in privacy.

If a data breach happens that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

9. How long we keep it

We keep clinical records for at least seven years from the date of your last service. Where the person was under 18 at their last service, we keep the record until they turn 25. We keep financial and claiming records for the period required by tax and funding rules. When information is no longer needed for any purpose and we are not required to keep it, we destroy or de-identify it.

9.1 Messages in the member portal

BlueLoop members can send messages to our team, and read our replies, in the member portal. Portal messages are for questions about your account, orders and deliveries. They are not for urgent or clinical matters: for those, call us on (08) 6110 0570, or 000 in an emergency.

Your messages are stored with your portal account and can be read and answered by any member of our staff. Each time a staff member opens or replies to a conversation, it is recorded. When we reply, we email you to say a message is waiting. That email does not contain the message itself.

We keep portal messages for seven years after the last message in the conversation, then delete them. If your portal account is closed or de-identified at your request, your messages are deleted at that time.

9.2 Blocked email addresses

If someone misuses our online services, for example by sending abusive or spam messages, our practice managers can block an email address or email domain from our online forms and member portal. We keep the blocked address, the reason and who made the decision while the block is in place, and for seven years after it is lifted, so we can show why it was applied. Blocking an address does not delete any of your records. If you think your address has been blocked in error, call us on (08) 6110 0570.

10. Accessing and correcting your information

You can ask for a copy of the information we hold about you, and you can ask us to correct anything that is wrong, out of date or incomplete. Write to admin@pdchealthhub.com.au or ask at reception. We will respond within 30 days.

There is no charge to request access. We may charge a reasonable fee for the cost of copying or providing the information, and we will tell you what it is before we do the work. In limited situations the Privacy Act allows us to refuse access, for example where giving access would pose a serious threat to someone's life, health or safety. If we refuse, we will tell you why in writing and explain how to have that decision reviewed.

11. Making a complaint

If you think we have mishandled your information, tell us first. Email admin@pdchealthhub.com.au or write to the Practice Manager, PDC Health Hub, 968b Albany Highway, East Victoria Park WA 6101. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to:

• The Office of the Australian Information Commissioner, at oaic.gov.au or 1300 363 992, for privacy matters.
• The Health and Disability Services Complaints Office of Western Australia, at hadsco.wa.gov.au, for complaints about a health service.
• The Australian Health Practitioner Regulation Agency, at ahpra.gov.au, for concerns about a registered practitioner.

12. Changes to this policy

We review this policy at least every two years and whenever our systems or obligations change. The current version is always on this page, with the date it was last updated at the top.

13. Contact us

PDC Health Hub by Perth Diabetes Care
968b Albany Highway, East Victoria Park WA 6101
(08) 6110 0570
admin@pdchealthhub.com.au