Bundjalung
Bugalwah

Privacy

What we collect, who sees it, and how to get it back.

Written to be read rather than to be complied with. The obligations under the Australian Privacy Principles are the floor, not the description.

Bundjalung Bugalwah is a service of Golden Ratio Clinics Pty Ltd. This policy covers this website and the care we provide through it.

The short version

  • The callback form asks for no health information. That conversation happens on the phone, with a person.
  • Nothing goes back to your own health service unless you say it can.
  • We do not sell your information, and we do not share it with advertisers.
  • You can ask for a copy of what we hold, or ask us to correct it, at any time.

What we collect

From the callback form: your name, a phone number, when you would like to be rung, and optionally whether you identify as Aboriginal and/or Torres Strait Islander.

If you make an account: your email address and a password (stored only in scrambled form, so nobody here can read it), plus whatever you choose to add on the details page: date of birth, address, Medicare number, your usual GP and an emergency contact. The doctor needs these to see you and to send a script or referral to the right place. If you type anything into the “anything the nurse should know” box, the nurse reads it before ringing you. An account is optional: you can always just ring.

From your care: once you are a patient, clinical records of the kind any medical practice keeps. These are held under the same obligations as any Australian medical record, including the retention periods your state or territory sets.

From this website: no advertising trackers, no third-party analytics pixels, and no cookies that follow you off this site.

Why we ask about identifying

Because health services are asked to record it, and it helps us run the service properly. It changes nothing about what you pay: the service is free either way. It is optional, you will not be asked to prove it, and nobody will raise it with you on the phone. It is not passed to anyone outside the service, and it is not used to decide anything about your clinical care.

Who sees it

The nurse and doctor involved in your care, and the small number of administrative staff who need it to run appointments. Beyond that:

  • Your own health service gets a written note after a consultation only where you have agreed to that. If you would rather nobody local knows you contacted us, tell the nurse and no note is sent.
  • A pharmacy receives a prescription only if one is written, and only what it needs to dispense it.
  • Nobody else, except where the law compels it, which is a narrow set of circumstances and one we would tell you about wherever we are permitted to.

Getting your records

Ask, and we will give you a copy of what we hold about you. Ask us to correct something that is wrong and we will correct it. Email hello@bugalwah.clinic or ring us. We do not charge to look, and we will tell you up front if a large copying request would cost anything.

Clinical records cannot always be deleted on request, because medical retention periods are set by law rather than by us. We will tell you plainly which parts of your information that applies to and delete what we are able to.

Where it is held

Your account, your details and your callback requests are held in a database run for us by Supabase, on Amazon Web Services servers in Tokyo, Japan. That is outside Australia, so we are telling you plainly. It travels encrypted, access is limited to the clinic team through individual staff logins, and we remain responsible for it under the Australian Privacy Principles wherever it sits.

If something goes wrong

Tell us and we will investigate. If a data breach is likely to cause you serious harm, we are required to notify both you and the Office of the Australian Information Commissioner, and we will.

You can complain to us via the complaints page, or go straight to the OAIC on 1300 363 992 without contacting us first.