Last updated: August 2026
We understand that protecting your personal information is important. This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us, offline or online, including through our services, our website and our telehealth platform (Services).
In this Privacy Policy, "we", "us" or "our" means Ignova Health Pty Ltd ABN 91 696 762 213.
Personal Information
The types of personal information we may collect about you include:
As a patient:
- your name;
- your date of birth;
- your contact details, including email address, mailing address, street address and telephone number;
- your credit card or other payment details (through our third-party payment processor);
- your sensitive information as set out below;
- images of you for your profile;
- your preferences and/or opinions;
- your general practitioner's details;
- information you provide to us through patient surveys;
- details of the consultations you have requested/received and any other services or support we have provided to you and/or that you have enquired about, and our response to you; and
- any other personal information requested by us and/or provided by you or a third party.
As a user of our services:
- your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour;
- information about your access and use of our Services, including through the use of Internet cookies, your communications with our online Services, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider;
- additional personal information that you provide to us, directly or indirectly, through your use of our Services, associated applications, associated social media platforms and/or accounts from which you permit us to collect information; and
- any other personal information about your use of the Services requested by us and/or provided by you or a third party.
We may collect these types of personal information directly from you or from third parties.
How We Treat Personal Information That Is Also Sensitive Information
Sensitive information is a sub-set of personal information that is given a higher level of protection under the Australian Privacy Principles (APPs). Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information.
The type of sensitive information we may collect about you includes:
- As a patient: your health information such as medication prescriptions, imaging, test results, and clinical letters provided by a doctor.
- As a doctor or allied health professional: information about your criminal history, professional registration, and working with children check.
We will not collect sensitive information about you without your consent, unless required or authorised by law.
Where you consent, your sensitive information may only be used and disclosed for the primary purpose for which it was collected and for reasonably expected purposes directly relating to the primary purpose, such as:
- for using third parties to directly assist us in providing our Services (e.g. data hosting providers);
- as a patient, to allow the clinician to provide their services to you, including to hold your telehealth consultation or fill your prescription (as applicable);
- as a patient and if required, to inform your general practitioner or allied health practitioner of the services provided by our clinicians;
- as a clinician, to assess your application to join our telehealth platform; and
- as a patient, for referring you to other medical or health service providers in circumstances where it is impractical for us to obtain your consent.
Sensitive information may also be used or disclosed if otherwise permitted, required or authorised by law.
Collection and Use of Personal Information
We may collect, hold, use and disclose personal information for the following purposes:
- to enable you to access and use our Services and associated applications;
- as a patient: to allow clinicians to provide telehealth consultations and related services;
- if you have applied to be a clinician on our telehealth platform: to consider your application;
- to contact and communicate with you about our Services;
- for internal record keeping, administrative, invoicing and billing purposes;
- for analytics, market research and business development, including to operate and improve our Services and associated applications;
- to offer additional benefits to you;
- for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you; and
- to comply with our legal obligations and resolve any disputes that we may have.
Disclosure of Personal Information to Third Parties
We may disclose personal information to:
- clinicians as required for them to provide services to you as a patient, including telehealth consultations;
- third-party service providers for the purpose of enabling them to provide their services to us, including (without limitation) IT service providers, data storage, web-hosting and server providers, debt collectors, maintenance or problem-solving providers, marketing or advertising providers, professional advisors and payment system operators;
- our employees, contractors and/or related entities;
- our existing or potential agents or business partners;
- sponsors or promoters of any additional benefits we offer;
- anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;
- credit reporting agencies, courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services provided to you;
- courts, tribunals, regulatory authorities and law enforcement officers, as required by law;
- third parties to collect and process data, such as data analytics businesses (which may include parties that store data outside of Australia);
- regulatory bodies or other healthcare professionals if it is unreasonable or impracticable to obtain your consent and disclosure is necessary to lessen or prevent a serious threat to life, health or safety; and
- any other third parties as permitted, authorised, or required by law.
Disclosure overseas: We may disclose personal information overseas. The countries to which we send personal information may not have the same privacy laws as Australia. If we disclose your personal information to third parties overseas, we will perform those disclosures in accordance with the requirements of applicable law.
Your Rights and Controlling Your Personal Information
- Your choice: If you provide personal information to us, you understand that we will collect, hold, use and disclose it in accordance with this Privacy Policy.
- Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy.
- Anonymity: Where practicable, you may choose not to identify yourself or use a pseudonym in your dealings with us.
- Restrict and unsubscribe: You may change your marketing preferences or unsubscribe at any time using the opt-out facilities in our communications.
- Access and correction: You may request access to or correction of your personal information by contacting us. Reasonable administrative fees may apply.
- Complaints: If you wish to make a complaint about how we have handled your personal information, please contact us using the details below. We will investigate and respond in writing within one month. You also have the right to contact the Office of the Australian Information Commissioner (OAIC).
Storage and Security
We are committed to ensuring that personal information we collect is secure. We have implemented suitable physical, electronic, and managerial procedures to safeguard personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. However, we cannot guarantee the security of information transmitted over the Internet. Transmission is at your own risk. If we become aware of unauthorised access, disclosure or loss of personal information, we will activate our data breach response plan and notify affected individuals and the OAIC as required by law.
Cookies and Web Beacons
We may use cookies and web beacons on our online Services from time to time. These technologies help us improve your user experience and deliver targeted advertisements. You can manage or block cookies via your browser settings, though some functionality may be limited.
Links to Other Websites
Our Services may contain links to other websites. We are not responsible for the protection and privacy of any personal information provided while visiting those websites. Those websites are not governed by this Privacy Policy.
Amendments
We may vary this Privacy Policy at any time by publishing an updated version on our website. Please check regularly to ensure you are aware of our current Privacy Policy.
Contact Us
For any questions, complaints, or notices, please contact our Privacy Officer at:
Ignova Health Pty Ltd ABN 91 696 762 213
Email: support@ignova.com.au
Phone: 1300 246 682
The information on this website is for informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. If you have questions or concerns about your health, please consult a healthcare professional. In case of a medical emergency, call 000 immediately.
