Privacy Policy

Improve Eyes Pty Ltd

ABN: 23 687 424 481

Last updated: 18/12/2025

1. Our Commitment to Privacy

Improve Eyes Pty Ltd (“we”, “us”, “our”) provides mobile allied health services across aged care facilities, schools, homes, workplaces and many more.

We are committed to protecting the privacy, dignity, and confidentiality of all patients, clients, residents, students, workers, and participants, and comply with:

• Privacy Act 1988 (Cth)
• Australian Privacy Principles (APPs)
• Health Records and Information Privacy Act 2002 (NSW)
• AHPRA and National Board Codes of Conduct

This policy explains how we collect, use, disclose, and protect personal and health information in mobile and onsite service settings.

2. Information We Collect

Personal Information

• Full name
• Date of birth
• Contact details including address, email, phone numbers, etc
• Medicare, DVA, NDIS, CRN and/or private health fund details
• Emergency contact or next of kin details
• Facility, school, or workplace details

Health Information (Sensitive Information)

• Medical and health history
• Clinical assessments, screening results, and test findings
• Clinical notes, images, and reports
• Diagnoses, treatment plans, and referrals
• Prescription details
• Consent and authority forms

Other Information

• Appointment and attendance records
• Billing and payment information
• Communication records
• Consent records for photography, filming, or marketing (where applicable)

3. How We Collect Information

We collect information:

• Directly from the client or their authorised representative
• From parents/guardians, carers, or legal decision-makers
• From aged care facilities, schools, or employers (with consent or lawful authority)
• During onsite consultations and screenings
• Via digital forms, consent documents, and clinical software
• From referring practitioners or healthcare providers

4. Why We Collect and Use Information

We collect and use information to:

• Deliver mobile allied health assessments and managements
• Provide preventative screening and follow-up care
• Communicate with clients, families, carers, facilities, schools, or employers
• Process Medicare, DVA, or private health fund claims
• Meet clinical, legal, and professional obligations
• Maintain accurate health records
• Improve service quality and safety

5. Consent and Capacity

We obtain consent:

• From the client where they have decision-making capacity
• From parents/guardians for children
• From authorised representatives for residents or clients who lack capacity

 Consent may be withdrawn at any time, noting this may limit our ability to provide services.

6. Disclosure of Information

We may disclose information to:

• Healthcare providers involved in the client’s care
• Referring practitioners
• Aged care facilities, schools, or workplaces (where authorised)
• Parents, guardians, or legal representatives
• Medicare, DVA, NDIA, Federal Government and its networks e.g. Services Australia etc and private health insurers
• Software providers supporting clinical or billing systems
• Regulatory authorities where required by law

We do not sell or trade personal or health information.

7. Photography and Filming

Collection of Images or Video

As part of our mobile optometry services, Improve Eyes Pty Ltd may take photographs or video recordings during our visit. We may collect photographs, video, or audio recordings only with informed, voluntary consent. For minors, written consent by the carers/parents are always obtained first. Photography or filming is never required to receive care.

All photography and filming will be conducted in line with the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW), privacy laws and NSW Department of Education guidelines and relevant child protection legislation.

Conditions of use:

Images and videos may be used by Improve Eyes Pty Ltd only for educational, promotional and/or marketing purposes including using public platforms such as:

• Social media platforms (e.g. Facebook, Instagram, tiktok, Linkedin etc)
• Our website and newsletters
• Printed promotional material, marketing or reports
• Educational materials to raise awareness and training
• Demonstrating mobile service delivery environments

Privacy & Protection:

• Photographs and videos taken during visits will not disclose sensitive identifiers such as name, facility or institution name, location and/or health details without your explicit consent. Please be advised that photographs and videos are taken during school visits so school uniforms may appear in footage. Where possible, logos will be removed or covered before publishing. No identifying health information will be disclosed without explicit consent
• Clinical images used for marketing will be de-identified unless otherwise agreed

• Images will be securely stored, accessible only by authorised personnel, and used solely for the purposes outlined in this form.
• No payment or compensation is provided for use of images or videos.
• Where appropriate, people will also be told what the photography/filming is for, so they understand and can choose whether to participate.

Withdrawal of Consent:

• You have the right to request access to or withdraw consent for the use of yours or your child’s image/video at any time by contacting us in writing
• If consent is withdrawn, we will take reasonable steps to delete the content from our own accounts and stop using the images/videos. However, you acknowledge that once material has been published online or shared by third parties, Improve Eyes Pty Ltd cannot guarantee full removal/permanent deletion of publicly posted items from the internet or that all copies will be deleted.
• Declining photography or filming does not affect access to services.

8. Mandatory Disclosure

We may disclose information without consent where:

• Required by law (e.g. subpoenas, statutory reporting)
• Necessary to prevent serious harm
• Required under child protection or public health legislation
• Required by AHPRA or a National Board

9. Data Security in Mobile Environments

We take reasonable steps to protect information collected onsite, including:

• Secure, password-protected devices
• Encrypted clinical software
• Limited staff access
• Secure handling of paper records (if used)
• Secure data transfer and storage

Records are retained in accordance with NSW and national health record retention laws.

10. Access and Correction

Clients, parents, guardians, or authorised representatives may:

• Request access to records
• Request corrections if information is inaccurate

Requests must be made in writing. A reasonable administrative fee may apply.

11. Overseas Data Storage

Some software providers may store data overseas.

We take reasonable steps to ensure privacy protections equivalent to Australian standards.

12. Complaints

Privacy Officer: Sarah Le Pham/Director

Email: sarah@improveeyes.com.au

If unresolved, complaints may be made to:

• Office of the Australian Information Commissioner (OAIC)
• NSW Privacy Commissioner

13. Updates to This Policy

This policy may be updated from time to time.

The latest version will be made available upon request or on our website.

14. Contact Details

Improve Eyes Pty Ltd

ABN: 23 687 424 481

Email: hello@improveeyes.com.au

Phone: 0450 674 954