Trading as ONDC

PRIVACY STATEMENT As  at July 1st 2014


ONDC is committed to best practice in relation to the management of information we collect. ONDC is committed to protecting patient/customer privacy in accordance with privacy legislation, we comply with the Australian Privacy principles (APPs) in the Privacy Act 1988 in relation to our handling of your personal information.

Our policy is to inform you of:

  • the kinds of personal information that we collect and hold;
  • how we collect and hold personal information;
  • the purposes for which we collect, hold, use and disclose personal information;
  • how you may access your personal information and seek the correction of that information;
  • how you may complain about a breach of the Australian Privacy Principles and how we will deal with such a complaint;

What kinds of personal information do we collect?

The type of personal information we hold about you depends on the nature of your relationship with ONDC and the extent to which you have utilised our services.

The type of information we may collect and hold includes (but is not limited to) personal information about:

  • Your name, address, date of birth, gender, email and contact details (which include home phone number, mobile phone number, and may include a work phone number if required). The name and contact details of a family member or friend may be collected if you nominate them as your point of contact, or if it is impractical to contact you directly)
  • Referral information (including referring doctor or specialist’s name, provider number and contact details). We collect any personal or health information about you as indicated on your referral forms or accompanying letters.
  • Commonwealth Government reference numbers, including your pensioner concession number if applicable.
  • Department of Veterans Affairs number, if applicable.                                                                                
  • Medicare number
  • Name and details of your Health insurer.
  • In some Medico-legal or Workcover cases, we collect details which may include (but is not limited to) claim numbers, case manager’s name and contact details, as well as current and/or previous employment details, medical records or reports as provided to us by yourself, external medical professionals or relevant bodies.
  • “Sensitive information” which may include information or an opinion about your hearing and balance health, past, present or future health history or conditions including previous treatment and management strategies. Information may also include opinions regarding possible future treatment, management or potential outcomes. Sensitive information and opinions about your communication abilities, or subjective ability to carry out relevant tasks or tests, or follow instruction, may be disclosed and documented.

How do we collect and hold your personal information?

Your personal information may be collected in a few different ways:

1.  From you directly when you provide your details to us;
2.  From a person responsible for you;
3.  From third parties where the Privacy Act or other law allows it

  • When you contact ONDC or ONDC contacts you in person, via telephone, text or voice message, fax, email, or post. This also extends to contact made by or to a family member or friend who is a primary or secondary contact for you.
  • From your referral documents, and information provided to ONDC by your referral source and/or their staff members (in most cases, medical or health referrers). This includes medical clearance certificates/forms or letters signed and provided to ONDC.
  • Client-information forms that you complete prior to, or at the time of, your appointment at ONDC.
  • Information you disclose to clinicians during your case history, or at any time, during your initial or subsequent appointments at ONDC.
  • When you or those providing information on your behalf, provide information and feedback on ONDC feedback/client satisfaction forms in person, via post, fax or email.
  • If you are checking eligibility, applying for, or are already registered in the Australian Government’s Office of Hearing Services (OHS) program and you are asking ONDC staff to check or fill in applications online via the OHS portal on your behalf.
  • If you are in the OHS system and decide to formally relocate your OHS file to ONDC from another provider, we will receive your OHS file containing personal information, OHS recorded medical, health and hearing rehabilitation history.
  • When you contact ONDC via our website contact form requesting information about ONDC and/or our services or products.
  • If you are contacting ONDC with regard to potential employment

Why we collect and hold your personal information:

  • The primary purpose of the collection and holding of your personal information is to enable us to provide diagnostic and rehabilitation services and solutions to you.
  • To be able to communicate with you.
  • To compile reports of test results, and/or professional opinions for relevant referrers (medical or otherwise).
  • To contact relevant medical practitioners or allied health professionals to organise additional referrals, appointments or services as needed.
  • To enable our staff to assess eligibility or voucher status, to apply and update details on behalf of eligible pensioners and veterans, via the online Office of Hearing services portal.
  • If corresponding with other Australian Government agencies or other third party organisations (medico-legal or Workcover cases), including where other third parties will be responsible for your financial accounts.
  • To enable the ordering of hearing aid products, devices or component parts in your name, from product manufacturers or suppliers in the provision of product/device orders, repairs, or returns.
  • Your information is used to review your files to monitor your needs.
  • For practical administrative purposes like appointment confirmation calls, organising review appointments, as well as general administrative notifications.
  • Your information is used to manage your enquiries with ONDC, your feedback or comments, as well as complaints management.
  • We use your information to help manage our accounts and general administrative services.
  • We may also, at times, use your information for such purposes as staff training, research or marketing.

How can you access and correct your personal information?

Subject to the exceptions set out in the Privacy Act, you may seek access to and correction of the personal information which we hold about you in accordance with our access policy.
In the case of diagnostic test results where the referrer is a medical practitioner, you will be directed to contact the medical practitioner directly to obtain information.

How can you make a privacy related complaint?

We will take reasonable steps to protect the security of your information and comply with our legal obligations. Our staff are trained and required to respect your privacy. We take reasonable steps to protect information held from misuse and loss and from unauthorised access, modification or disclosure.

If you have any questions about privacy-related issues or wish to complain about a breach of the Australian Privacy Principles or the handling of your personal information by us, please contact our Privacy Officer in writing:

Suite 4, 181 Gilles Street
Adelaide  SA  5000.

Alternatively, you may conduct the Chair of ONDC:
Dr Alethea Grobler
ENT Surgeons – 8267 5200

Any complaint will be investigated by the Privacy Officer and you will be notified of the making of a decision in relation to your complaint as soon as is practicable after it has been made, usually within 30 days.

Updates to this Policy

This Policy will be reviewed from time to time to take account of new laws and technology, changes to our operations and other necessary developments.