Privacy Policy

The Specialist Pain Centre (“the Practice”, “we”, “us”), led by Dr. Raj Anand, is committed to protecting the privacy of your personal information. This policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable NSW health records legislation.

1. The information we collect

In the course of providing medical care and running the Practice, we may collect:

• Identity and contact details — name, date of birth, address, phone number, and email address.
• Health information — your medical history, symptoms, examination findings, imaging and pathology results, referral letters, medicines, and the care and procedures provided to you.
• Administrative and billing information — Medicare number, Department of Veterans' Affairs number, private health fund details, and payment records.
• Information you submit through this website, including the appointment request form and the 3D body pain-mapping tool.

2. How we collect it

We collect information directly from you — in person, by phone, by email, or through this website — and, where relevant to your care, from your referring GP or specialist, hospitals, diagnostic imaging and pathology providers, and other treating practitioners. Where it is unreasonable or impracticable to collect information directly from you, we may collect it from a person responsible for you.

3. Why we collect and use it

• To provide you with medical assessment, treatment, and ongoing pain management.
• To communicate with you about appointments, results, and follow-up care.
• To correspond with your referring doctor and other members of your treating team.
• To claim Medicare, DVA, or private health fund rebates and to process payments.
• To meet our legal, professional, accreditation, and insurance obligations.
• For practice management, quality improvement, and audit activities.

4. Disclosure of your information

We may disclose your information to:

• Your referring GP and other health professionals involved in your care.
• Hospitals and day-procedure facilities where your procedures are performed.
• Diagnostic imaging, pathology, and allied health providers.
• Medicare, the DVA, and your private health fund for billing and rebates.
• Our contracted IT, secure-messaging, and clinical-software providers, bound by confidentiality obligations.
• Regulatory bodies, courts, or other parties where required or authorised by law.

We do not sell your information, and we do not disclose it to third parties for marketing purposes. Your information is generally stored and processed in Australia.

5. My Health Record

Where you have a My Health Record, we may upload relevant clinical documents and view information to support your care, unless you ask us not to. You can manage your My Health Record settings at myhealthrecord.gov.au.

6. Data security and retention

We hold records electronically and, where applicable, in paper form. We use access controls, staff confidentiality agreements, secure clinical messaging, encrypted backups, and physical security measures to protect your information. We retain medical records for the minimum periods required by law (generally at least 7 years from your last visit, or until age 25 for patients seen as children) and destroy or de-identify records securely once retention obligations end.

7. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date, or incomplete. Requests should be made in writing to the Practice Manager. We will respond within a reasonable period and may charge a reasonable fee for retrieval and copying. In limited circumstances permitted by law we may decline access, and will give you written reasons.

8. Website data

Our website may use cookies and basic analytics to understand site usage and improve performance. Information you enter into the appointment form or pain-mapping tool is transmitted over an encrypted connection and used only to respond to your enquiry and arrange care. You can use most of the site without providing personal information.

9. Complaints

If you are concerned about how we have handled your information, please contact the Practice Manager using the details below. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or the NSW Information and Privacy Commission.

10. Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the “last updated” date shown above.

11. Contact us

The Specialist Pain Centre — Practice Manager
Suite 14A, Level 5, St George Private Hospital, 1 South Street, Kogarah NSW 2217
Phone: (02) 9171 1621 or (02) 8080 4321
Email: admin@specialistpain.com.au
Hours: Monday – Friday, 9:00 AM – 5:00 PM