Privacy Policy


This privacy policy is to provide information to you, our client, on how your personal information, including your health information, is collected, stored and used within Chenzen Wellness Centre, and the circumstances in which we may share it with third parties.

Why do we collect, use, store and share your personal information?

Our practice needs to collect your personal information in order to provide acupuncture services to you. Our main purpose for using, storing and sharing your personal information is to provide acupuncture services to you to best manage your health. We also use it for directly related business activities, such as financial claims and payments, insurance, audits and accreditation, and business processes (e.g. staff training and direct marketing).

What kinds of personal information do we collect?

The information we collect about you includes:
 names, date of birth, gender, addresses, contact details;
 your emergency contact details;
 medical information such as medical history, health issues, the medication, herbs and supplements you take, allergies, social/family history, and risk factors; and
 your health fund details where applicable.

When and why we need your consent

When you register as a client of our practice, you provide written consent on our client intake documentation for our practice staff to access and use your personal information so they can provide you with the best possible service. Only staff who need to see your personal information will have access to it. If we need to use or disclose your personal information for any other purpose, we will seek additional consent from you before we proceed.

How do we collect your personal information?

Our practice will collect your personal information through the following process:
 When you make your first appointment our practice staff will collect your personal and demographic information through our client intake process.
 During the course of providing acupuncture services and consultation to you, we may collect further personal information where necessary.
 We may collect your personal information when you visit our website, use our online booking system, send us an email or SMS, telephone us, or communicate with us using social media.
 In some circumstances, personal information may also be collected from other sources, particularly if it is not practical or reasonable to collect it from you personally. Other sources may include, but are not limited to:
 your guardian or responsible person;
 other medical practitioners (with our consent)
 your health fund (if applicable).
We will seek consent from you prior to collecting your personal information from a third party provider.

Who do we share your personal information with?

Only people that need to access your information will be able to do so. Other than in the course of providing acupuncture services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
In some instances, we may disclose your personal information to third parties who work with our practice for business purposes, such as information technology providers and accreditation bodies. We will ensure that all third parties agree to comply with the Australian Privacy Principles and this policy prior to accessing your information. By law, we may disclose your personal information without your consent where the information:
 is required or authorised by law (e.g. court subpoenas or summons);
 is necessary to lessen or prevent a serious threat to a person’s life, health or safety or public health or safety, or it is impractical to obtain your consent;
 to assist in locating a missing person;
 to establish, exercise or defend an equitable claim;
 for the purpose of confidential dispute resolution process; and
 when there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances permitted by law) without your consent.
Our practice may use your personal information to communicate with you for education or marketing purposes or to update you on changes to our clinic or practitioner details. You may opt-out of direct marketing at any time by notifying our practice verbally or in writing.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms, including:
 Paper/hard copy form;
 Electronic form; and/or
 Any other form and media reasonably necessary to deliver acupuncture services to you.
Your personal information may be stored in the following storage facilities:
 Physical documents will be temporarily stored in hard copy files until such time as they are scanned into electronic form and stored on Cliniko, our cloud-based practice management solution. Once scanned, the documents will be securely shredded and disposed of;
 Cliniko, our cloud-based practice management solution;
 MailChimp, where we have your consent to contact you for education and marketing purposes;
 Xero;
 Email where applicable; and
 Any other electronic software relevant to our practice.

How can you access and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information. If you wish to access your personal information, please put this request in writing to:
* Chenzen Wellness Centre Management, 5/62 Jardine Street, Kingston ACT 2604
* Or via email to:
Our practice will use all reasonable endeavours to respond within 30 days.
If you wish to request a correction to your personal information, our practice will take reasonable steps to do so where the information is not accurate or up-to-date. From time-to-time, we will ask you to verify your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to the contact details listed above.

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing to:
* Chenzen Wellness Centre Management, 5/62 Jardine Street, Kingston ACT 2604
* Or via email to:
Our practice will use all reasonable endeavours to respond within 30 days.
You may also contact the Office of the Australian Information Commissioner (OAIC). Generally, the OAIC will require you to give them time to respond, before they will investigate. For further information visit or call the OAIC on 1300 336 002.

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable to do so or unless we are required or authorised by law to only deal with identified individuals.

Policy review statement

This privacy policy will be reviewed whenever necessary to ensure it is in accordance with any changes to the law or to our practice. If we amend our privacy policy, we will let you know through our website.