Privacy Policy
Last updated: September 2026
Elevate Eyecare Pty Ltd (“Elevate Eyecare”, “we”, “us” or “our”) is committed to protecting the privacy and confidentiality of our patients and website visitors.
As an optometry and healthcare provider, we understand that personal and health information is sensitive. We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where applicable, and the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles (HPPs).
This Privacy Policy explains how we collect, hold, use, disclose and protect your personal and health information.
1. Information We Collect
The information we collect depends on your interaction with Elevate Eyecare and may include:
Personal information
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name, date of birth and gender;
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residential and postal address;
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telephone number and email address;
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Medicare, Department of Veterans’ Affairs or other healthcare-related details where relevant;
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private health insurance information;
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payment and transaction information;
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appointment and booking information; and
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communications between you and our practice.
Health information
To provide optometry and eye care services, we may collect health information including:
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medical and ocular history;
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current and previous medications;
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allergies and relevant health conditions;
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family medical and ocular history;
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visual acuity and refractive information;
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spectacle and contact lens prescriptions;
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contact lens fitting information;
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clinical examination findings;
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diagnostic images, scans, photographs and test results;
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information relating to myopia management, dry eye treatment, vision therapy or other services;
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correspondence, reports and referrals from or to other healthcare professionals; and
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clinical notes relating to your care.
We only collect information that is reasonably necessary for providing our services or operating our practice.
2. How We Collect Information
We generally collect personal and health information directly from you, including when you:
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make an appointment;
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complete a patient registration or medical history form;
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attend an eye examination or consultation;
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purchase spectacles, contact lenses or other products;
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communicate with us by telephone, email, online forms or in person;
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use our website or online booking system; or
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provide information to one of our team members.
Where appropriate and permitted by law, we may also receive information from third parties such as:
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your GP, ophthalmologist or other healthcare provider;
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another optometrist or healthcare practice;
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a parent, guardian, carer or authorised representative;
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Medicare or other government healthcare services;
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private health insurers; or
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pathology, imaging or other healthcare services.
3. Why We Collect and Use Your Information
We may collect, hold and use your information to:
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provide optometry, eye health and related healthcare services;
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assess, diagnose, manage and monitor your eye health and vision;
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maintain your clinical record;
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prescribe and supply spectacles and contact lenses;
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provide referrals and communicate with other healthcare professionals involved in your care;
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manage appointments, recalls and follow-up care;
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process Medicare, private health insurance and other eligible claims;
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process payments and maintain financial records;
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respond to enquiries and requests;
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manage our practice and improve our services;
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comply with professional, regulatory, insurance and legal obligations; and
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contact you about our services where you have consented or where otherwise permitted by law.
We will not use your health information for direct marketing unless we have the consent or other legal authority required to do so. You may opt out of marketing communications at any time.
4. Disclosure of Your Information
Where necessary for your care or the operation of our practice, and where permitted by law, we may disclose relevant personal or health information to:
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GPs, ophthalmologists and other healthcare professionals involved in your care;
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pathology, diagnostic or other healthcare providers;
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Medicare, the Department of Veterans’ Affairs and other government agencies where applicable;
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private health insurers;
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spectacle lens laboratories, contact lens suppliers and other suppliers where information is required to fulfil your order;
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professional advisers, insurers and auditors;
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IT, practice management, booking, communications, payment and other service providers supporting our practice; and
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government, regulatory or law-enforcement authorities where required or authorised by law.
We seek to limit disclosure to the information reasonably necessary for the relevant purpose.
We do not sell patient personal or health information to third parties.
5. Website and Online Services
When you visit our website, certain technical information may be collected automatically, such as your IP address, browser type, device information, pages visited and general website usage information.
Our website may use cookies and similar technologies to help operate the website, understand how visitors use it and improve its performance.
Our website may also use third-party services for functions such as website hosting, analytics, online bookings, forms or communications. These providers may process information in accordance with their own privacy policies and our arrangements with them.
You can generally control cookies through your browser settings, although disabling certain cookies may affect website functionality.
6. Online Bookings and Third-Party Services
Where our website links to an external appointment booking platform or another third-party service, information you provide through that service may also be handled by the relevant provider.
We encourage you to review the privacy policy of any third-party service you use.
Once information is received by Elevate Eyecare, we handle it in accordance with this Privacy Policy and applicable privacy laws.
7. Storage and Security
We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure.
Information may be stored electronically and, where applicable, in physical records.
Our security measures may include access controls, password protection, secure practice management systems, staff confidentiality requirements, secure premises and other administrative and technical safeguards appropriate to the information we hold.
Access to patient information is restricted to authorised persons who require access for legitimate purposes.
8. Overseas Disclosure and Cloud Services
Some technology, website, communications or cloud service providers used by Elevate Eyecare may store or process information outside Australia.
Where personal information may be disclosed to or processed by overseas recipients, we take reasonable steps as required by applicable privacy laws.
The countries in which information may be stored or processed may depend on the service providers we use from time to time.
9. Accessing and Correcting Your Information
You may request access to personal or health information that we hold about you and may ask us to correct information that you believe is inaccurate, incomplete, out of date or misleading.
Requests can be made by contacting Elevate Eyecare using the details below.
We may need to verify your identity before providing access to health information. In some circumstances, access may be limited or refused where permitted or required by law. If this occurs, we will explain the reason where appropriate.
10. Retention of Health Records
We retain patient health records for the periods required under applicable NSW laws and professional obligations.
When information is no longer required and we are legally permitted to dispose of it, we take reasonable steps to securely destroy or de-identify it.
11. Children and Young People
Elevate Eyecare provides eye care to children and young people.
Where appropriate, personal and health information may be collected from or disclosed to a parent, guardian or authorised representative. We consider the child's age, capacity, circumstances and applicable legal requirements when determining how their health information should be handled.
12. Photography, Images and Clinical Imaging
As part of your clinical care, we may capture diagnostic photographs, scans or other images of your eyes where clinically appropriate. These form part of your health record and are handled in accordance with this Privacy Policy.
We will obtain appropriate consent before using identifiable patient photographs, testimonials or other personal information for promotional, educational or marketing purposes where consent is required.
13. Privacy Breaches
Elevate Eyecare takes privacy and information security seriously.
If we become aware of a suspected privacy or data breach, we will assess and respond to the incident and take appropriate steps to minimise potential harm. Where required by law, we will notify affected individuals and the relevant regulatory authority.
14. Privacy Complaints
If you have a concern or complaint about how we have handled your personal or health information, please contact us using the details below.
We will investigate your concern and aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner (OAIC) or the Information and Privacy Commission NSW (IPC).
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, information-handling practices or legal obligations.
The most current version will be published on our website with the date it was last updated.