This Privacy Statement provides important information about how we collect and handle personal information, including the purposes for which we collect and use information and the types of organisations we share it with. It also explains how you can access and correct personal information we hold about you, and how you can make a complaint about our handling of your personal information.

HealthPoint Claims Pty Limited, trading as HealthPoint Claims (HealthPoint Claims, we, us, our), is bound by the Privacy Act 1988 (Cth) (Privacy Act) and must protect your personal information according to that Act, and any other applicable privacy legislation. HealthPoint Claims is a wholly owned subsidiary of Westpac Banking Corporation (ABN 33 007 457 141).

In this Privacy Statement we refer to our ‘Partners’. This term collectively describes Healthcare Providers, Health Insurers and Channel Partners.

Other organisations that provide services to us to help us run our business and provide our service to you, are referred to as Our Service Providers.

This Statement does not cover the personal information handling practices of our Partners. Please refer to their privacy policies for information on their practices.

Before you provide another person’s personal information to us, whether directly or with the support of our Partners (for example, information about an identifiable individual using our service) or, as one of our Partners, you provide access to our service to a person whereby we will collect or you will provide to us their personal information, you must make them aware:

• that you will be doing this;
• the contents of this Privacy Statement; and
• that we will collect, use and share their personal information in accordance with this Privacy Statement.

Where you provide us with another person’s sensitive information (or sensitive information will be collected by or provided to us by our Partners in relation to a person’s use of our service) you must first obtain their consent to sharing it with us and their consent to us collecting, using and disclosing their sensitive information in accordance with this Privacy Statement.

HealthPoint Claims provides real-time private health claiming services to businesses and consumers at point of sale. Our service connects healthcare providers, consumers, health insurers and financial institutions.

Consumers that are members of a health insurer (Health Fund Members) obtain products and services from healthcare providers (Healthcare Providers) for which they wish to make a claim to their health insurer (Health Insurers).

We collect personal information to enable Health Fund Members to make a claim to their Health Insurer at the point of sale and, where that claim is accepted, pay any remaining gap as an out-of-pocket expense to the Healthcare Provider. Health Fund Members make payment via a terminal provided by a financial institution chosen by the Healthcare Provider (Channel Partners).

The system by which claims are processed is known as our Claims Settlement System, which includes a secure online portal that Health Insurers, Channel Partners and Healthcare Providers use. The Claims Settlement System and information from the terminals of Channel Partners is the service provided by HealthPoint Claims.

Channel Partners provide payment terminals that incorporate HealthPoint Claims’ service to facilitate payments and healthcare claiming in the Claims Settlement System. Channel Partners may provide Healthcare Providers with assistance in dealing with HealthPoint Claims and ensure that our service operates effectively. This can include the collection and handling of personal information reasonably necessary to ensure the effective operation of our service.

We also collect personal information from representatives of Healthcare Providers and Health Insurers to enable their use of our service.

At times, we may also collect, use, and hold your personal information to:

• provide our customers with assistance and support;
• verify your identity including your authority to act on behalf of someone else;
• prevent, detect and investigate suspicious, fraudulent, criminal or other activity that may cause harm to you, us, Healthcare Providers, Health Insurers, Channel Partners and any of our service providers or others, including in relation to our service;
• comply with our legislative and regulatory requirements; and
• share information with law enforcement, regulators, and government agencies.

We collect, use, and hold your personal information to provide our service, help us run our business, and serve you better, including to:

Individual/Entities	Why we collect, use, and hold your personal information
Health Fund Members	Enable you to make a claim and, if entitled, pay only the gap payment for treatment after assessment by the Health Insurer to the Healthcare Provider; Provide our service to our Partners, and the use of our service by their customers; Answer your questions and resolve your complaints.
Our Partners and their representatives	Enable your access to, and use of, our Claim Settlement System; Provide you with support services and respond to complaints; Assist you when an online application for our service is not completed. Correspond with you in your capacity as an authorised representative of our Partner.
Our Service Providers	Enable you to provide us and our Partners with support services and respond to complaints, including call centre services.

The personal information (including sensitive information) that we collect, use, and hold about you enables us to provide our services to you. The type of personal information we hold about you will depend on the nature of your interactions with us, for example if you are a representative of one of our Partners or use our service as a Health Fund Member.

The table below identifies the personal information we collect, use, and hold:

Individual/Entities	Why we collect, use, and hold your personal information
Health Fund Members	Any personal information provided to us by your Healthcare Provider or your Health Insurer when processing a claim, which may include Health Insurer identification information such as your member number, details of your Healthcare Provider and Health Insurer, information about the type of healthcare services or products you received (usually as a numerical code), information about the type and amount of health insurance benefits that is or may be payable to an individual receiving a product or service from a Healthcare Provider, the location, date and time at which your health insurance claim was made, and any other personal information a Healthcare Provider, Channel Partner or Health Insurer transmits using our service.
Healthcare Providers and their representatives	Your name, address, role, telephone numbers, provider number, bank account details where provided for the purpose of settlement, your username and password details when you access our Claims Settlement System, information about the type of healthcare services you provide, prior healthcare practices you have registered with us, any personal information contained in Registration and Association Letters that are provided to us for the purpose of registration, and the location, date and time at which a claim was made the a Health Insurer. Digital information including pages viewed and browsing behaviour on our Claims Settlement System, including fields completed in forms and applications. The date and time of your visits to our Claims Settlement System, information about the device used to visit our Claims Settlement System such as device type and IP address, the date and time of accessing our service (including digital services), and geolocation information from terminals that collect and disclose this information. For representatives of HealthCare Providers your contact information such as email address, phone numbers, and mailing address.
Health Insurers and their representatives	Names, roles and contact details of our business contacts at Health Insurers that use our service, and username and password details when you access our Claims Settlement System. Digital information including pages viewed and browsing behaviour on our Claims Settlement System, including fields completed in forms and applications. The date and time of your visits to our Claims Settlement System, information about the device used to visit our Claims Settlement System such as device type and IP address, the date and time of accessing our service (including digital services), and geolocation information from terminals that collect and disclose this information. For representatives of Health Insurers, your contact information such as email address, phone numbers, and mailing address.
Channel Partners, and their representatives	Records of transactions made using our service. For representatives of Channel Partners, your contact information such as email address, phone numbers, and mailing address.

In addition, we also collect, use, and hold personal information about your interactions with us, including your questions or complaints.

If you choose not to provide your personal information to us, we may not be able to process your application for our service, assist with your enquiries, provide all of the features available for our service, or respond to any complaint to us.

We collect personal information both directly from individuals or indirectly from organisations, for example, from your Health Insurer or Healthcare Provider if you are a Health Fund Member, or, if you are a provider of health services, from the Healthcare Provider for which you provide your services.

We collect personal information in person, on the phone or electronically via our website, our Claims Settlement System, by email and when you use our service.

For example, we collect your personal information from you when you interact with HealthPoint Claims or our Partners to:

• register your interest in, enquire about or apply for our service;
• provide us with feedback or make a complaint;
• use our service;
• visit our websites; or
• talk to us (including by us recording certain of your telephone calls with us), email us, do business with us or otherwise interact with us.

Where you engage with us in relation to our business, we may collect your personal information from that organisation where you are a representative of one of our customers, or otherwise give instructions on behalf of a customer (see section 6 below).

We also collect your personal information where that collection is facilitated by one of our Partners. For example, where a Partner assists you to prepare an application for our service or facilitates your access to or use our service.

From time to time we may collect personal information (including sensitive information) from others. For example, we may collect your information from:

• Healthcare Providers that provide health services and use our service to enable Health Fund Members to claim health insurance benefits;
• Health Insurers that provide information about Health Fund Member claims, through us, to Healthcare Providers and Channel Partners;
• Channel Partners that provide terminals and billing systems connected with our service may provide personal information, such as billing and transaction information as well as geolocation information from the use of their terminals to HealthPoint Claims.
• Channel Partners while providing support services in connection with our service.
• If you are a Healthcare Provider – from the healthcare practice from which you provide healthcare services and some government information, for example Medicare Registration information;
• your use of our service (whether under our brand or the brand of our Partners) facilitated by our Partners where access (or a link) to our service is provided to you by our Partners;
• other users of our service (for example, where you use our service in conjunction with others);
• our authorised representatives who sell or arrange our service for you on our behalf;
• other organisations we jointly provide our service with or have an arrangement with to provide our service to you;
• Our Service Providers who provide financial, administrative, or other services to us.

We share personal information we receive with our Partners to provide our service. Our Partners also share personal information with us so we can provide our service.

The table below explains who we disclose your personal information (including your sensitive information) to:

Recipients	Who we share your information with and why:
Healthcare Providers	To enable processing and management of health insurance claims for products and services provided to Health Fund Members.
Health Insurers	Health Insurers that use our service to receive and process health insurance claims by their Health Fund Members. If you are a representative of, or practitioner at, a Healthcare Provider, we share your personal information with Health Insurers so that we can provide your healthcare practice access to our service, including our Claims Settlement System.
Channel Partners and other organisations	Financial services organisations, who process your transactions, arrange refunds and provide other payments services; Payment systems operators for the purpose of managing transactions through those payment systems (for example, operators of payment networks for managing credit or debit card payments); Participants in payment systems and other parties who are involved with the processing of transactions (such as credit or debit card issuers, merchant terminal providers (for example, the providers of debit or credit card terminals in retail shops), digital wallet providers or mobile payment applications and banking or payment service providers).
Our Service Providers	Our Service Providers that help us provide our service including customer support and assistance to you including IT providers, mailing houses, insolvency practitioners, and cloud storage providers. Our Service Providers may collect information from you and provide that to us so we can provide our service. Our Service Providers may also be Channel Partners.
Regulatory authorities and government entities or agencies	Regulatory bodies, government entities or agencies and law enforcement bodies where required or authorised by law to do so.
Investors and prospective purchasers	Companies or other persons who purchase or invest in, or may purchase or invest in, a part or all of our business or assets (including their advisers and representatives).
HealthPoint Claims Professional Advisers	Our professional advisers such as our financial advisers, auditors and legal advisers for the purposes of obtaining their professional services (in the case of our legal advisers, these services will include assessing our legal obligations and defending any legal claims or potential claims).

We take a range of reasonable physical, electronic, and other security measures, to protect the security, confidentiality and integrity of your personal information (including your sensitive information) which we hold. This includes the encryption of data in flight and at rest and the application of identity and access management techniques.

You can request access to the personal information (including your sensitive information) that we hold about you. You can also ask for corrections to be made to it. To do so, please contact us using the contact details provided below.

We will seek to verify your identity before we allow access, or make changes, to your personal information.

There is no fee for requesting corrections to your personal information or for us to make those corrections. In some circumstances, we may charge you a reasonable amount for providing you with access to your personal information to cover the costs of locating the information, copying it and supplying it to you.

We are not required to provide you with access to your personal information in certain limited circumstances, for example where a Court or Tribunal order requires us to deny access. There are also certain circumstances in which we are not required to correct your personal information – for example, where we are not satisfied that the information we have on record for you is inaccurate, out-of-date, incomplete, irrelevant or misleading.

However, if we refuse to give you access to or to correct your personal information, we will give you a notice explaining our reasons (except to the extent it would be unreasonable or unlawful for us to do so) and provide you with information on how you can complain about our refusal.

If you have a question or complaint about how your personal information is being handled by us, or our Service Providers, please contact us first by using the contact details provided below. If your question or complaint relates to how a Healthcare Provider or Health Insurer is handling your personal information, please contact that organisation first by using the contact details in their privacy notice.

If you are ever unhappy about something we have done – or perhaps not done – please give us the opportunity to put things right.

Under the Privacy Act you may complain to the Office of the Australian Information Commissioner (OAIC) if you have raised a privacy complaint with us and you’re not happy with our response or have concerns about the way we handle your personal information. The contact details for the OAIC are set out below.

Office of the Australian Information Commissioner
GPO Box  5218, Sydney NSW 2001

Phone:                    1300 363 992

Online:                    www.oaic.gov.au

Email:                       enquiries@oaic.gov.au

Online enquiries:  Enquiry form

Our Privacy Officer can be contacted in relation to privacy concerns by writing to Reply Paid 5265, Sydney NSW 2001or contacting us by email at healthpoint@healthpointclaims.com.

At any time, you can inform us how you would prefer to be contacted. If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can reach us through the National Relay Service (NRS). To use the NRS, you can register here:

internet-relay.nrscall.gov.au

We may update this Privacy Statement from time to time.

You can download an up-to-date copy of our full Privacy Statement, view the full Privacy Statement online at https://www.healthpointclaims.com.au/privacy or contact us for a free printed copy by calling us on 1300 301 692 or writing to us using the contact details set out above.

This Privacy Statement was published on 6 April 2024.