Privacy policy

Dr Alice Whang, trading as Orell Healthcare Group (ABN 78 355 472 952), Level 8, 60 Park Street, Sydney, New South Wales.

This policy explains how we handle personal information collected through orell.health, enquiries, the waitlist, email updates and pre-opening video consultations.

We handle personal information under the Privacy Act 1988 (Cth), including the Australian Privacy Principles, and health information under the Health Records and Information Privacy Act 2002 (NSW).

Our privacy contact is Dr Alice Whang. Email info@orell.health or call (02) 9071 7266. You can request a free copy of this policy.

Enquiries and the waitlist: your name, contact details, the information you choose to provide, any documents you upload, and records of your consent and our correspondence.

What you tell us or upload may include health information, such as symptoms, dental history, photographs, X-rays or previous treatment plans. We collect health information with your consent where it is reasonably necessary to respond to your enquiry or arrange or provide care, unless the law permits or requires collection without consent.

Email updates: your email address, subscription preferences and a record of your consent.

Video consultations: booking details, information you provide during the consultation, and any notes Dr Whang makes where a health service is provided. If you book through Google's booking service, Google also handles the information you enter under its own privacy policy.

Technical information: our website and email service providers may process information such as IP addresses, browser details, request times and delivery or security logs to operate and protect their services.

We generally collect information directly from you. Where appropriate and lawful, we may collect it from your authorised representative or a healthcare provider involved in your care.

You can browse our website without giving us your name and make general enquiries anonymously or using a pseudonym where practicable. We may need to confirm your identity to arrange a consultation or provide care.

You do not need to provide health information or upload documents to receive opening announcements. If you prefer, call us to discuss another way to provide information. Without relevant information, we may be unable to respond fully or provide a particular service safely.

Joining the waitlist does not itself involve a clinical assessment or consent to dental treatment.

We use your information to:

• respond to enquiries and manage the waitlist;
• arrange appointments, prepare for visits and provide consultations you request;
• send confirmations and service messages;
• send opening announcements and other marketing updates you have agreed to receive;
• maintain appropriate records, protect our systems, handle complaints and meet legal obligations.

We will not sell, rent or trade your personal information, or give it to others for their own marketing. We will not use your health information for marketing without your separate consent.

We will only use or disclose information for another purpose with your consent or where permitted or required by law.

Access is limited to Dr Alice Whang and authorised people who need information for their work, including arranging your care or operating our systems.

We may share relevant information with website, email, booking and IT providers supporting these activities; with healthcare providers where you authorise it or the law otherwise permits it; and with professional advisers or authorities where reasonably necessary and lawful.

We limit what we share to what is reasonably needed for the purpose.

Website forms use an encrypted connection. Submissions are passed to our practice inbox using Resend, our email delivery provider. Email subscriber details are also held in Resend.

Resend stores customer data in the United States, including message content and delivery logs, and uses service providers there. This means information sent through Resend is processed and stored outside Australia. Email providers may retain message copies, logs and backups; submitting a form does not mean that only our inbox holds a copy.

If you use Google's booking or video services, Google also processes your booking and consultation-related information. You can read Google's privacy policy at https://policies.google.com/privacy.

Before disclosing personal information overseas, we take reasonable steps required by Australian privacy law to protect it. We also comply with NSW requirements for transferring health information outside NSW. This policy does not ask you to waive those protections.

We take reasonable steps to protect information against misuse, loss, unauthorised access, alteration and disclosure. No online service or email transmission can be guaranteed completely secure. Please contact us if you would prefer another way to provide sensitive documents.

Our website does not use analytics, advertising pixels or tracking cookies. Technical and security logs may still be generated as described above.

External websites and services, including Google's booking service, have their own privacy and cookie practices. This policy explains our handling of information; it does not replace their policies.

Waitlist and enquiry details: unless a longer retention obligation applies, we remove these when you ask or 12 months after the clinic opens if you have not become a patient, whichever comes first.

Health records: where information forms part of a health record, including a record of a video consultation that provides a health service, statutory retention requirements apply. In NSW, health information collected when you are an adult must generally be kept for at least seven years after the last health service we provide to you. Information collected while you are under 18 must generally be kept until you turn 25. We retain records longer where required by law.

Email updates: you can unsubscribe using the link in any marketing email or by contacting us. We remove you from active marketing lists, but may retain a minimal record of your opt-out and consent history where needed to respect your preferences or meet legal obligations. Unsubscribing does not stop necessary messages about a consultation you requested.

When information is no longer needed for a lawful purpose and does not need to be retained, we take reasonable steps to destroy or de-identify it securely. Some copies may remain temporarily in restricted backups until their scheduled deletion. Where required, we retain a record of the disposal of health information.

Email info@orell.health to request access to your information, ask us to correct it, request deletion, or withdraw consent for future optional uses. We may need to verify your identity or authority before acting.

We respond to access and correction requests within 30 days. There is no charge.

We cannot always delete information, particularly where health-record retention or other legal requirements apply. If we refuse a request, we will explain our reasons in writing, unless the law prevents us, and explain your complaint options. If we decline a correction, you may ask us to attach a statement recording the correction you requested.

Contact Dr Alice Whang at info@orell.health or (02) 9071 7266 if you have a privacy concern. We will acknowledge complaints within five business days and aim to respond within 30 days. If more time is needed, we will explain why and keep you informed.

You can also contact:

• Office of the Australian Information Commissioner: https://www.oaic.gov.au · 1300 363 992.
• Information and Privacy Commission NSW: https://www.ipc.nsw.gov.au · 1800 472 679, for NSW health information privacy concerns.

If a data breach occurs, we will assess it, take steps to contain it and notify affected people and regulators where legally required.

We will update this policy when our services or information-handling practices change and display the revised date here. Where required, we will provide a separate notice or seek consent before introducing a new use of your information.