We value your trust in us as a Private Health Insurer. It is important
for us to protect and keep your personal information, including your health
information, securely and, as a Private Health Insurer, to keep your health
information confidential. To achieve this we are committed to complying with
the requirements of the Privacy Act 1988 and the Australian
Privacy Principles (APPs) when we collect, hold and manage your
personal information, that is, information that allows others to identify you.
The APPs provide a set of rules which govern how we collect, use,
disclose and store personal information. The APPs also require us to have a
Outline of our APP Privacy
information. It sets out:
the kinds of personal information we
collect and hold
how we collect and hold personal
the purposes for which we collect,
hold, use and disclose personal information
how the customer can access the
personal information we hold
how the customer can seek to correct
the personal information we hold
how the customer can make a complaint
about the way we have collected, held, used or disclosed their personal
whether we are likely to disclose a
customer’s personal information to overseas recipients and if so, the countries
to which disclosure is likely to be.
It also sets out your privacy rights - what you can do to have
information corrected and what to do if you have a dispute with us about your
Personal information we collect and
We will collect:
Your name and date of birth
Your postal and email addresses,
Medicare Card number
Bank account and/or credit card
details for payment of your premiums and payment of benefits, as well
as information relating to hardship suspension applications
Information about your prior
insurance claims and health fund membership
We will only collect personal information that is related to our
providing, or arranging others to provide, private health insurance products
How we collect personal information
We only collect personal information about you in the manner permitted
by the Privacy Act.
We may collect your personal information from you in a number of
different ways including in person, by phone, through our website or by email.
We may also collect your personal information from third parties such as
from our health service providers. We may also collect your personal
information from organisations engaged by us to carry out functions on our
behalf such as claims administration and audit.
How we hold personal information
We hold your personal information in either electronic or paper files.
As we have a commitment to ensure all personal information is held securely, we
have in place security systems to protect information from unauthorised access.
We also limit access to our authorised personnel and only as needed.
Where personal information is no longer needed for any of our functions
or activities, we ensure that the information is destroyed securely or
Why we collect, hold, use and
disclose personal information
We collect and use personal information for a number of purposes, such
providing you with health insurance
products and services
performing the functions and
activities related to our business such as processing your claims and paying
managing our relationship with you
including by contacting you about our products and services (and those of
Queensland Country Credit Union Limited), news or community events which we
think may be of interest to you
referring you to Queensland Country
Care Navigation Pty Ltd, a subsidiary of the Health Fund that provides care
coordination services to qualifying Members
conducting market or customer
We also collect and hold personal information as otherwise required by
We will also collect information about payment of your premiums –
whether you have paid on time, when payments are due and when actually paid.
We will notify you of the main reason for collecting your personal
information at the time of collection.
In providing our products and services to you, it may be necessary for
us to disclose personal information to other organisations. We only disclose
personal information to the extent necessary and to the extent required by law.
The types of organisations that we can disclose personal information to are:
hospitals, medical and ancillary
service providers and other health insurers
contractors for member benefit
statement and other printing and mail outs market research or direct marketing
affiliated product and service
suppliers to provide information to you about theirservices and products, such
as Queensland Country Care Navigation Pty Ltd andQueensland Country Credit
Union Limited, of which we are a wholly owned subsidiary
debt collection agencies or process
Australian Health Service Alliance
Australian Regional Health Group
other external service providers who
the Health Fund engages from time to time to carry out, or advise on, its
functions and activities
our internal and external auditors.
We will also disclose personal information to law enforcement and
government agencies as required by law.
Disclosure to overseas recipients
We do not currently disclose customers’ personal information to overseas
How you can access and/or correct
your personal information
You can request access to your personal information at any time. If the
information we hold is incorrect, you can request us to correct it.
You can make a request by contacting us, by visiting us at any Health
Fund Retail Centre or Queensland Country Credit Union branch, or by email,
telephone or online. Contact details can be found at this link on our
website. Correction of some personal information can also be made by
you through Online Member Services.
We currently do not charge any fees for giving customers access to their
We may however charge a fee for the reasonable cost of providing
photocopies of documents requested by you.
Making a complaint
We offer an internal complaint resolution scheme which any customer can
access at any time without charge. You can make a privacy complaint in the
in person at any Health Fund Retail
Centre or Queensland Country Credit Union branch
by calling us on 1800 813 415
by email to firstname.lastname@example.org
our website at
in writing to:
Queensland Country Health Fund Ltd
PO Box 679
Aitkenvale Qld 4814
We will endeavour to promptly respond to your questions, concerns or complaints.
We will also endeavour to resolve any concerns or complaints which you may have
to your satisfaction. However, if you are unhappy with our response, you can
complain to the Office of the
Australian Information Privacy Commissioner or the Privacy
Health Insurance Ombudsman.