Privacy Policy
Conative Health Pty Ltd trading as IKAO Health
- Introduction
Conative Health Pty Ltd trading as IKAO Health (ABN: 32676576391) (“IKAO Health”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the relevant provisions of the My Health Records Act 2012 (Cth).
This Privacy Policy explains how we collect, use, store, disclose, and manage your personal and health information when you use our website, assessments, and clinical services.
By accessing our website or engaging our services you consent to the collection and use of your information as described in this policy.
- About Us
IKAO Health is a private telehealth clinical service operating across Australia. We provide personalised health consultations, diagnostic coordination, and clinical assessment services to patients via telehealth.
Our registered office is located in Queensland, Australia.
For privacy enquiries contact: info@ikaohealth.com
- What Information We Collect
We collect two categories of information:
Personal Information
- Full name and date of birth
- Contact details including email address, phone number, and postal address
- Payment information processed through our secure payment provider
- Booking and appointment history
- Communications with our clinical and administrative team
Health Information (Sensitive Information)
- Medical and health history
- Current symptoms and health concerns
- Symptom assessment responses
- Consultation notes and clinical records
- Diagnostic test results and reports
- Treatment plans and clinical recommendations
- Prescription and medication history where relevant
- Information provided through our online health assessments
Health information is classified as sensitive information under the Privacy Act 1988 and is handled with a higher standard of protection.
- How We Collect Your Information
We collect information:
- Directly from you through booking forms, health assessments, and consultations
- Through our practice management system, Splose
- From healthcare practitioners involved in your care
- From diagnostic testing providers with your consent
- Through our website via cookies and usage data
We will not collect sensitive health information without your explicit consent except where required or permitted by law.
- Why We Collect Your Information
We collect and use your information to:
- Provide clinical consultations and health services
- Coordinate diagnostic testing on your behalf
- Develop and communicate personalised treatment plans
- Process payments and manage bookings
- Communicate with you about your care and appointments
- Comply with legal and regulatory obligations
- Improve our services and patient experience
We will not use your information for any purpose that is incompatible with the reason it was collected without your consent.
- Storage and Security
Your personal and health information is stored securely within our practice management system. We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification, or disclosure.
Our practice management system provider operates in accordance with applicable Australian privacy and security standards.
Health records are retained in accordance with Queensland Health records retention requirements. Adult health records are retained for a minimum of seven years from the date of last entry, or until the patient turns 25 years of age, whichever is later.
- Disclosure of Your Information
We may disclose your information to:
- Healthcare practitioners involved in your care
- Diagnostic testing providers for the purpose of arranging and receiving test results
- Compounding pharmacy providers where prescriptions are arranged as part of your care
- Prescribing practitioners where referral is required
- Our practice management and technology providers who are bound by confidentiality obligations
- Regulatory bodies where required by law including AHPRA
We will not sell, rent, or trade your personal or health information to third parties for commercial purposes.
We will not disclose your health information to any party without your consent except where required or permitted by law, including where disclosure is necessary to prevent a serious threat to your health or safety or the health or safety of another person.
- Accessing and Correcting Your Information
You have the right to request access to the personal and health information we hold about you. You also have the right to request correction of information that is inaccurate, incomplete, or out of date.
To make an access or correction request please contact us at info@ikaohealth.com. We will respond to your request within 30 days. In some circumstances we may decline access where permitted by the Privacy Act — we will explain our reasons if this occurs.
- Complaints
If you believe we have handled your personal information in a way that does not comply with this Privacy Policy or the Australian Privacy Principles, please contact us in the first instance at info@ikaohealth.com.
If you are not satisfied with our response you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
- Cookies and Website Data
Our website may use cookies and similar tracking technologies to improve your browsing experience and analyse website usage. You may disable cookies through your browser settings however this may affect the functionality of some parts of our website.
We do not use cookies to collect sensitive health information.
- Third Party Websites
Our website may contain links to third party websites including our practice management system and diagnostic providers. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies independently.
- Changes to This Policy
We may update this Privacy Policy from time to time. The current version will always be available on our website. We will notify you of material changes where we hold your contact details.
- Contact Us
For all privacy related enquiries please contact:
IKAO Health Conative Health Pty Ltd
Email: info@ikaohealth.com
Website: ikaohealth.com