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Request for access to personal information - FAQs

How long will it take to get access to my information?

There are a number of steps involved in providing access to your information. Depending on how fast you respond and verify, we may be able to provide access to your information in as little as 5 business days.

Why do I need to verify my identity?

HealthEngine may hold sensitive health information about you relating to your medical appointment history. We are required to verify your identity to ensure that we are only providing your sensitive information to you and not providing it to anyone else.

Why do I need to verify my identity with One Click Services? Who are One Click Services?

HealthEngine uses One Click Services to confirm that you are who you say you are. One Click Services is an authorised identity verification service provider for the Australian government's document verification service (DVS).

The DVS is a national online system that allows companies to compare a customer's identifying information with a government record (such as a driver’s license or passport).

Healthengine does not retain identity documents supplied to One Click Services.

For more information on One Click Services visit their website here.

For more information on the Australian Government’s DVS service visit this link.

What happens if my ID verification fails?

If your identification fails we will get in touch either to:

1. Request further information

OR

2. Inform you that your verification attempt has failed and we will not be able to provide you with the information you have requested.

What if I don’t want to verify my identity using One Click Services?

Using One Click Services is the fastest and simplest way to verify your identity. If you wish to verify through other means you can:

1. Visit HealthEngine’s Perth office with 100 points of original ID (Not copies). Please note a prior appointment must be made in advance. Verification is immediate but we will not provide you with access to your information immediately on the day.

OR

2. Mail certified copies of your ID (100 points worth of ID) to our office: HealthEngine c/o Privacy Officer, Level 2, 432 Murray St, Perth, 6000 or mail to HealthEngine c/o Privacy Officer, PO Box 7754 Cloisters Square, WA 6850

In order for a copy of your ID to be certified, there are strict legal requirements about:

  • Who is authorised to certify copies of your ID
  • Exactly what steps are involved in correctly certifying a document.

If you intend on sending in certified copies of your ID please read the information on this page carefully: https://www.ahpra.gov.au/Registration/Registration-Process/Certifying-Documents.aspx

Once we have verified your identity, we will destroy the certified copies that you sent to us.

If you wish to proceed through either of these alternative methods, please get in touch with us at privacyofficer@healthengine.com.au for more details.

How long will it take to verify with One Click Services?

You’ll need one of the following documents: driver’s licence, passport, visa, Medicare card, birth certificate or citizenship certificate. The details are checked against the Australian Government’s Document Verification Service and it usually takes only a few minutes on your smartphone or computer.

Who has access to the data I give to One Click Services when verifying my identity?

One Click Services have access to the ID document images which you provide whilst you are going through verification. Once the verification process is complete, One Click Services destroy these records.

Healthengine receives the outcome of the verification, the type of document used and a reference number. Healthengine does not download or retain copies of your identity documents, and any temporary access One Click Services provides to them expires shortly after verification.

Why is the link to access my information only valid for 72 hours?

For security purposes this link will only remain valid for 72 hours.

Why do I need to provide personal information again to see my information when I have already verified?

After your identity has been verified we will send you a unique link. However to ensure that only you are accessing this information we ask that you go through a simple verification process one last time. This process involves submitting your name, mobile number and a one time verification code which we will send you via SMS.

What legal requirements are there for HealthEngine to provide me with the information I have requested?

To understand HealthEngine’s obligations please visit: https://www.oaic.gov.au/agencies-and-organisations/app-guidelines/chapter-12-app-12-access-to-personal-information

I can’t find my question here?

Feel free to get in touch with us via privacyofficer@healthengine.com.au