Health Consumers Queensland is committed to providing quality services to consumers and this policy outlines our ongoing obligations to consumers in respect of how we manage Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone and facsimile numbers, history of your engagement with HCQ, your consumer representation history, your attendance at our training and events etc.

This Personal Information is obtained in many ways including consultations, interviews, correspondence, by telephone and facsimile, by email, via our website, from media and publications, from health service referrals or potentially from others third parties. We don’t guarantee website links or policy of authorised third parties.

We collect Personal Information for the primary purpose of providing our services to you, providing information to our funders and we may also use information for marketing but we would seek specific permission from you for any marketing purposes. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

  • Third parties where you consent to the use or disclosure; and
  • Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Health Consumers Queensland will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Information depending on the extent of information requested.

In order to protect your Personal Information, we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at:
Health Consumers Queensland
GPO Box 1328
Brisbane Qld 4001
Ph (07) 3012 9090

SurveyMonkey and your privacy

Some Health Consumers Queensland surveys are submitted via SurveyMonkey, which is based in the United States of America. Information you provide a survey, including any personal information, will be transferred to SurveyMonkey’s server in the United States of America. By completing a survey, you agree to this transfer. The collection, use and disclosure of your personal information will be subject to the privacy laws of the United States of America as well as SurveyMonkey’s privacy policy. You should consult the SurveyMonkey privacy policy for more details, which can be found here.

If you wish to participate in a survey but do not agree to the transfer outside of Australia, please contact Health Consumers Queensland at to obtain a PDF version of the form. Personal information collected by Health Consumers Queensland is handled in accordance with the Information Privacy Act 2009. Please refer to the SurveyMonkey privacy policy for more details.

For information about how Health Consumers Queensland protects your personal information, or to learn about your right to access your own personal information, please see our Privacy Policy above.


Health Consumers Queensland reserves the right, in its discretion, to change or modify all or any part of this Policy at any time.  By using this Site, you agree to the Legal Policy of Health Consumers Queensland.  If at any time the terms and conditions of this agreement are no longer acceptable to you, you should immediately cease use of the website.

Health Consumers Queensland accepts no liability or responsibility for any loss or damage suffered as a result of direct or indirect use or application of any products purchased or information made accessible via the Health Consumers Queensland website.


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