Find My Appointment | My Appointments
for Patients and Visitors
FMA Operations Pty Ltd (ABN 43 642 625 689) and its related entities (we, us or our) own and operate the Find My Appointment online directory (FMA) and the My Appointments practice management platform (MA).
FMA is an online directory that includes information about natural health practitioners / service providers (Practitioners), including sole practitioners and those within multi-practitioner (and multidisciplinary) clinics/practices (Practices).
MA is an online platform (including an associated mobile application (MA App)) that includes functionalities that Practitioners can use to manage their natural health Practices, take bookings for appointments, and interact with their patients (including engaging in virtual telehealth consultations).
Practitioners can list their businesses on FMA, and visitors to the FMA website (Visitors) can use FMA to find a Practitioner from whom they may wish to obtain natural health advice, care or treatment, to ascertain the Practitioner’s contact details, and potentially to make a booking with the Practitioner.
MA is used by Practitioners and their authorised support and administrative staff (Practice Staff) as a practice management platform for their Practice. Clients of those Practitioners can register a patient account on MA and that allows Practitioners (and their Practice Staff) and those clients (Patients) to use MA to interact with each other. Practitioners, Practice Staff and Patients can access and use MA through a web browser or the App.
By accessing and using MA as a Patient you also:
There is no obligation for you to provide us with any of your personal information but, if you choose not to, we will not be able to provide the information or services that you require.
WHAT PERSONAL INFORMATION IS COLLECTED AND HOW
Using FMA or contacting us
For Patients with an MA account, we collect (either directly from you when you enter it on MA or from your Practitioner or Practice Staff when they enter it on MA) certain personal information of yours that we call Account Information for the purpose of administering your account on MA. Your Account Information includes your full name, mobile telephone number and email address.
As a Patient, your Practitioner(s) and/or their Practice Staff may collect the following personal information from you (Patient Information):
Depending on your relationship with your Practitioner(s), they may obtain this Patient Information from you through MA, such as when you enter, upload or otherwise provide it through your MA account / MA’s user interface, or they may obtain it another way, such as in a face to face or telehealth consultation, via an electronic or hard copy ‘intake form’, or over the telephone. Where your Practitioner or their Practice Staff obtain such information from you other than through MA, they may enter some or all of that information into MA to store it as part of their records for you as their Patient.
Although Patient Information may be collected through, uploaded into and/or stored in MA, it is collected by Practitioners/Practices, not us. We simply provide MA as a platform to the Practitioner/Practice for them to use to collect, upload, store and use such Patient Information. We do not access your Patient Information (other than your Account Information).
During the beta testing phase of MA our third party IT service providers may be able to access Patient Information; however, where they are not subject to equivalent privacy protections and access obligations as we are (e.g. the EU General Data Protection Regulation), we ensure they take reasonable steps to safeguard your personal information and only access and use your personal information where necessary and for the purposes for which it was supplied, and we will take reasonable steps to ensure that such third parties are subject to or bound by the privacy obligations of the Privacy Act with respect to the protection of your personal information.
If you have any questions or concerns regarding the collection, use, holding and/or sharing of your Patient Information by your Practitioner(s) or their Practice(s), please contact them directly.
Personal information of others
Credit card information
HOW YOUR PERSONAL INFORMATION IS USED
We use the personal information we collect from you:
During the beta testing phase of MA, where necessary for testing, maintenance, support and troubleshooting of MA and FMA, our third party IT service providers may have access to your personal information (including that in your Patient Information). However, access is limited to only those individuals who need to see or access that personal information to do their job and they do not keep a copy of any records that contain any of the personal information so accessed.Account Information
As a Patient, we use your Account Information for the purpose of operating MA and FMA, in particular to maintain and identify your account, to respond to your queries, process login issues and for other purposes as permitted or required by law.
As a Patient, we do not use your Patient Information, which is managed by your Practitioner(s) and/or by an MA administrator within their Practice(s). Each Practitioner or Practice may manage and use your Patient Information differently from other Practitioners/Practices. Your Practitioner or their Practice may use your personal information for managing and facilitating their interactions with you related to the natural health services you obtain from them, including to send you emails, SMS messages and/or push notifications via your MA App to remind you of upcoming appointments, to conduct telehealth consultations with you, to make payment arrangements with you, and to provide information, advice, care and treatment as part of the health care services you obtain from them. For information on how your personal information is managed and used by a given Practitioner and/or their Practice, including who has access to it within the Practice, please contact your Practitioner or their Practice.
HOW YOUR PERSONAL INFORMATION IS SHARED
Your Account Information is shared with the Practitioner on whose behalf we collected it (and other Practice Staff within their Practice).
Your Account Information will also be effectively accessible to any other Practitioners or Practice Staff (of the same Practice or other Practices) who enter any of your items of Account Information (i.e. full name, mobile telephone number or email address) into MA (through their own MA account interface), as the MA system will in that case indicate to them that you already have an MA account as a Patient (and will disclose your other items of Account Information to them for the purpose of them adding you as their Patient). However, the terms governing Practitioner and Practice Staff use of MA prohibit Practitioners and Practice Staff attempting to ascertain if any visitor (or any other person) has a Patient MA account (and thereby ascertaining their other Account Information) without that visitor’s (or other person’s) prior consent.
We do not share your Patient Information except to make it available in MA to the Practitioners/Practices who collected it, in accordance with their MA account authorisations. Practitioners/Practices have the ability to provide API keys to third party apps, allowing those third party apps to access data stored on the MA platform (including Patient Information and other personal information) that is accessible to that Practitioner/Practice. In effect, this amounts to your personal information being disclosed by your Practitioner and/or their Practice to certain third parties. If you have any questions or concerns, please contact your Practitioner or their Practice.
We store your personal information on secure servers located in Australia and managed by Amazon Web Services, Inc. Our third party service providers are located in Australia and the United States and may store your personal information outside of Australia.
When we engage third party service providers to perform services for us as part of MA, those third parties may be required to handle your personal information. If such third party service providers are not ordinarily subject to the Privacy Act or a law with equivalent privacy protections and access (e.g. the EU General Data Protection Regulation), we ensure they take reasonable steps to safeguard your personal information and only use your personal information for the purposes for which it was supplied, and we will take reasonable steps to ensure that such third parties are subject to or bound by the privacy obligations of the Privacy Act with respect to the protection of your personal information.
We may also disclose your personal information otherwise as required or permitted by law.
If you indicated a preference for a method of communication, we will endeavour to use that method to communicate with you whenever practicable to do so. If at any time you decide you no longer wish to receive marketing communications from us you may use the opt-out/unsubscribe facility option in our email or SMS communications or make a request to not receive marketing communications from us by contacting us using the details noted in the Contact Information section below.
As a Visitor, we may use certain limited information about you (such as your name, email and mobile phone number) to promote natural health services, to promote natural health and complementary medicine education material and for other promotional campaigns (subject to your Practitioner’s opt-out within the period specified with campaign notification).
We may use your Account Information, with your or your Practitioner’s (or their Practice’s) approval via an opt-in mechanism, for campaigns to encourage the use of MA, to provide promotional material or natural health and complementary medicine education material, and to promote natural health services.
As a Patient, your Practitioner or their Practice may, with your consent, use your personal information for direct marketing, including to send you emails, SMS messages or push notifications via your MA App to alert you, for example, to promotions, events or new products.
You can manage push notifications in your mobile device settings, and SMS settings for marketing by logging into your MA account. You can also contact your Practitioner to manage your email and SMS marketing settings in relation to that Practitioner.
SECURITY OF YOUR PERSONAL INFORMATION
We take reasonable steps to protect your personal information from loss, misuse and interference and from unauthorised access, modification or disclosure. We encrypt your personal information when it is transmitted over the internet. We are certified as being compliant with HIPAA and ISO/IEC 27001:2013.
We take (and we require our third party service providers with whom we share your personal information to take) reasonable steps to destroy or permanently de-identify your personal information where it is no longer required, once any legal obligations to retain it have expired.
However, our data protection measures are not a guarantee of the security of your personal information. You must also take care to protect your personal information. Please notify us as soon as possible if you become aware of any security or data breaches.
UPDATING AND/OR ACCESSING YOUR PERSONAL INFORMATION
We take reasonable steps to ensure that your personal information that we hold is accurate, complete and up to date. To assist us to do this, please ensure you provide us with correct information and inform us whenever your personal information changes.
If you are a Patient and wish to access, update or correct your Account Information, please contact us using the details noted in the Contact Information section below.
If you are a visitor to FMA without an MA Account and, after contacting us with an enquiry, wish to access, update or correct your personal information that we may hold about you, please contact us using the details noted in the Contact Information section below.
If we refuse to correct your personal information following a request by you to do so, then we will provide you with a written notice of the reason(s) for such refusal and the procedure to complain about our refusal. We will respond to any requests regarding the correction of your personal information so that it is accurate, complete and up to date within a reasonable period after a request is made. We will not charge you for any request to correct your information.
Where you request access to your personal information, we will respond to any such request within a reasonable period after the request is made. If we refuse to provide access to your personal information for any reason, we will provide you with a written notice of the reason(s) for such refusal and the procedure to complain about the refusal.
We may recover from you our reasonable costs of supplying you with access to your personal information, but we will not charge you for any request you might make to access your personal information.
If you are a Patient and wish to update or access your Patient Information, please login to MA or contact your Practitioner as this Patient Information is managed by your Practitioner and/or their Practice, not us.
LINKS ON OUR WEBSITE
FMA and MA may contain links to websites which are owned or operated by other parties. You should make your own enquiries as to the privacy policies of these parties/websites. We are not responsible for the information on, or the privacy practices of, such websites or the entities that operate them.
IF YOU HAVE A PRIVACY COMPLAINT
We are committed to maintaining and protecting your privacy. If you wish to make a complaint, please contact us using the contact information in the Contact Information section below.
Please provide us with sufficient detail regarding your complaint and any supporting evidence. We will notify you in writing if we require any additional information or otherwise of the outcome of our investigation of the complaint
If your complaint is not satisfactorily resolved, you may refer your complaint to the OAIC at www.oaic.gov/about-us/contact-us.
FMA Operations Pty Ltd
Address: PO Box 450, Mawson ACT 2607, Australia