Privacy Policy

Privacy Policy
Version: March 2021
Endorsed by the Board: March 2021

The Reserve Bank Health Society Limited (“the RBHS”) is subject to the Privacy Act 1988 ("Act"),
including the Privacy Amendment (Enhancing Privacy Protection) Act 2012, The Privacy
Amendment (notifiable Data Breaches) Act 2017 and the Australian Privacy Principles (“APPs”) as
well as other state and territory laws including the Health Records and Information Privacy Act
2002 (NSW).

The core requirements of the Act are set out in the Australian Privacy Principles (“APPs”), which
cover how RBHS should collect, use, keep secure and disclose personal information and sensitive
information. The APPs also give individuals a right to know what information the RBHS holds about
them and a right to correct it if it is wrong.

What is personal information?
‘Personal information’ is any information or opinion from which your identity can be ascertained.

What is sensitive information?
'Sensitive information' includes health information such as information about your health, your
wishes about future provision of health services, the health service provided to you and genetic
information that is collected.
Unless otherwise stated, a reference to 'personal information' includes a reference to sensitive

What personal information does the RBHS collect?
Depending on our relationship with you, the types of personal information the RBHS may collect
from members of RBHS and from individuals whose personal information is collected in connection
with products and services offered by RHBS or other activities of RBHS includes:
• Identifying information such as your name and date of birth
• Contact details including your residential or mailing address, telephone contact numbers
and email address
• Government identifiers, including Medicare numbers
• Financial information such as your bank account details or credit card information.
• Sensitive information, including information relating to your health or health services,
including details relating to any health claims
• Information about your health and health interests
• Information you provide to us through customer surveys or online contacts; and
• Information from your usage of our website and mobile app as outlined under Use of
cookies below and the RBHS’s Terms of Use (

By joining the RBHS you confirm that you and other individuals covered under the policy have
consented to us collecting, using and disclosing your and their personal information in
accordance with this privacy policy.

How does the RBHS collect personal information?
We will always try to collect personal information directly from you however there are instances
where we need to collect information from other individuals or entities.

In most cases, we collect personal information directly from you. If you are a part of a family or
couples health insurance, we may collect information about you from another person on the
policy. An example of this is collecting information from the person who establishes the policy.

If you are adding other individuals to the same policy and provide us with their personal
information, then you warrant that:
• You are authorised to act on their behalf;
• You have advised the individual that you have provided us with their information;
• You have advised them of their obligations and rights under this privacy policy and where to
access this privacy policy;
• You have advised them that they have a right to access their information; and
• You acknowledge that we act in reliance of these warranties.

We may also collect information from:

• third party service providers that are engaged by us to assist us in providing services or to
administer our business.
• A contracted health service provider. Contracted health service providers are required to
obtain your consent before providing us with your personal information.
• Government agencies
• Hospital and medical providers
• Another Health Fund

What happens if you choose not to provide your personal information?
If you do not provide the personal information requested the RBHS may be limited in its ability to
interact and provide services to you including the inability to process and pay claims and make
changes to your policy.

Why does the RBHS collect, hold and use this personal information
The RBHS collects and holds, and may use your personal information to:
• Establish and maintain your membership, including and to facilitate eligibility checking and
payments for appropriate medical treatment for Policy Holders
• Liaise with the Reserve Bank of Australia (RBA) or Note Printing Australia (NPA) in regard to
payment of your premiums if required (including any reduction or increase). The RBHS will not
inform the RBA or NPA of any changes to your personal information.
• Process, audit and pay claims. This may include instances where a third party is engaged to
undertake services that are deemed to be an integral part of the claim assessment and
processing system;
• Provide health services through a contracted provider, where the member has consented, or
would reasonably expect RBHS to do so, such as identifying and referring which persons
covered would benefit from risk management and disease management programs. Members
can opt out of receiving this information if required by contacting the fund at or
1800 027 299.
• Account and billing maintenance;
• Manage Internal business operations such as planning, product development, research and
reporting to the RBHS;
• Provide direct market offers of products and services provided by or on behalf of RBHS (or
other partner organisations) which we consider may be of interest to our policy holders. You
may opt out of receiving any marketing material by contacting the fund at or 1800 027 299. We do not sell your personal information to any other
person or entity for marketing purposes.
• Comply with our legal obligations, including submission of de-identified health related data to
Commonwealth agencies. For members admitted to hospital, this is done via our contracted
third party, the Australian Health Services Alliance (

The RBHS will not use personal information for other purposes without the consent of the individual,
unless the disclosure is required by law.

Personal information obtained by the RBHS through telephone interaction with you may be
recorded for staff training and coaching purposes. In such cases you will be informed that the
conversation will be recorded and advised of your right to cancel such recordings before
proceeding. In undertaking such recordings, the RBHS will at all times comply with the
Telecommunications (Interception and Access) Act 1979 (Cth).

Disclosure of personal information
The RBHS may also disclose your personal information to other individuals and organisations
• Other persons listed on your policy as part of administering the policy and paying benefits.,
If you, or someone on your policy does, not wish for your information not be shared with
other policy holders you can opt-out of this by contacting the RBHS.
• Government agencies
• Banking and financial institutions
• Other Health Insurers
• Other individuals listed on your membership
• Health service and medical providers
• Contracted third parties
• Peoplecare Health Limited (A.C.N 087 648 753) as the RBHS’s outsourced administrative
service provider.

Are we likely to disclose your personal information to overseas recipients?
The RBHS is not likely to transfer your personal information to overseas recipients. However, there
may be occasions where we are required to do so in order to provide you with our products or
services, or manage our relationship with you. If we transfer your personal information outside
Australia, we will comply with the requirements of the Act which relate to trans-border data flows.

Use of cookies
The RBHS website and mobile app may use tracking “cookies” to improve its functionality. When a
person visits the website, details about the visit, such as time and date, pages accessed, duration
of visit and type of browser may be recorded. For further information, please visit RBHS’s Terms of
Use (

If you do not wish to receive cookies, you can change your browser settings to refuse cookies or to
notify you each time a cookie is sent to your computer and give you the choice whether to
accept it.

Security of personal information
Hard copies of information collected are stored securely with controlled access. Access to the
software used to maintain the RBHS’s database is strictly controlled and we use, among other
things, secure information technology techniques like firewalls, encryption and password
protection. The RBHS regularly reviews who has access to ensure confidentiality is maintained.
RBHS will destroy or de-identify as soon as practicable if it is lawful and reasonable to do so any
unsolicited personal information it receives from an individual.

Access and correction of your personal information
You have the right to access and or correct personal information that the RBHS holds about you.
The RBHS will provide you with a printout or information about your membership upon request and
appropriate identification. We will endeavour to respond within 48 hours of receiving your

You should also be aware that there may be rare occasions where your request might be either
denied or only partially granted, such as in the case of an existing or anticipated legal dispute.

Who to contact
If you have a privacy issue or complaint that you wish to raise, your first step should be to contact
the RBHS Privacy Officer at the following address:

The Privacy Officer
Reserve Bank Health Society Ltd
Locked Bag 23
Wollongong NSW 2500
Telephone: 1800 027 299

If the issue is not resolved, a formal complaint may be submitted to the Chairperson of the Board,
who will arrange for it to be considered promptly by the Board. Contact details for the
Chairperson of the Board are:

Reserve Bank Health Society Chairperson
Reserve Bank of Australia
GPO Box 3947
Sydney, NSW 2001

If you are still not satisfied you may lodge a complaint with the Private Health Insurance
Ombudsman at the following address:

Commonwealth Ombudsmen
GPO Box 442 Canberra, ACT 2601
Telephone: 1300 362 072

Independent advice about privacy issues can be obtained from the Office of the Federal Privacy
Commissioner. Contact details are as follows:

Office of the Australian Information Commissioner
GPO Box 5218
Telephone: 1300 363 992

Policy availability
A copy of this Policy is available on the website

Policy review
The Policy will be reviewed annually.
Chairperson, RBHS Board