Your Health Wallet Privacy Policy

Your Health Wallet is committed to protecting your privacy and safeguarding your personal information.

This privacy policy explains how Your Health Wallet collects, manages, and protects personal information, including:

  1. What personal information does Your Health Wallet collect? 
  2. How does Your Health Wallet collect and store personal information?
  3. How does Your Health Wallet use your personal information?
  4. How is personal information disclosed to others?
  5. How may you access or correct your personal information?
  6. How you can complain if you have concerns about how Your Health Wallet has managed your personal information?
  7. If you have not received a response to your complaint or are unhappy with the outcome?

Your Health Wallet has practices in place to comply with the Australian Privacy Principles set out in the Privacy Act 1988. These principles govern how organisations handle personal information.


This Policy applies to Your Health Wallet Limited (ABN 92618020885) and its related bodies corporate located in Australia (Your Health Wallet).  

What personal information does Your Health Wallet collect?

Personal information is information or an opinion about you from which you can be reasonably identified.  The personal information Your Health Wallet may collect about you will depend on the type of membership you apply for with Your Health Wallet.

Personal information is collected so that we can provide you with our products and services and comply with our legal obligations such as those under Anti-Money Laundering and Counter-Terrorism Financing Act, ATO regulations and Australian Financial Services Regulations. If you choose to not provide information requested, we may not be able to provide you with a product or service.

The kinds of personal information that Your Health Wallet may collect and hold about you include: your name, contact details, date of birth, citizenship status, tax file number (TFN) and banking details.

How does Your Health Wallet collect and store personal information?
Collecting information

Depending on how you choose to interact with us, we may collect your personal information when you contact us by telephone, by email, through our websites, social media channels, mobile apps, complete a registration form.

Your Health Wallet may also collect information about you from third parties. For example, Your Health Wallet may collect personal information from:

  • our corporate clients, where we are providing services to them, and you apply to join your health wallet corporate programs.
Collecting information from visits to Your Health Wallet’s website

Your Health Wallet may collect information based on how you use Your Health Wallet’s website or digital media. Your Health Wallet uses “cookies”, analytics tools and other data collection methods to collect anonymous information on website users and their activity. Cookies are small text files that are placed on your computer by the websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

Information we collect includes (but is not limited to) how the website is found, which pages are viewed, and how frequently a visitor comes to the website. This information is combined into an overall picture about how our website is used and does not individually identify you.

If you are uncomfortable with the use of cookies, you can manage and control them through your browser settings, and this includes by deleting them from your ‘browser history’ (cache) when you leave the website.

The information collected is only used by Your Health Wallet for our analysis, to measure the success of our digital advertising and social media, and to improve our ability to provide relevant information and content to users.

No attempt is made by Your Health Wallet to personally identify you, except when you submit a digital form. If you complete and submit a form on our website, a social media channel or mobile app, you agree to enter your information to those platforms. The information we collect is stored, accessed and used by us to administer those platforms as required.

If you access your account information online through one of the secure areas of Your Health Wallet’s website, we will collect information about your visit using cookies to track your use of our website and to allow you to effectively access your account information. This information is collected for security purposes and to protect the integrity of your account details. The information you enter in secure areas of Your Health Wallet’s website, is used to process your instructions, or personalise and support services to you. You must not divulge your login credentials and other security tokens created by you during the sign-up process to anyone. All information provided by you via the member portal will be your binding instructions to administrators of your health wallet and to process your instructions.

Securing your personal information

We hold personal information in secure computer storage facilities in Australia. Your Health Wallet takes reasonable steps to protect your information from loss and unauthorised access, destruction, use, modification or disclosure. Access to personal information held by Your Health Wallet is controlled to prevent misuse or unauthorised disclosure of the information. We utilise a range of technical security measures such as secure authentication, password controls, encryption, firewalls and anti-virus technology to prevent unauthorised access to your information.

Your Health Wallet’s health providers that administer personal information are required to comply to similar protection measures.

How does Your Health Wallet use your personal information?

Your Health Wallet may collect, hold, use or disclose your personal information to provide you, and our corporate clients, with a range of products and services, such as:

  • establishing and managing your managed investment scheme dedicated to health needs only.
  • participation in an event, including a course or workshop.

We may also collect, hold, use or disclose your personal information to:

  • consider any concern or complaint that you raise against Your Health Wallet and/or to manage any legal action between you and Your Health Wallet
  • prevent or investigate any actual or suspected fraud, unlawful activity or misconduct.
  • identify you or establish your tax status under any Australian or foreign legislation.
  • comply with any relevant laws, regulations, codes of practice and court orders.

Personal information collected about you may be used by different departments within the Your Health Wallet group, but only if this is necessary in order for us to provide you with our products or services.

Your Health Wallet may use your personal information that we have collected about you to identify a product or service that may be of interest to you. If at any time you no longer wish to be notified about other Your Health Wallet services or promotions, please contact us. Privacy specific contact details are included at the end of this policy.

We may also use your information for other purposes required or authorised by or under law (including purposes for which you have provided your consent).

How is personal information disclosed to others?

Your Health Wallet does not sell, rent or trade personal information to, or with, third parties.

In some circumstances your information may be disclosed to Your Health Wallet’s related entities or service providers that perform a range of services on our behalf. Examples include:

  • mailing houses and printing companies
  • fund and investment administrators/managers
  • auditors and solicitors
  • custodians and brokers
  • registry and platform providers
  • insurance providers
  • information technology service providers
  • other consultants

In some circumstances, personal information may be disclosed to Your Health Wallet-related entities and third parties in jurisdictions including, but not limited to, Australia,

Where we disclose your information to our service providers, we will take steps to ensure that they are authorised to only use personal information in order to perform the functions required by Your Health Wallet.

When booking appointments with health providers, they will be provided information with regards to any gap that they have to collect from you to complete the invoicing process. Such information is only provided if you have booked the appointment via the member portal and the health provider is logged into the health provider portal.

We may also disclose your personal information to law enforcement agencies, courts or government agencies where required to comply with specific legal requirements.  

With your consent, we may also disclose your personal information to other third parties and for other purposes. That consent may be written, verbal or implied from your conduct.

Your Health Wallet’s services are based in Australia and is for Australian Citizens and residents only, and Your Health Wallet does not intentionally target residents of the EU with any of its products and services.

How you may access or correct your personal information?

You may contact us to request access to the personal information we hold about you at any time. You may also ask us to correct information about you that you may believe is inaccurate, incomplete, or out of date.

We will need to verify your identity before giving you access or correcting your information.

In certain circumstances, Your Health Wallet may not be able to correct or provide you with access to your information. In these circumstances, we will write to you to explain and provide the reasons why.

How you may complain if you have concerns about how Your Health Wallet has managed your personal information

If you have a complaint related to how Your Health Wallet has managed your personal information, please contact us using the contact information below. Resolving your concerns may require Your Health Wallet to share your personal information with third parties in this process, including to our service providers or regulatory bodies. We will acknowledge any privacy related complaint within five business days of it being received and make every effort to resolve your issue as quickly as we can. Where we can, we will resolve your complaint on the spot or as soon as possible after that.

If we can’t resolve your complaint within five days, we will contact you to confirm:

  1. The contact details of the case manager who is investigating your complaint.
  2. The applicable maximum response timeframe for your complaint; and
  3. Your options if you are not happy with our handling of your complaint or are unhappy with the outcomes or resolution we have proposed.

The maximum response time for your complaint will depend on the type of product or service your privacy related complaint is about and is defined in Your Health Wallet’s Complaints Handling Policy.

If you have not received a response to your complaint within the maximum response times above or you are unhappy with the outcome of the complaint

If a complaint remains unresolved or you remain unhappy with the outcome of our response to you, then you may contact the Australian Financial Complaints Authority (AFCA) or apply to the Office of the Australian Information Commissioner (OAIC) to have the complaint heard and determined.

When we write to you about our decision, we will explain how you may access an external dispute resolution scheme or make a complaint to the OAIC.

The OAIC may be contacted on the privacy hotline: 1300 363 992.

AFCA may be contacted as follows:




1800 931 678



Postal address

Australian Financial Complaints Authority
Complaints Authority
GPO Box 3, Melbourne VIC 3001


Need more information?

If you wish to complain about how we handled personal information about you, you can lodge a complaint by doing one of the following:

  • Contacting Your Health Wallet directly
  • Completing our Online complaint submission form. Go to the form
  • Via email Complaints@Your Health
  • By Post addressed to:

    Client Advocacy, Your Health Wallet, Suite 2 36 Macaree Street, Berserker, Rockhampton, Queensland 4701.

If you have any questions about this privacy policy or if you wish to access or correct your personal information, please contact Your Health Wallet’s Privacy Officer:



Postal address

Privacy Officer, Your Health Wallet
Suite 2 36 Macaree Street, Berserker
Rockhampton, Queensland 4701


1300 xxx xxx


privacy@Your Health