---
title: Privacy Policy | Apex TRT
description: How Apex TRT collects, uses, stores and protects your personal and health information, under the Privacy Act 1988 and the Australian Privacy Principles.
image: https://www.apextrt.com.au/hubfs/apex-trt/brand/apex-share-1200x630.jpg
---

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Legal

# Privacy Policy

How we collect, use, store and protect your personal and health information.

Last updated: September 2026

Contents

1. [1. Who we are](https://www.apextrt.com.au/privacy#s1)
2. [2. The information we collect](https://www.apextrt.com.au/privacy#s2)
3. [3. How we collect it](https://www.apextrt.com.au/privacy#s3)
4. [4. Why we use your information](https://www.apextrt.com.au/privacy#s4)
5. [5. Consent and withdrawing consent](https://www.apextrt.com.au/privacy#s5)
6. [6. Who we share your information with](https://www.apextrt.com.au/privacy#s6)
7. [7. Storage and security](https://www.apextrt.com.au/privacy#s7)
8. [8. Overseas disclosure](https://www.apextrt.com.au/privacy#s8)
9. [9. Access and correction](https://www.apextrt.com.au/privacy#s9)
10. [10. Cookies and analytics](https://www.apextrt.com.au/privacy#s10)
11. [11. Complaints](https://www.apextrt.com.au/privacy#s11)
12. [12. Contact us](https://www.apextrt.com.au/privacy#s12)

Contents

1. [Who we are](https://www.apextrt.com.au/privacy#s1)
2. [The information we collect](https://www.apextrt.com.au/privacy#s2)
3. [How we collect it](https://www.apextrt.com.au/privacy#s3)
4. [Why we use your information](https://www.apextrt.com.au/privacy#s4)
5. [Consent and withdrawing consent](https://www.apextrt.com.au/privacy#s5)
6. [Who we share your information with](https://www.apextrt.com.au/privacy#s6)
7. [Storage and security](https://www.apextrt.com.au/privacy#s7)
8. [Overseas disclosure](https://www.apextrt.com.au/privacy#s8)
9. [Access and correction](https://www.apextrt.com.au/privacy#s9)
10. [Cookies and analytics](https://www.apextrt.com.au/privacy#s10)
11. [Complaints](https://www.apextrt.com.au/privacy#s11)
12. [Contact us](https://www.apextrt.com.au/privacy#s12)

## 1. Who we are

Apex TRT is a doctor-led telehealth clinic providing testosterone replacement therapy to adults in Australia. Our head office is at 460 Lonsdale St, Melbourne VIC 3000. Our doctors are registered with the Australian Health Practitioner Regulation Agency (AHPRA).

This policy explains how we collect, hold, use and disclose your personal information, including your health information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Because we are a health service provider, we also comply with the state and territory health records laws that apply to us, including the Health Records Act 2001 (Vic).

When we say we, us or our, we mean Apex TRT. When we say you, we mean the person whose information we hold, whether you are a patient, a prospective patient or a visitor to our website.

## 2. The information we collect

We only collect information we need to provide safe medical care, run the clinic and operate our website. Depending on how you deal with us, that can include:

- **Identity and contact details:** your name, date of birth, email address, phone number, residential address and Medicare number where it is needed for pathology or prescriptions.
- **Health information:** your answers to the medical assessment, your symptoms, medical history, current medications, pathology results, consultation notes, prescriptions issued and treatment plans. Health information is sensitive information under the Privacy Act and we treat it with extra care.
- **Identity verification:** a copy of a government-issued photo ID where a doctor needs to confirm who they are treating before prescribing.
- **Payment details:** the amount, date and status of payments. Card numbers are handled by our payment processor and are not stored on our systems.
- **Account and portal data:** your login details, appointment bookings, messages you send to the care team and how you use the patient portal.
- **Website data:** device and browser information, pages visited, referring pages and approximate location, collected through cookies and analytics tools (see section 10).

We do not collect more health information than a doctor needs to make a clinical decision about you.

## 3. How we collect it

We collect information directly from you wherever we can. That happens when you:

- complete the medical assessment or a form on our website;
- book or attend a telehealth consultation;
- create or use a patient portal account;
- email, call or message the care team;
- make a payment.

We also collect information from third parties as part of your care. Pathology providers send us your test results. Pharmacies and the national electronic prescription exchange confirm when a script has been dispensed. If you are transferring from another clinic or your GP, we may receive your records with your consent.

If you give us information about another person, for example an emergency contact, you must have their permission to do so.

## 4. Why we use your information

We use your personal and health information to:

- assess whether treatment is clinically appropriate for you;
- provide consultations, order pathology, issue prescriptions and manage your ongoing care;
- run your patient portal account, schedule appointments and send appointment reminders;
- take payments and issue receipts;
- respond to your questions and support requests;
- meet our legal and professional obligations, including record-keeping, prescribing rules and reporting duties;
- improve the clinic, our website and our services, using de-identified data wherever possible;
- send you information about our services where you have agreed to receive it.

We do not sell your personal information. We do not use your health information for marketing unless you have separately agreed to that.

## 5. Consent and withdrawing consent

By completing the medical assessment, booking a consultation or creating a portal account, you consent to us collecting and using your health information for the purposes described in this policy. Where the law requires a separate consent, for example to share your records with another practitioner, we will ask you for it.

You can withdraw your consent at any time by contacting us using the details in section 12. If you withdraw consent, we may no longer be able to provide treatment, and we will tell you if that is the case. Withdrawing consent does not affect anything we have already done lawfully with your information, and we must still keep your medical records for the period required by law.

You can opt out of marketing emails and SMS at any time using the unsubscribe link or reply instruction in each message. Opting out of marketing does not stop appointment reminders or clinical messages about your care.

## 6. Who we share your information with

We only share your information where it is needed to provide your care, to run the clinic or where the law requires it. That includes:

- **Our doctors and care team:** the AHPRA-registered practitioners and clinical staff involved in your treatment.
- **Pathology providers:** Australian pathology partners who collect and analyse your blood tests and return the results to your doctor.
- **Pharmacies and the electronic prescription exchange:** when your doctor issues an eScript, the prescription is transmitted through the national electronic prescribing system and dispensed by the pharmacy you choose.
- **HubSpot:** our customer relationship management, patient portal and website platform. HubSpot stores our data in its Asia-Pacific hosting region and acts as our data processor under its own security and privacy commitments.
- **Payment processor:** the provider that handles card payments on our behalf. They receive the details needed to process your payment.
- **Email and SMS providers:** the services we use to send appointment reminders, results notifications, account messages and, where you have agreed, marketing.
- **Your other health providers:** your GP or specialist, where you have asked us to share your records or where it is needed for your safety.
- **Regulators, courts and law enforcement:** where we are required or authorised by law, including reporting obligations that apply to prescribers.

Every service provider we use is bound by contract to protect your information and to use it only to deliver the service we have engaged them for.

## 7. Storage and security

Your information is held in secure, access-controlled systems. Access to health information is limited to the practitioners and staff who need it to care for you or to run the clinic, and every staff member is bound by confidentiality obligations.

We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification and disclosure. Those steps include encryption in transit and at rest on our platforms, multi-factor authentication for staff, role-based access controls and regular review of who has access to what.

We keep your medical records for at least seven years after your last consultation, as health records law requires, and then destroy or de-identify them securely. Information that is not part of your medical record is kept only as long as we need it for the purposes described in this policy.

If a data breach occurs that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner in line with the Notifiable Data Breaches scheme.

## 8. Overseas disclosure

We aim to keep your information in Australia. Our clinical records, patient portal and CRM data are hosted with HubSpot in its Asia-Pacific region. Some of the service providers we rely on, such as email, SMS and payment services, may process limited information on servers located outside Australia, including in the United States.

Before we disclose personal information to an overseas recipient, we take reasonable steps to make sure they handle it in a way that is consistent with the Australian Privacy Principles. Your health information is never sent overseas for clinical purposes without your express consent.

## 9. Access and correction

You have the right to ask for a copy of the personal information we hold about you, including your medical records, and to ask us to correct anything that is inaccurate, out of date, incomplete or misleading.

To make a request, contact us using the details in section 12. We will verify your identity before releasing any information. We will respond within 30 days. We do not charge for making a request, but we may charge a reasonable fee for the cost of preparing copies of extensive records, and we will tell you the fee before we proceed.

In limited circumstances the law allows us to refuse access, for example where releasing the information would pose a serious threat to someone's life or health. If we refuse, we will explain why in writing and tell you how to complain.

## 10. Cookies and analytics

Our website uses cookies and similar technologies to keep the site working, remember your preferences and understand how visitors use it. We use HubSpot analytics and may use Google Analytics and advertising platforms to measure the performance of our website and campaigns.

Analytics data is aggregated and does not identify you personally unless you have given us your details, for example by submitting a form. Your medical assessment answers are not shared with advertising platforms.

You can control or delete cookies through your browser settings. Disabling cookies may mean some parts of the website, including the patient portal, do not work as intended. Where the law requires it, we will ask for your consent before setting non-essential cookies.

## 11. Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please contact us first using the details in section 12. We take privacy complaints seriously. We will acknowledge your complaint within seven days, investigate it and respond to you in writing within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

- Website: [www.oaic.gov.au](https://www.oaic.gov.au)
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001

For complaints about the handling of health information in Victoria, you can also contact the Health Complaints Commissioner at [hcc.vic.gov.au](https://hcc.vic.gov.au).

## 12. Contact us

For any question, request or complaint about privacy, contact the Apex TRT care team:

- Email: [support@apextrt.com.au](mailto:support@apextrt.com.au)
- Post: Privacy Officer, Apex TRT, 460 Lonsdale St, Melbourne VIC 3000

We may update this policy from time to time to reflect changes in our services or the law. The date at the top of this page shows when it was last updated. Significant changes will be notified to patients through the portal or by email.

This policy should be read together with our [Terms of Service](https://www.apextrt.com.au/terms?hsLang=en-au). If anything here is unclear, email [support@apextrt.com.au](mailto:support@apextrt.com.au) and we will explain it in plain terms.

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- [Learn](https://www.apextrt.com.au/blog?hsLang=en-au)

### Patients

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### Company

- [About Apex TRT](https://www.apextrt.com.au/about?hsLang=en-au)
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## Medical assessment

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## Medical assessment

×

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