Mobile apps

Privacy Policy - My RCH Portal app

    • The My RCH Portal mobile application (the App) is a service provided by The Royal Children’s Hospital (ABN 35 655 720 546) (collectively referred to as “we”, “our” or “us”). In this Privacy Policy, “you” and your” refers to any individuals who access or use the App from whom we collect personal information.

    This Privacy Policy informs you how we collect, use, disclose, secure and store your personal information when you use or access the App. We are committed to protecting your privacy and personal information. This privacy policy complies with the Information Privacy Principles contained in the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and the Health Privacy Principles contained in the Health Records Act 2001 (Vic) (HR Act) and all related Australian legislation (collectively, Victorian Privacy Law).

    If you use or access the App, you are deemed to have accepted and consented to this Policy. The personal information that we collect is used for providing and improving the functionality of the App. We will not use or share your information with anyone except as described in this Privacy Policy.

    The terms used in this Privacy Policy have the same meanings as in Victorian Privacy Law and our Terms and Conditions, which are accessible at My RCH Portal and the RCH Privacy Policy (unless otherwise defined in this Privacy Policy).

    The My RCH Portal App may interact with your sensitive data to provide certain features. The first time you try to use any of these features, we will ask for your consent within the app and will only allow you to use a feature if you give consent. You do not have to provide consent if you do not want to allow the My RCH Portal App to interact with your data as requested. The My RCH Portal App is developed by Epic Systems Corporation; please refer to Epic’s Mobile Application Privacy Policy for Patients for more detailed information about the ways Epic may interact with your information to make your use of My RCH Portal possible.

    My RCH Portal may offer location-based features. The first time you try to use any features that use your location, we will ask for your consent within the app and will only access your location if you give consent. You do not have to provide consent if you do not want to allow My RCH Portal to use your location. We do not store your location data.

    How do we disclose your personal information?

    We may disclose your personal information (excluding health and sensitive information) to other health professionals and third parties, including but not limited to:

    Subject to your consent, we may provide information, including sensitive and health information, about you to your healthcare provider and healthcare provider organisation involved in your healthcare, as well as other healthcare specialists.

    When disclosing your personal information to third parties, we will take reasonable steps to ensure that the third party complies with laws substantially similar to Victorian Privacy Law.

    What information do we collect and hold?

    The types of information we may collect includes:

    The information that we request will be retained by us and used as described in this Privacy Policy. 

    We will only collect and use sensitive information and health information with your consent or as required by law. Such information will only be used for the purposes for which it is collected or otherwise in accordance with Victorian Privacy Law. We will not use or disclose your sensitive information or health information to any third party except as required or permitted by law.

    How do we collect your personal information?

    We may collect your personal information in a variety of ways, including:

    If your personal information is collected from a third party, we will notify you of such where reasonably practicable.

    How do we use your personal information?

    We will only use your personal information to fulfil the purpose for which it is collected or for related purposes, in accordance with this Privacy Policy and Victorian Privacy Law.

    We may also use your personal information for a range of different purposes, including to:

    How do we store your personal information?

    We have in place steps to protect your personal information from misuse, loss or unauthorised access and disclosure. We store all registration information, encrypted user IDs, device diagnostic information and contact data, in the data store. It is a secure cloud-based facility, using infrastructure located in Australia, which has been classified as appropriate for storage of data up to the ‘protected’ security level.

    We will only transfer personal or health information outside Victoria if the recipient is subject to laws substantially similar to Victorian Privacy Law.


    This Privacy Policy is available on our website and upon request.


    Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the websites that you visit and are stored on your device's internal memory.

    This App does not use “cookies” explicitly. However, the App may use third party code and libraries that use “cookies” to collect information and improve their services. You have the option to either accept or refuse these cookies and know when a cookie is being sent to your device. If you choose to refuse our cookies, you may not be able to use some portions of this App.

    Links to Other Sites

    The App may contain links to other sites. If you click on a third-party link, you will be directed to that site. Note that these external sites are not operated by us. Therefore, we strongly advise you to review the privacy policy of these websites. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

    Direct marketing

    We do not sell or otherwise provide personal information to unrelated third parties for their direct marketing purposes or other use-based data mining purposes.

    How can you access or correct your personal information?

    You can update your personal information from within the App. If you are unable to update your personal information, we can update such information we hold about you. 

    We take reasonable steps in the circumstances to ensure that personal information we collect, use or disclose is accurate, current, complete and relevant. If it is out of date, incomplete, irrelevant or misleading, please contact us as set out below. We may decline your request to access or correct your personal information in accordance with the Victorian Privacy Law. If we do refuse your request, we will provide you with a reason for our decision.

    Dealing with us anonymously

    We will provide you with the opportunity to deal with us anonymously or by pseudonym where it is lawful and practicable (e.g. when making a general enquiry or requesting a policy or other non-sensitive document from us). If you choose to deal with us anonymously or pseudonymously, we may not be able to provide you with access to and use of the App or any integrated products or services.

    Unique identifiers

    We do not assign, use or disclose unique identifiers to you unless it is necessary to do so to carry out one of our functions efficiently or is allowed or required by law. Examples of unique identifiers belonging to other organisations include Medicare numbers, tax file numbers and drivers licence numbers.

    What can you do if you have a question or complaint?

    If you would like further information about the way we manage personal information, or wish to complain, please contact us using the details below and we will investigate the issue. We will notify you of a decision in relation to your complaint as soon as practicable after it has been made.

    If you are not satisfied with our decision, you may direct your concerns to either:

    Office of the Victorian Information Commissioner

    Phone: 1300 006 842


    Mail: PO Box 24274 Melbourne VIC 3001


    Health Complaints Commissioner

    Phone: 1300 582 113

    Online Form:

    Please note that the relevant Commissioner may decline to hear your complaint if it has not first been made to us.

    Changes to this Privacy Policy

    We may modify or amend this Privacy Policy at any time in our sole discretion. By continuing to use the App, you accept this Privacy Policy as it applies from time to time. You are encouraged to periodically review this Privacy Policy to stay informed of any updates.

    This policy is effective as of 1 August 2022.

    Contact Us

    If you have any privacy related questions or suggestions, please do not hesitate to contact us at:

    Phone: 03 9345 6106


    Mail: Privacy Officer

             Health Information Services

              The Royal Children’s Hospital

              50 Flemington Road

              Parkville VICTORIA  3052