##### IMPORTANT NOTE #####
According to Victorian State Regulations, all DEXA service providers across the state will require you to have a valid referral to complete your DEXA whole body scan. See https://www.dexamelbourne.com.au/forms/ for more info.
Payment, Refund and Cancellation Policy
Payment for all services is required at the time of your initial scan.
Have been discontinued. No new scan packages are available for purchase. Only single scans.
Exisiting scan packages – cost breakdown
Scan packages have a cost breakdown of $145 for the initial scan, and discounted review scan rates for the balance of the package. Eg:
- 4 scan pack is $145 for initial scan, with review scans allocated at $53.33 per scan. Any refunds processed for unused scan package scans will be calculated using the above formula.
NOTE: DEXA scan packages expire after 12 months from date of purchase. Request for refunds of unused and unexpired scan packages should be sent to email@example.com
Scan packages are non-transferrable.
Please provide 24 hours notice for rescheduling or cancellation of appointments to avoid incurring a cancellation fee.
Client Privacy and Confidentiality Policy
DEXA Melbourne is committed to protecting and upholding the rights of our clients to privacy and confidentiality and will apply the Australian Privacy Principles (APPs) in the way we collect, store and use information about clients, their needs and the services we provide to them.
Personal information we collect
The type of personal information we collect includes:
- names, contact and address details
- date of birth and gender
- personal information about your spouse and dependants if they are clients
It may be necessary in some circumstances for DEXA Melbourne to collect sensitive information about you in order to provide you with specific services. An example of the types of sensitive information that is collected includes health information, ethnic origin.
It is not practical to remain anonymous or to use a pseudonym / false name when dealing with DEXA Melbourne as we need to use your personal information to provide specific services to you.
We will advise you of what information we collect, why, and the circumstances in which we need to share it with others when you become an DEXA Melbourne client.
Purpose for collecting, holding, using and disclosing personal information
DEXA Melbourne collects, stores and uses personal information for a number of purposes including:
- to provide you with a range of service options relevant to your personal needs
- when engaging health care practitioners when relating to service delivery
- to respond to your feedback or complaints, and
We may need to disclose your personal information to others to comply with the law, or if we think you or someone else is at risk of harm.
If you do not provide us with the personal information we have requested, we may not be able to complete or fulfil the purpose for which the information was collected, eg. providing you with a service you had asked for.
We do not disclose personal information to third parties for the purpose of allowing them to send marketing material to you. However, we may share non-personal, de-identified or aggregated information to them for research or advocacy purposes.
How we collect personal information
We collect your personal information from you:
- directly – for example, when you meet with your clinical densitometrist in person to conduct your scan and any other follow-up meetings or over the phone,
- when you send us correspondence (including via email or text message), or
- when you complete a form
We may also be provided with your personal information from government departments or private health care services that work with you so that DEXA Melbourne can provide the relevant services to you.
Where you provide us with a third party’s personal information
Storing personal information
DEXA Melbourne stores client and case related information in electronic format. Data required to be backed up and stored by law is securely stored in lockable cabinets. Hard copy files are scanned, uploaded and securely destroyed, except when we are required by law or funding contract agreements to keep the hard copy. We take security measures to protect the electronic client and case information we hold including restriction of access, firewalls, the use of encryption, passwords and digital certificates. When the hard copy must be retained, we take security measures to protect the client and case information, such as security passes to enter our offices and storage of files in lockable cabinets.
When you provide us with personal information to complete a scan, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at firstname.lastname@example.org or mailing us at:
5/206 Albert Street East Melbourne Victoria AU 3002
DEXA Melbourne will not disclose your personal information to any third-party for the purposes of marketing.
Gaining access to personal information we hold
You can request access to your personal information, subject to some limited exceptions permitted or required by law.
Such request must be made in writing to DEXA Melbourne’s Privacy Officer and it will be actioned within 20 working days. If DEXA Melbourne is unable to give you access to your personal information that you have requested, the Privacy Officer will explain the reasons why.
Please see ‘How to contact us’ (contact info below) for details.
DEXA Melbourne will provide you with access to your personal information at no personal cost.
Keeping personal information current
If you believe that any personal information DEXA Melbourne has collected about you is inaccurate, not up-to date, incomplete, irrelevant or misleading, you may request correction.
To do so, please contact the Privacy Officer and we will take reasonable steps to correct it in
accordance with the requirements of the Privacy Act.
Please see ‘How to contact us’ (contact info below) for details as to how to
contact the Privacy Officer.
If you wish to make a complaint to DEXA Melbourne about our handling of your personal information, you can contact the Privacy Officer as set out in ‘How to contact us’.
You will be asked to set out the details of your complaint in writing in a form provided.
DEXA Melbourne will acknowledge your complaint within 7 days and will endeavour to advise you or progress within 28 days as stated in DEXA Melbourne’s Complaints Procedure.
Phone: 0435 872 776
For more information about the Australian Privacy Principles please visit the