SA Privacy Breach by Australia Post & Royal Adelaide Hospital

[Cathy]

After being in a car accident and being injured. Allianz needed to get me to sign a freedom of information (FOI) form, so they could get my medical records from the Royal Adelaide Hospital (RAH).

After signing it, we waited a long time to receive them. Allianz phoned the RAH to see where my medical records were. They said they had been sent ages ago. So they contacted the Australia Post to see where they were as they were being delivered by registered post. Only to find that they had been delivered to the wrong place and wrong person. But they still don't know where that is. The delivery driver does not recall that particular parcel.

So someone has 168 pages of my personal information. I'm not happy at all. Then for Australia Post to send an apology to Allianz for the inconvenience it has caused them. Is that an admittance of their stuff up? Also the RAH apparently addressed it to the wrong person.

My question is: What can I do about this privacy or data breach and how do I go about it?

 

[Sarah J]

Hi Cathy,

First, you should raise a complaint with the Australia Post directly, if you have not already done so, through their internal complaints process: http://auspost.com.au/about-us/complaints.html

Second, you can raise a complaint with the Australian Postal Industry Ombudsman. This is a free service that will be able you give you more information about what is expected from Australia Post in this situation and may be able to assist you in reaching a reasonable resolution between yourself and Australia Post. Their complaint procedure is: http://www.pio.gov.au/making-a-complaint/. The Ombudsman should have their own compensation policy, so you may enquire to them about this.

Finally, you may bring your matter up with the Privacy Commissioner. There is a Commonwealth (Office of the Australian Information Commissioner) branch. The Privacy Commissioner may hear complaints against Government agencies and private organisations within the Privacy Act 1988 (Cth). Similar to the Ombudsman, it is free to lodge a complaint. Their complaint procedure is: http://www.oaic.gov.au/privacy/making-a-privacy-complaint.

Note that both the Postal Industry Ombudsman and Privacy Commissioner requires you to have lodged a complaint with Australia Post first.

 

[Cathy]

Thankyou so much for your reply Sarah. I will certainly be putting in a complaint. I have given them enough time to find my medical reports. 4 months