What is changing in the Privacy Policy?
Here's a quick look at what's changed:
- We've made it clearer when health information may be shared across the HBF Group so we can provide health-related services
- We've expanded the purpose of the HBF Group to cover member health and wellbeing programs and services
- We've explained how new technologies like artificial intelligence (AI) may help us deliver services and improve the member experience
- We've explained when automated decisions may be used, and what personal information goes into them
These changes came into effect on 15 November 2026.
Where can I find the Privacy Policy?
You can read it here.
Why is Queensland Country Health Fund updating its Privacy Policy?
Australian Privacy Principle 1 has changed. From 10 December 2026, organisations need to include automated decisions in their privacy policies, so we've updated ours.
What is automated decision-making (ADM)?
Automated decisions are when we use computer programs to make decisions, or to help us make them. For example, we use computer programs to help calculate benefits for claims and complete eligibility checks.
What is a computer program?
When we say "computer program", we mean technology like software, rule-based systems, artificial intelligence and machine learning.
Is ADM the same thing as AI?
No. While there is some overlap, and AI may be used in automated decision-making, each can also be used independently of the other.
How does automated decision-making affect me as a member?
Using technology to automate or support complex or frequent decisions, like assessing claims, can help us be more accurate and get things done faster for you. Our Privacy Policy lists the types of decisions that may involve automated decision-making.
What types of decisions are made using automated decision-making?
Lots of decisions can be automated. Here are some that involve automation:
- Processing claims and paying benefits
- Verifying identity and identifying potential fraud
- Assessing eligibility or suitability for health and wellbeing programs, services or member benefits
- Sending personalised communications, marketing and offers
- Managing memberships and policies
- Managing incentives and promotions
What personal information is used in automated decision-making?
It depends on the decision. Some examples of what we may use:
- Policy and membership information
- Identity and contact details
- Health and claims information
- Financial and payment information
Has Queensland Country Health Fund changed how it uses my information?
No. We've updated our Privacy Policy to make it easier to understand how we look after your personal information, including how we use AI and automated decision-making. These practices aren't new to us. The update reflects recent changes to Australian privacy law, which mean organisations need to share more about their use of automated decision-making in their privacy policies by 10 December 2026.
Do I need to do anything because of these changes?
There's nothing you need to do. If you have any questions after reading the updated Privacy Policy and these FAQs, please give us a call on 1800 813 415 and our team will be happy to help.
Was this communication sent because of a privacy leak or data breach?
No. We sent this because Australian Privacy Principle 1 has changed, and organisations now need to include automated decision-making in their privacy policies by 10 December 2026. Because Queensland Country Health Fund, a registered business name of HBF Health Limited, is covered by the Privacy Act, we need to update our Privacy Policy.
Why am I receiving Privacy Policy updates from several companies?
From 10 December 2026, every organisation covered by the Privacy Act needs to include information about automated decision-making in its Privacy Policy. That's why you may be hearing from a few of them.
How can I escalate a concern or make a complaint?
We're committed to getting things right for you. If something isn't right, we want to know so we can fix it. Here's how it works:
1. Tell us first. Many concerns can be sorted quickly by getting in touch directly. Call us on 1800 813 415, email info@queenslandcountry.health or complete our contact form at https://www.queenslandcountry.health/help-centre/contact-us/. You can also write to us at PO Box 42, Aitkenvale QLD 4814.
2. Make a complaint. If we haven't been able to sort it out, you can ask for your complaint to be escalated for review. Email info@queenslandcountry.health, call 1800 813 415, or post it to:
Queensland Country Health Fund
PO Box 42
Aitkenvale QLD 4814
We'll let you know we've received it within 2 business days, and we'll aim to resolve it within 10 business days, if not sooner. If we need more time to look into it, we'll tell you.
3. Further escalation. If you're not happy with the outcome, you can ask for an independent review by our Internal Dispute Resolution Panel. This is the final step of our internal process and can take up to 15 business days.
4. External review. If you're still not satisfied, you can contact the Private Health Insurance Ombudsman at www.ombudsman.gov.au.
If your complaint is about how your personal information has been handled, you can also tell us in person at any Retail Centre, or write to the Privacy Officer at GPO Box C101, Perth WA 6839.
You can read more here.