Contact Western NSW LHD

Let the staff involved in your care know that you have a concern. You can also ask someone you trust to speak with staff on your behalf.

If you're worried about a change in your condition or someone you're caring for, reach out to the care staff or the manager of the service.

If you are still worried, call NSW Health Raise It on 1800 777 333.  A senior health worker will respond. Raise It is a simple process available in NSW public hospitals and health services to support you to raise concerns about your or your loved one's condition getting worse.  More information is available on their website.

You can contact the Health Service Manager/General Manager of the facility. 

Health Service Managers/General Managers are available Monday to Friday, during business hours or for urgent assistance please ask to speak with the Senior Nurse on duty. 

If you're not satisfied with the management of a complaint, you can put your concern in writing and send it by:

• Post:  

  Chief Executive 
  Western NSW Local Health District ​​​ 
  PO Box 4061 
  Dubbo NSW 2830 

• Email:  WNSWLHD-CE@health.nsw.gov.au
• Online form: Via the NSW Health online feedback form.

You may also contact the Health Care Complaints Commission, which is independent of the public health system.  

We collect your personal information so that we can provide you with treatment and advice. Test results and further information collected while you are being treated are kept with your health record. We only collect information that is relevant and necessary for your treatment and to manage the health services we provide. 

We collect information directly from you, wherever possible. We may need to collect information from other health professionals who have treated you. In an emergency, we may also need to collect information from a family member, friend, carer or other person who can help us to provide you with the best care. 

Your information may be held in paper or electronic files, including visual image and audio formats. We take all reasonable steps to ensure the information we collect about you is stored securely. We are required by law to retain health records for certain periods of time, depending on the type of record and facility. We have appropriate systems and policies in place to protect your information from loss, unauthorised access and misuse. 

If you do not wish for us to collect certain information about you, you need to tell us and we will discuss with you any consequences this may have for your health care. 

You can ask for any kind of personal information pertaining to you, which is contained in your health record and created by the health service agency you are making the request from. This information may include emergency, outpatient and inpatient notes, pathology results and medical imaging reports, the health service agency correspondence, medication sheets and discharge summaries. 

You are also entitled to view your health information, and this can be organised by contacting the relevant facility. A healthcare provider or health information manager must be present for this viewing. 

Access to your personal health information may be declined in special circumstances, such as where giving you access would put you or another person at risk of harm. Access may also be declined if parts of your health record contains information which, by law, cannot be given to you, such as information about another person. 

Complete a  Application to Release Health Information (PDF 190.75KB) and either post to or drop off at the relevant hospital or health service, addressed to “Health Information Department”.  If you have any concerns about completing the form or how to get it to the relevant health service, contact the Privacy Contact Officer. 

For your request to be considered and actioned, you MUST provide the requested forms of identification. 

The Privacy Contact Officer can also assist if you have any complaints regarding the service provided to you or concerns relating to the privacy of your health information. If further action is required, the process for an official complaint or review of the information request will be explained to you. 

Contact for health information requests:

Privacy Contact Officer 
Western NSW Local Health District 
PO Box 4061
Dubbo NSW 2830

Phone: 0427 759 267

• If you're a parent or legal guardian requesting health information about your child, you will need to show that you are in fact the child’s parent or guardian and an original birth certificate or guardianship documentation will need to be sighted or an authenticated copy sent by mail. 
• If you're a separated parent you will need to show the child’s birth certificate and also evidence that you are the child’s parent. Each parent has authority to request the child’s health information, unless the Family Court has specifically removed that right from you. 
• If the child is over 14 years of age it is necessary to have authority from the child as well as yourself. 
• If the child is over the age of 16 years it is appropriate for the child to make the request for release of information from their record. 

Depending on the format of the information you request, the health service will photocopy the requested material, print the requested material or save the information to a disc and send it to you by mail, or you may collect the information in person from your hospital. 

You are also entitled to have your personal information, including your health information, amended to correct inaccuracies.  

If you believe the health information we hold about you is incorrect, please let your healthcare provider or the relevant facility Health Information and Record Service know. Appropriate action will be taken and you will be informed of the outcome. This action may include correction of the error or addition of a notation to your health record. 

To assist us in maintaining accurate health information please advise your healthcare provider, relevant administrative staff or the relevant facility Health Information​ Service if, for example, you change your name, address, contact details, or general practitioner details. 

A formal application for information held by Western NSW LHD (other than your own personal health record detailed above) must: 

• be in writing, using the Western NSW LHD Government Information Access Application Form (PDF 363.57KB) 

• clearly state that it is made under the GIPA Act 

• have an Australian postal address for return correspondence 

• provide enough details to enable the information you require to be identified; and 

• enclose the application fee of $30.00 by cheque or money order (made payable to Western NSW Local Health District), or credit card. 

Requests for personal information 

Where the information you are seeking to access is personal information, you must include certified proof of identification. If you are applying for personal information about someone other than yourself, you must include any documentation clearly authorising you to access such information about or on their behalf. 

Getting your application to us 

Applications should be submitted to: 

Right to Information Officer 
Western NSW Local Health District 
PO Box 4061 
Dubbo NSW 2830 

Additional processing charges 

You may be required to pay additional processing charges for a request.  If this is the case you will be notified and a statement of the charges will be provided.  There are circumstances where a reduction of the additional fees and charges may be possible. This should be discussed with the Right to Information Officer in the processing of your application. 

Decisions about requests 

Once we have made a decision on your access application you will be notified of the outcome of your request.  

If Western NSW Local Health District makes a decision to not release information due to an overriding public interest this decision will be recorded in the Disclosure Log, including the reasons for not releasing the information. 

Assistance with your application 

For further information or assistance with your application, email WNSWLHD-GIPA@health.nsw.gov.au.  

Follow the advice below if you need assistance paying the required GIPA application and/or processing fees. You can also download this guidance as a PDF: WNSWLHD GIPA Payment Portal Guide (PDF 94.33KB)

1. Go to the NSW Health Payment Portal
2. Ensure you select the Non-Invoice Payment option
3. Select 'Western NSW Local Health District' as the Health Organisation
4. Select 'Bathurst Base Hospital' as the Hospital/Facility:
   1. 'Bathurst Base Hospital' must be selected as the Hospital/Facility even if your request is unrelated to this facility, as the District's GIPA office is based in Bathurst.
5. Select 'GIPA - Government Information (Public Access)' as the Service
6. Select the date you submitted your GIPA Application to the District
7. Insert a Payment Description. For example; 'GIPA application fee' or 'GIPA processing fees'
8. Insert Additional Information if required. For example; 'GIPA application regarding medical records for deceased Mr Joe BLOGGS date of birth 7 May 1977'
9. Insert your Payer Contact Details and insert your payment amount:
   1. GIPA application fees are $30 whereas GIPA processing fees vary and are charged at the end of the process. You will be notified in your Notice of Decision
10. Insert your Payment Details including card number, expiry date, CVC and amount to be paid. NSW Health does not surcharge payment via credit or debit card
11. Once payment is confirmed, an email receipt will be sent to your nominated email address. Forward this email to the WNSWLHD Right to Information Office to confirm receipt of payment, via WNSWLHD-GIPA@health.nsw.gov.au.  

If you do not agree with a decision made by Western NSW LHD regarding a formal information access application, you have the right to request a review of the decision.  The Information and Privacy Commission provides more information on your review rights under the GIPA Act. 

You may apply for an internal review, which is undertaken by a more senior Western NSW LHD employee. Requests for internal reviews must be made: 

• in writing, by completing the Western NSW Local Health District GIPA Internal Review Application Form  (PDF 228.81KB)

• within 20 working days of the date you received the initial notice of decision. 

Applications should be submitted to: 

Right to Information Officer 
Western NSW Local Health District 
PO Box 4061 
DUBBO NSW 2830 

For further information or assistance with your application, email WNSWLHD-GIPA@health.nsw.gov.au. 

Government agencies are encouraged to release information without the need for a formal application, unless there are good reasons to require one. To discuss an informal request for information, email WNSWLHD-GIPA@health.nsw.gov.au.  

Any documents tabled in Parliament by or on behalf of Western NSW LHD since the commencement of the GIPA Act will be published as links here. 

The GIPA Act requires agencies to record and publish certain information about some contracts with private sector bodies. Part 3, Division 5 of the GIPA Act states that information about contracts worth more than $150,000 between agencies and private sector bodies must be recorded in a register of government contracts. 

View the contracts register then email us to request a copy of the releasable information. 

Information which we are required to make freely available to the public can be found on this website, including details about our goals, purpose and values, hospitals and health services information, reports and budgets, employment opportunities and our contact details. 

Additional open access information can be found below. 

The Western NSW LHD Disclosure Log  (PDF 137.52KB) contains details of information we have previously released under the GIPA Act.  

Summary information is provided for each release. You may request further details about released information, including copies, by emailing WNSWLHD-GIPA@health.nsw.gov.au. 

Requests for personal information are not included in the disclosure log. 

You may also wish to access the NSW Health Disclosure Log. 

Also available is the Western NSW Local Health District GIPA Annual Report (PDF 104.01KB).

The NSW Health Gifts of Government Property register is maintained to meet the requirements of the Treasurer’s Direction TD21-04 ‘Gifts of government property’, which specifies the circumstances in which a gift of government property may be made, ensures gifts are made in accordance with specified values and associated principles, and that agencies maintain a record of gifts made. 

All NSW Health entities are required to certify the accuracy and completeness of the contents of this register. Where Western NSW Local Health District is not named within the register, it should be taken that the entity did not make any gifts of government property, greater than $10,000, during the period. 

This register is certified by the NSW Health Secretary, in her capacity as the Accountable Authority for all NSW Health entities. It is reviewed by the Western NSW Local Health District Audit and Risk Committee and published annually. 

The register has been redacted to exclude any personal information as defined under Section 4 of the Personal Information Protection Act 1998. 

Registers – Copies of the registers are available on the NSW Health website 

The NSW Health Statutory Acts of Grace register is maintained to meet the requirements of the Treasury Circular TC22-01 ‘Statutory Act of Grace Payments’, which specifies the circumstances in which a payment may be made, explains the power to delegate and requires GSF agencies to maintain a record of the payments made. 

All NSW Health entities are required to certify the accuracy and completeness of the contents of this register. Where Western NSW Local Health District is not named within the register, it should be taken that the entity did not make any statutory acts of grace payments during the period. 

This register is certified by the NSW Health Secretary, in her capacity as the Accountable Authority for all NSW Health entities. It is reviewed by the Western NSW Local Health District Audit and Risk Committee and published annually. 

The register has been redacted to exclude any personal information as defined under Section 4 of the Personal Information Protection Act 1998. 

Registers – Copies of the registers are available on the NSW Health website 

Subpoenas should be addressed to the Health Information Manager of the hospital that holds the records pertaining to the schedule of the subpoena. Visit the hospitals and facilities page to find details for the relevant health service. 

Subpoenas for records held for the Western NSW Local Health District are to be addressed to the Proper Officer.

The party issuing the subpoena shall be charged a per patient per facility fee for requests addressed to the Local Health District. 

Where: 

• At least 5 working days’ notice is given for the production of the record to Court ($75)
• Less than 5 working days’ notice is given for the production of the record to Court ($113) 

An additional photocopying fee of 41 cents per page is also applicable. 

Medico legal requests should be addressed to the Health Information Manager of the hospital that holds the records. You can find the addresses of our hospitals on our hospitals and facilities page. 

Requests for information from insurers or other parties must be accompanied with a valid consent and monies paid before any information is released. 

Fees for copies of notes are $33.00, first 80 pages (inc. GST). Pages in excess of 80 – 41 cents per page.  

Medicolegal requests for records held for the Western NSW Local Health District are to be addressed to the Proper Officer. 

Western NSW Local Health District has a centralised service that receives and responds to Chapter 16A requests in our District. 

Under Chapter 16A of the Children and Young Persons (Care and Protection) Act 1998 an organisation that is a prescribed body can be requested to provide and share any information it holds relating to the safety, welfare or wellbeing of a particular child or young person. 

Information exchanged between prescribed bodies under Chapter 16A is preferably done so verbally, between a worker in a prescribed agency and a health worker. 

Prescribed bodies include services that work with children and young people or their families and include but are not limited to state government agencies, non-government organisations, Aboriginal medical services, education providers and childcare centres and medical practitioners. 

The contact details for Chapter16A requests in Western NSW Local Health District are: 

• Phone: (02) 6809 6861
• Fax: (02) 6884 4216
• Email: wnswlhd-dubboccpml@health.nsw. gov.au 

Western NSW Local Health District became aware that a staff member accessed patient information without proper authority, consent, or other lawful reason.

Date(s) of breach

Multiple dates between 18 June 2025 and 28 October 2025 (identified via audit logs)

Number of individuals involved

10

Description of breach

A staff member conducted a series of unauthorised searches within the electronic medical record system. The searches were not related to any clinical or operational requirement and included individuals known to the staff member. 

The activity was identified through the NSW Health Proactive Privacy Framework audit process.

While full patient records were not opened in most instances, the act of searching resulted in the display of personal and limited health information without a legitimate purpose. This constitutes unauthorised access under the Mandatory Notification of Data Breach (MNDB) Scheme.

Information accessed

Information visible to the staff member through the patient search function included:

• Patient name
• Date of birth
• Address details
• Limited health-related information (such as encounter history and service details)

There is no evidence that:

• Full clinical records were accessed, or
• Information was further disclosed.

Actions taken

WNSWLHD has taken the following actions in response:

• Commenced an investigation under the NSW Health Managing Misconduct Policy
• Required the staff member to complete privacy, Code of Conduct, and Code of Ethics training
• Implemented ongoing monitoring of the staff member’s system access

This breach has been reported to the NSW Ministry of Health and the NSW Privacy Commissioner.

Support and recommendations

We understand that receiving this information may be distressing or unsettling. Please know that your wellbeing is important, and support is available if you need it. 

If you are feeling overwhelmed or need someone to talk to, you can contact Lifeline on 13 11 14 for 24/7 confidential support. You can also reach out to Healthdirect on 1800 022 222 for free health advice and information.

We would like to sincerely apologise to those affected by this incident.

WNSWLHD takes privacy obligations seriously and is committed to preventing similar incidents in the future.

Requesting a Privacy Internal Review

If you are not satisfied with the way we have handled your personal or health information, you have the right to request an internal review of your privacy complaint. 

An internal review is a formal fact-finding investigation that allows us to address and resolve your privacy concerns. 

For more information about the complaints process and your right to an internal review, please refer to the IPC Fact Sheet: Privacy complaints: Your review rights

Contact us

If you wish to discuss this matter further, request a Privacy Internal Review or obtain further information, please contact the WNSWLHD Health Information Manager & Privacy Contact Officer.