Can I delete my medical history?

Can I delete my medical history?

You can ask us to close your Abby Health account at any time, and we will deactivate your profile and remove non-clinical details. Under Australian medical record law, however, your clinical record itself must be kept securely for a legally required retention period — typically at least seven years for adults, longer for children. You can request a copy of your record before closure, and you have rights to access and correct it under the Privacy Act 1988.

Why can't medical records simply be deleted?

Medical records are not just account data — they are a legal document of your care. Australian law requires healthcare providers to keep them for a minimum period so that:

• You and your future clinicians can review what was done and why.
• Prescriptions, referrals, and certificates can be verified later.
• Patient safety can be reviewed if a question arises after the consult.
• Regulators and insurers (in clinical, not commercial, contexts) can investigate concerns.

The minimum retention period is at least seven years from the last consult for adult patients, and longer for patients seen as children. Once that period ends, records can be securely destroyed.

What happens when I close my Abby account?

Closing your account is your right. When you ask us to close it:

• Your login is deactivated and you can no longer book new consults.
• Your contact details, communication preferences, and any non-clinical metadata are removed where it is possible to do so.
• Your clinical record is moved into secure long-term storage and only accessed under strict, logged conditions.
• Your data is not used for marketing, advertising, or external sharing — see does Abby share my data with third parties.

Closure is also covered in what if my account is restricted or closed.

Can I get a copy of my record first?

Yes. Under the Australian Privacy Principles, you have the right to access your personal health information. To request a copy from Abby:

• Email support@abbyhealth.app from the email address on your account.
• Tell us what you would like — a full record, a specific date range, or a particular consult summary.
• Verify your identity if we ask you to.
• Allow up to 30 days for us to provide the information; most requests are completed faster.

A reasonable administrative fee may apply for very large requests, in line with national health record practice. Most patients receive their records at no charge.

Can I correct something in my record?

Yes. If you spot something inaccurate — wrong allergy, outdated medication, incorrect personal details — you can ask for it to be corrected. The clinician will review the request and update the record where it is appropriate. Some entries (like a clinician's notes from a past consult) cannot be rewritten, but a correction note can be added so future clinicians see the right information. Your full rights are listed in the OAIC privacy rights guide.

What about My Health Record?

Your Abby record sits inside our system. My Health Record is a separate, government-run service you control directly. You can change what is uploaded, who can see it, and even cancel your My Health Record entirely through that platform. Closing your Abby account does not automatically affect My Health Record, and vice versa.

What if I just want to take a break, not delete?

You do not have to close the account to step away. Many patients simply stop booking — your record stays where it is, ready if you come back. If you would prefer not to receive emails, you can unsubscribe from communications without closing the account. If you decide later that you do want closure, you can ask at any time.

How do I make sure my data stays private after closure?

Your information is protected the same way it was before closure:

• Stored encrypted, in Australia, under the Privacy Act 1988.
• Accessible only to authorised staff and clinicians for clinical or compliance reasons.
• Never sold to advertisers or shared with insurers without your consent.
• Covered by the Notifiable Data Breaches scheme if anything ever went wrong.

How Abby can help

If you would like to close your Abby account, request a copy of your record, or correct something in it, our team is here to help. Email support@abbyhealth.app from your account address, or read more at your data at Abby — privacy explained. If you decide to keep your account, you can book a consult any time at abbyhealth.app. Abby appointments are bulk billed for eligible patients with a valid Medicare card.