Privacy Policy – Living Well Nutrition
Last updated: February 2026
Living Well Nutrition (ABN 34 202 171 733) (‘we’, ‘us’ and ‘our’) is committed to maintaining the confidentiality and security of personal and health information. This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Why We Collect Your Information
We collect personal and health information to:
Provide nutrition services safely and effectively
Communicate about appointments, care, and results
Process payments, claims, and administrative matters (including Medicare)
Comply with legal and professional obligations
We only collect information necessary to deliver our services and will not use your information for marketing without your consent.
What Information We Collect
We collect personal and health information that is reasonably necessary to provide nutrition services and meet legal and administrative requirements. This may include:
Your name, date of birth, and contact details
Emergency contact or next-of-kin details
Medicare details and private health insurance information
Health, medical, and nutrition-related information relevant to your care
Audio or transcript data from consultations, where consent is provided for AI assisted documentation
Payment and billing information for services provided
We only collect sensitive information, including health information, where it is necessary for your care or required by law.
How We Collect Your Information
We collect personal information in a variety of ways, including:
Information you provide through email, online forms, our website, or during consultations
Details submitted when booking appointments via Splose
Information received from other health professionals, such as your GP, with your consent
Data shared by service providers that support administrative functions, for example, payments or Medicare claims
AI-assisted documentation: We utilise Heidi Health (a clinical scribe tool) to assist with the transcription and drafting of clinical notes during consultations. This tool is used strictly under clinician supervision, with all outputs reviewed for accuracy by your practitioner. Use of this tool is subject to your informed consent, which can be withdrawn at any time.
How We Store and Protect Your Information
We store personal information using a combination of secure digital and physical methods:
Practice Management: Digital records and clinical notes are maintained in Splose, an encrypted, password-protected practice management system.
Cloud Storage: Secure documentation and backups are maintained in Google Drive, utilising Google Workspace’s security features with access restricted to authorised personnel.
AI Processing: Data processed via Heidi Health is handled in compliance with Australian privacy standards. Once clinical notes are finalised and transferred to Splose, data is managed according to our secure retention protocols.
Some third party service providers may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with Australian privacy law.
Any paper records, if applicable, are kept in locked cabinets. We take all reasonable steps to protect your personal information from unauthorised access, misuse, loss, or disclosure.
We retain health records for the period required under applicable health record legislation and professional standards.
How We Share Your Information
We only share your personal information with your consent, or when necessary to provide care, comply with legal obligations, or support essential services. This may include sharing information:
With healthcare providers involved in your care, such as GPs, specialists, or allied health professionals, for coordinating treatment, managing referrals, or Medicare reporting and claims
With third-party service providers who assist with administration, IT, or payment processing, all of whom are required to maintain confidentiality
When required or authorised by law, such as court orders or mandatory reporting obligations
When necessary to prevent or lessen a serious threat to the life, health, or safety of any individual, or to public health or safety, including contacting emergency services, a medical practitioner, or mental health crisis services where appropriate.
We will not provide your personal information to others for commercial purposes.
Access and Correction of Personal Information
You have the right to request access to the personal information we hold about you and to request correction if you believe it is inaccurate, incomplete, or out of date. We take reasonable steps to ensure that the personal information we maintain is accurate and current.
To request access or correction, please contact us at info@livingwellnutrition.com.au. Identification may be required to verify your request. We will respond within a reasonable timeframe (usually within 30 days) in accordance with the Privacy Act 1988 (Cth).
Privacy Complaints
If you believe your privacy has been breached, you may submit a complaint in writing to info@livingwellnutrition.com.au. We will investigate your concern and provide a written response within a reasonable timeframe. All complaints are taken seriously, and you will not face any negative consequences for raising a concern.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) via its website or by phone on 1300 363 992.
Cookies and Analytics
Our site uses essential cookies for basic functionality and analytics cookies to improve performance. We use Google Analytics 4 (GA4) via Google Tag Manager (GTM) to collect anonymised usage data about how users interact with our site. You can manage cookies via your browser settings, though this may affect some features.
Telehealth and Online Communication
Telehealth consultations are conducted via secure platforms, such as Google Meet or Zoom. Sessions are not recorded. Links are provided securely via email, and your privacy is maintained through encrypted connections.
Policy Updates
We may update this policy to reflect changes in our practice or law. The current version is always available on our website, and we will notify you of material changes via a prominent notice on the site.
Consent
By engaging with Living Well Nutrition, including making an appointment through Splose, you consent to this Privacy Policy and the handling of your personal and health information as described above.