Our Privacy Policy

1. Introduction
She, Nourished (“we”, “us”, “our”) is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy explains how we collect, use, hold, disclose, and otherwise manage your personal information and health information when you engage our telehealth/virtual nutrition therapy and health-coaching services.

We are based in Victoria, Australia and operate under the laws of Victoria and Australia, including:

the Health Records Act 2001 (Vic) (HRA) which sets out the Health Privacy Principles (HPPs) for handling health information.

the Privacy Act 1988 (Cth), as we are a private sector health service provider and handle sensitive health information.

Various guidelines around telehealth and privacy such as those from the Australian Digital Health Agency and others.

By accessing or using our services, you consent to the collection, use and disclosure of your personal and health information as described in this Policy.

2. What information we collect
We may collect the following types of information:

a. Personal Information

Name, date of birth, gender, contact details (email, phone), address (if required), billing information.

Any other identifiers or contact details necessary for communication and service delivery.

b. Health Information / Sensitive Information
Because we provide nutrition therapy and health-coaching services, we will also collect health information (which is “health information” under the HRA) such as:

Your medical history, nutrition history, lifestyle information, eating behaviours, allergies, medications, diagnoses, test results, health goals, progress notes.

Information you provide during telehealth sessions, plus any health measurement data, images or reports.

c. Telehealth / Electronic Communication Data

Details of your telehealth appointment (date, time, duration, platform used).

Any technical or log data associated with our telehealth platform (e.g., IP address, device type) insofar as is required for secure service delivery and compliance.

3. How we collect your information

Directly from you: when you complete intake forms, online/client portal questionnaires, during telehealth consultations, via email, phone or other communications.

Indirectly: e.g., from referrals, other healthcare providers (with your consent), or through secure third-party systems that interface with us.

We endeavour to collect only the information necessary for the purposes of providing our services, operating our business, and meeting our legal obligations.

4. Why we collect and how we use your information
We collect and use your information for purposes including (but not limited to):

Providing nutrition therapy and health-coaching services, including assessment, planning, monitoring, follow-up.

Scheduling and delivering telehealth consultations.

Managing payments, billing, and administrative functions.

Communicating with you about your care, appointments and service updates.

Compliance with legal and regulatory obligations (including under telehealth, health records and privacy laws).

Quality assurance, risk management, auditing, evaluation of service delivery.

Where applicable, research, with your informed consent and in de-identified form (if used for research).

If you consent, sending you marketing or promotional materials (you may opt out at any time).

We will not use or disclose your information for other purposes without your consent, unless permitted or required by law.

5. Disclosure of your information
Your information may be disclosed:

To other health professionals or service providers involved in your care (with your consent).

To our staff and contractors who require the information to provide services.

To third-party service providers (for example telehealth platform providers, secure cloud-storage, billing services) under contract who must comply with confidentiality and security standards.

As required by law: for example, if there is a serious threat to life, health or safety; mandatory reporting obligations (child protection, public health); subpoenas or court orders.

For audit, regulatory or legal purposes.

With your express consent for other disclosures.

We will not sell or rent your personal or health information to third parties for marketing purposes.

6. Storage and security
We take reasonable steps to protect the security of your information, including from unauthorised access, use, disclosure, loss or modification. These steps include:

Secure telehealth platforms with encryption and appropriate access controls.

Secure storage of electronic records, backups, secure passwords and access by authorised personnel only.

Staff training on confidentiality and privacy obligations.

Regular review of our information security and privacy practices.

Implementation of procedures for responding to data breaches or security incidents.

Your information will be held for as long as required by law or as necessary for the purposes of your care and administration of the service, after which we will securely destroy or de-identify it.

7. Access, correction and your rights
You have certain rights under the HRA and Privacy Act, including:

To access the health information and personal information we hold about you (subject to permitted exceptions).

To request corrections of information that is inaccurate, out-of-date, incomplete or misleading.

To request a copy of this Privacy Policy.

To withdraw your consent to uses/disclosures where consent is the basis for the use or disclosure (though this may affect our ability to provide services).

To make a complaint if you believe your privacy has been breached (see Section 10).

We will respond to your request in a timely way and in accordance with the relevant law and guidance.

8. Telehealth specific considerations
Given that our service is delivered virtually:

We will use a secure telehealth platform and conduct sessions in a private environment to maintain confidentiality.

You are responsible for ensuring that you participate in your appointment in a private and safe location (e.g., not in a public café with bystanders overhearing).

You should inform us if you have any concerns about the security of your physical environment.

We may record sessions only with your explicit consent (if applicable) and only for specified purposes (e.g., supervision, audit) and we will inform you in writing ahead of time.

9. Use of cookies and website/privacy of online information
If you use our website or client portal, please refer to our Website Privacy Statement (if separate) regarding cookies, tracking and other technical information. We collect only minimal technical information (e.g., IP address, device type) needed to facilitate service delivery and maintain security.

10. Breach notification
If we become aware of a data breach that is likely to result in serious harm to you or others, we will comply with our obligations under the Privacy Act (including the Notifiable Data Breaches scheme) and any applicable Victorian legislation. We will notify you and the relevant regulatory authority where required.

11. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The latest version will be posted on our website and available upon request. If the changes are significant, we will notify you by email or at your next appointment.

12. Contact us
If you have any questions about this Privacy Policy, wish to access or correct your information, or wish to make a complaint, please contact:

Email: your admin@shenourished.com.au

Phone: 0412 963 614

Address:

If you’re not satisfied with our response, you may make a complaint to:

Health Complaints Commissioner (for health information under HRA)

Office of the Victorian Information Commissioner (for personal information under Privacy Act / PDP Act)

13. Definitions

Health information: Information or opinion about the physical or mental health of an individual, their health services provided or to be provided, etc. (see HRA).

Personal information: As defined in the Privacy Act – information about an identified individual or an individual who is reasonably identifiable.