Privacy Policy – New England Naturopathy

September 2025

This Privacy Policy explains how we manage your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We are committed to protecting your privacy and ensuring that your information is handled responsibly.

1. Our Identity and Contact Details

New England Naturopathy – Naturopathic Clinic
Practitioner: Olivia Nivison
Address: Walcha and Armidale NSW

Email: liv@newenglandnaturopathy.com.au

Phone: 0476 041 630

2. Kinds of Information We Collect and Hold

We collect and store personal and health information necessary to provide safe and effective naturopathic care, including:

• Personal details (name, date of birth, address, contact details).
• Health information (medical history, current health concerns, family history, medications, allergies, lifestyle information).
• Consultation notes and treatment plans.
• Billing and payment details (e.g. invoices, receipts).

3. How We Collect Information

• Directly from you during consultations, intake forms, emails, or phone calls.
• From other health providers (with your consent).
• Via secure tools such as Heidi Health, an AI medical scribe that assists with accurate consultation note-taking.

Heidi Health processes consultation content to generate draft notes. These are reviewed and confirmed by your practitioner before being stored securely. Heidi Health does not use your information for marketing or unrelated purposes.

4. Purposes of Collection, Use and Disclosure

Your information is primarily collected to provide you with naturopathic health services. It may also be used for:

• Communication with other health practitioners (with your consent).
• Clinical administration, billing, Medicare/private health insurance claims, and appointment reminders.
• Legal and regulatory obligations (e.g. mandatory reporting where required).
• Quality improvement and practice management activities.

5. Disclosure of Your Information

We will not share your information without your consent, unless required or authorised by law.

Specific disclosures include:

• Accounting software: Your name may appear in invoicing records that are accessible to our bookkeeper or accountant. No clinical or health information is disclosed.
• Heidi Health (AI Scribe): Used for consultation note generation, reviewed and stored securely.
• Other health providers: With your consent, for referral or shared care purposes.

We do not sell or provide your information to third parties for direct marketing.

6. Overseas Disclosure

Where third-party providers store data in the cloud, reasonable steps are taken to ensure compliance with the Australian Privacy Principles. If overseas disclosure is likely, you will be notified.

7. Storage and Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. Measures include:

• Secure electronic systems with password protection.
• Locked physical storage for any paper files.
• Staff and contractor confidentiality agreements.
• Secure destruction or de-identification of records when no longer required by law.

8. Access and Correction

You have the right to:

• Access your health information. Requests can be made in writing, and we will respond within 30 days.
• Request correction of information you believe to be inaccurate, incomplete, or outdated.

We may refuse access in limited circumstances (e.g. where providing access would pose a serious threat to health or safety). If access is refused, we will provide written reasons and available alternatives.

9. Anonymity and Pseudonymity

You may request to remain anonymous or use a pseudonym when interacting with us, where practical. However, this may affect our ability to provide care or enable rebates.

10. Data Breach Response

In the event of a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

11. Complaints

If you have a concern about how your information has been handled:

1. Please contact us directly at liv@newenglandnaturopathy.com.au
2. If unresolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
   • Website: www.oaic.gov.au
   • Phone: 1300 363 992