Legal and Privacy
Healthy Lifestyles Australia (HLA) is committed to safeguarding the confidentiality of any personal or health information of individuals. This page details the policies and procedures with regard to the collection, storage, and disclosure of personal information that are in place within HLA to protect individuals privacy. This policy complies with the Australia Privacy Principles and the Privacy Act 1988 (Cth) (the Privacy Act).
This document applies to the Personal Information of all HLA Employees, Clients, Business Partners, and other Stakeholders.
Why do we collect, use, hold, and share your personal information?
Healthy Lifestyles Australia will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding, and sharing your personal information is to manage your health.
When, Why, and with whom do we share your personal information?
We sometimes share your personal information:
With third parties who work with our practice for business purposes, such as accreditation agencies, or information technology providers – these third parties are required to comply with APPs and this policy.
With other healthcare providers
When it is required or authorized by law (e.g. court subpoenas)
When is it necessary to lessen or prevent a serious threat to a patient’s life, health or safety; or public health or safety, or it is impractical to obtain the patient’s consent
To assist in locating a missing person
To establish, exercise or defend an equitable claim
For the purpose of confidential dispute resolution process
When there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
During the course of providing medical services through My Health Record, INCA, and other eHealth services that HLA participates in.
Only people who need to access your information will be able to do so. Other than in the course of providing services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice may use your personal information for marketing our goods or services directly to you. You may opt out of direct marketing at any time by notifying our practice verbally or in writing.
What personal information do we collect?
The information we will collect about you includes you:
Names, date of birth, addresses, contact details
Next of Kin name, address, and contact details
Medicare number for identification and claiming purposes
Health Fund Details
Information about your personal circumstances (e.g. marital status, age, gender, occupation, accommodation)
Financial Information (e.g. Credit card details for payments for services rendered)
Information about assistance provided to you under the NDIS
Your Health (including information about your medical history and any disability or injury you may have)
Your racial or ethnic origin
Information about the supports or services you receive; including supports or services you receive or have received under the NDIS or other care services and information about the people who provide those supports or services to you.
How do we collect and hold personal information?
Healthy Lifestyles Australia collects personal information through a variety of different methods including:
Paper-based forms (including referrals)
Electronic forms (including online forms)
Face to face meetings
Telephone Communications
Email Communications
Communications by Fax
Healthy Lifestyles Australia holds personal information in a range of paper-based and electronic records. Paper based information is stored in secured cabinets accessible only by management. Electronic based information is securely stored with password protection. Storage of personal information (and the disposal of information when no longer required) is managed in accordance with the Australian Government records management regime. This ensures that we hold your personal information securely.
How to seek access to and correction of personal information
You have the right to request access to, and correction of, your personal information.
Healthy Lifestyles Australia acknowledges that patients may request access to their medical records. We require you to put this request in writing and email to reception@healthylifestylesaustralia.com and our practice will respond within 30 business days.
Healthy Lifestyles Australia will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by us is correct and current. You may also request that we correct or update your information, and you can make such requests verbally by contacting our reception team on (07) 3088 2323 or in writing to reception@healthylifestylesaustralia.com.
How to make a complaint about a breach of privacy
If you think Healthy Lifestyles Australia may have breached your privacy rights, you may contact our reception team on (07) 3088 2323 and lodge a complaint. We will respond to your complaint or request promptly if you provide your contact details. We are committed to the quick and fair resolution of any complaints and will ensure your complaint is taken seriously. You will not suffer negative treatment if you make a complaint.
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 130 363 992.
Privacy and our Website/Facebook/Instagram
Our website may use ‘cookies’ to improve the user experience. You may refuse the use of cookies by selecting the appropriate settings on your browser, however this may restrict the functionality of our website.
Our website may contain links to other websites. Healthy Lifestyles Australia are not responsible for the privacy practices of such other sites. HLA also uses social media sites such as Facebook and Instagram. If you choose to “comment”, “like”, or “share” information from our social media pages you should review the privacy policy of that service.
Please Note the Following Section Applies to Healthy Lifestyles Australia Webshop:
Healthy Lifestyles Australia WebStore Policies
Healthy Lifestyles Australia do not provide product refunds or exchanges, however, if you are not satisfied with your product please contact our friendly team at shop@hla.au and we would be more than happy to discuss it further with you.
Despite Healthy Lifestyles Australia’s best efforts to safely secure your product in appropriate packing for postage there may be times when you receive your item damaged from being in transit with Australia Post. We use Australia Post solely as our postage company who provide up to $100 reimbursement for damaged items received by you the customer. Should you receive a damaged item please take that item and accompanying receipt with the product directly to an official Australia Post office to claim back the value of your item up to $100. Please know that your items are always posted in pristine condition and if damage occurs it has been sustained in transit to your delivery address. We apologise we don’t have control over this process and have been advised the above protocol is deemed necessary by Australia Post if you were to receive damaged goods. Upon receiving reimbursement from Australia Post you then are able to re-order your product from our website. Please select standard postage on your subsequent order and we at our own cost due to the inconvenience will pay the difference to dispatch your order express post.
Healthy Lifestyles Australia Webshop Purchases and Payments
All prices are quoted in Australian dollars (AUD) and include GST where applicable. Complete and accurate payment details must be provided by customers when making purchases. Healthy Lifestyles Australia is not liable if customers provide an incorrect delivery address at the time of purchase.
Payments are processed using Stripe, an online software system for accepting and processing payments. It enables credit or debit card transactions to be made from a customers bank account into a business account.
The following payment options are accepted on our webshop:
Visa (credit and debit cards)
MasterCard (credit and debit cards)
American Express
Apple Pay on a supported device
The following payment options are not accepted:
ACH credit transfers and debits
Alipay
Bancontact
Bitcoin
Giropay
Google Pay
iDEAL
SEPA Direct Debit
SOFORT
WeChat Pay
ORDER PROCESSING
Orders are processed on business days - Monday to Friday, excluding Queensland public holidays. There will be no refunds for packages that are not claimed or refused.
DELIVERY - AUSTRALIA
Your order will be dispatched within two business days. If any delays occur in dispatching your order due to stock being unavailable or peak sale periods, we will contact you immediately.
Standard Shipping
Most orders purchased with standard shipping should arrive within 2-10 business days.
Express shipping
Most orders purchased with express shipping should arrive within 1 - 3 business days. We use Australia Post Express, which is next business day delivery unless otherwise acknowledged on the Australia Post website. This is only available within the Express Post national next business day delivery network, which operates between capital cities (excluding Darwin; and for Perth between CBDs only) and some major centres.
CANCELLATION
Healthy Lifestyle Australia reserves the right to cancel any order if we are unable to provide the requested products. In these circumstances, customers will be immediately contacted.
Healthy Lifestyle Australia is not liable to compensate for any inconvenience customers may face as a result of cancellation.
PROTECTING YOUR PRIVACY
We appreciate that your privacy is important to you. Healthy Lifestyle Australia complies with the Australian Government’s Privacy Act, which recognises your right to the protection of all personal information with which you provide us.
We do not collect your unique personal information unless you have chosen to provide them. We will not store or keep any financial information you provide.
WHAT HEALTHY LIFESTYLE AUSTRALIA MAY COLLECT AT CHECKOUT
Name
Delivery and/or billing address
Payment details; credit/debit card details for payment purposes only
Email address
HOW WE USE YOUR INFORMATION
To provide our products and services to you;
To create orders, transaction records, agreements for the sale of products, accounts, tax invoices or receipts;
To communicate information regarding our products, services and promotions to you.
CHANGES TO OUR PRIVACY POLICY
This privacy policy may be amended in future if there are updates and/or changes to the company. These changes will be effective immediately upon posting on site.
Make sure to regularly review our privacy policy to ensure you are happy to continue using our service. If you do not agree with the terms of this Privacy Policy, please do not use the website or otherwise provide us with your personal information.
QUESTIONS AND CONTACT INFORMATION
If you have any questions regarding Healthy Lifestyles Australia privacy policy, please do not hesitate to contact our Customer Service team at shop@hla.au.
If you believe that any information we are holding on you is incorrect or any other concerns, please contact us as soon as possible at the above email address.
Please Note the Following Section Applies to Healthy Lifestyles Australia’s Virtual Assistant “Sally”:
Chatbot Disclaimer: Sally (Virtual Receptionist)
Introduction
Sally (Virtual Receptionist) is a virtual assistant chatbot provided by Healthy Lifestyles Australia to assist users with general inquiries, provide information, and help with scheduling appointments. Please read the following terms and conditions carefully before using Sally. By interacting with the chatbot, you agree to the terms set forth below.
1. Nature of Information Provided
Sally is an automated virtual assistant designed to enhance user experience by offering helpful guidance and support. The information provided by Sally is for general informational purposes only and should not be considered medical advice, professional dietary guidance, exercise prescriptions, or any other form of health consultation.
No Medical Advice: Sally cannot provide personalized healthcare or medical advice. Any health-related information provided by Sally is general in nature and should not replace consultations with qualified healthcare professionals such as dietitians, exercise physiologists, doctors, or other specialists.
Not a Substitute for Professional Consultation: All specific health or medical concerns should be directed to your healthcare provider. Healthy Lifestyles Australia encourages all clients to seek professional advice before making any decisions related to their health.
2. Accuracy and Limitations of Chatbot Responses
Sally strives to provide accurate and helpful responses; however:
No Guarantee of Accuracy: The information provided may not always be comprehensive, up-to-date, or applicable to every situation. Healthy Lifestyles Australia makes no guarantees regarding the accuracy, completeness, or reliability of the chatbot's responses.
Technical Limitations: As an AI-driven system, Sally is subject to technical limitations and may misunderstand queries, provide inaccurate answers, or fail to offer the desired assistance.
3. No Professional-Client Relationship
Interaction with Sally does not establish a professional-client relationship between the user and Healthy Lifestyles Australia. While Sally can assist with general queries and appointment bookings, this interaction does not constitute the receipt of formal health services or advice.
4. Limitation of Liability
To the fullest extent permitted by law, Healthy Lifestyles Australia:
Disclaims all liability for any direct, indirect, incidental, or consequential damages that may arise from the use or reliance on information provided by Sally.
Assumes no responsibility for any actions taken based on the chatbot's guidance. Users are solely responsible for verifying any information provided by Sally with qualified professionals.
Does not warrant that Sally will be error-free, uninterrupted, or meet the specific needs of every user.
5. User Responsibility
Users are responsible for the accuracy and clarity of their inquiries when interacting with Sally. Miscommunication or vague inquiries may result in irrelevant or incomplete responses.
6. Modification of Terms
Healthy Lifestyles Australia reserves the right to modify or update these terms at any time without prior notice. Continued use of Sally after any changes constitutes acceptance of the modified terms.
7. Governing Law
These terms and conditions are governed by the laws of Queensland, Australia. Any disputes arising from the use of Sally shall be subject to the exclusive jurisdiction of the courts of Queensland.