Healthily Dietetics Telehealth Service
Terms and Conditions
The use of the service is governed by these Terms and Conditions.
- You are calling to book a phone consultation with an Accredited Practising Dietitian.
- It is a 30-minute or 50-minute, no obligations consultation, and it costs $77 for 30 minutes or $132 for 50 minutes.
- After you have made a booking with us, you will need to give us 24 hours’ notice if you wish to cancel or reschedule your consultation.
- At the scheduled time of the consultation we will contact you on the number that you provided to us when booking the consultation. If we are unsuccessful in contacting you we will make two further attempts to contact you at approximately 3-minute intervals. If we are unsuccessful on our third attempt, then you will forfeit your fee.
- You are booking an initial consultation only. Additional consultations and services may incur additional costs but we will always disclose these costs in advance.
- We take care to provide you with tailored, up-to-date, science-based nutrition and dietary advice, but the advice is not intended to diagnose, treat or cure any disease or condition that you may have.
- We make no guarantees and we exclude all warranties to the greatest extent available at law.
- During the consultation the dietitian may determine that the service is not appropriate for your needs in which case the consultation will be terminated and your fee will be refunded in full.
1.1 This Policy contains important information about how we manage your personal information. It applies to all of the products and services offered by Healthily Pty Ltd (ACN: 78 613 342 635) (Healthily we, our or us) in person, over the phone or on our website (healthily.com.au).
1.3 From time to time, this Policy will be reviewed and may be revised. We reserve the right to change this Policy at any time. If there is any inconsistency between the Act and this Policy, this Policy shall be read and interpreted to comply with the Act.
1.4 In this Policy, we refer to “suppliers”. These are technical service suppliers, who provide a service directly to us, such as the provider of our servers and data management system, or analytics consultants.
1.5 When we refer to “us” we are also referring to health professionals or other health-related service providers who we have contracted to work with you, on our behalf, and who are bound to comply with our privacy policies and confidentiality agreements.
- PERSONAL INFORMATION WE COLLECT
2.1 Personal Information
Personal information is any information about you where your identity is apparent, or can reasonably be ascertained, and may include Sensitive Information (defined below).
We only collect the personal information from you that is necessary to provide you with a service that you have requested or agreed to receive.
The type of personal information we collect about you will depend on the circumstances but may include your contact information and other information which is relevant to providing the products and/or services that you have requested or agreed to receive. This may include your:
b. email address
d. mobile number
e. date of birth;
g. health insurance status;
h. bank account details; and
i. Medicare number.
If you do not provide your personal information, we may not be able to provide our products or services to you.
2.2 Sensitive Information
Sensitive information includes any information about a person’s racial or ethnic origin, political opinion, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record or health information.
In order to provide certain products or services to you, we may collect information, including Sensitive Information from you, such as details about your health and medical history, diet, lifestyle, medications, and health goals.
- HOW WE COLLECT AND HOLD PERSONAL INFORMATION
3.1 We generally only collect your personal and Sensitive Information from you directly via our websites, call centre or in person.
3.2 Any personal or Sensitive Information that you provide in order to purchase products and/or services through our website or call centre is collected and managed by Healthily.
3.3 We manage and store our data and your information in Cliniko, under licence with Red Guava Pty Ltd. Your personal and Sensitive Information will be stored in data storage and cloud computing facilities operated by Red Guava (or by third parties for Red Guava).
Accordingly, by entering your information into our system we will share your personal and Sensitive Information with Red Guava and its technical contractors inside and outside of Australia.
3.4 Please note that our website contains links to other websites which are not hosted or operated by Healthily. We are not responsible for the privacy policies of such other websites and you should independently review the privacy policies on such websites.
4.2 Cookies are small data files that a web server places on a user’s computer hard drive to be a unique identifier. Cookies enable Healthily to save your log in details for further login to our services or product.
4.4 Importantly, in depositing information on a user’s computer and referring to it later in the same session (sessional) or on a subsequent visit (persistent), cookies do not need to identify the user or record any personal information.
4.5 Healthily collects anonymous feedback from users of our website. We may use data collection devices such as cookies in conjunction with the website. We may (or a supplier analytics company may) evaluate any cookie information collected to measure how visitors use our website in order to:
a. provide you with a better user experience; and
b. collect information on how many visitors the website receives, how those visitors use the website, where they came from and where they go.
4.6 We may also use web beacons and cookies provided by our third party ad server on the website, which transmits the anonymous feedback to our ad servers so that advertising on third party sites can be better targeted and measured.
4.7 Our cookies do not have an expiration date. Our partners and third party providers may read cookies on your browser.
4.8 You can configure your browser so it does not accept cookies, but this may affect the functionality of our website. We may also collect and store information on your personal device using browser web storage and data caches.
- WHY WE COLLECT, HOLD AND USE PERSONAL INFORMATION (INCLUDING SENSITIVE INFORMATION)
5.1 We may collect, use and disclose your personal information:
- for the purpose of providing our services to you and conducting our business;
- for the compilation and analysis of statistics relevant to public health and safety and complying with our legal obligations;
- for purposes related to our research, planning, product and service development, security and testing;
- for purposes connected with the operation, administration, development or enhancement of the website; and
- any other purposes required or authorised by law.
5.3 By using our products and services you accept that the emails and SMS messages that we may send to you are not encrypted and, in the event that your personal emails or messages are accessed by a third party, the information may be viewed by the third party.
5.4 If you no longer wish to receive communications from us, please use the unsubscribe link contained in all of our email communications. Alternatively, you can contact our Privacy Officer.
5.5 We may use your de-identified, aggregate data to analyse user behaviour or otherwise conduct research to build a business case to expand our services or offer similar services in the future.
- DISCLOSURE OF PERSONAL INFORMATION
6.1 We utilize third party service providers to assist us in delivering our products and services to you. These third parties can never use your personal information for their own purposes, such as direct marketing. We will never sell your personal or Sensitive Information to a third party.
6.2 We may disclose your personal information as follows:
a. to a trusted partner who works on behalf of or with Healthily under confidentiality agreements (Service Partner);
b. to a Service Partner who requires access to your personal information to help Healthily communicate with you, such as an email service provider. These Service Partners will not have an independent right to share, use or sell personal information or to contact you regarding any matter not related to Healthily. If the Service Partner requires you to leave the website e.g. PayPal, you will be subject to the Service Partner’s privacy policies and Healthily takes no responsibility or liability for such third party privacy policies. We encourage you to read their terms and policies;
c. as required under a subpoena, court order, or legal process, or in order to establish, exercise or defend Healthily’s legal rights or otherwise as required by law;
d. in order (in the reasonable opinion of Healthily) to investigate, prevent, or take action regarding illegal activity, suspected fraud, situations involving potential threats to the physical safety of any person, or violations of Healthily’s Terms and Conditions;
e. in circumstances where Healthily is sold or merged with another entity, the data, including your personal information, may be transferred to the purchasing entity, which would be bound to comply with the Privacy Act 1988 in relation to the access, storage and use of your personal information;
f. in order to enforce our Terms and Conditions; and
g. in order to investigate or resolve complaints against or involving Healthily which raise civil liabilities and to aid any government agency in any investigation circumstances.
6.3 By continuing to use the website or our products and services, you consent to the disclosure of your personal information as disclosed in clause 2.
- ACCESS AND CORRECTION TO YOUR PERSONAL INFORMATION
7.1 You may access the personal information held about you by contacting our Privacy Officer.
7.2 We will always endeavour to respond to your request for access in a reasonable time. However, in some circumstances we may decline a request for access. If we decline a request for access, we will provide reasons for our decision when we respond to the request.
7.3 We reserve the right to charge you a reasonable fee for access to your personal information. These charges will be limited to the cost of recouping our expenses for providing you with your personal information, such as document retrieval, photocopying, labour and delivery.
7.4 You may also request that your personal information be corrected (correction request).
7.5 We will always endeavour to respond to your correction request in a reasonable time. However, in some circumstances we may decline a correction request. If we decline a correction request, we will provide reasons for our decision when we respond to the request.
- INFORMATION ABOUT THIRD PERSONS
If you provide us with information about a third person, you must have that person’s consent to do so. You must also tell that person that we have collected their personal information. That person is entitled to access and correction of the information we hold and should refer to this document to understand how we manage their personal information.
- KEEPING YOUR PERSONAL INFORMATION SECURE
9.1 Healthily’s systems have been built with modern, best-practice methods, with security a foremost consideration. We take all reasonable steps to manage data stored on our servers to ensure data security and to prevent the loss, misuse or alteration of your personal information.
9.2 Healthily, including our employees, contractors and our suppliers are limited to the minimal level of access to your personal information that is necessary in order to provide you with products and services, maintain our systems and assist you properly.
9.3 In order to keep your personal information secure, Heathily contractors or employees will be required to use a 2-factor authentication in order to access your personal information. Only suppliers will have access to user data.
9.4 Call centre staff do not have access to user data, but calls are recorded for quality purposes.
9.5 If we collect information about you from a third party, we will determine whether we could have lawfully collected that information directly from you and, if not, we will destroy or de-identify that information (provided it’s lawful to do so).
9.6 If we receive unsolicited personal information about you, we will ensure it is protected and secure in the same way that we treat personal information that we do intend to collect. If we could not have collected the information through our normal processes, we will de-identify that information unless it is unlawful to do so.
9.7 If we no longer require your information we will securely destroy or de-identify your information, unless it is unlawful to do so.
9.8 Physical, electronic, and procedural safeguards have been implemented in order to protect your personal information, and although we take all care to respect and protect your personal information:
a. we will not accept any responsibility for any unauthorized use of your account or of the website generally;
b. the emails and SMS messages we send you are not encrypted and, in the event that your personal emails or messages are accessed by a third party, the information may be viewed by the third party;
c. we use third party payment providers and gateways, we cannot ensure the security or privacy of transactions that do not occur on our website; and
d. you are responsible for the content of your account information. You are responsible for the security of any password and details needed to access the website at all times.
- PRIVACY COMPLAINTS
10.1 If you have a complaint about the way we manage your personal information, including any decision made regarding a request for access or correction of your personal information, please contact our Privacy Officer and we will endeavour to resolve any privacy complaints.
10.2 We will respond in writing to you regarding the outcome of any investigation. If your privacy concerns are not resolved satisfactorily or you wish to obtain more information on the privacy legislation, you can contact the Office of the Australian Information Commissioner.
- PRIVACY OFFICER
Phone: (03) 9534 7222
Facsimile: (03) 9534 7333
275 Inkerman Street
St Kilda East VIC 3183