Privacy Policy

Balanced Life Nutritional Therapy (ABN 29 794 482 159) is committed to protecting your privacy. This policy explains what personal information we collect, how we use it, and how we keep it safe, in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

1. What We Collect

Depending on how you interact with us, we may collect:

• Contact details — name, email, phone number, address, date of birth
• Health information — medical history, symptoms, medications, lab results, and other information you share with us to inform your care
• Booking & payment details — appointment history, invoices, and payment information (we do not store full card details ourselves — see Section 3)
• Session recordings/transcripts — only when AI-assisted transcription is used, and only with your verbal consent given beforehand (see Section 3)
• Website usage data — general analytics from visiting our website (e.g. pages viewed)

2. How We Use Your Information

We use your information to:

• Provide and manage your consultations and ongoing care
• Process bookings, invoices, and payments
• Communicate with you about appointments and your care
• Meet our legal and professional obligations

We do not sell your information, and we do not use it for marketing without your consent.

3. Who We Share It With

We work with the following third-party services to run our practice. Each has its own privacy and security obligations:

• Cliniko — our practice management and telehealth platform, used for bookings, health records, and invoicing. Cliniko stores Australian client data on servers within Australia.
• Stripe — used to process card payments. We don't see or store your full card details; Stripe handles this securely.
• Heidi — an AI transcription tool we use occasionally, with your verbal consent given at the time, to assist with note-taking. Heidi stores Australian data within Australia.

We don't share your information with anyone else unless you've given us express permission to do so (e.g. sharing information with your GP), or if we're required to by law.

4. Overseas Clients

If you're located outside Australia (including New Zealand, the UK, or elsewhere), please note your information is still collected and stored in accordance with Australian privacy law and held on Australian- based servers through our service providers above. By using our services, you consent to your information being handled on this basis.

5. Data Security

We take all reasonable steps to protect your information from misuse, loss, and unauthorised access, including relying on the security measures of our service providers (encryption in transit and at rest, restricted access, and regular backups).

6. How Long We Keep Your Information

We retain client health records in line with our professional and legal obligations (health records are generally required to be kept for a minimum number of years after your last consultation). If you'd like more detail on our specific retention period, just ask.

7. Your Rights

You can ask us at any time to:

• Access the personal information we hold about you
• Correct any information that's inaccurate or out of date
• Ask questions about how your information is used

To make a request, contact us using the details below.

8. Complaints

If you have concerns about how we've handled your personal information, please contact us first so we can try to resolve it. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. Changes to This Policy

We may update this policy from time to time. The current version will always be available on this page.

10. Contact Us

Questions about your privacy or this policy? Contact Sonia Savage via email sonia@balancedlifenutrition.com.au or phone 0407 546 032.

See also our Terms & Conditions.