Privacy Policy

Wellness Wayfinder Co.
ABN: 71 879 497 043
Website: www.wellnesswayfinder.co
Last updated: 15 September 2026 (Version 1.0)

1. Introduction

Wellness Wayfinder Co. is committed to protecting your privacy and handling your personal and health information in accordance with Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, disclose, and protect your personal and health information when you use our nursing services. It should be read together with our Service Agreement and any specific Consent Forms.

By using our services, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy and any applicable Consent Forms.

2. Information We Collect

Contact and identification information

  • Full name, date of birth, address, phone numbers, email address
  • Medicare number and healthcare identifiers
  • Emergency contact details
  • Government-issued identification documents (when required)

Health information

  • Medical history, current health conditions, and symptoms
  • Medication lists and allergies
  • Family medical history relevant to care coordination
  • Lifestyle factors (diet, exercise, sleep patterns, stress levels, etc.)
  • Cancer care and chronic disease management information
  • Previous treatment history and healthcare provider information
  • Clinical notes, assessments, and care plans
  • Diagnostic test results and reports

Financial information

  • Invoice information

Technical information

  • IP address, device type, browser information
  • Access logs and usage patterns on secure platforms
  • Video consultation platform interaction data

How we collect information

  • Initial 20-minute consultation: verbal information gathering during free consultation calls
  • Secure intake forms: health questionnaires and screening forms
  • Telehealth consultations: during video consultations via secure platforms
  • Direct communication: phone calls, secure messaging, and correspondence
  • Referrals: information from other healthcare providers (with your consent)
  • Real-time transcription of consultation audio into clinical notes (audio is not retained)
  • AI-generated clinical summaries and documentation
  • Quality assurance data for clinical note accuracy

Information we do not collect

  • We do NOT collect personal information from social media platforms
  • We do NOT collect identifiable health information for advertising purposes

3. How We Use Your Information

Healthcare service delivery

  • Providing nursing consultations and supportive care services
  • Developing and implementing care coordination plans
  • Monitoring your health progress and outcomes
  • Coordinating care with other healthcare providers
  • Emergency situations requiring immediate attention

Administrative purposes

  • Managing appointments and scheduling
  • Processing payments and invoicing
  • Maintaining accurate nursing records
  • Quality assurance and professional compliance
  • Responding to inquiries and providing support

Secondary purposes

With your consent, we may use de-identified information for:

  • Professional development and training purposes
  • Service improvement and program development
  • Anonymous statistical analysis and reporting
  • Nursing research and education

Marketing and communications

We may use your contact information to:

  • Send appointment reminders and health-related communications
  • Provide educational resources and health information
  • Share relevant nursing care updates
  • Conduct satisfaction surveys and feedback collection

You can opt out of marketing communications at any time.

4. Information Storage and Security

Secure storage systems

  • All client information is stored on secure, Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs) compliant platforms
  • Australian-hosted data centres with enterprise-grade security
  • End-to-end encryption for all data transmission
  • Multi-factor authentication and secure access controls
  • Regular security audits, threat monitoring, and compliance reviews

Additional security measures

  • Staff access limited to necessary personnel only
  • Regular password updates and security training
  • Secure backup systems with encryption
  • Physical security measures for any hard-copy records
  • Halaxy: Amazon Web Services infrastructure with enterprise-grade security, Australian data residency, regular security audits
  • Heidi Health: ISO 27001 and SOC2 certified infrastructure, immediate audio deletion post-transcription, AI processing with privacy-by-design architecture

Data location

  • All data is stored within Australia or in jurisdictions with equivalent privacy protections
  • No health data is stored on public cloud services without appropriate security measures
  • Australian data residency maintained for all health records
  • All data processed through our third-party healthcare platforms (Halaxy and Heidi Health) remains within Australian data centres and is subject to Australian privacy laws. No health information is processed or stored overseas.

Access controls

  • Role-based access permissions for different staff members
  • Regular access reviews and audit trails
  • Automatic logout procedures for inactive sessions
  • Secure destruction of data when no longer required

5. Information Disclosure

We may disclose your information in the following circumstances:

With your consent

  • Referrals to other healthcare providers
  • Sharing information with family members or carers you nominate
  • Participation in research projects (de-identified data only)

Legal requirements

  • Court orders, subpoenas, or legal investigations
  • Mandatory reporting requirements (child protection, notifiable diseases)
  • Professional regulatory body investigations (AHPRA)
  • Compliance with laws and professional obligations

Healthcare coordination

  • Medicare and health insurance processing (where applicable)
  • Pathology and imaging services for test results
  • Other members of your healthcare team (with consent)

Emergency situations

  • Immediate threats to life or serious health risks
  • Mental health emergencies requiring intervention

Third-party service providers

We work with carefully selected service providers including:

  • Secure platform providers: for video consultations and data storage
  • Payment processors: secure financial transaction processing
  • IT support: technical maintenance and system security
  • Professional services: legal, accounting, and regulatory compliance
  • Specialised healthcare platforms: Halaxy Practice Management Platform and Heidi Health AI Clinical Documentation

All third parties are bound by confidentiality agreements and must comply with Australian privacy laws.

International disclosure

We do not routinely disclose information overseas. If international disclosure is necessary, we ensure:

  • Adequate privacy protections equivalent to Australian standards
  • Your explicit consent for the disclosure
  • Compliance with APP requirements

6. Data Retention

Nursing records

  • Adult health records: minimum 7 years from last consultation
  • Records may be retained longer if ongoing care continues
  • Some records retained permanently for professional or legal purposes

Administrative records

  • Financial records: 7 years for tax and audit purposes
  • Marketing communications: until you opt out
  • Technical logs: 2 years for security and troubleshooting

Secure destruction

When information is no longer required:

  • Electronic records are securely deleted with certified data destruction
  • Physical records are shredded or incinerated
  • Backup copies are also securely destroyed
  • Destruction is logged and audited
  • Heidi Health AI platform immediately and permanently deletes all audio recordings after transcription. Text-based clinical notes follow standard retention periods as outlined herein.

7. Your Rights and Choices

Access rights

You have the right to:

  • Request access to your personal and health information
  • Obtain copies of your nursing records
  • Request correction of inaccurate information
  • Understand how your information has been used or disclosed

Correction rights

If you believe information we hold is inaccurate, incomplete, or outdated:

  • Contact us to request correction
  • We will investigate and make necessary corrections
  • If we disagree, you can request a note be added to your record
  • Corrections will be shared with relevant third parties where appropriate

Complaint rights

If you have privacy concerns:

  • Contact our Privacy Officer first to resolve the matter
  • Escalate to the Office of the Australian Information Commissioner (OAIC)
  • Contact relevant professional regulatory bodies (AHPRA)
  • Seek independent legal advice if necessary

Withdrawal of consent

You can withdraw consent for:

  • Marketing communications
  • Information sharing with specific providers
  • Participation in research or quality improvement activities
  • Non-essential uses of your information

Note: Some consents cannot be withdrawn if required for ongoing care or legal compliance.

8. Telehealth Privacy Considerations

Secure platform use

  • Telehealth consultations conducted via secure video conferencing platforms
  • End-to-end encryption for all video and audio communications
  • No use of public video conferencing tools for clinical consultations
  • Secure recording capabilities when clinically required (with consent)

Home environment privacy

  • Clients responsible for ensuring private consultation environment
  • Recommendations provided for maintaining confidentiality during telehealth
  • Support available for technical issues or privacy concerns

9. Contact Information

For privacy-related inquiries, complaints, or access requests:

Privacy Officer
Wellness Wayfinder Co.
Email: admin@wellnesswayfinder.co
Phone: 0497 106 426
Address: PO Box 268 Pottsville NSW 2489

External complaints

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

Australian Health Practitioner Regulation Agency (AHPRA)
Website: www.ahpra.gov.au
Phone: 1300 419 495

10. Policy Updates

This Privacy Policy may be updated periodically to reflect:

  • Changes in Australian privacy laws
  • Updates to our service delivery methods
  • Improvements in security measures
  • Changes to third-party service providers

Significant changes will be communicated via:

  • Email notification to registered clients
  • Website updates with effective dates
  • Direct communication during consultations when appropriate