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Privacy Policy

Introduction
Vitahealth Clinic (ABN: 86 665 008 980) (Vitahealth Clinic, we, us, our) is a health and wellness clinic offfering in person, mobile and Telehealth consultations and treatments.

When you use Vitahealth Clinic, you are trusting us with your information. We recognise the importance of protecting the privacy and the rights of individuals in relation to their personal information. We take your privacy seriously. Please take a moment to read this Privacy Policy as it describes what happens to your personal information that is collected via our website at vitahealth.com.au (Website), our mobile application (App), or as a result of you using our services.

We respect your rights to privacy and have a legal obligation to abide by the provisions of the Privacy Act 1988 (Cth) (Privacy Act). The rules that an organisation must follow under the Privacy Act are known as the Australian Privacy Principles (APPs) and cover areas including the collection, use, disclosure, quality and security of personal information.

We are also bound by any relevant health privacy principles and health record retention rules under State legislation. Personal information we collect from you in the ways set out in this Privacy Policy will often be considered health information under State legislation. In those cases, we may have a legal obligation to retain copies of your information, even if you ask us to delete it.

This policy outlines the types of information we collect, why we collect it, and how you can manage, update and delete the information we hold.

At Vitahealth Clinic we:

  • create and link high quality information about various aspects of health and wellness;
  • facilitate confidential consultations between our customers and:
    • registered Australian health practitioners, including medical practitioners and nurse practitioners (Partner Practitioners);
    • allied support and companion persons, such as nurses, pharmacists, dietitians, and health coaches (Partner Companions); and
    • other Australian registered health providers who provide or supplement health services, such as physiotherapists, radiographers, and other body scan operators, pathology providers, and pharmacists (Partner Providers), (collectively, Partners). We collect a range of information, including personal information about you. Personal information includes information or an opinion about you (whether true or not), which identifies you or from which you are reasonably identifiable.

How we collect your personal information
We will collect and hold your personal information in a lawful and fair manner, and not in an intrusive way.

Where it is reasonably practical to do so, we will collect your personal information directly from you.

We collect your personal information directly from you when you:

  • visit the Website and sign up as a subscriber to our content;
  • make an enquiry or order in relation to goods or services through our Website;
  • attend an online consultation with one of our Partners;
  • correspond with us, including when you speak with us via telephone, complete our online quizzes or forms, or contact us through our Website, App, social media in writing or via email;
  • input information into any mobile applications operated by us;
  • post or comment in any Vitahealth Clinic online community (in doing so, you choose to disclose any information you share, as well as your status as a Vitahealth Clinic patient, to the people in that group);
  • complete a customer satisfaction or market research survey; and/or
  • participate in any of our services.

How we collect your personal information, other than directly from you:

  • from our group companies in order to provide you with goods and services;
  • from our Partners who assist us in providing goods and services to you, including where a Partner Practitioner or Partner Companion holds an online consultation with you, where you undergo a test or receive services through a Partner Provider or where a Partner communicates with you regarding the provision of a good or service;
  • from your devices, or other services or applications that you choose to connect with our services or App;
  • from publicly available sources and third parties, such as suppliers, recruitment agencies, contractors, our clients and business partners;
  • from any other people or entities involved in assisting us with providing our services to you.

If we collect personal information about you from a third party we will, where appropriate, request that the third party inform you that we are holding your information, how we will use and disclose it, and that you may contact us to gain access to and correct or update the information.

Types of personal information we collect
The types of personal information we collect include (but are not limited to): your name, postal address, email address, contact phone numbers, date of birth, driver’s licence details, Medicare information, billing and shipping information, device ID, IP address, statistics on page views, traffic, standard web log-in information, details of the services and Partners you make enquiries about, written consents related to the goods and services we facilitate and, if applicable, employment information.

We only collect health information about you with your consent (including when you provide it to us), or otherwise in accordance with the Privacy Act. The types of health information we collect include (but are not limited to): your medical history, Medicare number, Individual Healthcare Identifier (IHI) number, height, weight, symptoms, future health goals, medical records, medical prescriptions, and other health information or sensitive information that you provide or that we (or our Partners) consider necessary to provide, or directly related to, our (or their) services to you.

Photographs and recordings
Your Partner Practitioner may require photographs of you and/or your photo ID to confirm your identity and consider your suitability for the program. We recommend covering your licence number and other numbers on your photo ID, as your practitioner does not require those items of personal information.

Your telehealth consultations with Partner Practitioners, or any other telephone calls you have with us, may be recorded for the purposes of monitoring, auditing, training and improvement. You may always let the caller know that you do not wish for a recording to be kept.

Along with other personal information collected, these photos and recordings may form part of a health record and therefore may be subject to Vitahealth Clinic’s record retention obligations.

When you use or interact with a wearable or other connected device that integrates with our services or App, we may also collect certain information about the device or product such as serial number, Bluetooth address, UPC, or other device-related information to provide optimal services.

Where you do not wish to provide us with your personal information, we may not be able to provide you with the requested goods or services.

Our purposes for handling your personal information
We collect, hold, use and disclose personal information to:

  • offer and provide you with our goods and services (including to provide you our services directly, to register you with an account and verify your identity, to connect you with our Partners, to maintain your health records, to contact you to make appointments or issue reminders, to provide you with advice and to generate content for you);
  • facilitate and authorise payment and processing via third party gateways;
  • communicate with you about the provision of our goods and services (including sending communications to you about the services you have sought, dispatch and track information, returns and exchange authorisations, and reminders in connection with the services you have sought, tax invoices, as well as to follow-up with you at the request of the Partner);
  • communicate to you announcements and updates, security alerts, technical notices, support and administrative messages and to provide you with information upon your request;
  • send you marketing and promotional information about us and our goods and services or our group companies and business partners and their goods and services, that might be of interest to you, including information about promotional offers, contests, rewards, and upcoming events. This information may be delivered to you via SMS, email, mobile notifications, in-app chat, and personalised website experiences, such as a dashboard of recommendations for health products and services which may benefit you;
  • facilitate third parties communicating with you about our goods or services that might be of interest to you;
  • improve your experience with our goods and services, or to improve our, or any of our group companies’ products or services, including through analytics, training, research and development;
  • comply with our legal and regulatory obligations (including reporting requirements under the Medicare Scheme, the pharmaceutical benefit scheme, or any other government scheme related to the provision of our goods or services to you), exercise and defend our legal rights, prevent criminal or other unlawful activity whether immediate or in the future and to review and resolve complaints or disputes;
  • in connection with a merger, acquisition, organisational restructure, financing, sale of assets, bankruptcy or insolvency event;
  • consider your application for employment (if applicable); and
  • otherwise to manage our business generally, including (but not limited to) notifying medical defence organisations, our insurers, quality assurance and data processing and handling).

Disclosure of personal information
We disclose personal information in accordance with the Privacy Act. Specifically, we disclose personal information for the purposes outlined in this Privacy Policy to:

  • Partner Practitioners;
  • Partner Companions;
  • Partner Providers;
  • our employees, contractors and group companies;
  • Government Sources, where we are providing you with a health service;
  • cloud service providers;
  • payment system operators (such as WooCommerce or Stripe);
  • third parties, such as service providers, software providers, IT support providers, professional advisors and our marketing and social media partners;
  • anyone else that you instruct us, or consent to us, disclosing it to, including other healthcare providers you receive services from; and
  • should a Partner form the professional opinion that you are at risk of imminent harm and/or where consistent with their professional and ethical obligations to do so, contact emergency services to request a welfare check or assistance.

We will not use or disclose your personal information for any other purpose unless you have consented to that use or disclosure or where we are required or authorised by law.

Protection of personal information
We will hold personal information as either secure physical records, electronically on our intranet system, in cloud storage, and in some cases, as records on third party servers, which may be located overseas.

We maintain appropriate physical, procedural and technical security for our offices and information storage facilities so as to prevent any loss, misuse, unauthorised access, disclosure, or modification of personal information. This also applies to disposal of the personal information.

We further protect personal information by restricting access to your personal information to only those who need access to the personal information to do their job. Physical, electronic and managerial procedures have been employed to safeguard the security and integrity of your personal information.

We will destroy or de-identify personal information once it is no longer needed for a valid purpose, unless it is required to be kept by law. For example, copies of health records are subject to retention obligations under various State laws.

Direct marketing
Like most businesses, marketing is important to our ongoing success. We believe we have a unique range of products and services that we provide to customers at a high standard. Therefore, we like to stay in touch with our customers and let them know about new opportunities.

From time to time, we may use or disclose to our third-party service providers your personal information, in order for us to provide you with marketing materials that may be of interest to you, including marketing materials in relation to offers, specials, other products and services that we, our group companies, or affiliated business partners provide. Our marketing may include telephone calls to any phone number you provide to Vitahealth Clinic, between 9am and 8pm AEST on business days.

In order to provide you with the best service possible, we use the personal information you provide to us to personalise your experience. This means that we may use sensitive information you provide to us for this purpose, including when communicating with you and marketing our services or products to you. You may withdraw your consent and opt out of receiving marketing communications from us at any time by following the opt out instructions provided in such marketing communications, in-App settings or by contacting our Privacy Officer. You can opt out of individual channels using the instructions provided in those channels, or contact our Privacy Officer to opt-out universally.

Receiving marketing communications is not a condition of any purchase or service with us. However, you are solely responsible for all charges related to SMS/text/email messages you send, including charges from your wireless or internet provider. If your contact details change, you may need to subscribe with your new contact details to ensure you can still receive marketing communications.

Cookies, device IDs, and other tracking technologies
A cookie is a small text file stored in your computer’s memory or on your hard disk for a pre-defined period of time. We use cookies to identify specific machines in order to collect aggregate information on how visitors are experiencing the Website. This information will help to better adapt the Website to suit personal requirements. While cookies allow a computer to be identified, they do not permit any reference to a specific individual. For information on cookie settings of your internet browser, please refer to your browser’s manual.

Our App may also collect and store device IDs, such as advertising identifiers or push notification tokens, to enable application features, analyse application usage, and deliver personalised content and ads. We may share this information with third-party service providers to help facilitate and optimise these functions. For information on device ID and ad tracking controls, please refer to your mobile device settings.

AI Assistant and 3rd Party AI

Our AI assistant is intended to help you through your Vitahealth Clinic journey. The assistant combines your information with knowledge provided by our expert team to help you work towards your goals. If you decide to use our AI assistant, please note that it may use third-party AI technology provided by our partners.

Responses from the AI assistant are based on your messages and other relevant information collected from your other interactions with Vitahealth Clinic. For example, if you ask a weight loss question, the AI assistant may provide tips based on your message as well as data collected from your in-app weight tracker.

We require our AI partners (3rd-party data processors) to use your information only for the purpose of allowing the AI service to work with you, and to improve our products and services over time. Our AI partners will not use your information to improve their models outside of those commissioned for Vitahealth Clinic and its corporate group. We require our AI partners to only retain your information to the extent it is needed to provide the AI service, or as required by law.

Please do not provide the AI assistant with any identifying information, such as your full name, date of birth, or address, in conversations with the assistant.

We may retain the history of your conversations with the AI assistant. This helps us ensure you continue to have access to previous conversations, and helps us provide our services and support, (which may include collecting information about your experience with our AI assistant to assess the performance of and improve our services), as well as other reasons required by law and the reasons disclosed elsewhere in this Privacy Policy.

If you agree to use the AI assistant, we will only access the information you give it when required. Your use of the AI assistant is also governed by its Terms of Use, and Vitahealth Clinic’s general Terms and Conditions.

Accessing and correcting your personal information
You may contact our Privacy Officer to request access to the personal information that we hold about you and/or to make corrections to that information, at any time. We may require you to verify your identity and specify what information you require. On the rare occasion when we refuse access, we will provide you with a written notice stating our reasons for refusing access. We may seek to recover from you reasonable costs incurred for providing you with access to any of the personal information about you held by us.

We are not obliged to correct any of your personal information if we do not agree that it requires correction and may refuse to do so. If we refuse a correction request, we will provide you with a written notice stating our reasons for refusal.

We will respond to all requests for access to, or correction of, your personal information within a reasonable time.

You acknowledge that Australian Privacy Principle 8.1 will not apply to such disclosures. For the avoidance of doubt, in the event that an overseas service provider breaches the APPs, that entity will not be bound by, and you will not be able seek redress under, the Privacy Act.

Resolving personal information concerns
If you have any questions, concerns or complaints about this Privacy Policy, or how we handle your personal information, including if you wish to withdraw consent to the collection of your personal information, please direct your enquiries to:

The Privacy Officer
Vitahealth Clinic Pty Ltd
2/11 Bellevue Road, Bellevue Hill
Sydney NSW 2023
Email: info@vitahealthclinic.com.au

Your experience with Vitahealth Clinic is important to us. We endeavour to respond to any complaint within a reasonable period. If you are dissatisfied with the handling of your complaint, you may contact the Office of the Australian Information Commissioner: ‍ Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
Telephone: 1300 363 992 or via their website https://www.oaic.gov.au/

Changes
We reserve the right to change the terms of this Privacy Policy from time to time, without notice. An up-to-date copy of our Privacy Policy is available on our Website and we encourage you to check our website periodically to make sure you are aware of our current Privacy Policy.

Last updated: June 2025