Privacy Policy

1. Introduction

At Healio Health (“Healio”, “we”, “us”, “our”), we are committed to safeguarding the privacy of all individuals whose personal information we handle. This Privacy Policy explains how we collect, use, disclose, and protect your personal information through our online and offline services, including our website, telehealth platforms, and pharmacy introductory tools (together, “Services”). By interacting with Healio Health, you consent to the practices described below.

2. The Information We Collect

a) Personal Information

Depending on your engagement with Healio Health, we may collect the following personal data:

Full name and date of birth
Contact information (such as phone number, email, home/postal address)
Information about your healthcare provider (e.g. GP details)
Your preferences, feedback, or survey responses
Payment details (via secure third-party processors)
Communication records related to customer support or consultations
User account details and profile image (if provided)
Records of services, consultations, medications requested/dispensed, and related communications
Information provided when making inquiries or using our platform

b) Sensitive Information

In some circumstances, we may collect sensitive personal information, including:

Health details, such as symptoms, health history, prescriptions or test results (with your consent)
Information required for doctors/pharmacists using our platform (e.g. professional credentials, criminal record checks, regulatory screening, Working With Children Checks, if relevant)

We only collect sensitive information with your explicit consent or when required by law. This data is treated with the strictest confidentiality and is only used for the purposes for which it was provided.

c) Technical and Usage Information

When you use our Services, we collect:

Device and browser data (including IP address, geolocation, device ID, browser type)
Analytics data such as website usage, page visits, time spent, and user interactions
Cookies and similar tracking technologies (see Section 9)
Social media and third-party account information (if you connect these platforms)

3. How We Collect Your Information

We collect personal information in a variety of ways, including:

Directly from you (e.g., when you register, fill in forms, or communicate with us)
During the course of providing healthcare or pharmacy introduction services
From third parties (such as healthcare providers, clinics, or pharmacies, and only with your consent or as required by law)
Automatically through your use of our website and Services (cookies, analytics, and logs)

4. Use of Personal Information

We may use your personal information to:

Deliver, personalise, and improve our Services
Facilitate telehealth consultations and pharmacy introductions
Contact you regarding our Services, updates, feedback, or support
Process payments and issue invoices
Communicate with your nominated healthcare providers as required for your care
Conduct analytics, research, and service improvements
Promote our Services and send marketing communications (with your permission, which may be withdrawn at any time)
Meet our legal, regulatory, and risk management obligations
Monitor and secure our platforms to prevent misuse or fraud

5. Disclosure of Personal Information

We may disclose your personal information to:

Healthcare providers, telehealth professionals, or pharmacists when needed to deliver your care or requested service
Third-party vendors and service providers supporting our operations (e.g., IT hosting, analytics, payment processing, marketing)
Regulatory bodies, government authorities, or law enforcement as required or authorised by law
Other parties with your express consent
Organisations to whom we may transfer our business in the event of a restructure or sale

Where information is disclosed to third parties, we ensure adequate privacy and data protection measures are in place.

Overseas Disclosure

Some service providers may be located outside Australia. If so, we take reasonable steps to ensure your information is handled in accordance with Australian privacy law.

6. Data Security

At Healio Health, we take your privacy seriously. We use robust physical, electronic, and administrative safeguards to protect your information against accidental or unlawful loss, misuse, unauthorised access, modification, or disclosure.

Despite our efforts, no internet transmission or storage system is 100% secure. If we become aware of a data breach involving your personal information, we will notify you in accordance with legal obligations and our internal procedures.

7. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, comply with our legal obligations, resolve disputes, and enforce our agreements. When no longer needed, information is securely destroyed or de-identified.

8. Your Rights & Choices

You have rights regarding your personal information, including:

Access: You may request access to personal information we hold about you.
Correction: You may request correction of inaccurate or incomplete data.
Withdrawal of consent: You may withdraw consent for us to use your information (subject to legal and contractual restrictions).
Anonymity: Where possible, you may interact with us without identifying yourself.

To exercise these rights or raise a privacy concern, contact us at the details below. We may ask for proof of identity to protect your privacy.

You may also unsubscribe from marketing communications at any time using the links in our emails or by contacting us.

9. Cookies and Tracking Technologies

We use cookies and similar technologies to optimise your experience, conduct analytics, and support our advertising campaigns. You can control cookies through your browser settings, but please note this may impact site functionality. Third-party cookies (e.g., for remarketing via Google or Facebook) may be used, but do not give these parties direct access to your personal information from Healio Health.

10. Links to Other Websites

Our site and Services may contain links to third-party websites. We are not responsible for their privacy practices or content, and recommend you review their privacy policies.

11. Changes to This Policy

We may update this Privacy Policy from time to time. You can always find the latest version on our website. Material changes will be communicated where appropriate.

12. Contacting Us

For any privacy questions, requests, or complaints, please contact:

Healio Health
Email: support@healiohealth.com.au

We will address your query promptly and aim to resolve all complaints efficiently and in accordance with the law.

Thank you for trusting Healio Health with your information.