Privacy policy & record care
At Live Well HQ, we hold your personal privacy and clinical records in the highest regard. This Privacy Policy details how we collect, store, utilize, and protect your personal and sensitive health information.
1. Information We Collect
In order to deliver safe, effective clinical therapy, coaching, and support coordination, we must collect relevant personal and sensitive health information. Under the Privacy Act 1988 (Cth), clinical notes and medical history are classified as highly sensitive data.
We collect this information directly from you via online booking forms, initial consultation surveys, and professional clinical dialogues. We may collect:
- Personal identification details, including your full name, date of birth, and home address.
- Direct contact parameters, including your email address and mobile phone number.
- Medicare details, GP-issued Mental Health Care Plans, or approved NDIS funding plans.
- Highly sensitive clinical health information, including personal medical histories, therapeutic session notes, and treatment progress assessments.
2. Purpose of Collection & Usage
We strictly utilize your collected data to manage your individual care path. We do not engage in information marketing, and your details are never compiled for profiling.
Your personal and health information is processed exclusively to:
- Deliver safe, highly personalized counselling, family therapy, life coaching, or clinical supervision.
- Coordinate NDIS services, providers, and plan management agreements with your explicit authorization.
- Process clinical financial claims, GP medical reports, Medicare rebates, and private health fund invoices.
- Manage online scheduling, appointment confirmation alerts, and secure diagnostic portals.
3. Secure Storage & Record Retention
We maintain rigorous technical and physical standards to protect your health files from unauthorized access, loss, modification, or accidental exposure.
All clinical records, registration forms, and treatment files are hosted on encrypted, clinical-grade medical database platforms complying with Australian digital health guidelines. All physical paperwork is scanned, immediately integrated into your secure digital file, and securely destroyed.
- Our digital databases utilize complex password protocols, multi-factor authentication, and end-to-end data encryption.
- All databases are located within secure, Australian-based cloud storage facilities.
- In accordance with Victorian and federal health record regulations, clinical case notes are maintained securely for a minimum of seven years following your final clinical session.
4. Disclosure of Personal Information
Your personal and health data is strictly protected. We do not disclose any casework details to third-party providers, family members, or corporate entities without your explicit, written consent.
However, under Australian law, there are rare, distinct exceptions to clinical confidentiality where we are legally obligated to disclose information:
- If there is a clear, imminent risk of serious physical harm to yourself or another identified individual.
- If there is any disclosure or suspicion of historical or ongoing child abuse, neglect, or domestic violence.
- If our clinical files are formally subpoenaed by a court of law, or required under statutory government health legislation.
5. Your Rights, Access, & Complaints
Under the Australian Privacy Principles, you maintain the absolute right to request access to any personal or clinical health information we hold about you.
If you believe that any clinical record we hold is outdated, incomplete, or inaccurate, you have a right to request a formal correction. We will review your request and update our databases to ensure clinical accuracy.
- Requests for record access must be submitted in writing directly to Richard Sedgman at livewellhq.com.au/contact-us/.
- If you believe your data privacy has been compromised, you have the right to lodge a formal complaint with us directly.
- If you are unsatisfied with our response, you can escalate your privacy complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Have questions about your health data?
If you require further clarity regarding how your medical notes, GP Care Plans, NDIS budgets, or private personal data is collected, stored, and protected at our clinic, please contact us directly.