Privacy & Telehealth Policy
Last Updated: September 12, 2026
At Life Infusion Wellness Studio ("we", "our", or "us"), we are committed to protecting the privacy of your personal and health information. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as professional registration standards set by the Chinese Medicine Board of Australia under AHPRA.
This policy outlines how we collect, use, store, and secure your personal information during in-clinic visits and telehealth consultations.
1. Information We Collect
We collect personal and sensitive health information necessary to provide you with safe, professional TCM care, acupuncture, and herbal prescriptions. This includes:
- Identification details: Full name, date of birth, address, phone number, and email address.
- Clinical history: Current symptoms, past medical history, medications, allergies, lifestyle factors, and treatment records.
- Administrative data: Appointment times, billing, and private health fund details.
- Telehealth data: Video/audio consultation notes, and digital communication logs (emails or SMS). Note: We do not record video or audio telehealth sessions unless you give explicit prior consent.
2. How We Collect Your Information
- Directly from you when you fill out intake forms, speak with our practitioners, or book online.
- From other healthcare providers if we receive or send referral letters, with your consent.
3. Special Provisions for Telehealth Privacy
If you participate in a video or phone consultation (telehealth), the following extra measures apply:
- Secure Platforms: We use encrypted, compliant telehealth software for video calls. Avoid using public Wi-Fi networks for your consultations.
- Private Environment: Our practitioners conduct telehealth calls from a private, soundproof room to ensure confidentiality. We advise you to also find a private, quiet space at your end to protect your own privacy.
- Digital Transmission: Any digital images or tongue/pulse photos you send via email or portal before a telehealth session are uploaded directly to your secure clinical file and deleted from our inbox.
4. Public Social Media and Strict Consent Rules
We maintain the highest level of professional medical confidentiality.
- No Public Sharing: We will never share or post your consultation details, case studies, or personal information on public social media channels.
- Media Restrictions: This includes any images (such as tongue or skin photos), video recordings, or audio recordings taken during your treatment or telehealth session.
- Dual Consent Required: If any content is ever considered for educational or marketing purposes on social media, it will absolutely not be published unless both of the following conditions are met:
- The customer signs a specific, separate social media consent form.
- The managing practitioner signs off and grants formal permission.
5. How We Use and Share Your Information (Standard Healthcare Operations)
Outside of the strict social media rules above, we use your regular information solely to provide healthcare services, manage billing, and communicate about appointments. We only share this data with:
- Other allied health or medical practitioners involved in your integrated care, with your explicit consent.
- Private health insurers or third-party billing processors (if you claim rebates).
- Legal or regulatory bodies if required by Australian law.
6. Storage and Data Security
Your personal information is stored securely as electronic data in practice management software and/or locked physical files.
- Digital Security: We use password protection, user identifiers, and encrypted SSL/TLS technology for online data transfers.
- Physical Security: Paper records are kept in locked filing cabinets within restricted staff areas.
7. Accessing and Correcting Your Records
You have the right to request access to or correction of your personal and health records.
- Please submit requests in writing to our Privacy Officer.
- We respond to requests within 30 days. A reasonable administrative fee may apply for extensive records.
8. Complaints and Contact Information
If you have a question or wish to make a complaint about how we handle your privacy, please contact:
We acknowledge formal complaints within 2 working days and aim to provide a full response within 14 days.