Clinic Privacy Policy | The Feel Good Society

PRIVACY POLICY

Last updated: 28 September 2026

At The Feel Good Society, respecting your privacy is part of caring for you.

The Feel Good Society (ABN 60 347 030 236) is a naturopathic practice based on the Gold Coast, Queensland.

This policy explains how we collect, hold, use and disclose personal information, including health information. It also explains our use of artificial intelligence tools, your choices and how you can access or correct your information or make a privacy complaint.

As a health service provider, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy applies to our clinic services, online consultations, testing arrangements, website, online store, enquiries, bookings and related communications.

1. Information we collect

We collect information reasonably necessary to provide your care and operate our business.

Depending on the services you use, this may include:

Personal and contact details: your name, date of birth, email address, telephone number and postal address.
Emergency contact and representative details: where relevant to your care.
Health and lifestyle information: your health history, symptoms, diagnosed conditions, allergies, family history, health goals, nutrition, lifestyle and responses to intake forms.
Medications and supplements: information about medicines, supplements and other products you use.
Test results: pathology reports, laboratory results and other testing information you or a provider share with us.
Consultation records: consultation notes, transcripts, care plans and practitioner recommendations.
Communications: enquiries, emails, messages, feedback and complaints.
Appointment and purchase records: bookings, purchases, delivery details, invoices and payment information. Card payments are processed by our payment providers.
Website information: device, browser and website activity information, as described in section 8.

Health information is sensitive information and receives additional protection under Australian privacy law.

2. How we collect information

We usually collect information directly from you when you book an appointment, complete a form, attend a consultation, make a purchase, subscribe to communications or contact us.

With your consent, or where otherwise permitted or required by law, we may receive relevant information from laboratories, testing providers, other healthcare practitioners or someone authorised to act on your behalf.

We seek your consent to collect health information unless an exception under Australian privacy law applies.

You may make a general enquiry anonymously or use a pseudonym where practical. We will generally need to identify you to provide clinical care, arrange testing, fulfil orders and maintain accurate records.

If you do not provide information reasonably needed for a service, we may be unable to provide that service or may need to discuss limitations to your care.

3. Why we collect and use information

We collect and use information to:

Understand your health concerns and provide personalised naturopathic care.
Maintain clinical records and support continuity of care.
Prepare care plans, practitioner recommendations, formulations and products.
Arrange relevant testing and review results.
Coordinate with other healthcare providers where appropriate.
Manage appointments, payments, purchases and deliveries.
Communicate about your care and provide follow-up information.
Address enquiries, feedback and complaints.
Manage our practice and maintain service quality.
Meet applicable legal, professional and administrative obligations.

We do not sell your personal information.

We only use or disclose information for another purpose where you have consented or Australian privacy law permits or requires it.

4. Artificial intelligence, consultation notes and transcription

We use selected AI-assisted tools to support clinical administration and business operations.

These tools support your practitioner’s work. Your practitioner remains responsible for your care and the recommendations provided to you.

Consultation notes and transcription

With your consent, we may use an AI-assisted note-taking tool to capture and process your consultation conversation, create a transcript and draft consultation notes.

Before using the tool, we will explain the process, including whether audio or video is recorded and how the resulting information is handled.

Your practitioner reviews and finalises the relevant clinical record.

You can decline AI-assisted note-taking or withdraw your consent to its further use. Your practitioner can take notes manually instead, and this will not prevent you from receiving a consultation.

Withdrawing consent does not automatically remove information already incorporated into your clinical record. You can contact us to discuss access, correction or deletion requests, subject to our record keeping obligations.

Preparing information and documents

AI tools may assist with organising information, summarising information you have provided and preparing drafts of care plans, follow-up communications and educational resources.

Information processed for these purposes may include relevant health history, intake responses, test results and consultation records.

We limit information shared to what is reasonably necessary and remove identifying information where appropriate. Removing direct identifiers does not always eliminate the possibility of identification.

Practitioner review and decisions

Software and AI may assist with organising and analysing information and preparing personalised recommendations.

These tools do not independently make final clinical decisions about your care. A practitioner reviews relevant information, applies professional judgement and approves care plans or recommendations before they are provided to you.

You may contact us with questions about how software or AI has been used in your care.

Business activities

We may also use AI tools for research, planning, workflow development and drafting general marketing or educational material.

We do not intentionally enter client health information into AI tools for these general business activities.

Privacy safeguards

We select services with appropriate privacy and security safeguards, minimise information shared and configure available privacy and data-use settings.

Some AI and technology providers may process information outside Australia, as described in section 7.

5. Sharing information

We may share relevant information where necessary to provide your care, operate our practice or meet legal obligations.

Recipients may include:

Authorised practitioners and personnel involved in your care or its administration.
Laboratories, pathology and testing providers.
Other healthcare practitioners, with your consent or where otherwise permitted or required by law.
Dispensary and compounding providers preparing or supplying your formulations and products.
Delivery providers fulfilling your orders.
Business and technology service providers.
Someone authorised to act on your behalf.
Authorities or other recipients where disclosure is permitted or required by law.

We limit the information disclosed to what is reasonably necessary for the relevant purpose.

Dispensary and compounding providers may receive relevant health information needed to prepare and supply your products.

Where legally permitted, disclosure may also occur to lessen or prevent a serious threat to someone’s life, health or safety.

6. Service providers

We use third-party providers for:

Bookings, intake forms and clinical record management.
Video consultations.
AI-assisted note-taking, transcription, drafting and information organisation.
Pathology and testing.
Dispensary and compounding services.
Payments, accounting and order delivery.
Website hosting, cloud storage and business communications.
Email marketing.

Depending on their role, these providers may handle contact details, appointment information, payment records or relevant health information.

We take reasonable steps to select providers with appropriate safeguards.

Some external healthcare and testing providers have their own privacy policies and consent processes. We will explain relevant arrangements when referring you or coordinating a service.

7. Overseas handling of information

Some of our service providers store, process or access personal information outside Australia.

Based on our providers’ published information, relevant countries may include the United States, Ireland, the Netherlands, the United Kingdom, Canada, the United Arab Emirates, India, Singapore and countries within the European Union.

Information may also be handled in other countries where providers or their subcontractors operate. We review available information about these arrangements and update this policy as appropriate.

Where information or biological samples are sent overseas for testing, the destination depends on the test and provider. We will explain the relevant arrangements and obtain any required consent before proceeding.

We take reasonable steps required by Australian privacy law to protect information disclosed overseas. Overseas recipients may be subject to different local privacy laws.

Please contact us if you would like further information about overseas handling relevant to your care.

8. Website cookies, analytics and advertising

We may use third-party analytics and advertising technologies to understand website usage, measure campaign performance and display relevant advertisements. These technologies may collect or receive device and browser information, IP addresses and website activity.

Where required, we obtain consent before collecting or sharing information through these technologies. You can manage cookies through your browser settings and advertising preferences through the relevant platform.

Website activity on health-related pages may reveal sensitive information. We consider this when selecting and configuring tracking technologies.

You can manage cookies through your browser settings. Disabling some cookies may affect website features.

Where consent is required, we obtain it before the relevant tracking occurs.

9. Marketing communications

If you consent to receive marketing communications, we may use your contact details to send educational content, news and information about our services or offers.

You can unsubscribe using the unsubscribe option in an email or by contacting us.

Your marketing preferences do not affect your access to care. Appointment, billing, order and care-related communications may continue.

We do not use your clinical records, test results or other health information to target advertising.

Consent to receive newsletters does not, by itself, authorise disclosure of your information to advertising platforms.

10. Information security

We take reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure.

Our safeguards include encrypted device and cloud storage, restricting access to authorised people, password protection and available security features.

We turn off model-training settings in AI tools where that option is available and review relevant privacy and security settings.

No electronic system or transmission is completely secure.

If we become aware of inappropriate access, disclosure or handling, we will investigate and take appropriate action. We will notify affected individuals and relevant authorities where required by law.

11. Retention and disposal

As a matter of practice, we generally retain health records, including consultation notes and transcripts, for at least seven years after your last consultation. For clients who were under 18, we generally retain records until they turn at least 25, or longer where another applicable retention requirement requires it.

We may retain information longer where required by law or reasonably necessary to meet professional obligations or address a dispute.

Other personal information is retained for as long as reasonably needed for the purposes described in this policy.

When information is no longer required and disposal is legally permitted, we take reasonable steps to securely destroy or permanently de-identify it.

Backup information may remain until the relevant backup cycle is completed and remains subject to security safeguards.

Ending your care or closing an account does not necessarily mean your clinical records can be immediately deleted.

12. Access, correction and deletion requests

You may request access to your personal information or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Please contact us using the details in section 15.

We may verify your identity before providing access or making changes. We aim to respond within 30 days and will let you know if more time is needed.

We do not charge for making a request or correcting information. If a reasonable charge applies to providing access, we will explain it in advance.

In circumstances permitted by law, we may refuse access or a requested correction. Where required, we will provide written reasons and information about complaint options.

If a correction is refused, you may ask us to associate a statement with your information explaining the correction you sought.

You may request deletion, but we may need to retain information to meet legal, professional or record keeping obligations.

13. Consent and your choices

Where we rely on consent, you can contact us to discuss changing or withdrawing it.

We will explain any effect on future services. Withdrawal does not reverse information handling that has already occurred or remove record keeping obligations.

Consent to clinical care, AI-assisted transcription and marketing involves different choices. Agreeing to one does not automatically mean agreeing to the others.

This policy explains our practices. It does not replace specific consent required for testing, treatment, recording or other activities.

14. Children and young people

We consider a child or young person’s capacity to understand and make decisions about their information.

We involve parents, guardians or authorised representatives as appropriate, taking account of confidentiality, consent and applicable legal requirements.

We may verify a person’s authority before providing access to a child or young person’s records.

15. Privacy enquiries and complaints

or questions, access or correction requests, or privacy complaints, please contact:

The Feel Good Society
Email: hello@thefeelgoodsociety.com.au
Telephone: 0430 045 555
Post: PO Box 2288, Burleigh BC QLD 4220

Please describe what happened and the outcome you are seeking.

We will acknowledge your complaint, investigate and may contact you for further information. We aim to respond in writing within 30 days. If more time is needed, we will explain the delay and keep you informed.

If you are dissatisfied with our response or your complaint remains unresolved, you may contact:

Office of the Australian Information Commissioner
www.oaic.gov.au
1300 363 992

For concerns about health services, you may also contact:

Queensland Office of the Health Ombudsman
www.oho.qld.gov.au
133 646

16. Changes to this policy

We may update this policy as our services, technology, information-handling practices or legal obligations change.

The current version will be available on this page with its last updated date. You can contact us to request a copy.

Your privacy matters to us. If you have questions about how we handle your information, please get in touch.

Thank you for making it this far. We hope you feel good knowing you are in good hands. Now let's get to work to support your health goals.

Book your consultation here.