Privacy Policy

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The Matrescence Nurse is committed to protecting your privacy and the confidentiality of your personal information. This policy explains how we collect, use, store, and share your information, as well as how you can access or update it. We follow the Privacy Act 1988 and the Australian Privacy Principles (APPs).

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1. What is personal information?

Personal information is any detail that identifies you, or could reasonably identify you. This can include your name, date of birth, contact details, demographic information, and payment details. Some personal information is considered sensitive information — this may include your health information, medical history, or other details about your care.

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2. Why we collect personal information

We collect personal information so we can:

• Provide lactation, parenting, and related support services

• Gain your consent for services

• Share information about our services

• Arrange and process payments for services

• Communicate with you about your care and bookings

You do not have to give us your personal information, but if you choose not to, it may limit the services we can provide.

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3. How we collect personal information

We only collect personal and sensitive information with your consent, and always in line with Australian law.

We usually collect information directly from you when you:

• Book an appointment

• Complete an intake form

• Communicate with us by phone, email, or in person

Sometimes we may receive your information from third parties you have authorised to share it with us (e.g., another health professional). In some cases, your information may be stored securely by approved third-party systems we use to manage bookings, invoicing, or communications.

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4. How we use personal information

We use your personal information for the purpose it was provided — most often, to deliver the services you have requested. This may include:

• Providing care and support for you and your child

• Managing our relationship with you

• Issuing invoices and receipts

• Responding to questions or feedback

• Communicating with other health professionals involved in your care (with your consent or where required by law)

• Providing marketing information if you have opted in

• Meeting legal and professional reporting requirements

We may also use your information for administrative and quality purposes, including auditing, staff training, risk assessment, and safety reviews.

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5. Disclosure of personal information

We will only share your personal information when:

• It is necessary for your care

• It is directly related to the reason it was collected

• You have given consent

• We are required to by law

This may include sharing information with:

• Other health professionals involved in your care

• Your health fund, where relevant

• Approved service providers (e.g., booking platforms, invoicing systems) who are bound by privacy laws

We will never sell or rent your personal information.

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6. Cross-border disclosure

Some of the third-party services we use may store or process your personal information outside Australia (for example, cloud storage or email marketing platforms). Where this occurs, we take reasonable steps to ensure these providers comply with the Australian Privacy Principles or equivalent international privacy laws.

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7. Accuracy and security

We take reasonable steps to make sure the personal information we hold is accurate, complete, and up to date. Your information is protected using secure systems and processes, including password protection, encryption, and restricted access.

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8. Data breaches

If your personal information is involved in a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

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9. Accessing and correcting your personal information

You can ask to see or update the personal information we hold about you at any time. Requests may need to be in writing for security reasons, and we will respond within a reasonable timeframe. If we cannot provide access, we will explain why.

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10. Website use

When you visit our website, we may collect non-identifying information such as your IP address, the date and time of your visit, pages viewed, and the referring website. This helps us improve our site.

Our website may use cookies — small files stored on your device to improve your browsing experience. You can disable cookies in your browser settings, though some features may not work as intended.

We may link to other websites; we are not responsible for their content or privacy practices.

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11. Questions or concerns

If you have a question, concern, or complaint about how your information is handled, please contact us. We will make every reasonable effort to resolve your concern quickly and fairly.