Privacy & Communication Policy.

Clinic Name: More Than Nutrients
Owner: Nicole Cashin
Entity Name: Nicole Joy Cashin
ABN: 95 489 469 395
Contact: nicole@morethannutrients.com.au
Location: PO Box 2138, Essendon West, Melbourne, VIC, Australia, 3040.

 Effective date: 02/07/2025

 1. Our Commitment to Your Privacy

At More Than Nutrients, we understand that sharing personal information is an act of trust. That’s why we treat your privacy not just as a legal obligation, but as a foundational part of our care.

Under the Australian Privacy Act 1988 (Cth), personal information includes any details that can reasonably be used to identify you—on their own or combined with other data.

As part of delivering meaningful nutritional support, we may collect and retain relevant personal and health-related details throughout your engagement with us. This helps us tailor our care and track progress in a way that’s safe, informed, and respectful.

We follow the Australian Privacy Principles and go above and beyond to store your data securely, using trusted platforms like Halaxy and internal policies designed to protect what matters most: you.

 

2. What We Collect

To provide you with personalised, high-quality care, we may collect the following information:

  • Personal Details: Your full name, date of birth, contact number, email address, gender identity, and residential address

  • Health Information: Relevant medical history, allergies, current health status, medications, referral letters, previous dietetic assessments, clinical goals, and practitioner notes

  • Payment and Administrative Information: Invoices, receipts, payment method, Medicare or private health claims data, and other billing-related information

  • Technical Data: Information collected when you visit our website, including your IP address, browser type, device type, language preferences, and site usage statistics via cookies

We only collect what is necessary for your care or for supporting your experience with us, and we do so in accordance with legal and ethical standards.

 

3. How We Collect It

Information is collected through several channels during your interaction with More Than Nutrients, including but not limited to:

  • When you book an appointment via our website, over the phone, or through third-party scheduling platforms (e.g. Halaxy)

  • When you complete a digital intake or consent form, either before or during sessions

  • During telehealth or in-person consultations, where notes are recorded as part of your health record

  • When you correspond with us via email, phone, or social media

  • If you opt to receive newsletters, event invitations, or other educational content

Where appropriate and possible, we will collect information directly from you. In certain cases, and only with your permission, we may also receive relevant information from a referring practitioner or health professional.

 

4. Why We Collect It

We collect and use your personal information to:

  • Understand your unique dietary, health, and lifestyle needs

  • Provide effective, evidence-informed nutrition care that is relevant and goal-oriented

  • Communicate with you about appointments, treatment progress, or follow-up care

  • Issue invoices and process payments in line with Medicare and private health provider requirements

  • Ensure we meet our professional, legal, and ethical obligations as health practitioners

  • Improve our services, website experience, and client support offerings

If your data is to be used for any purpose outside of those listed above (such as teaching or research), we will only do so with your informed written consent.

 

5. How We Store and Protect it

To protect your information from misuse, interference, loss, and unauthorised access, we use Halaxy, a reputable, cloud-based practice management platform. Halaxy:

  • Is ISO 27001 certified, reflecting best-practice standards in information security

  • Encrypts all data at rest and in transit, meaning your data is protected both when stored and when being sent securely

  • Provides two-factor authentication and role-based access controls, which we actively use to protect against unauthorised access

  • Stores data in highly secure data centres that comply with Australian privacy laws and international best practices

All internal devices and communications are also protected by secure passwords, updated antivirus software, and privacy protocols tailored for small healthcare businesses.

 

6. When We Share It

Your personal information is treated as strictly confidential. However, in limited circumstances, we may disclose your information to:

  • Other health professionals involved in your care (e.g. your GP, psychologist, or specialist), but only with your explicit consent

  • Practice support services or IT providers (e.g. Halaxy), who help us deliver secure and reliable services

  • Medicare, private health insurers, or regulatory bodies if we are legally required to report certain information

We will never sell, rent, or use your information for marketing purposes without your consent.

 

7. Access & Accuracy

You have the right to:

  • Request access to your personal and health records held by More Than Nutrients

  • Ask for corrections or updates if any information we hold about you is inaccurate, incomplete, or out of date

We encourage you to reach out at any time if your details change. We aim to respond to all privacy-related requests in a timely, respectful, and transparent manner.

 

8. Website Cookies

Like many websites, our site may use cookies or similar technologies to enhance your experience, track preferences, and collect anonymised analytics (e.g. which pages are visited most often). These cookies generally do not store identifiable personal information.

You can control or disable cookies through your browser settings. Doing so may affect certain features of our website but will not impact your access to care.

 

9. Clinical Supervision

To ensure high-quality, reflective, and ethically sound care, Nicole may discuss aspects of your case in confidential clinical supervision. This is a standard practice in healthcare and supports ongoing professional development and accountability.

  • Your full name will never be used, and identifying details will be minimized wherever possible.

  • However, due to the nature of supervision, some information may be recognisable by context (e.g. clinical presentation, referral pathway, or service setting).

  • All supervision is conducted in accordance with professional codes of conduct and confidentiality standards.

This process is designed to enhance the quality of care you receive, while maintaining your privacy and dignity.

 

10. Use of Artificial Intelligence (AI)

At More Than Nutrients, artificial intelligence (AI) tools may be used to support administrative tasks such as scheduling, document formatting, or internal workflow improvements. These tools are applied only to deidentified information; meaning no personal or health-identifying details are included.

We do not use AI during clinical sessions, nor for recording, transcribing, or analysing therapeutic conversations. If AI is ever considered for use in any aspect of your identifiable care, we will seek your specific prior written consent and clearly explain its purpose and safeguards.

Our commitment is to ensure that all technology supports – not compromises – your privacy, emotional safety, and trust.

 

11. Communication Policy

At More Than Nutrients, I strive to respond to messages in a timely and thoughtful manner. However, please note that I am not a crisis support service, and I may not be able to reply immediately.

If you are experiencing distress or require urgent support, please contact one of the following services:

  • Lifeline – 13 11 14 (24/7 crisis support and suicide prevention)

  • Beyond Blue – 1300 22 4636 (24/7 mental health support)

  • Emergency Services – 000 (for immediate danger or medical emergencies)

  • 13YARN – 13 92 76 (support for First Nations people)

  • 1800RESPECT – 1800 737 732 (family violence/sexual assault)

Eating Disorder Services:

  • Butterfly Foundation – 1800 334 673

  • Eating Disorders Victoria – 1300 550 236

  • Eating Disorders Queensland – (07) 3844 6055

For non-urgent matters, I will respond as soon as I am able, typically within 4 days. I appreciate your understanding and your commitment to seeking the right support when needed.

 

12. Concerns or Complaints

If you have any concerns about how your information is being handled, you are encouraged to reach out directly by email at nicole@morethannutrients.com.au. We are committed to resolving privacy issues in a fair and supportive way.

If we are unable to resolve your concern to your satisfaction, you may wish to contact:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992

 

13. Updates to This Policy

This privacy policy may be reviewed or updated periodically to reflect changes in legal obligations, technology, or practice processes. The most up-to-date version will always be made available upon request or via email when relevant.

This privacy policy was last updated on 02/07/2025.

 

End.