PRIVACY POLICY
Metanoia Wellness Pty Ltd trading as Pam Hird Naturopath
ABN 75 638 689 255
Last updated: July 2026
At Pam Hird Naturopath, your privacy matters.
We collect and handle personal and health information so that we can provide naturopathic, nutritional and herbal medicine services safely and effectively.
As a private health service provider, Metanoia Wellness Pty Ltd trading as Pam Hird Naturopath handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Health information is considered sensitive information under Australian privacy law and is treated accordingly.
Information we may collect
Depending on the services you use, we may collect information including:
your name, date of birth, address and contact details emergency contact details health and medical history current and previous symptoms medications and supplements allergies and intolerances dietary, lifestyle, exercise and sleep information mental and emotional wellbeing information relevant to your care menstrual, reproductive or hormonal health information where relevant family health history consultation and clinical notes pathology and other test results referrals and correspondence from other healthcare providers appointment and booking information private health fund and HICAPS information where applicable payment and transaction information email and SMS correspondence information you provide through forms or questionnaires website, cookie and technical information where applicable. We only collect information that is reasonably necessary for our services or business activities, or where otherwise permitted or required by law.
How we collect your information
Where practical, information is collected directly from you.This may occur: during consultations through intake and consent forms when booking an appointment by telephone, email or SMS through our website when purchasing products following a consultation through pathology or functional testing from your parent or guardian where appropriate from your GP or another healthcare provider where you have authorised this or collection is otherwise permitted by law.
Why we collect and use your information
We may use your information to: provide naturopathic, nutritional and herbal medicine services understand your health history and current concerns assess factors that may be relevant to your health develop and review your treatment plan provide nutritional, lifestyle, herbal and supplement recommendations maintain appropriate clinical records communicate with you regarding your care manage appointments, reminders and follow-ups process payments and eligible health fund claims arrange or review pathology and functional testing communicate with your GP or other healthcare providers where authorised or otherwise permitted supply products recommended during consultations manage our practice meet legal, professional and insurance obligations respond to enquiries, requests and complaints. We will not ordinarily use or disclose your health information for an unrelated purpose without your consent unless permitted or required by law.
Clinical records
Your clinical records may be maintained electronically within a secure practice management system. Where paper records are maintained, they are stored in locked filing facilities within secured premises. Currently, access to clinical records within the practice is restricted to Pam Hird. We take reasonable physical, electronic and organisational steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure.No electronic system can be guaranteed to be completely secure.
Email and SMS
We may communicate with you by email or SMS regarding appointments, treatment plans, recommendations, pathology or testing, products and other matters related to your care. Electronic communications carry some inherent privacy and security risks. Please let us know if you would prefer particular information not to be communicated electronically or would prefer another available method of communication.
Pathology and functional testing
Where appropriate, we may recommend pathology or other testing. This may involve recommending that you see your GP or referring you to a private pathology, laboratory or functional testing provider. Relevant personal and health information may be provided to or received from these providers where necessary, with your consent or where otherwise permitted by law. Third-party testing providers operate under their own privacy practices.
Third-party service providers
We use third-party providers to assist with the operation of the practice. These may include: practice management and booking systems payment processors private health claiming services pathology and laboratory providers website hosting and website services email and communications platformsIT and cloud service providers accountants, insurers and professional advisers. These providers may process personal information where reasonably necessary to provide their services. We take reasonable steps to ensure personal information is handled appropriately when engaging third-party providers.
Overseas processing
Some third-party technology providers may store or process personal information outside Australia. Where personal information is disclosed to an overseas recipient, we will take reasonable steps to comply with applicable Australian privacy requirements. Where practicable and required, information about countries in which overseas recipients are likely to be located will be made available.
Children and young people
Pam Hird Naturopath provides consultations to children and young people. The involvement and consent of a parent or legal guardian may be required depending on the young person's age, maturity, capacity, circumstances and applicable law. We respect the privacy of young people and consider their developing capacity to make decisions about their own health information. Access to a young person's health information by a parent or guardian will be managed in accordance with applicable privacy and other legal requirements.
Payments and private health claiming
Payments may be processed electronically, including through payment and HICAPS facilities. Where HICAPS is used, information necessary to process an eligible private health fund claim may be transmitted to relevant providers. We do not use health fund or payment information for unrelated purposes.
Marketing
We may send newsletters, health education, clinic news, service information or other marketing communications where you have consented or where communication is otherwise permitted by law. Consent to receive marketing is separate from consent to receive healthcare. Being a client does not mean that your health information will be used for marketing purposes. Commercial electronic messages will identify the sender and provide an appropriate method to unsubscribe. You may unsubscribe at any time. Marketing unsubscribe requests will be processed in accordance with the Spam Act 2003 (Cth). Current ACMA requirements include actioning unsubscribe requests within five working days.
Website and cookies
Our website may use cookies and similar technologies to: enable website functionality understand website traffic and usage improve the website manage forms or subscriptions. Some third-party website services may also use cookies. You can control cookies through your browser settings, although disabling cookies may affect some website functionality.
Access to your information
You may request access to personal or health information we hold about you. We may need to verify your identity before releasing information. Access may be refused or limited in certain circumstances permitted by law. Where required, we will explain the reason.
Correction of information
If you believe personal information we hold about you is inaccurate, incomplete, out of date, irrelevant or misleading, please contact us. We will take reasonable steps to correct information where appropriate.
Retention and destruction
Clinical and other personal information is retained for as long as reasonably required for the purpose for which it was collected and to meet applicable legal, professional, insurance and record-keeping requirements. When personal information is no longer required and there is no legal requirement to retain it, we take reasonable steps to securely destroy or de-identify it. APP 11 specifically requires APP entities to take reasonable steps to protect personal information and, when it is no longer needed and no retention requirement applies, destroy or de-identify it.
Data breaches
If we become aware of a suspected privacy or data breach, we will take reasonable steps to contain and assess the breach.Where a breach meets the requirements of an eligible data breach under Australia's Notifiable Data Breaches scheme, affected individuals and the Office of the Australian Information Commissioner will be notified as required by law.
Privacy enquiries and complaints
If you have a question, would like to access or correct your information, or wish to make a privacy complaint, please contact: Metanoia Wellness Pty Ltd trading as Pam Hird Naturopath
ABN 75 638 689 255
144 Lascelles St
Brighton QLD 4017
Email: hola@pamhird.com
Phone: 0413 979 096
.We will take privacy complaints seriously and respond within a reasonable timeframe. If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner.