Your Secrets Are Safe With Us
Last updated: 25 June 2024
Privacy Policy
Be Health and Life Wellness Pty Ltd ABN 88 67 996 846 (BE) is committed to protecting your privacy, and complying with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs).
This Privacy Policy describes how we collect, hold, use and disclose your personal information; and it should be read together with the BE Website Terms of Use.
What Is Personal Information?
When used in this Policy, “personal information” has the meaning given in the Privacy Act. Generally, it means any information or an opinion about an individual who is identified or ‘reasonably identifiable’.
How Do We Collect Personal Information?
We collect personal information in various ways; in most cases, from you directly. For example:
over the phone, if you call via our offices for information, services or support;
if you have contact with us in person;
when you interact with our online services (whether through our website, email, webchats, mobile applications or social media channels);
when you register for face-to-face or digital events (such as conferences, training events or webinars);
when you participate in public or closed surveys, questionnaires, polls or forms and provide additional information to us from time to time (sometimes, verbally; other times, in writing); or
if you apply for a position or express an interest in working with us.
We may also collect personal information about you from third parties if you have agreed that they
can provide us with this information. For example, we may collect information from:
referrers;
your health insurance provider, if any;
Government funding sources (such as Medicare), if applicable; and
other businesses and service provides who are similar or complementary to BE.
We generally collect and hold personal information in electronic form, on secure servers and computer systems. Some information may be collected in paper-based documents before it is converted to electronic form. Personal information retained in paper-based documents is stored in our secure locations in Western Australia.
When you submit information through our website, it is initially collected by third-party service providers, who then forward it to BE. We do not have control over the data while it is in transit. Users should be aware that these third-party service providers may store data outside of Australia (see the section of this Privacy Policy on ‘Overseas (cross border) disclosure’).
When you interact with BE online (including online support groups), only your display name will bevisible to other users. We recommend that you do not post information online that may identify youor anyone else such as your address, email address or phone number. If you do post personal information online, your personal information may be identified, recovered and displayed by internet search engines. We keep your personal information secure, in accordance with the section of this privacy policy headed ‘Security of Your Personal Information’.
What Personal Information Do We Collect?
The types of personal information that we may collect from clients and prospective clients include:
name and contact details (including your email address);
age, date of birth, gender and other demographic information;
financial data (including billing and payment details, bank account and/or payment card details through our third party payment processor);
family medical history;
profile and usage data (including your username and password; profile picture; support requests; content and information that you post, send receive and share; your interests, preferences, feedback and survey and opinion poll responses; search queries; browsing behaviour and downloads; information you provide when you participate in promotions, activities or events; and details of your communications with BE);
purchases, orders and payment details;
technical data when you browse our website or interact with us online (including the fact that you have visited the website and the date and time of your visit; your server or IP address; login data; browser session and geo-location data; device and network information; statistics on page views and sessions; acquisition sources; the type of browser and operating system you are using; domain name of your Internet service provider; and unique identifiers that are used to provide you with a more personalised experience or to verify your passwords); and
preferences for receiving further information about our programs, campaigns or activities.
In addition, in the provision of psychological services BE will likely collect the following health information such as:
medical information;
responses and results from psychological tests, assessments and questionnaires;
information pertaining to your session notes; treatment plans and your response to treatment.
If you want to share personal information about another person with us (for example you want to share a story that includes another person’s experience of disordered eating, an eating disorder, self-harm or suicide in which that person will be identifiable) you must seek permission from the individual and let them know about our Privacy Policy. Some people may not want their experience made public. It is important to consider the impact and respect the wishes of others affected by the same story as you.
Purposes For Which We Hold, Use and Disclose Your Personal Information
Where we hold personal information that was collected for a particular (primary) purpose we will generally use or disclose it only for that purpose and not for any other (secondary) purpose unless you have consented, or we are otherwise permitted or required to do so (whether under the APPs, the Privacy Act, or another law).
Use of personal information
We will use your personal information for and in connection with the provision of services to you. We may:
assess whether BE is appropriate for you;
connect you with our psychologists or our other health professionals;
provide you with psychological and health assessment, diagnosis, treatment and reporting;
send you consultation reminders, confirmations, and follow ups information;
allow you to access our interactive online elements (including our online counselling services and support groups, and campaign websites);
use your information to help us continually improve and develop:
the BE website, content and products; and
the personalisation and range of services, programs, content and resources that we offer to you;
provide you with information, resources or merchandise;
involve you in programs, campaigns, research, activities or other initiatives undertaken by BE;
investigate and respond to enquiries, requests, feedback and complaints from you;
assess an application from you to work with us;
register you as a BE Foundation Ambassador or Speaker;
process credit/debit card payments and provide you with an invoice or receipt;
make payment claims to your health insurer (if any) and/or to any Government funding sources (such as Medicare);
send you marketing materials in accordance with the Direct Marketing section of this privacy policy.
Disclosure of personal information
The purposes for which we may disclose your personal information could include:
our use of:
website and cloud service providers;
payment system operators;
marketing service providers;
service delivery partners;
other contractors;
seeking professional advice (from accountants, auditors and lawyers, for example);
making payment claims, and complying with audit and other legal obligations to funders (such as a health insurer or Government, as applicable);
seeking services or a second opinion from, or making a referral to, third party healthcare providers;
to comply with a written request from you (or where you have otherwise consented to the disclosure);
to comply with a direction or order from a government, regulatory or statutory body (including a court or tribunal).
We may also disclose your personal information, including health information, where disclosure is considered necessary to prevent injury to life or health; for example, if we have reason to believe that:
you are thinking of taking your own life;
you are thinking of seriously harming yourself;
you have self-harmed or have been seriously hurt by someone else;
your physical or mental health is such that you require emergency medical treatment;
you are thinking of harming or have already attempted to harm someone else.
Security Of Your Personal Information
We take reasonable steps to protect the security of the personal information we hold; and guard against misuse, loss, and unauthorised access, modification or disclosure, through a combination of:
digital security of our electronic records, and safeguards against unauthorised interception or leaks of digital information;
physical security over our hard copy records and data stores (such as locks and security systems);
controlling access to electronic devices and systems, through the use of passcodes and two-factor authentication where feasible;
regular privacy and data security audits.
When we no longer require your personal information for a permitted purpose, or when we have been directly instructed by you to do so, we will take steps to securely destroy or de-identify your personal information in accordance with Australian laws.
Note that we may link you to other websites of interest, that are not BE websites and that are therefore not governed by this Privacy Policy. We are not responsible for the protection and privacy of any information you provide to another organisation on another website after using such a link to leave our website.
It is not possible to guarantee that data transmission over the internet, or information stored on servers accessible through the internet, will be fully secure.
Accessing And Correcting Personal Information
You have the right to access the personal information that we hold about you, and to ask that we correct any errors, inaccuracies or omissions.
You can contact us in writing, by email or by telephone to make a request. Our contact details are set out at the end of this Policy. We will always try to meet your request within a reasonable time.
We may require you to verify your identity before we can assist you.
In some circumstances, your request for access may be denied. These circumstances include:
if we no longer hold any personal information about you;
if your request is frivolous or vexatious;
if the information requested relates to existing or anticipated legal proceedings and would not normally be disclosed as part of those proceedings;
if providing access would be unlawful; and
if denying access is required or allowed by law.
If we deny you access to the information you have requested, we will give you written reasons when we respond to your request.
Overseas (Cross Border) Disclosure
From time to time we may engage service providers who are located overseas and/or who store information outside of Australia, for example cloud-based storage solutions. Whilst the use of overseas service providers will not always involve a disclosure of personal information, by providing us with your personal information, you consent to the possibility that it may be stored on overseas servers.
Prior to knowingly disclosing or allowing your personal information to be disclosed to overseas recipients, we will:
take reasonable steps to ensure that the recipient does not breach the APPs; or
seek to establish a reasonable belief that the overseas recipient is subject to protections which, overall, are at least substantially similar to those in the APPs (and which can be enforced).
If in future our cross border disclosure practices change, this will occur only in accordance with the requirements of the Privacy Act and the APPs.
Notifiable Data Breaches Scheme
In the event of any unauthorised access or unauthorised disclosure or loss of your personal information that is likely to result in serious harm to you, we will investigate and notify you and the Office of the Australian Information Commissioner in accordance with the Privacy Act.
Complaints About Your Privacy
In the event of any unauthorised access or unauthorised disclosure or loss of your personal information that is likely to result in serious harm to you, we will investigate and notify you and the Office of the Australian Information Commissioner in accordance with the Privacy Act.
Direct Marketing
Like most businesses, marketing is important to BE’s ongoing success. We have a unique range of services, and we like to stay in touch with our customers. We may provide you with information about new services, opportunities and promotions (either from BE, or from third parties) which we think may be of interest to you.
We will not disclose your personal information to third parties for marketing purposes without your consent.
You may opt out at any time if you no longer wish to receive marketing messages from us. You can make this request by unsubscribing from all future marketing messages by following the unsubscribe link included in our marketing material or by contacting us.
When entering information on any page on our website, there may be a ticked box that indicates that you agree to your information being used for marketing purposes, such as receiving emails about similar events or activities in the future. You can choose to indicate that you do not agree to your personal information being used in this way, by unticking the box.
Even if you have previously agreed to us using your personal information for marketing purposes, you may change your mind at any time.
Complaints About Your Privacy
If you believe your privacy has been breached or have any questions, concerns or a complaint about the way in which we manage your personal information you can contact us during our office hours. We will always try to respond to you and take any appropriate remedial action within a reasonable time. Any complaint should be in writing.
If we are unable to resolve a complaint with you directly, you may consider making an external complaint or lodge a formal complaint with the Office of the Australian Information Commissioner (for more information, please see www.oaic.gov.au).
This Privacy Policy is available on our website at www.belife.com.au. You can also contact us and request that we send you a copy of this Policy by email.
Our contact details are set out at the bottom of this Policy.
Other agencies to which clients may bring complains are as follows:
Australian Health Practitioner Regulation Agency (ahpra.gov.au)
Australian Psychological Society (psychology.org.au)
Changes To This Privacy Policy
This Privacy Policy may change from time to time. Any updated versions of this Privacy Policy will be posted on our website and will be effective from the date of posting.
This Policy was last updated 25 June 2024
How To Contact Us
By phone: 08 6285 7777
By email: hello@belife.com.au