Privacy Policy

1. Who this Policy Applies to

This policy applies to people who visit our website, create or manage a member account, communicate with our pharmacists or support team, or use Medication Coach on another person's behalf. Health information is sensitive information under Australian privacy law.

2. Information We Collect

Depending on how you use the service, we may collect:

• identity and contact details, including name, date of birth, address, email and phone number;
• account details and authentication records;
• medication information, allergies, adverse reactions, symptoms, diagnoses, test results, treatment goals, prescriber details, and pharmacist notes;
• reports, recommendations, follow-up responses and communications;
• authority or relationship information when a carer or representative acts for a member;
• subscription, invoice and transaction records; and
• technical information such as IP address, access logs, cookies and analytics.

3. How We Collect Information

We usually collect information directly from you through registration forms, the member portal, consultations, uploaded documents, email, or telephone. With your consent or where permitted by law, we may receive information from your nominated healthcare professional or pharmacy.

4. Why We Collect and Use Information

We collect and use information reasonably necessary to maintain your medication record, provide pharmacist review reports, process payments, and comply with legal obligations.

5. Your Health Information Consent

When you register, we ask for express consent to collect and use health information for the service. Consent must be informed, voluntary, current and specific. You may withdraw consent at any time by contacting admin@medicationcoach.com.au.

6. When We Disclose Information

We disclose information only as reasonably necessary to authorised staff, nominated doctors or pharmacists (when requested by you), cloud infrastructure vendors under strict privacy terms, or when required by law.

7. Overseas Processing

Some technology providers may store or process information on Australian-based cloud servers (e.g., AWS / Azure Sydney region). Before using any provider, we take reasonable steps required by Australian privacy law to manage privacy risks.

8. Storage and Security

We take technical and organizational steps to protect information, including AES-256 encryption at rest, TLS 1.3 encryption in transit, role-based access controls, multifactor authentication for staff, audit logs, and regular backups.

9. Retention and Deletion

We keep personal and health information for as long as needed to meet legal, professional, insurance, and clinical-record obligations (typically 7 years for adults, or age 25 for minors). Closing an account does not erase records required by health law.

10. Access and Correction (APPs 12 & 13)

You may ask to access personal information we hold about you or to correct information that is inaccurate by emailing admin@medicationcoach.com.au. We will respond within the period required by law.

11. Data Breaches

We maintain procedures under the Notifiable Data Breaches (NDB) scheme. If a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC).

12. Cookies and Analytics

Our website uses essential cookies for secure login and account functionality. Non-essential analytics cookies require your explicit consent.

13. Marketing Communications

Marketing consent is optional and separate from health service consent. You may opt out or unsubscribe at any time using the link in any promotional message.

14. Privacy Questions and Complaints

Contact our Privacy Officer at admin@medicationcoach.com.au or phone 0472623322. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner at www.oaic.gov.au.

15. Changes to this Policy

We may update this policy when our services or legal obligations change. Current versions will always be published on our website.