Privacy Policy

1. Introduction

• This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

2. Why and when your consent is necessary

• REAL Health & Nutrition provides accredited dietitian and nutrition services in-person (Eltham, VIC) and via telehealth across Australia. Our services include clinical nutrition therapy, personalised dietary advice, sports and general wellness plans, and support for chronic conditions.

• When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

3. Bookings, Fees & Payments

• Consultation fees and service costs are listed on our website or communicated during booking.
• All sessions require a prior appointment, either in-person or via telehealth.
• Payment may be required at the time of booking or consultation. Accepted payment methods will be outlined during the booking process.
• If you’re eligible for rebates through Medicare, private health insurance, or NDIS, we can assist with documentation. However, you remain responsible for any unpaid balance unless otherwise agreed.

4. Cancellations & Rescheduling

• Please provide at least [24 hours] notice for cancellations or rescheduling.
• Late cancellations or missed appointments (“no-shows”) may incur the full consultation fee or a cancellation charge.
• REAL reserves the right to cancel or reschedule appointments for valid reasons (e.g. practitioner illness, emergency) and will notify you promptly.

5. Website Use & Intellectual Property

• All text, graphics, logos, and content on this website (“Content”) are the property of REAL Health & Nutrition or used under license.
• You may view or download content for personal, non-commercial use only.
• Reproduction, distribution, or commercial use of any content is prohibited without prior written consent.
• External website links are provided for convenience and do not imply endorsement or responsibility.

6. Privacy & Data Protection

• We value your privacy. Our privacy policy outlines how we collect, use, and protect your personal information.
• By booking a consultation or using our services, you consent to the collection of health-related and contact data for service provision, communication, and quality improvement.
• We comply with the Australian Privacy Principles under the Privacy Act 1988 and other relevant legislation.
• Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
• Your health information will not be used or sent to third parties that is not your direct health team without your permission and consent

7. Why do we collect, use, hold and share your personal information?

• Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
• Your health information will not be used or sent to third parties that is not your direct health team without your permission and consent

8. What personal information do we collect?

The information we may collect about you may include your:

• names, date of birth, addresses, contact details
• medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
• Medicare number (where available) for identification and claiming purposes
• healthcare identifiers
• health fund details.

9. How do we collect your personal information?

• Our practice may collect your personal information in several different ways.
• When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.
• During the course of providing medical services, we may collect further personal information. This practice may use My Health Record to obtain client/ patient information with consent.  
• We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
• In some circumstances, personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
• your guardian or responsible person
• other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
• your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).

10. How do we store and protect your personal information?

• Your personal information may be stored at our practice in various forms (eg electronic records, photos, videos CT scans, x-rays)
• Our practice stores all personal information securely. All electronic records are to be kept securely on a practice management software (currently Splose), with access monitored and regularly adjusted. M.R Nutrition continually aims to ensure security is upheld to the industry standard.

11. How can you access and correct your personal information at our practice?

• You have the right to request access to, and correction of, your personal information.
• Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing via email [email protected], our practice will respond within a reasonable time frame and aims for 7 day period response time.
• Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to Matthew Rigoni at [email protected]

12. Dealing with us anonymously

• You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

13. How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

• We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. Contact details for complaints may be made to Matthew Rigoni via email ([email protected]) or phone (+61 468 872 138) and will return contact within 7 days.
• You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

14. Telehealth & Remote Services

• For telehealth appointments, you must have access to a stable internet connection, camera or phone, and a private, quiet space.
• You understand that telehealth consultations may have limitations, such as the inability to perform physical assessments.
• If the practitioner deems telehealth unsuitable for your needs, you may be referred to in-person services.

15. Liability & Disclaimer

• Our services are provided in good faith by Accredited Practising Dietitians and qualified professionals.
• We do not guarantee specific results, as outcomes depend on individual factors, lifestyle, and adherence.
• Our advice is not a substitute for medical treatment. Always consult a GP or emergency service if you require urgent medical attention.
• We are not liable for indirect losses or events beyond our control.

16. Third-Party Billing, NDIS & Insurance

• If using private health cover, NDIS, or Medicare referrals, you are responsible for understanding your coverage.
• We assist with documentation but do not guarantee reimbursement.
• You are liable for full payment if third-party coverage is denied or partial.

17. Feedback, Complaints & Disputes

• We welcome feedback and encourage you to contact us if you are dissatisfied with any aspect of your service.
• As a health provider, refunds are not generally offered for services already delivered.
• Complaints can be submitted in writing and will be handled through our internal review process.
• You may also contact relevant regulatory bodies, such as DAA (Dietitians Australia), if needed.

18. Policy Changes

We may update these policies at any time. Changes will be reflected on this page with the latest revision date. Your continued use of our website or services implies acceptance of the revised terms.

Last Updated: 17/02/2026

For any questions about these policies, please contact us through our website or by email.