Last updated 5 November 2026.
About this policy
In this policy, "we", "us" and "our" means Life Gp Telehealth Pty Ltd, trading as My Nectar, of 16 Hertford Street, Caversham WA 6055. We provide telehealth consultations with GPs, Nurse Practitioners, psychologists, counsellors and other health practitioners.
We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and handle health records in line with applicable Commonwealth and Western Australian law and the Royal Australian College of General Practitioners (RACGP) Standards for General Practices.
What we collect
Personal information
- your name, date of birth, gender and contact details;
- your Medicare number, Individual Healthcare Identifier, concession or Department of Veterans' Affairs details, and private health fund details, where relevant;
- your emergency contact and next of kin;
- your regular GP and other treating practitioners;
- payment details, which are processed by our payment provider and not stored by us.
Health information
Health information is sensitive information and receives a higher level of protection. It includes your medical history, symptoms, diagnoses, clinical notes, medicines and prescriptions, allergies, test and imaging results, referrals, care plans, mental health information, Medicare and health fund claims, and details about your consultations such as the date, time, duration and practitioner.
We only collect health information with your consent, or where the law allows or requires it, and only what is reasonably necessary to provide your care.
Anonymity
Due to the nature of the health services we provide, it is generally impracticable for us to deal with individuals who have not identified themselves. Accurate identification is required to ensure the safety and continuity of clinical care, to comply with our legal and professional obligations under applicable health legislation, and to meet the requirements of Medicare and private health insurance billing. You may make a general enquiry without identifying yourself.
How we collect it
We collect information directly from you when you book, complete a form, contact us, or attend a consultation. With your consent, we may also collect information from other people involved in your care, such as your regular GP, specialists, pathology and imaging providers, hospitals, or My Health Record.
From time to time, we may receive personal or health information that we did not solicit. Where we receive unsolicited personal information, we will promptly assess whether that information is of a kind we could have collected under our standard collection practices. If it is not, we will destroy or de-identify it where it is lawful and reasonable to do so.
How we use it
We use your information to:
- provide, coordinate and follow up your health care, including through your shared care plan;
- communicate with you about appointments, results, reminders and your care;
- process payments, Medicare claims and health fund claims;
- meet our legal, professional and accreditation obligations, including quality improvement and clinical audit;
- respond to enquiries, feedback and complaints.
We do not use automated tools to make clinical decisions. Any tool that helps us administer our service is overseen by our staff, and every clinical decision, including any prescribing decision, is made by your practitioner.
Who we share it with
We may disclose your information to:
- practitioners within our team who are involved in your care, through your shared care plan;
- with your consent, your regular GP, specialists, allied health providers, pathology and imaging providers, and a pharmacy of your choosing;
- Medicare, the Department of Veterans' Affairs and health funds, for billing;
- service providers who help us operate, such as booking, telehealth, clinical software, IT, data hosting and payment providers, who are required to protect your information;
- others where the law requires or allows it, including to lessen or prevent a serious threat to someone's life, health or safety, under a court order, or for mandatory notifications.
We do not sell your personal information.
Overseas disclosure
We aim to store clinical records in Australia. Some of our service providers, such as email, analytics and communication platforms, may store or process data outside Australia, including in the United States. Where this happens we take reasonable steps to make sure the provider handles your information consistently with the APPs. We will not send your health information overseas for any other purpose without your consent.
Telehealth and identity
Consultations take place on secure platforms. We confirm your identity at or before each consultation, and your practitioner will ask who else, if anyone, is present with you. Please join from a private place. We do not record consultations without your express consent.
If your practitioner decides telehealth is not suitable for your concern, they will tell you and help you arrange in-person care.
With your consent, and subject to your My Health Record settings, we may view or upload information to My Health Record to support your care.
Storage and security
We store records electronically in secure clinical systems, protected by access controls, encryption and staff confidentiality obligations. Access is limited to people who need it to provide care or run our service. No system is completely secure, but we take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, modification or disclosure.
Data breaches
If a data breach is likely to result in serious harm to anyone, we will notify the people affected and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act. We assess suspected breaches promptly, and within 30 days.
Keeping records
We keep health records for at least seven years after the last entry, and for a person who was under 18 at the time of their last entry, until they turn 25, in line with RACGP guidance and applicable Commonwealth and Western Australian law. After that, records are securely destroyed or de-identified.
Access and correction
You can ask to see or get a copy of the information we hold about you, or ask us to correct it. We will respond within 30 days. In rare cases the law allows us to refuse access, and we will explain why in writing. We may charge a reasonable fee to cover the cost of providing copies, but never to make a request. You can also ask us to transfer your records to another practitioner.
Marketing
We only send marketing messages if you have expressly agreed to receive them, and every message lets you unsubscribe. We never use your health information to target marketing to you.
Cookies and tracking
Our website uses cookies and similar technologies to make the site work and, where enabled, to understand how it is used and measure the effectiveness of our advertising. Because the pages you visit on a health website can reveal sensitive interests, we do not send the content of forms or any health information to analytics or advertising platforms. You can block or delete cookies in your browser settings.
Complaints
If you are concerned about how we have handled your information, please contact our Privacy Officer using the details below. We will acknowledge your complaint promptly and respond in writing within 30 days.
If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992, or the Health and Disability Services Complaints Office (HaDSCO) in Western Australia at hadsco.wa.gov.au.
We may update this policy from time to time. The latest version is always on this page.
Contact us
Privacy Officer
Life Gp Telehealth Pty Ltd, trading as My Nectar
16 Hertford Street, Caversham WA 6055
Phone: 1300 375 403
Online: contact form