Your Privacy.

Privacy Policy

Cannawell Clinics Pty Ltd Trading as Trueleaf Clinics & Academy of Holistic Wellness Pty Ltd Trading as Trueleaf Dispensary Joint Privacy Policy.

1. Introduction

Our practice is committed to best practice in relation to the management of information we collect. This practice has developed a policy to protect patient privacy in compliance with the Privacy Act 1988 (Cth) (‘the Privacy Act’).  Our policy is to inform you of:

  • the kinds of information that we collect and hold, which, as a medical practice, is likely to be ‘health information’ for the purposes of the Privacy Act;

  • how we collect and hold personal information;

  • the purposes for which we collect, hold, use and disclose personal information;

  • how you may access your personal information and seek the correction of that information;

  • how you may complain about a breach of the Australian Privacy Principles and how we will deal with such a complaint;

  • whether we are likely to disclose personal information to overseas recipients;

2. What kinds of personal information do we collect?

The type of information we may collect and hold includes:

  • Your name, address, date of birth, email and contact details

  • Medicare number , DVA number and other government identifiers, although we will not use these for the purposes of identifying you in our practice

  • Other health information about you, including:

    • notes of your symptoms or diagnosis and the treatment given to you

    • your specialist reports and test results

    • your appointment and billing details

    • your prescriptions and other pharmaceutical purchases

    • your dental records

    • your genetic information

    • your healthcare identifier

    • any other information about your race, sexuality or religion, when collected by a health service provider.

3. How do we collect and hold personal information?

We will generally collect personal information:

  • from you directly when you provide your details to us. This might be via a face to face discussion, telephone conversation, registration form or online form

  • from a person responsible for you

  • from third parties where the Privacy Act or other law allows it - this may include, but is not limited to:  other members of your treating team, diagnostic centres, specialists, hospitals, the My Health Record system, electronic prescription services, Medicare, your health insurer, the Pharmaceutical Benefits Scheme

4. Why do we collect, hold, use and disclose personal information?

In general, we collect, hold, use and disclose your personal information for the following purposes:

  • to provide health services to you

  • to communicate with you in relation to the health service being provided to you. You may opt out of direct marketing at any time by notifying our practice.  You can do so by sending us a letter to 316 Chapel Street, Prahran VIC 3181 or email to clinic@trueleaf.au.

  • to comply with our legal obligations, including, but not limited to, mandatory notification of communicable diseases or mandatory reporting under applicable child protection legislation.

  • to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our ITC systems

  • for consultations with other doctors and allied health professional involved in your healthcare;

  • to obtain, analyse and discuss test results from diagnostic and pathology laboratories

  • for identification and insurance claiming

  • If you have a My Health Record, to upload your personal information to, and download your personal information from, the My Health Record system.

  • Our practice uses an electronic transfer of prescriptions service. Information can also be disclosed through an electronic transfer of prescriptions service.

  • To liaise with your health fund, government and regulatory bodies such as Medicare, the Department of Veteran's Affairs and the Office of the Australian Information Commissioner (OAIC) (if you make a privacy complaint to the OAIC), as necessary.

5. How can you access and correct your personal information?

You have a right to seek access to, and correction of the personal information which we hold about you.

For details on how to access and correct your health record, please contact our practice as noted below under ‘Contact Details’.

We will normally respond to your request within 30 days.

6. How do we hold your personal information?

Our staff are trained and required to respect and protect your privacy. We take reasonable steps to protect information held from misuse and loss and from unauthorised access, modification or disclosure. This includes:

  • Holding your information on an encrypted database. Your data is held on our 3rd party software partners secure systems. Halaxy. Your data is protected by robust security and encryption, your data is backed up daily and protected by bank grade security and encryption here in Australia, meaning that your data is secure at rest and in transit (where they are only accessible via TLS/SSL). Your data is stored safely here in Australia. Halaxy is hosted on Amazon Web Services (AWS). AWS physical access is controlled using human and video surveillance, intrusion detection systems, and world class security protocols. AWS has the following accreditations and certifications, among may more: PCI DSS Level 1 (Payment Card Industry Data Security Standard). ISO 27001 (Information Security Management System). FIPS 140-2 (United States Federal Information Processing Standard). More information can be found at https://www.halaxy.com/article/security.

  • Our staff sign confidentiality agreements

  • Our practice has document retention and destruction policies]

7. Privacy related questions and complaints

If you have any questions about privacy-related issues or wish to complain about a breach of the Australian Privacy Principles or the handling of your personal information by us, you may lodge your complaint in writing to (see below for details). We will normally respond to your request within 30 days.

If you are dissatisfied with our response, you may refer the matter to the OAIC:

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Fax: +61 2 9284 9666

Post: GPO Box 5218 
Sydney NSW 2001

Website: https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint

8. Anonymity and pseudonyms

The Privacy Act provides that individuals must have the option of not identifying themselves, or of using a pseudonym, when dealing with our practice, except in certain circumstances, such as where it is impracticable for us to deal with you if you have not identified yourself.  If you choose to not identify yourself and the provision of medical services is likely to be impacted, and billing via Medicare or a health insurer where applicable is likely to be impracticable.

9. Overseas disclosure.

We may disclose your personal information to the following overseas recipients:

  • any practice or individual who assists us in providing services (such as where you have come from overseas and had your health record transferred from overseas or have treatment continuing from an overseas provider)

  • overseas transcription services

  • overseas based cloud storage

  • anyone else to whom you authorise us to disclose it

10. Updates to this Policy

This Policy will be reviewed from time to time to take account of new laws and technology, changes to our operations and other necessary developments. Updates will be publicised on the practice's website.

11. Contact details for privacy related issues

Trueleaf Clinics & Dispensary

314 Chapel Street, Prahran VIC 3181

clinic@trueleaf.au

(03) 8373 7580

Terms & Conditions

Cannawell Clinics Pty Ltd Trading as Trueleaf Clinics & Academy of Holistic Wellness Pty Ltd Trading as Trueleaf Dispensary Joint Terms & Conditions Policy.

1. Introduction

Welcome to Trueleaf Clinics and Trueleaf Dispensary, operated respectively by Cannawell Clinics Pty Ltd and Academy of Holistic Wellbeing (collectively referred to as “Trueleaf”, “we”, “us”, or “our”).

By visiting our websites, accessing our services, or interacting with us in any capacity—online or offline—you agree to be bound by these Terms and Conditions (“Terms”), including our Privacy Policy and any additional agreements or consents you may accept through our platform.

These Terms apply to all users of our healthcare, wellness, education, and dispensary services.

2. Definitions

  • Platform: Any of our websites, apps, digital systems, or services used to deliver or manage our services.

  • Services: The range of offerings provided by Trueleaf Clinics and Trueleaf Dispensary, including but not limited to consultations, wellness programs, educational content, and medicine facilitation.

  • Clinic Services: Healthcare-related services provided through Trueleaf Clinics, including both telehealth and in-person consultations.

  • Healthcare Practitioners: Qualified professionals engaged by us, such as doctors, nurses, and allied health workers.

  • Medicine: Any therapeutic product prescribed or recommended by a practitioner.

  • Pharmacy: A third-party pharmacy that may dispense and deliver prescribed Medicines.

  • Fee: The applicable charge for using our Clinic Services.

3. Important Notice: No Emergency Care

Our Services are not designed to manage emergencies or urgent health issues. If you are experiencing a medical emergency, you should immediately call 000 or visit your nearest hospital emergency department.

If a member of our team has serious concerns about your immediate safety or mental health, we may be required to contact emergency services or other relevant authorities.

4. About Our Services

Trueleaf provides a range of clinical, wellness, and holistic health services, including:

  • Initial and follow-up consultations with doctors or nurses;

  • Assistance with prescriptions and pharmacy coordination;

  • Wellness and dispensary services;

All services are subject to professional discretion. The decision to prescribe any treatment or product lies solely with the practitioner after an appropriate clinical assessment.

We reserve the right to determine:

  • Which type of practitioner provides your care;

  • The frequency and duration of consultations;

  • Whether further consultations are necessary;

  • Whether to continue, delay, or decline service provision at any time.

5. Your Responsibilities

To access and use our Services, you agree to:

  • Provide accurate, complete, and up-to-date personal and health information;

  • Attend all scheduled consultations and follow any advice or treatment plans provided;

  • Use any prescribed medication only as directed and for personal use only;

  • Notify us promptly of any adverse reactions or concerns regarding prescribed products;

  • Maintain your relationship with your regular GP or specialist for ongoing care;

  • Ensure your behaviour is respectful and non-abusive towards our team and partners.

You may nominate someone (an "Authorised Representative") to assist you in communicating with us or managing aspects of your care. You remain responsible for their actions.

6. Eligibility

To use our Services, you must:

  • Be at least 18 years old;

  • Reside in Australia and have a valid Australian residential address;

  • Be legally capable of entering into a binding agreement;

  • Be accessing our Services on your own behalf, or with proper authority if acting for another.

By using our Services, you confirm that these conditions are met.

7. Appropriate Use

When using our Platform or communicating with our team, you must not:

  • Provide false or misleading information;

  • Engage in abusive, threatening, or inappropriate conduct;

  • Use the Services to pursue fraudulent or illegal activity;

  • Breach any applicable law or regulation.

Failure to comply with these guidelines may result in suspension or termination of your access to our Services.

8. Fees and Payment

Consultation fees and service charges are displayed at the time of booking. Payment is required in full at the time of booking unless otherwise specified.

Fees do not include the cost of Medicines or delivery charges.

Refunds may be provided if:

  • We cancel your appointment and are unable to reschedule it within a reasonable timeframe.

Please ensure you provide at least 24 hours notice prior to your appointment time if you need to cancel, by either calling or emailing us. 

  • If 24 hours notice or more is provided, you will receive a full refund. 

  • If under 24 hours notice is provided, you will only receive a 50% refund.

  • if you don't provide any notice, no refund is applicable.

All refunds will be processed via the original payment method.

9. Prescriptions and Medicines

Issuing a prescription is at the sole discretion of the practitioner following a clinical consultation. We may request supporting medical documentation before issuing or renewing any prescription.

All prescribed medicines:

  • Are intended only for the individual named on the prescription;

  • Must not be shared, resold, or transferred to others;

  • Should be used strictly as directed.

10. Ending Your Use of Our Services

We may suspend or terminate your access to the Platform or any of our Services if:

  • You breach these Terms;

  • You provide false or misleading information;

  • Your behaviour presents a risk to staff or other users.

You may cease using our Services at any time.

11. Intellectual Property

All content, branding, logos, platform functionality, and other materials provided via our Services are the intellectual property of Trueleaf or its licensors.

You must not copy, modify, distribute, or use our content for commercial purposes without written permission.

12. Privacy

We take your privacy seriously. Our Privacy Policy outlines how we collect, store, and use your personal information in accordance with applicable privacy laws. By using our Services, you consent to the handling of your information as described in that policy.

13. Limitation of Liability and Disclaimer

Our Services are provided on an “as is” and “as available” basis. We do not guarantee:

  • That the Platform will function without interruption or error;

  • Any particular health outcomes as a result of using our Services;

  • The availability or performance of any third-party provider or pharmacy.

To the extent permitted by law, we disclaim all liability for any direct or indirect loss, damage, or injury arising from:

  • Your use of the Platform or Services;

  • Reliance on information provided by us or through the Platform;

  • Issues with third-party products, pharmacies, or service providers.

Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law.

14. Indemnity

You agree to indemnify and hold harmless Trueleaf, its directors, employees, contractors, and affiliates from any loss, damage, cost, or expense arising from:

  • Your breach of these Terms;

  • Any unauthorised or unlawful use of our Services;

  • Any claim or legal action brought against us due to your actions or omissions.

15. Changes to These Terms

We may update these Terms from time to time. Updates take effect upon publication on our website or when otherwise communicated to you.

By continuing to use our Services after changes are made, you agree to be bound by the revised Terms.

16. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

17. Contact Us

If you have any questions about these Terms, please get in touch:

email: clinic@trueleaf.au
website: www.trueleaf.au