Privacy Policy
Last updated: 13 August 2026
Balance Nutrition (“we”, “our”, “us”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.balancenutrition.com.au or engage with our services.
1. Information We Collect
We may collect:
Personal information, such as your name, address, date of birth, telephone number and email address.
Health information provided through enquiries, forms, consultations or communications with us. Health information is classified as sensitive information under the Privacy Act 1988.
Appointment, referral, billing and service information.
Payment and transaction information required to process payments and manage your account.
Technical information, such as your IP address, browser type and information collected through cookies when you use our website.
2. How We Collect Information
We generally collect personal information directly from you when you:
Book an appointment or make an enquiry.
Complete a form or provide information during a consultation.
Communicate with us by telephone, email, SMS or another communication method.
Make a payment or choose to save a payment method.
Access or use our website, including through cookies and analytics tools.
We may also receive information from another person or organisation involved in your care, such as a healthcare professional, parent, guardian, authorised representative, insurer or funding body, where you have provided consent or where otherwise permitted by law.
3. How We Use Your Information
We may use your personal information to:
Provide dietetic and related health services.
Assess your health needs and support your care.
Manage appointments, referrals, billing, payments and administration.
Communicate with you regarding your care and our services.
Communicate with other healthcare professionals involved in your care.
Maintain clinical, financial and business records.
Improve our website, services and client experience.
Meet our legal, regulatory and professional obligations.
4. Use of Splose and AI-Assisted Tools
Balance Nutrition uses Splose as its practice management system to manage appointments, health records, communications, billing and other administrative and clinical processes.
Splose includes artificial intelligence-assisted features that may be used to support clinical documentation and administrative tasks. Any AI-generated content used in connection with client care is reviewed and approved by the treating dietitian before being added to the client’s health record or otherwise relied upon.
AI-assisted tools support documentation and administration and do not replace professional clinical judgement. We take reasonable steps to ensure that these tools are used appropriately and that personal and health information is handled securely and in accordance with applicable privacy requirements.
Clients will be informed where an AI-assisted feature involves recording or transcribing a consultation and may decline its use.
5. Payment Information and Stored Payment Methods
Payments are securely processed through Stripe, an external payment provider.
Clients may choose to securely save a nominated credit or debit card through Stripe for future payments. Saving a payment method is optional and is not a condition of receiving services.
Saved card details are securely stored by Stripe. Balance Nutrition and Splose do not store or have access to the client’s full card number.
Saving a payment method does not, by itself, authorise Balance Nutrition to charge the card. A stored payment method will only be used after the client provides verbal or written authority. Authority may be provided during an appointment, by telephone, email, SMS or another written or electronic communication.
If a payment attempt is unsuccessful, Balance Nutrition may contact the client to arrange an alternative payment method or obtain authority for another attempt. We will not repeatedly attempt to charge a stored payment method without the client’s authority.
Stripe handles payment information in accordance with its privacy policy and security practices.
6. Disclosure of Information
We do not sell or trade personal information.
We may disclose personal information to:
Healthcare professionals involved in your care, with your consent or where otherwise permitted by law.
Parents, guardians or authorised representatives, where appropriate and permitted.
Service providers that assist us in operating our business, including practice management, communications, information technology, payment processing, accounting and secure document-storage providers.
Insurers, funding bodies or authorised representatives where required to manage or claim payment for services.
Regulators, professional bodies, legal advisers, courts or government authorities where required or permitted by law.
We limit disclosures to the information reasonably necessary for the relevant purpose.
7. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Health records and other personal information are stored securely using physical and electronic safeguards appropriate to the nature of the information. Records are retained in accordance with applicable legal, professional and recordkeeping requirements.
Payment card details saved through Stripe are held by Stripe and are not stored in full by Balance Nutrition or Splose.
8. Cookies and Website Analytics
Our website may use cookies and analytics tools, such as Google Analytics, to understand how the website is used and to improve its performance and user experience.
You may disable cookies through your browser settings. However, doing so may affect the operation of some website features.
9. Access and Correction
You may request access to the personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
Requests may be made using the contact details below. In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will explain the reason where appropriate.
10. Overseas Disclosure
Some external or cloud-based service providers may store or process information outside Australia.
Where we use an overseas service provider, we take reasonable steps to assess its privacy and security practices and ensure personal information is handled appropriately and in accordance with applicable Australian privacy requirements.
11. Privacy Complaints
If you have a concern or complaint about how we have handled your personal information, please contact us using the details below. We will review your concern and respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au.
12. Contact Us
If you have questions about this Privacy Policy or how your personal information is handled, please contact:
Balance Nutrition
Email: hello@balancenutrition.com.au
Phone: 07 4566 0765
Website: https://www.balancenutrition.com.au