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CONSULTATIONS: Client Rights and Responsibilities

The naturopathic practitioners at, or associated with, Support Health adhere to the Code of Conduct of their relevant professional association and applicable Australian health regulations.

As a client you acknowledge and agree that:

• You are responsible for providing full, accurate, and honest information regarding your health conditions, health history, current medications, and any supplements you are taking.
• You will attend consultations on time. If you arrive more than 15 minutes late, the practitioner may, at their discretion, cancel the appointment without any obligation to refund your booking fee.
• Confidentiality will be respected in accordance with Australian privacy laws. However, there are circumstances where Support Health may be legally or ethically required to disclose information without your consent, including but not limited to:
  • Mandatory reporting of suspected abuse or neglect of children, elders, or dependent adults
  • Expressed threats of serious harm or violence towards an identifiable person
  • Concrete plans or immediate risk of suicide or self-harm
  • Lawful requests from courts, tribunals, or regulatory authorities

CONSULTATIONS: Practitioner Rights and Responsibilities

Practitioners working with or associated with Support Health commit to providing professional care in accordance with the Code of Conduct of their relevant professional association, Australian Consumer Law, and applicable health regulations.

Support Health practitioners agree to:

• Provide services within the scope of their professional training, qualifications, and registration.
• Deliver consultations with reasonable care, skill, and in accordance with accepted professional standards.
• Respect each client’s dignity, autonomy, cultural background, and right to make informed decisions regarding their health care.
• Maintain appropriate records of consultations, consistent with legal and professional requirements.
• Protect your privacy by keeping all health and personal information confidential, except where disclosure is required or permitted by law.
• Clearly explain the purpose, benefits, and potential risks of naturopathic care, and obtain informed consent before proceeding with treatment or recommendations.
• Refer clients to other qualified health professionals where care falls outside their scope of practice, or where specialist advice is appropriate.
• Reserve the right to decline or discontinue services if a client’s conduct is disruptive, abusive, or compromises practitioner safety.

CONSULTATIONS: Cancellation Policy

• Cancellation with at least 24 hours’ notice: full refund.
• Same-day cancellation: 50% refund.
• Failure to attend without notice: no refund.

If Support Health cancels for any reason, clients will be notified by SMS and email. Any pre-paid fees will be refunded in full. Support Health is not liable for any further loss or damage arising from cancellation.

ONLINE CONSULTATIONS

By participating in online consultations with Support Health, you acknowledge and agree to the following:

• Risks of online therapy: While all reasonable efforts will be made to protect your confidentiality, online consultations carry inherent risks. These include, but are not limited to:
  • Transmission disruptions or distortions due to technical failures.
  • Unauthorised interception of personal information during transmission.
  • Unintentional loss, corruption, or unauthorised access to electronically stored personal information.
• Privacy and confidentiality: Support Health practitioners are bound by Australian privacy and confidentiality legislation. Sessions must not be recorded by either party without the express consent of both practitioner and client.
• Client environment: You agree to access online sessions using a smartphone, computer, or webcam-enabled device, and to make reasonable efforts to participate in a quiet, safe, and private space that is free from distraction.
• Security responsibility: While Support Health uses secure platforms for consultations, you are responsible for ensuring your own device, internet connection, and chosen environment do not compromise confidentiality.
• Limitation of liability: Support Health is not responsible or liable for:
  • Technical failures, disconnections, platform errors, or delays beyond its control.
  • Security breaches, including hacking or unauthorised access by third parties.
  • Loss, alteration, or disclosure of information that arises from client-side hardware, software, or internet network vulnerabilities.

By proceeding with online consultations, you accept these risks and release Support Health, its practitioners, and affiliates from any liability for damages, losses, or claims connected with the use of telehealth platforms, except as required by Australian law.