Privacy Policy:
Lume Healing respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how Lume Healing collects, uses, stores and protects personal information when you visit our website, contact us, make an enquiry, book an appointment, purchase a product or engage with our services.
Because some Lume Healing services involve counselling, wellbeing and disability support, we may also collect sensitive and health information. This information is handled with particular care and in accordance with applicable Australian privacy laws and professional obligations.
What Information We Collect
Depending on how you interact with Lume Healing, we may collect information such as:
- Your name and contact details
- Appointment and booking information
- Information you provide through website forms, email or phone enquiries
- Payment and transaction information
- Information relevant to the services you are seeking
- Health, wellbeing or disability-related information where required to provide a service
- Website usage information, such as browser, device or analytics data
We aim to collect only information that is reasonably necessary for the services we provide.
How We Collect Information
Personal information may be collected when you:
- Contact Lume Healing by phone, email or website form
- Book or attend an appointment
- Complete an intake, referral or consent form
- Purchase a product or service
- Subscribe to communications
- Engage with our website
Where appropriate, information may also be provided by an authorised representative, referring professional, support coordinator, family member or other person involved in your care or support.
How We Use Your Information
Personal information may be used to:
- Respond to enquiries
- Provide counselling, wellbeing, NDIS or other services
- Manage appointments and bookings
- Communicate with you about your services
- Process payments
- Maintain appropriate records
- Coordinate services or communicate with other professionals where authorised
- Meet legal, professional, administrative and regulatory obligations
- Improve our website and services
Health information is generally collected and used where it is reasonably necessary to provide the relevant health or support service and where appropriate consent has been obtained.
Client Privacy & Confidentiality:
Information shared during counselling and other client services is treated as confidential and handled in accordance with relevant privacy legislation and professional obligations.
Before commencing counselling or other applicable client services, you may be provided with a separate Client Privacy Statement and Consent Form explaining in more detail how your personal and health information is collected, stored, used and disclosed.
There are limited circumstances where information may need to be disclosed without consent, including where disclosure is required or authorised by law or where permitted under relevant privacy legislation.
Where possible and appropriate, Lume Healing will discuss the need for disclosure with you.
Sharing Your Information
Lume Healing does not sell or trade your personal information.
Information may be shared with third parties where reasonably necessary to provide or administer services, where you have provided consent, or where disclosure is required or authorised by law.
This may include, where relevant:
- Referring or treating professionals
- NDIS-related providers or representatives
- Victims of Crime or Financial Assistance Scheme services
- Plan managers or support coordinators
- Administrative, booking, payment or technology service providers
- Professional advisers where necessary
Only information relevant to the purpose will be shared wherever possible.
Storage & Security
Lume Healing takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Information may be stored electronically or in secure digital systems used for administration, booking, communication and clinical record keeping.
Access to client information is limited to those who require it for legitimate professional or administrative purposes.
Website, Cookies & Analytics
The Lume Healing website may use cookies or analytics tools to understand how visitors use the website and to improve functionality and user experience.
These tools may collect information such as device type, browser, pages visited and general website activity.
You can adjust your browser settings to limit or disable cookies if you prefer.
Third-Party Services
Our website and business may use third-party providers for services such as:
- Online bookings
- Website hosting
- Payment processing
- Analytics
- Forms and questionnaires
- Video or telehealth platforms
These providers may collect or process information in accordance with their own privacy policies.
Accessing or Correcting Your Information
You may request access to personal information held about you or ask for information to be corrected if you believe it is inaccurate, incomplete or out of date.
Requests can be made by contacting Lume Healing.
In some circumstances, access may be limited or refused where permitted by law.
Privacy Concerns or Complaints
If you have a question, concern or complaint about how your personal information has been handled, please contact Lume Healing so we can review and respond to your concerns.
Email: lumehealing@outlook.com
If you are not satisfied with the response, you may also contact the Office of the Australian Information Commissioner (OAIC) for further information or guidance.
Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes to our services, systems or legal obligations.
The most current version will be published on the Lume Healing website.
Last updated: September 2026