Privacy policy

Updated 24.04.2025

1. Who is We Lysn

Noii Health Pty Ltd, trading as We Lysn (ABN 38 668 231 776), with our registered address at 40/161 Castlereagh Street, Sydney NSW 2000, respects your right to privacy and complies with the Privacy Act 1988 (Cth) (“Privacy Act”).

The Privacy Act includes the Australian Privacy Principles (“APPs”), which regulate the collection, use, disclosure, quality, and security of personal and sensitive information. We Lysn also adheres to relevant State and Territory health privacy principles.

We Lysn owns and operates the digital platform and website available at www.welysn.com (collectively referred to as the “Platform”).

2. What We Do

The Platform provides confidential digital health services, primarily through telehealth and video consultations with registered health and wellbeing professionals. These include psychologists, social workers, counsellors, mental health nurses, psychiatrists, dietitians, and coaches (“Service Providers”).

3. Personal, Sensitive and Health Information

We Lysn is legally required to collect and retain certain personal and sensitive information, which may include (but is not limited to):

• Identifying details: name, address, date of birth, phone number, IP address, and device/location information.

• Sensitive information: health status, medical records, cultural background, sexual preferences, religious or philosophical beliefs, criminal history, etc.

This information is collected to support our service delivery and is handled in line with legal obligations under the Privacy Act and APPs.

When personal information is no longer needed for its intended purpose (unless legally required to retain it), We Lysn will take reasonable steps to de-identify or securely destroy it.

If you have questions about our privacy practices, please contact:

Compliance Officer

📞 1800 935 976 (1800WELYSN)

📧 customerservice@welysn.com

🌐 www.welysn.com

📬 40/161 Castlereagh Street, Sydney NSW 2000

4. Personal Information We Lysn Collects

The information We Lysn may collect includes:

• Contact and identification information.

• Health data (past, current, and future treatments or conditions).

• Records of telehealth sessions, referrals, prescriptions, and communication with Service Providers.

• Government identifiers (e.g. Medicare number).

• Demographic data (e.g. gender, Indigenous status).

• Information about emergency contacts, healthcare professionals, insurers, and employers.

• Website usage data collected via cookies and analytics tools, such as browser type, device information, referral sites, and session duration.

5. Storage of Personal Information

All personal information is securely stored using Amazon Web Services (AWS) on Australian servers. Access is limited to authorised We Lysn personnel and Service Providers. Security measures include:

• Multi-factor authentication

• Encryption and firewall protection

• Ongoing audits and compliance monitoring

We Lysn ensures secure handling of all information in accordance with the Privacy Act and will destroy personal data once it is no longer legally required.

By using our Platform, you consent to the storage of your personal information as described.

6. Purpose of Collecting, Holding and Using Personal Information

We Lysn may collect, use, and disclose personal information to:

• Deliver services and enable Service Provider engagement

• Communicate with you via email, SMS, phone or Platform notifications

• Maintain client records and manage service delivery

• Improve user experience, quality of service, and Platform functionality

• Conduct billing, compliance, training, and research activities

• Manage emergencies or public safety risks

• Fulfill legal obligations and assist with government reporting

• Health information is used solely for clinical care, legal compliance, or when de-identified for service improvement, research, or quality assurance.

Failure to provide required information may limit our ability to deliver services.

7. How Your Information Will Be Shared

Your information may be shared with:

• We Lysn’s related entities or corporate group

• Approved third-party providers (e.g. cloud services, IT support, auditors)

• Service Providers directly involved in your care

• Emergency services, where there's risk of serious harm

• Financial institutions for billing purposes

• Regulatory bodies or law enforcement, as required

In the event of a merger, acquisition or business restructure, We Lysn may disclose your personal information to a successor entity.

We Lysn will not share your personal information with external healthcare providers without your explicit consent unless legally required.

8. Access and Correction of Your Information

You may request access to or correction of your personal information at any time. Requests should be made in writing to our Compliance Officer (see contact details in Section 3). We Lysn aims to respond within 30 days.

In some cases, access may be denied where required by law or where disclosure would pose a serious threat to health or safety.

9. How to Lodge a Complaint

If you believe your privacy has been breached or mishandled, you may lodge a complaint with:

• We Lysn Compliance Officer (see Section 3)

• Office of the Australian Information Commissioner (OAIC) via oaic.gov.au

If your complaint concerns health information and you live in Victoria, NSW, or ACT, you can also contact the relevant state health complaints commissioner.

10. Other Websites

Our Platform may include links to third-party websites. These links are provided for convenience only. We Lysn is not responsible for the privacy practices or content of external websites. Please review their privacy policies separately.

11. Consent

You are not required to provide personal information; however, doing so is necessary for We Lysn to deliver services. By registering and continuing to use our Platform, you consent to the collection and use of your personal information in accordance with this Privacy Policy.

12. Updates

This Privacy Policy is current as of 24 April 2025. We Lysn reserves the right to update this document as needed. Any changes will be posted on www.welysn.com.