Privacy Policy


  1. Hello Mello Pty Ltd (“we/us”) recognises the importance of your privacy, and that you have a right to control how your personal information is collected and used. We know that providing personal information is an act of trust and we take that seriously. Unless you directly give us consent to do otherwise, we will only collect and use your personal information as set out below. Our privacy policy is intended to represent industry best practice and comply fully with the Privacy Act 1988 and other privacy laws in Australia.
  1. Please also visit and read our Terms and Conditions. Under the Terms and Conditions, you acknowledge the content of this Privacy Policy and provide your consent to your personal information being handled in the manner set out in this Privacy Policy. Further, by accessing or using our website ( (“Website”) and related social media sites you agree to the terms of our Privacy Policy and consent to the handling of your personal information in the manner detailed in our Privacy Policy.


  1. Our website provides an online service which is a method for you to access registered doctors and pharmacists to Our Website is an online platform that connects customers with registered doctors and pharmacists who prescribe, prepare and dispense prescription medicines and we act as a payment collection agent for doctors and pharmacists each time a customer transacts on, or via, our Website (“Services”). In order to facilitate this process, we will collect Personal Information and Sensitive Information from you through our Website.
  2. “Personal Information” is information or an opinion about you which identifies you, or which is reasonably capable of identifying you, whether or not the information is true or recorded in a material form.
  3. We will only collect and hold Personal Information about you that is reasonably necessary to undertake our business activities and functions, deliver our website and the Services to you, or as otherwise permitted by law. 
  4. The type of Personal Information that we collect and use depends on the type of dealings that you have with us and includes the following:
    • contact details (for example, full name, address, date of birth, mobile and telephone numbers and email address);
    • member account details (for example, username and password);
    • information relating to your dealings, or enquiries you have made, with us, including information about the products or services you have ordered;
    • payment and billing information;
    • information regarding your access and use of our Website, including location information, your computer’s internet protocol (IP) address, unique device identifier, browser characteristics, device characteristics, operating system, language preferences, referring URLs, information on actions taken on your Website, dates and times of visits to our Website and other usage statistics; 
    • other information that you provide to us or that we may collect in the course of our relationship with you; and
    • information provided by or on behalf of applicants for employment.
  1. “Sensitive information” such as information or opinions about your health, political affiliations, sexual preferences, religious beliefs, racial or ethnic origin or other such private information.
  2. The type of Sensitive Information that we collect and use includes the following:
    • medical and treatment history;
    • family medical history (where relevant);
    • medication and/or courses of treatment (current and historical); 
    • general health information;
    • government identifiers, such as your Medicare and pension veteran affairs numbers and aged care provider numbers or identifies;
    • any other health information that the registered doctors and pharmacists who prescribe, prepare and dispense prescription medicines may request. 
  3. From hereon in, when we refer to “Personal Information” this includes Sensitive Information.


  1. hellomello™ may collect information when you access and use our Website by utilising features and technologies of your internet browser, including cookies and similar technologies. A cookie is a piece of data that enables us to track and target your preferences. 
  2. The type of information we collect may include statistical information, details of your operating system, location, your internet protocol (IP) address, the date and time of your visit, the pages you have accessed, the links which you have clicked and the type of browser that you were using.
  3. We may use cookies and similar technologies to: 
    • enable us to identify you as a return user and personalise and enhance your experience and use of our Website; and
    • help us improve our service to you when you access our Website and to ensure that our Website remain easy to use and navigate.
  4. Most browsers are initially set up to accept cookies. However, you can reset your browser to refuse all cookies or warn you before accepting cookies. 
  5. If you reject our cookies or similar technologies, you may still use the Website but may only have limited functionality of the Website. 
  6. We may also use your IP address to analyse trends, administer the Website and other websites we operate, track traffic patterns and gather demographic information. 
  7. Your IP address and other Personal Information may be used for credit fraud protection and risk reduction.

How we collect Personal Information from you

  1. hellomello™ collect your Personal Information in several ways, including: 
    • through your use, or orders, of our Services (and our records of these); 
    • when you visit the Website or submit information through the Website, contact us, or complete any forms or documents for our Services;
    • when apply for employment with us;  
    • from third parties (such as your registered doctors or pharmacist);
    • from publicly available sources of information; 
    • where it is impracticable for us to seek your consent (such as during a medical emergency); and
    • when otherwise legally authorised or required to do so.
  2. The Personal Information we collect will track and enhance your use of the Website and our Services and assist us in providing a better Service to you.
  3. By providing your Personal Information to us, you acknowledge that you are authorised to provide such information to us.
  4. When we collect Personal Information directly from you, we will take reasonable steps to notify you at, before, or as soon as practicable after, the time of collection.

Collection from an authorised representative

  1. When we collect your Personal Information from your authorised representative (eg legal guardian, family member or carer), we will take reasonable steps to make sure you are aware of the collection.
  2. If you provide us with Personal Information about another individual (as their authorised representative), we rely on you to: 
    • inform them that you are providing their Personal Information to us; and  
    • advise them that they can contact us for further information. 
  3. You must take reasonable steps to ensure the individual is aware of, and consents to, the matters outlined in this Privacy Policy, including that their Personal Information is being collected, the purposes for which that information is being collected, the intended recipients of that information, the individual’s right to access that information, and who we are and how to contact us. 
  4. Upon our request, you must also assist us with any requests by the individual to access or update the Personal Information you have collected from them and provided to us.

Purposes of Use and Disclosure

  1. hellomello™ do not sell or share your Personal Information with advertisers or third party sellers or suppliers. We use and disclose your Personal Information for the purposes for which the information is collected, including (but not limited to):
    • providing or delivering our Services to you;
    • assisting with, or responding to, your queries;
    • informing you about our Website, Services or other matters which we believe are of interest to you (such as recruitment or job opportunities);
    • to establish and maintain records of employment, for recruitment of staff, workplace health and safety purposes and for other employment-related purposes;
    • share with our Third Party Providers;
    • administer, improve and manage our Services and Website (including content on our Website);
    • charge and bill you for the use of our Services;
    • identity verification;
    • research, planning and development purposes; 
    • for fundraising and direct marketing purposes (see section 44 below); and
    • complying with our legal and regulatory obligations.
  2. We may disclose your Personal Information to our network of registered doctors for the purpose of determining whether it is appropriate and safe to prescribe prescription medicines to you. If a registered doctor from our network prescribes prescription medicines to you, we will share and disclose your Personal Information to our partner pharmacists for the purpose of preparing and delivering your prescription medicines.

Disclosure to Third Parties

  1. In order to provide or deliver our Website and Services to you we may disclose your Personal Information to:
    1. our related bodies corporate, business partners, service providers, third party contractors, agents or suppliers, external business advisors and other authorised external service providers who perform functions on our behalf, website developers, account and billing software services providers and banking, fulfilment specialists, couriers, legal and accounting providers); and
    2. our network of registered doctors and our partner pharmacist, (collectively, Third Party Providers).
    3. law enforcement bodies or regulatory authorities to assist with their functions, or as otherwise required or authorised by law.
  2. Prior to the disclosure of Personal Information to Third Party Providers, we will take such steps as reasonable in the circumstances to ensure that the Third Party Providers treat your Personal Information securely and otherwise complies with the relevant Australian Privacy Principles in relation to the Personal Information.
  3. Third Party Providers may request Personal Information from you directly. For example, a registered doctor may request further information from you via our Website or directly (eg email or telephone). You acknowledge that the doctor may provide this information, or copies of relevant exchanges between you and the doctor, to us. You consent to this and agree that we may handle that information in the manner detailed in this Privacy Policy.

Third Party Payment Processor

  1. We use third party payment processors, Pinch Payments, to process payments made to us. In connection with the processing of such payments, we do not collect, process, use, share, store or disclose any Personal Information or payment information (such as credit card and bank account details). Rather, all such information is provided directly to our third party processor, Pinch Payments, whose use of your Personal Information is governed by their privacy policy, which may be


  1. hellomello™ will not disclose your Personal Information to any third party (other than our Third Party Providers) without your written consent, unless: 
    • we are otherwise required by law; 
    • we are permitted to under this Privacy Policy; or 
    • such disclosure is, in our opinion, reasonably necessary to protect our rights or property, avoid personal injury or death to any person or ensure the proper functioning of the Website. 
  2. This Privacy Policy only covers the use and disclosure of information we collect from you. The use of your Personal Information by any third party is governed by their privacy policies and is not within our control. 

Marketing Communications

  1. hellomello™ may use and disclose your Personal Information to send you information about our Website and the Services, as well as other information that may be of interest to you. We may send this information in a variety of ways, such as by mail, email, SMS, telephone, social media or by customising online content and displaying advertising on our Website. 
  2. If you do not wish to receive any of these marketing communications, you can opt out by following the unsubscribe instructions included in the relevant marketing communication, or by contacting us using the contact details set out in section 44 below. 

Overseas disclosures of Personal Information

  1. In the course of providing you with our Website and Services, it may become necessary or desirable to disclose Personal Information to Third Party Providers located overseas. The countries in which these overseas recipients may be located will depend upon the individual circumstances. 
  2. The laws where these overseas recipients may be located provide various levels of protection for Personal Information which are not always equivalent to the level of protection that may be provided for in Australia. Where we transfer your Personal Information overseas, we will take reasonable steps to ensure that your Personal Information is treated securely, and that the means of transfer provides adequate safeguards.

Notifiable Data Breaches Scheme

  1. In the event of any loss, or unauthorised access or disclosure of your Personal Information that is likely to result in serious harm to you, we will investigate and notify you and the Australian Information Commissioner as soon as practicable, in accordance with notifiable data breach scheme contained in Part IIIC of the Privacy Act 1988 (Cth).

Security of your Personal Information

  1. We take steps reasonable in the circumstances to ensure that the Personal Information it holds is protected from misuse, interference and loss and from unauthorised access, modification or disclosure. For example, Personal Information is stored on secure servers that are protected in controlled facilities. We require our employees and data processors to respect the confidentiality of any Personal Information held by us.
  2. The transmission of information via the Internet is not completely secure. We cannot guarantee the security of your data transmitted to our online services and any transmission is at your own risk. 
  3. We will destroy or de-identify Personal Information in circumstances where it is no longer required, unless we are otherwise required or authorised by law to retain the information.

Access to Information

  1. If at any time you want to know exactly what Personal Information we hold about you, you are welcome to access your record by e-mailing us at  This information will be made available to you within 10 business days.
  2. If at any time you wish to change Personal Information that is inaccurate or out of date, please contact us by e-mailing us at and we will amend this record. If you have an account with us you may also be able to update certain information through your account.
  3. If we provide you with a username and password you are responsible for the security of your password and log-in information. You take responsibility to ensure the confidentiality of this information.

Privacy complaints

  1. If you have any complaints or issues you wish to raise with us regarding the way we have handled your Personal Information, or would like to discuss any issues about our Privacy Policy, please contact us directly by email Please provide us with full details of your complaint and any supporting documentation.
  2. We will respond to you within a reasonable period of time to acknowledge your complaint and inform you of the next steps we will take in resolving your complaint. At all times, we will treat your privacy complaint seriously and in a confidential manner. 
  3. If you are unhappy with a response that you have received from us, you may direct your complaint to the Office of the Australian Information Commissioner.

Changes to this policy

  1. From time to time, our policies will be reviewed and may be revised. We reserve the right to change our Privacy Policy at any time and notify you by posting an updated version of the policy on our Website.  You should check our Privacy Policy from time to time to ensure you are aware of any changes.  By accessing our Website after a change to our Privacy Policy, you agree to the terms of the Privacy Policy as at the date of that access.
  2. We are always very happy to answer any questions you may have regarding privacy or security, via our contact form on our contact page or by email at