Stay Safe with Abby Health: Protecting Your Information & Spotting Scams
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At Abby Health, your privacy, safety, and trust come first.
We know your personal and medical information is sensitive — and that scammers are constantly evolving their tactics to steal it. This post is part of our commitment to keeping you informed, so you can protect yourself online and know exactly how we protect you.
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We operate under the Australian Privacy Principles, the Notifiable Data Breach (NDB) Scheme, and other applicable laws, including GDPR and HIPAA where relevant.
Here's how we safeguard your information:
- Secure Storage in Australia: All health records are kept in encrypted electronic databases on secure servers in Australia, with strict role-based access controls.
- End-to-End Encrypted Consultations: All telehealth calls (video and phone) use secure, privacy-compliant technology.
- Regular Security Audits & Monitoring: We align our systems to the ACSC Essential Eight and ASD Information Security Manual (ISM) to reduce cyber risks.
- Strict Access Rules: Only authorised practitioners and care team members can view your records, and only when medically necessary.
- Independent Practitioners: Your care is delivered by AHPRA-registered clinicians, independent of Abby Health.
- Breach Response Readiness: We maintain an incident response plan to detect, contain, and notify you promptly in the unlikely event of a serious breach, following NDB requirements.
Read our full Privacy Policy | Terms & Conditions
Scammers often impersonate trusted healthcare brands to trick you. Be suspicious of any message that asks for personal or payment information. Look out for:
- Fake Urgency: Messages that create panic, e.g., “Your Abby Health account will be suspended unless you click here.”
- Bogus Refunds: Requests for your bank details to process a fake “reimbursement” or “overpayment.”
- Malicious Links or Attachments: Emails or texts telling you to click a link or open a file to see results or update details. Always hover over a link to see its true destination.
- Impersonation Calls: Someone claiming to be from a doctor's office or Abby Health asking for passwords, Medicare numbers, or credit card details over the phone.
- Piggybacking on Real News: Criminals often exploit news about real security incidents to make their fake messages sound more convincing.
Simple steps make a big difference.
| Tip | Why It Matters |
|---|---|
| Verify the sender | All official emails come from @abbyhealth.app. If in doubt, don't click — contact us directly. |
| Don't share passwords or codes | We will never ask for these via email, SMS, or phone. |
| Use strong, unique passwords | Combine upper/lowercase, numbers, and symbols for all your accounts. |
| Enable multi-factor authentication (MFA) | Adds an extra security layer, stopping scammers even if they steal your password. |
| Update your software | Ensures the latest security protections are installed on your phone and computer. |
| Check your account regularly | Look for logins or actions you don't recognise. |
If something feels off, act quickly:
- Stop and think. Don't click, reply, or provide any information until you're sure it's genuine.
- Report it to us immediately.
- Live chat in the Abby Health app for instant support.
- Email support@abbyhealth.app to report suspicious messages.
- For privacy requests (access, correction, complaints), email privacy@abbyhealth.app.
- Reset your password and enable MFA if you haven't already.
- Follow our guidance. If we ever confirm a breach, we will contact you directly to explain what happened, what data was affected, and exactly what steps to take.
Our Commitment to Transparency.
Healthcare information is among the most valuable data to criminals. Unlike a credit card that can be cancelled, your personal health information is permanent. In the wrong hands, it can be used for identity theft, insurance fraud, and highly targeted phishing attacks. By being aware, you are a critical part of the defence.
We take proactive steps so that if something does happen, we can demonstrate — to you and to regulators — that we've applied strong security controls, aligned with Australian and international standards, and acted promptly to protect your interests.
Editorial Standards
Notice something that doesn’t look right? Let us know at support@abbyhealth.app
The information reflects guidance available as of the "last updated" date shown above. Medical knowledge evolves, and individual circumstances vary — always discuss decisions about your care with a qualified clinician.
In an emergency, call 000 or attend your nearest emergency department. Abby Health is not an emergency service. For mental health crisis support, call Lifeline on 13 11 14.
If you have feedback or believe any information in this article requires correction, please contact our editorial team at support@abbyhealth.app. Abby Health complies with AHPRA advertising standards and the Australian Commission on Safety and Quality in Health Care's National Safety and Quality Health Service Standards.
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