Privacy, discretion and who handles your script

Medication is personal. Here's how we keep it that way.

Who sees my prescription?

Three parties:

• Your Abby clinician — the person who prescribed it
• A licensed Australian pharmacist — who dispenses it at one of our partner pharmacies
• The courier — who sees the address label, not the contents

For commercial purposes, your prescription details are not shared outside this chain. Abby Health does not sell your data, and we don't share it with advertisers, insurers or third parties for marketing. Limited disclosures may be required by law in specific circumstances — for example, a lawful request from a regulator or court, or where sharing is necessary to provide your care safely. These are set out in our Privacy Policy.

Is the packaging discreet?

Yes. Your medication is delivered in a plain outer parcel with no medication name, condition, or health branding visible. The only identifiers on the outside are the delivery label and the shipping carrier's branding.

Inside the parcel, your medication is packaged in its original manufacturer packaging with dispensing labels and any patient information leaflets, as required by Australian law.

Can I have it delivered somewhere other than my home?

Yes. On the Find delivery address screen you can save multiple delivery addresses — home, work, a parent's place, wherever suits. You can pick a different address for each order, or change the default.

A couple of things to keep in mind:

• The address needs to be a place you can receive a parcel (PO boxes are supported in most cases)
• For controlled medications that need a signature, you'll need someone 18+ at the address to sign

Which pharmacies dispense my medication?

Abby Health works with a network of licensed Australian pharmacies that dispense and deliver medication orders on our behalf. Every pharmacy in the network is registered with the Pharmacy Board of Australia and bound by the same privacy laws as any pharmacy you'd walk into today.

We chose a network model rather than building our own pharmacy from scratch because it lets us reach more of the country — metropolitan, regional and remote — without duplicating infrastructure that already works well.

How is my health information stored?

Your health information is held under Abby Health's privacy policy and handled in line with:

• The Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth)
• The My Health Records Act where relevant
• State and territory health records legislation

Only the clinicians and care team members directly involved in your care can see your full record. Access is logged and audited.

Read the full Abby Health Privacy Policy at abbyhealth.app/privacy.

Is Abby AI looking at my prescription?

Abby AI is our medical AI. It supports your clinician by surfacing your history, any relevant context, and follow-up reminders. It does not diagnose, prescribe, or replace your clinician's judgment — and it does not share your information outside your care.

When your clinician writes a script, Abby AI may help with reminders and follow-up (for example, prompting for a review before your repeats run out). The prescription decision is always made by a human clinician.

Can I talk to my clinician without using video?

Yes. Your Abby clinician can consult with you by video, audio-only, or — for some follow-ups — secure messaging. Choose whichever feels most comfortable.

For patients who'd prefer extra discretion, audio-only appointments are supported for most consultations.

Who do I contact with a privacy concern?

• For general privacy questions or to request access to your data, email privacy@abbyhealth.app
• To speak with someone directly, open the Abby app and tap Need some help? → Speak with Mae, Catherine or Dom from customer service
• To raise a concern with the Office of the Australian Information Commissioner (OAIC), visit oaic.gov.au

We take privacy seriously. Every query is reviewed by our privacy officer.

Find Comfort. Abby Health. Knowing someone cares.