How do I know my telehealth appointment is secure?

Is my telehealth appointment secure at Abby Health?

To keep a telehealth appointment secure in Australia, it must be delivered by a registered clinician through an encrypted, privacy-compliant service. Abby Health keeps every telehealth appointment secure end-to-end: the connection is encrypted, only verified patients can join, your identity is confirmed at the start of the consult, and we operate under Australia's Privacy Act and the Australian Privacy Principles. Calls are not recorded, and only the clinicians involved in your care can see what is discussed.

What does "secure telehealth" actually mean?

Security is not one feature — it is a stack of controls working together. For an Australian telehealth consult to count as secure, it should tick four boxes:

• Encryption — the call and any messages are encrypted in transit, so they cannot be read by anyone in between.
• Authentication — only the verified patient and the booked clinician can join.
• Access control — only the people involved in your care can see your record.
• Legal compliance — the service follows the Privacy Act 1988 and the Australian Privacy Principles.

Abby Health is built around all four. We are an online-first clinic, not an open video service — every consult runs through our verified, encrypted environment.

How does Abby keep my consult private?

Each consult is supported by the same controls:

• Encrypted connection — your video or phone consult is encrypted end-to-end while it travels.
• Verified identity — clinicians confirm your name, date of birth, and Medicare details before clinical decisions are made.
• No recordings — Abby does not record your video or audio. Clinicians take notes during the consult, just as they would in a clinic.
• Restricted access — your record can only be opened by the clinicians involved in your care, plus a small group of trained support staff with a clear service reason.
• Continuous monitoring — our systems are audited and access is logged so we can spot anything unusual.

You can see how the data flows in your data at Abby — where it's stored, who sees it.

Who can join my telehealth appointment?

Just you and the clinician booked for your consult. Family members or carers can join if you ask them to, and an interpreter can be arranged where needed. If you would prefer a phone consult instead of video — or you are calling from a low-bandwidth connection — that option is available and works through the same secure channel. Abby AI, our medical decision-support tool, prepares notes and surfaces your history for the clinician before the consult, but it does not join the call, diagnose, or prescribe. A clinician makes every decision.

What about my medical records?

Your record is encrypted at rest, stored in Australia, and protected under the Privacy Act 1988. Only the staff and clinicians who genuinely need to see it can — the principle of least access is built in. Patients also have rights under Australian privacy law: you can request access to your record, ask for corrections, and raise a concern with the OAIC. If you choose to share information with My Health Record, you control which providers see what.

What can I do on my side to stay secure?

A few small habits make a big difference:

• Take the call somewhere private — a quiet room at home is better than a shared workspace or a cafe on public Wi-Fi.
• Use the latest app version — updates often include security fixes.
• Keep your phone locked with a PIN, passcode, or biometric.
• Use a strong, unique password for your Abby account.
• Watch for scams — Abby will never ask for your full password or remote access. Read what Abby will never ask you to do.

If something feels off, follow how do I report suspicious activity.

What if I'm worried about a breach?

If a confirmed data breach affects your information and is likely to cause serious harm, Abby is required to notify you and the regulator under the Notifiable Data Breaches scheme. You can also raise a concern directly with the OAIC, the national privacy regulator. Our internal complaints process — including how to escalate — is set out in how do I provide feedback or make a complaint.

Are Abby's clinicians really registered?

Yes. Every doctor and nurse practitioner you see through Abby holds current AHPRA registration and is bound by the same professional standards as any clinician in Australia. You can read more in are Abby Health clinicians registered with AHPRA.

How Abby can help

If you would like to know more about how we protect your appointment, our team is here every day of the week. Read more at your data at Abby — privacy explained, or book a consult at abbyhealth.app. Abby appointments are bulk billed for eligible patients with a valid Medicare card.