Your Privacy is extremely important. Milk and Kindness is committed to respecting your privacy and upholding the security of your personal information, so you can feel confident when interacting with our services.  

Milk and Kindness is committed to providing you with the best possible customer service experience while protecting your personal and health data. Milk and Kindness is bound by the Privacy Act 1988, which sets out a number of principles concerning the privacy of individuals. This Privacy Policy relates to both use of this website and the clinical and practice management aspects of Milk and Kindness

Collection of your personal information

We collect personal information you provide to us directly, for example, in person during a lactation consultation, over the phone, by email, or through our website. 

If you choose to make a booking with Milk and Kindness, or pay for services, via our website, we use third parties to collect personally identifiable personal, financial and health data in accordance with Australian Law (Privacy Act 1988), and collection of personal and health data in Western Australia. On occasion these third party providers use cloud storage of your personal, financial and health data which may be stored in Australia or offshore.

Milk and Kindness will protect the privacy of your personal health information as required by the Code of Professional Conduct of the International Board of Lactation Consultant Examiners, the Privacy Act 1988 (Cth).

Use of Personal Information

We use personal information and health information you provide us to make clinical assessments and develop a management and lactation plan for you and your child. Where necessary, such as in correspondence with your GP or other health professional, your health information may also be used for ongoing management and care (Purpose).  

Other than for the Purpose for which you have provided us with your personal information and health information; we may also use it for other related purposes or as permitted or required by law. Such relating purposes include: 

• issuing receipts
• responding to your comments or questions
• providing you with marketing material such as our newsletter (if you opt-in to receive such information)

Disclosure of Personal Information

We may share any personal information you have provided us during our evaluation and/or management of you and/or your child to your other health care providers, as deemed reasonably necessary for your ongoing care and as outlined in your signed consent form.

Any personal information you provide us may also be disclosed, if appropriate, to third parties who provide services on our behalf, such as but not limited to handling customer support enquiries, outsourcing administrative tasks and providing booking and patient management platforms. Those companies will be permitted to obtain only the personal information they need to deliver the service they have been hired to perform on our behalf. 

Our suppliers are required by us to comply with the Australian Privacy Principles. We have confidentiality agreements in place with many of our service providers and external agencies who handle personal information that we provide to them. Milk and Kindness will only disclose your personal information for the purposes for which it was initially collected, other than directly-related purposes or purposes to which you have otherwise consented. 

Other than as stated above, Milk and Kindness will not share your personal information. We will never share your personal, health or financial information with any third parties without your consent, or unless required by law. 

Data Security

We are committed to protecting your data. We take commercially-reasonable steps to ensure your personal information is protected from misuse, loss, interference and unauthorised access, modification or disclosure. For example, whenever we ask for your financial details online, we use security-encrypted response forms and your information is held in secure servers.

However, data protection and security measures are never completely secure and, despite the measures we have put in place, we cannot guarantee the security of your information. You must take care to protect your personal information (for example, by protecting any usernames and passwords) and you should notify us as soon as possible of any security breaches. If you do not wish to pay your deposit online, please contact us to arrange for an alternative payment method.

Accessing the Website

There are many aspects of the website which can be viewed without providing personal information, however, for access to certain features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

Cookies

When you visit our website, we will collect and store your computer’s assigned IP address, the date and time of your visit, the information accessed and the referring page. We will also collect other non-identifying data for statistical purposes. This information is not linked to your personal information unless required by law.

Like many websites, our website may use ‘cookies’ from time to time. Cookies are small text files that the website transfers to your computer through your web browser to enable the website’s systems to recognise your computer. Cookies may also be used to record non-personal information such as the date, time or duration of your visit, or the pages accessed, for website administration, statistical and maintenance purposes. Any such information will be aggregated and not linked to particular individuals unless required by law. You have the ability to accept or decline cookies by modifying the settings in your browser. Please note that some parts of the website may not function fully for users that disallow cookies.

Third Party Links

Our website may contain hypertext links to other third-party websites. Milk and Kindness is not responsible for the privacy practices or the content of such websites, which are governed by the privacy policy of third parties. Milk and Kindness is not in a position to verify the accuracy of the information or any claims made by third parties.

Accuracy, access and correction

Milk and Kindness takes reasonable steps to ensure that the personal information that we collect and hold is accurate, complete and up-to-date. However, we rely on you to advise us of any changes to your personal information to help us maintain accurate, complete and up-to-date information.

We will, on request, provide you with access to the personal information we hold about you unless otherwise required or permitted by law. You may be required to put your request in writing for security reasons, and we reserve the right to charge a fee for searching for, and providing access to, your information on a per request basis. We will notify you of the basis for any denial of access to your personal information. We will respond to your request within a reasonable period after the request is made.

To request access to your personal information or, if you wish to update or correct your personal information, please contact us via the contact details provided above.

Changes to this Privacy Policy

Milk and Kindness may revise this Privacy Policy or any part of it from time to time. Please review this Privacy Policy for changes. If we make material changes to this Privacy Policy, we will notify you by email or by putting a notice on our home page (www.milkandkindness.com.au).

Your continued use of our website, or provision of further personal information to us once you have been notified of the revised Privacy Policy constitutes your deemed acceptance of the revised Privacy Policy. 

Contacting Us

Milk and Kindness welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, please contact us with attention to the Privacy Officer.

Terms and Conditions of Service

These Terms and Conditions form a client agreement between you the client (hereby referred as you, your) and Milk and Kindness, ABN 40 826 762 971 (also referred to as Natalie Gray, Nat, the Lactation Consultant, we).

These Terms and Conditions also include the Fee Schedule, which can be found here www.milkandkindness.com.au. You must read the Fee Schedule along with these terms and conditions.

In making a booking with Milk and Kindness you are accepting these Terms and Conditions and Fee Schedule.

Description of service

These Terms and Conditions relate to services provided by Milk and Kindness which include; pre and postnatal breastfeeding, chest feeding and lactation support and management via in person consultations, telehealth, courses, education programs and written and video media (Services).

Bookings 

1. All clients with bookings will receive an appointment reminder 48 hours before their appointment time, which must be confirmed via completion of their COVID-19 screening, and for Initial Consultations, via acceptance of the Consent to Treatment form delivered via email and SMS.

2. In cases where confirmation has not been received,  Milk and Kindness will reasonably endeavour to contact you to confirm your appointment and obtain pre-appointment documentation.

3. By booking your appointment you are accepting Milk and Kindness’s cancellation and ‘no show’ policy and Fee Schedule as outlined in these Terms and Conditions. 

Fee schedule and Payment

1. Please read the Fee Schedule outlined here [www.milkandkindness.com.au.

2. You accept the Fee Schedule as it pertains to the relevant packages and Services you have booked.

3. Payment for services can be made via cash, bank transfer, debit or credit card via third party payment systems Stripe, T’s &C’s of Stripe – HYPERLINK TO T&C].

Travel Charges  

All appointments booked will incur a travel charge, as set out below. Distance is determined by radius from Dampier    

0-25Km  $0 

25-45Km $30

45+ Km $50

Deposits

1. Please see the Cancellation Policy for procedures should your appointment be rescheduled by you, the client or Milk and Kindness.

Cancellation policy (cancellation/late cancellation and ‘no show’)

1. 48 hours notice is required to cancel or reschedule your appointment and not incur additional costs beyond the non refundable deposit. 

2. If you cancel your booking within these 48 hours, but no less than 24 hours and do not attempt to reschedule your appointment within 48 hours from your original appointment time, 50% of your appointment fee will be charged.

3. If you cancel within 24 hours of your appointment time and do not attempt  to reschedule your appointment within 48 hours  of your original appointment, 100% of the appointment fee will be charged.

4. New appointment times are subject to availability.

5. If your appointment is cancelled by Milk and Kindness within 48 hours of your appointment time, no financial penalty will be incurred by you. 

6. If in the event your appointment is cancelled by Milk and Kindness and no suitable replacement appointment can be arranged in a reasonable timeframe, your full deposit will be refunded. 

No Show Policy

A “No Show” occurs in the event that [Milk and Kindness or one of their representatives, arrives at the designated appointment address at the appointment time and you are not there within 15 minutes of the appointment commencing.

1. In the event of a ‘no show’ all reasonable attempts will be made by Milk and Kindness to contact you and make an alternative appointment.

2. If an alternative appointment is not made within 48 hours of the appointment time, 100% of the appointment fee plus travel costs as outlined in these Terms and Conditions will be invoiced to you and payable within 7 days via direct debit or third party system.

Delivery of Services (eg business hours, ongoing support)

Milk and Kindness business hours are limited at the moment to Thursday and Fridays 8.30am – 5.00pm unless otherwise specified. Correspondence, phone calls and support outside of these hours are at the discretion of the Lactation Consultant.

All packages outlined in the Fee Schedule include 2 weeks of ongoing email and text support.

Ongoing support outside this length of time can be purchased on a subscription basis.  Fees for add-ons are not refundable, including where you fail to utilise purchased add-on options fully within the time period stipulated.

Dispute resolution process

Milk and Kindness are committed to their clients and their customer satisfaction. If, in the event your are unhappy with the Services provided by Milk and Kindness we encourage you to contact us at admin@milkandkindness.com.au to discuss your complaint and rectify if appropriate.

The code of professional conduct for IBCLCs along with complaint forms, disciplinary procedures and sanction list can be found at https://iblce.org/resources/disciplinary-procedures/

Limitation of Liability

To the extent permitted by law I Milk and Kindness, Natalie Gray IBCLC will not be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility.

Indemnification

You agree to indemnify, defend and hold harmless Milk and Kindness, Natalie Gray IBCLC from any claim or demand, including reasonable legal fees, made by any third party due to, or arising out of, your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

Private Health funds

If you have private health insurance, you are responsible for liaising directly with your private health fund to determine if you are eligible for private health benefits in respect of the services you receive from  Milk and Kindness, Natalie Gray IBCLC.

I’m a mum of two pretty fab `Pilbara born & raised’ adult boys, Child Health Nurse (CHN), International Board Certified Lactation Consultant (IBCLC), latecomer to the joy of good coffee and proud business owner of Milk and Kindness Lactation and Breastfeeding services.

In my role as a CHN I have had the privilege of working with a diverse group of parents and their little ones from birth to school age. Parents all agree that this intense period in our lives is both a challenging and rewarding one and that adjusting to parenthood requires kindness, respect and non-judgemental support as we navigate through the many seasons of parenting. 

Milk and Kindness was born from an overwhelming desire to ease new Mumma’s gently and respectfully into trusting their instincts (and bodies) and supporting them to move towards achieving their individual feeding goals.

Milk and Kindness is all about providing holistic, respectful and evidence-based support and education for breastfeeding, chest feeding, exclusive pumping or mixed feeding.

We know the majority of expectant Mum’s are planning to breastfeed “if I can”. In fact 96% of them will start breastfeeding in the hospital, but most will say it is the MOST confusing, stressful skill to learn and gain confidence in, in those early days & weeks after birth. It does get easier but we also know there is unspeakable grief and loss experienced when Mums are unable to reach their breastfeeding goals.

Milk and Kindness provides an authentic family-centred approach which also takes into account normal infant behaviours and development. I believe wholeheartedly that when families are given individually tailored support and reassurance they seek on their own terms – the milk magic truly happens!

I see you. I hear you. I support YOU.

Let me support you by reaching out and booking a consult today.

Antenatal/Postnatal Premium Bundle

If breastfeeding your baby is absolutely non-negotiable because it matters deeply to you, then this breastfeeding support package is for you. This premium service enables wrap around support and continuity of care that includes:

• 60 -90 min lactation & breastfeeding consult during pregnancy including a comprehensive maternal medical and pregnancy history and discussion around hand expressing and antenatal expression of colostrum.
• An individualised lactation/feeding plan with customised e-resources.
• A colostrum collection kit.
• 90 min postnatal home visit after your birth.
  This postnatal breastfeeding and lactation consult includes maternal and infant assessments, an infant oral assessment and respectful `hands -off’ observation and support of the breastfeeding. An individualised lactation/breastfeeding plan including tip sheets and resources will be provided within 24 hours following each of these appointments.
  
  PLUS an additional 30 min short consult via telephone (if required) to ensure any further questions or concerns are addressed.
  
  That’s up to four (4) consults providing individually tailored support and reassurance that honours and respects a mother and her infant’s innate instincts and abilities and eases you towards reaching your personal infant feeding goals. PACKAGE TOTAL: $490

Lactation Consult in Pregnancy (Available Wed/Thurs only)

Milk and Kindness values antenatal education as a powerful first step to empowering prospective parents about breastfeeding. If this is your first baby or if you have previously had a difficult breastfeeding experience; this consult is for families who want to prepare themselves for the best breastfeeding experience and will guide and support you to navigate potential challenges and to articulate and advocate for your personal breastfeeding goals in those first few days. This 60 min consult includes a thorough medical and health history assessment, education around how & when to express colostrum, a colostrum kit and a personalised lactation & breastfeeding plan including tip sheets and e-resources. TOTAL: $200

PLEASE NOTE: Clinic days are currently only available on Wednesdays & Thursdays. Contact Nat if you require a clinic consult outside of these days

Lactation Consult at home or in-clinic (Postnatal)

Our most popular consult. Milk and Kindness will come to you in the comfort of your own home (or in our clinic on Wednesdays or Thursdays if preferred) in the early days and weeks after your baby’s birth to support you with your breastfeeding, focus on maternal wellness and self care and share key insights into your newborn’s expected behaviour and development.

This 90 min consult includes:

• Maternal (Mum) and infant assessments including an oral assessment of baby
• Observation of a breastfeed
• An individualised infant feeding plan
• Customised tip sheets and e-resources . TOTAL: $260

Lactation Consult via Telehealth (Postnatal)

A Telehealth consult for families living outside of the area or unable to attend due to illness or isolation requirements. Milk and Kindness will support you in the comfort of your own home via a secure Telehealth line. This consult includes comprehensive medical, pregnancy, birth and feeding history; an individualised infant feeding plan including tip sheets and resources. This service also includes a follow-up phone consult in the days following your appointment. TOTAL: $260

Ongoing/Follow-up Support Lactation Consultant – at home or in clinic.

Milk and Kindness (your cheer squad!) will provide ongoing face to face support for those seeking further reassurance and guidance either in the comfort of your own home or in our comfortable family-friendly clinic in Dampier (on Wednesdays/Thursdays). This service is only available to clients who have had an INITIAL consult.
TOTAL: $160

Ongoing/Follow-up Lactation Consultant Support – Telephone/ Telehealth

Milk and Kindness will provide ongoing telephone or telehealth support for those seeking further support, reassurance and guidance.
This service is only available to clients who have had an INITIAL consult. TOTAL: $90

Short Lactation Consult via Telephone or Telehealth

Grab yourself a coffee or pour yourself a cuppa, Milk and Kindness will provide a 30 minute `quickie’ consult over the phone for those seeking general information, reassurance or guidance around infant feeding and development. Please note: these consults do not include a full medical history or assessment and therefore limited with regards to specific issues and do not include a personalised feeding plan. Please message us before booking to discuss suitability . TOTAL: $90

Short Lactation Consult in Clinic (Clinic days Wed/Thurs only)

If you’re seeking general information,  reassurance or guidance around infant feeding and development,  or just need to debrief about Mum- life; Nat from Milk and Kindness will provide you with the space and time for an evidence-based 30 minute face to face consult.  These consultations do not include a full medical history or assessment and therefore are providing general information and do not include a personalised feeding plan. Please message us before booking to discuss suitability . TOTAL: $90

GROUP EDUCATION

Gift Certificates

Enquiries via email to Nat@milkandkindness.com.au

Private Health Insurance

Please get in touch with your private health provider to see if a rebate for your lactation consultant service applies.

Travel Surcharges

If you require additional information please don’t hesitate to reach out. nat@milkandkindness.com.au

Please Note: If you require breastfeeding support urgently out of hours, please contact the Australian Breastfeeding Association (ABA) 24 hour helpline on 1800 686 268.