Privacy Policy

At Docmate, we are committed to protecting your privacy and personal information. This privacy policy outlines how we collect, use, store, and disclose your information when you use our telehealth services, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Consent

By using our services you agree to –

The terms of this Privacy Policy,
The collection, use, and sharing of your personal and health information as described in this policy, and
The processing of your information by our health practitioners, partner pharmacies, and service providers as necessary to deliver our services.

Information We Collect

About Users

Identity Data: Full name, age, gender.
Contact Data: Telephone number, physical address, email address.
Financial Data: Bank account details, payment card details (processed and stored securely by our third-party payment processor – we do not have direct access to this information).
Transaction Data: Details of payments made by you to us and by us to you, records of products and services purchased or provided.
Technical and Usage Data: When you access our website or digital platforms, we may collect:-
- – IP address, login data, browser type and version, device and network information, geolocation data, page views and session statistics, acquisition sources and search queries, browsing behavior and interactions with our site, analytics and cookie data, communications via our website.
Profile Data: Username and password for our platform, profile picture, purchase and order history, content shared, sent, or received through our platform, support or service requests submitted.
Interaction Data: Responses and inputs in interactive features (e.g. surveys, contests, promotions, activities, and events).
Marketing and Communications Data: Your preferences for receiving marketing communications from us and third parties, your communication preferences.
Sensitive Information: Sensitive information is a subset of personal information that is given special protection under privacy laws. We may collect the following types of sensitive information:
- – Medicare number or details, health information, including medical history, current or past medications, pregnancy status, other health-related information gathered through your use of our platform, biometric data (if applicable), racial or ethnic origin, sexual orientation or practices, religious or philosophical beliefs, criminal record (where relevant for employment)

We collect this information as part of our pre-screening process to determine whether you require a consultation with one of our partner doctors.

About Employee, Contractor, or Job Applicant

Professional Data: (If you are an employee, contractor, or job applicant) Employment history, previous job titles and professional experience.
Sensitive Information: Biometric data (if applicable), racial or ethnic origin, sexual orientation or practices, religious or philosophical beliefs, criminal record (where relevant for employment).

How We Collect Personal Information

We collect personal information through a variety of methods, including:

Directly from you, such as during face-to-face interactions, phone calls, emails, or when you engage with us online.
When you complete forms on our platforms, including event registrations, newsletter subscriptions, or survey responses.
Through your use of our websites and digital services, including data collected via cookies, analytics tools, and marketing technologies (refer to the “Cookies” section below for further details).
From third parties, such as your previous or current healthcare providers and pharmacists.
From publicly available sources, where relevant and permitted by law.

Why We Collect, Hold, Use, and Disclose Personal Information

We collect, hold, use, and disclose your personal and sensitive information to support the delivery of our services and meet legal, administrative, and operational needs.

Personal Information

We collect, use, and disclose your personal information for the following purposes:

To enable your access to and use of our software platform, including creating and managing your user login.
To facilitate the delivery of our services, including appointment management and customer support.
To communicate with you about our services, respond to your enquiries or support requests, and manage general interactions.
To communicate with you via any websites or platforms we operate.
For internal administrative purposes, including record-keeping, invoicing, and billing.
For analytics, market research, and business development, to improve our products, services, and digital platforms.
For advertising and marketing, including providing you with information about events, offers, and updates we believe may be of interest to you.
To manage and run promotions, competitions, or other offers.
To assess applications from individuals seeking employment with us.
To comply with our legal obligations, or where otherwise required or authorised by law.

Sensitive Information

We only collect, use, and disclose sensitive information (such as health-related information) where:

You have given your explicit consent.
It is necessary for the primary purpose for which the information was collected, such as assessing your eligibility for a medical consultation or prescription.
We believe there is a serious and imminent threat to your life, health, or safety or that of another person and it is impractical to obtain your consent (e.g. contacting emergency services or your nominated support person).
It is otherwise required or authorised by law.

Third-Party Disclosure

We only disclose personal and sensitive information to third parties where it is necessary for our business operations, with your consent, or as permitted or required by law.

Disclosure of Personal Information (Excluding Sensitive Information)

We may disclose your personal information to the following third parties:

Our employees, contractors, and related entities, for the purpose of delivering our services.
IT service providers, data storage providers, web-hosting companies, and server providers that support our digital platforms and infrastructure.
Marketing, advertising, and analytics service providers.
Delivery services, logistics providers, and pharmacy partners involved in fulfilling and delivering your goods.
Professional service providers, including accountants, legal advisers, auditors, bankers, insurers, and insurance brokers.
Payment system operators and payment processors.
Our existing or potential agents, business partners, or affiliates.
In the event of a business transaction (e.g. merger, acquisition, sale of assets), to our advisers and to those of the prospective purchaser, where your personal information may be transferred as part of the transaction.
Courts, tribunals, or regulatory authorities, in the event of non-payment for goods or services.
Courts, tribunals, law enforcement agencies, or regulatory bodies, as required or authorised by law or in connection with legal proceedings or the establishment, exercise, or defence of legal claims.
Third-party analytics, cookie, or tracking service providers.
Any other third parties as required or permitted by law, including where we are subject to a subpoena or legal order.

Disclosure of Sensitive Information

We will only disclose your sensitive information where:

You have provided your explicit consent; or
The disclosure is required or authorised by law (such as by subpoena, warrant, or government direction).

Your Rights and Controlling Your Personal Information

We are committed to ensuring that your personal information is handled transparently and in accordance with applicable privacy laws. You have rights regarding the personal information we collect, use, and store.

Your Choice

Please review this Privacy Policy carefully. By providing us with your personal information, you acknowledge and agree that we may collect, use, hold, and disclose your information in accordance with this Privacy Policy.

You are not required to provide personal information to us. However, if you choose not to, this may limit our ability to provide our services or conduct business with you.

Information Provided by Third Parties
If we receive your personal information from a third party, we will manage and protect it in accordance with this Privacy Policy. If you are providing personal information about someone else, you warrant that you have their consent to do so.

Restricting Communications and Unsubscribing

If you wish to opt out of receiving marketing or promotional communications from us:

You may use the opt-out facility included in those communications, or
You may contact us directly using the details provided at the end of this policy.

We will process your request as soon as reasonably possible.

Access to Your Information

You may request access to the personal information we hold about you. An administrative fee may apply for the provision of such access.

In some circumstances, we may be legally permitted or required to deny access. If this occurs, we will notify you in writing, explain the reasons for our decision, and inform you of any available mechanisms to lodge a complaint. Where possible, we may offer access in an alternative form that meets your needs.

Correction of Your Information

If you believe that any personal information we hold about you is incorrect, incomplete, out of date, or misleading, you may request a correction. We will take reasonable steps to update any inaccurate or incomplete information promptly.

If we are unable to correct your information due to legal reasons, we will inform you of the decision, the reason, and any steps you can take to challenge or complain about that decision.

Making a Complaint

If you have a concern or complaint about how we have handled your personal information, please contact us using the details below. Include full details of your complaint so we can investigate it effectively.

We will respond to your complaint in writing, outlining the results of our investigation and the actions we will take. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) or your local privacy regulator.

Storage and Security of Personal Information

We are committed to safeguarding the personal information we collect and maintaining its confidentiality and integrity.

To prevent unauthorised access, modification, disclosure, loss, or misuse, we have implemented appropriate physical, electronic, and managerial safeguards. These measures are designed to protect your personal information from interference and breaches of privacy.

However, while we take all reasonable steps to ensure security, no method of transmission over the internet is entirely secure. Therefore, the exchange of information via the internet is carried out at your own risk, and we cannot guarantee the security of any data transmitted to or from us online.

Cookies

We may use cookies and similar tracking technologies on our website from time to time. Cookies are small text files stored in your browser that help remember your preferences and enhance your user experience.

Cookies do not collect personal information unless you choose to provide it. However, they can help identify your device and browsing behavior, enabling us and third-party partners to:

Recognise you when you return to our website.
Deliver personalised content and advertisements, including through retargeting campaigns on social media and online platforms.

You can choose to disable cookies by adjusting your browser settings. Please note that blocking cookies may affect the functionality and accessibility of certain parts of our website.

Links to Other Websites

Our website may contain links to third-party websites. We do not control these external websites and are not responsible for the protection or privacy of any personal information you provide while visiting them. These sites are not governed by this Privacy Policy, and we encourage you to review their privacy statements separately.

Use of Google API Services

We integrate Google’s Application Programming Interface (API) Services, specifically Google Meet to deliver our telehealth services.

Our access to and use of personal information obtained through Google API Services complies with the Google API Services User Data Policy, including its Limited Use requirements. This means:

We only use the information to provide or improve our services.
We do not use the information for advertising purposes, including retargeting or interest-based advertising.
We only share the information where necessary to deliver our services, comply with legal obligations, or as part of a business transaction (e.g. merger, acquisition), with prior notice.
We do not allow human access to your personal data unless:
- – You have given explicit consent
- – It is necessary for security or abuse investigations
- – The data has been aggregated and anonymised for internal operations.

We have internal policies and security protocols in place to ensure compliance with Google’s data use requirements. All employees, agents, and contractors accessing such data are bound by these safeguards and are required to adhere to the Google API Services Data Policy.

Changes to This Privacy Policy

We may update or amend this Privacy Policy at any time. Any changes will be published on our website, and the revised policy will take effect from the date of publication.

We encourage you to review our Privacy Policy regularly to stay informed about how we handle your personal information.

Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we manage your personal information, please contact us at
1300 XXX XXX
info@docmate