1. We're here to help. Get in touch.
You can get in touch with us at any time about the way we handle and safeguard your information. If you want to:
- ask questions
- update your information
- update or delete your Heidi Platform account
- change your user preferences
- register a concern
- opt out of marketing
- anything else…
We're just a call or a few clicks away.If you have any questions or complaints about how we handle your information you can get in touch with us at support@heidihealth.com
2. About us
As part of our service, we provide the Heidi Platform application (Platform) to qualified medical practitioners (including their relevant medical clinic) and other health professionals (Practitioners) for patients of Practitioners.The Platform facilitates the delivery of healthcare services including by:
- we, our or us– we mean Heidi Health Trading Pty Limited (ABN 84 649 783 871), and our related bodies corporate identified below at section 14.
- our services – we mean the provision of the Platform to you as a Practitioner and related services that we provide.
- you- we mean you, the reader of this policy.
- your information– we mean your personal information that you may share with us
- privacy laws– we mean all privacy and data protection laws that apply to us when we handle your information, including applicable health information laws
3. What information do we collect?
We collect and hold the following categories of information, including personal information, health information, payment information, device information, and general information to help us improve our services.
When you access and use our website, Platform, or other services, we collect and hold the following main categories of information as detailed in the table below. The collection of extensive data sets, including device information, is crucial for enhancing user experience, optimising service functionality, and ensuring robust security measures. We process such information based on legitimate interests—improving our services and maintaining security—and where applicable, through explicit consent, which is transparently obtained at the point of data collection. If you choose not to provide the requested information, it may impact our ability to deliver these services to you fully.
Additionally, we may collect other types of information from you to further tailor and secure our offerings, adhering to all requirements under all relevant regulations, ensuring transparency and giving you control over your personal data.
| Category | Details |
|---|---|
| Your general personal information | This includes information or an opinion about you that is reasonably identifiable. For example: your name, address, age or date of birth, gender, contact number and email address. Where you are a Practitioner, we may also collect information relating to your qualifications, registrations, training and educational background. |
| Payment and claim information | We may collect information from you in order to pay for services, or for us to make claims on your behalf. This may include credit card information, bank account details and Medicare card and claim details. |
| Sensitive Health information | This includes any health information that practitioners provide when accessing or using our website, platform, or other services. We may collect health information from you for the purposes of facilitating the delivery of Heidi. Additionally, we may collect health information about patients from Practitioners, including information arising out of or in connection with the use of Heidi. This may include information that a practitioner provides directly to us or otherwise makes available. Types of health information we may collect include medical history, clinical notes, test results, disease status, and prescribed medications, among others.For the sake of clarity, all sensitive health information undergoes a pseudonymization process where all personal identifiers that can reasonably identify an individual are removed, ensuring there is no reasonable likelihood of re-identification by malicious actors. Any sensitive health information is only retained for the duration as requested by the practitioner. For the avoidance of any doubt, no patient data from users is used to train, develop, or improve any of our AI models. |
| Device information | This includes your device ID, device type, geo-location information, computer and connection information, statistics on page views, traffic to and from the sites, ad data, IP address and standard web log information. |
| Additional information you provide | This includes information you provide to us through customer surveys, directly through our website or indirectly through your use of our website or Platform or online presence or through other websites or accounts from which you permit us to collect information. |
4. How do we collect your information?
We collect your personal information when you engage with us or from third parties.
In many instances, we collect personal information directly from you. Here are some of the main ways.
| Category | Details |
|---|---|
| Registration | When you register on our website or Platform. |
| Communication | Where you communicate with us through correspondence, questionnaires, chats, email, or when you share information with us from other services or websites. Communications may occur through the Platform. |
| Interaction | When you interact with our sites, Platform, services, content and advertising or use our Platform or services. |
We may also collect information about you from our related companies, third party service providers and other organizations that we partner with. For example:
- when you apply for a job or position with us, we may collect information about you from any recruitment consultant, your previous employers, referees, CV checking agencies or others who may be able to provide information to assist us with our decision; and
- where you are a Practitioner, we may collect information about your qualifications, registrations, training and education background from third party sources, for purposes which include verifying your status as a qualified medical practitioner.
5. How do we use your information?
We use your personal information to enable us to deliver and improve our products and services.
We adhere to privacy by design principles by integrating data protection from the outset of designing our systems and business practices. Our measures include robust encryption, stringent access controls, and continuous threat monitoring. Privacy impact assessments are conducted regularly to ensure potential risks are identified and mitigated, ensuring data protection is a foundational aspect of our operations.We implement rigorous de-identification techniques to ensure personal and health data are psuedonymised, stripping identifiable markers to prevent re-identification by malicious actors. These processes are reinforced by stringent security protocols, including multi-layered encryption and access controls, to safeguard the integrity and confidentiality of the de-identified data.
If we use personal information already collected in a manner different from that stated within this Privacy Policy, we will notify users via an updated information notice. This notice will inform you of the new use of the data and provide you with choices regarding its use.
| Category | Details |
|---|---|
| Access | To enable you to access and use our website, Platform and other services. |
| Improvement | Design, provide, improve and manage our website, Platform and other services, business and your experience, such as to perform analytics and marketing. |
| Health care services | To facilitate the delivery of healthcare services to Patients. For example, information relating to Patients' medical history, complaints or symptoms may be collected and used by the Platform so that Practitioners can make treatment decisions. |
| De-identified information for Platform functions and improvement | We may de-identify and/or aggregate your personal information, for the purposes of using that de-identified information to provide certain functionality and develop and improve the Platform.For the removal of any doubt, this purpose does not include the use of any sensitive health information and no patient data is used to train, develop, or improve any of our AI models. |
| Support | Send you service, support and administrative messages, reminders, technical notices, updates, security alerts, and information requested by you. |
| Contact | Contact you when we need to tell you something important about the website, Platform and other services, or your information. |
| Marketing | Send you marketing and promotional messages and other information that may be of interest to you. |
| Law | Comply with laws, and assist government or law enforcement agencies where we are required and authorized to do so. |
| Employment | Consider your employment application. |
Unless permitted or required by law, we won't use your health information without your consent.
6. How do we use your personal information for marketing, and how do you opt out?
You can opt-out at any time from our marketing communications.
We may send you direct marketing communications and information about our services or products. This may take the form of emails or other forms of communication. We'll always conduct our marketing practices in accordance with privacy laws and other applicable laws. If we do send you marketing messages using your information, you'll be able to opt out at any time – either by using the unsubscribe facility in the relevant message or by contacting us (it's easy – see section 1).We may also market our services to you generally – including via social media, advertising through our website and other digital or non-digital platforms. We'll always do this in accordance with our legal requirements.Without your consent, we will not:
- use any of your health information to send you marketing communications; or
- disclose any of your information to a third party in order for them to market to you.
7. Do we store or share information outside of your country?
Your personal information is stored in your local jurisdiction
We understand the importance of data security and privacy and we're committed to safeguarding your information. We have implemented data localization solutions for customers located in Australia, Canada, US, UK and EU. Please note that some functionalities of our Platform depend on third-party services, whose servers may be located internationally. Whenever these third-party services are utilised, we ensure that data processing agreements are entered into. These agreements are crucial as they enforce compliance with data protection standards and legal requirements, safeguarding your personal information from unauthorised use or disclosure. This contractual measure helps maintain the integrity and confidentiality of your data while enabling us to provide enhanced functionality through external services.
7.1 Heidi Comms data processing and storage
Heidi Comms is a communication tool made available through the Heidi Platform that enables phone and real-time voice-to-voice interactions.
Data collected through Heidi Comms may be processed outside your jurisdiction by trusted third-party processors. Any third-party subprocessors used in connection with Heidi Comms are subject to the same robust data processing agreements described in Section 7.
Recordings and transcripts generated by Heidi Comms may be stored temporarily, under the clinician’s control, solely for quality assurance purposes, such as verifying output accuracy. This information is not shared with any other party.
8. Who do we share your information with?
We may share your personal information with our other partners and for other reasons we tell you about in this policy, on our website, on our Platform or where we otherwise communicate this to you.
We may share your personal information with:
- our employees and related companies;
- third party suppliers and service providers (including providers for the operation of our Platform, websites and/or our business);
- professional advisers, dealers and agents;
- payment systems operators (eg, merchants receiving card payments);
- anyone to whom our assets or businesses (or any part of them) are transferred;
- specific third parties authorised by you to receive information held by us, and other parties involved in the delivery of healthcare services; and/or
- other persons, including government agencies, regulatory bodies and law enforcement agencies, or as required, authorized or permitted by law.
9. Using our website and Platform
We use cookieson our website to track your website usage and remember your preferences.
Our website includes pages that use cookies which are small files that store information on your computer, mobile phone or other device. We may use them to recognize you across devices and browsing sessions.
You can configure your internet browser to accept all cookies, reject all cookies or notify you when a cookie is sent. If you refuse the use of cookies in this way you may not be able to access the full functionality of our website. Please refer to your internet browser’s instructions or help screens to learn more about these functions.
We may also use third-party analytics tools to help us gather and analyze information about your use of our website and Platform. These tools assist us in understanding usage patterns, improving user experience, and optimizing the performance of our services. For the avoidance of doubt, no Protected Health Information (PHI) or sensitive health information is shared with or transmitted to third-party analytics tools for these purposes. Any information collected through these tools is limited to non-sensitive data and does not include any details that could identify patients or relate to their health conditions, treatment, or care.
10. How do we protect your information?
We take a number of measures to keep your information safe.
We generally hold personal information in our electronic databases. Our website and Platform and our working environment are built with integrated physical, electronic and managerial processes designed to safeguard your information and protect it from misuse, interference loss and unauthorized access, modification or disclosure. Here are some of the key things we do to protect your information.
| Category | Details |
|---|---|
| Staff training | We put our staff through training about how to keep your information safe and secure at all times. |
| Encryption | We employ bank industry encryption on all data both at rest and in transit. |
| De-identification tools | We use a range of tools designed to de-identify your information before it is used or disclosed for certain purposes, as described in this policy. |
| Secure storage and handling | We use a combination of techniques and measures to maintain the security of our website and Platform and to protect your account and your information. |
| Destroying or de-identifying your information | We only keep your information for as long as you want it or are lawfully required to keep it. |
11. What are your rights in relation to your information?
You have rights in relation to your personal information. You can contact us to exercise any of your rights in relation to your information.
Here are the things you can ask us to do in relation to your information at any time while you use our website, Platform or other services.
| Category | Details |
|---|---|
| Access | You can request a copy of your information. |
| Correct | You can ask us to correct or update your information. |
| Complain | You can express your concerns or complaints to us about your privacy or the way we are handling your information. We take your concerns seriously and will seek to fix any problem as soon as possible. |
When you contact us regarding a request for access, correction, erasure, or to make a complaint, or if you wish to object to processing, withdraw consent, or request data portability, please include your name and contact details (such as email address and phone number) and clearly describe your request. We are committed to addressing your inquiries promptly and will acknowledge receipt of your correspondence swiftly. We aim to formally respond to all requests within 30 days. If we are unable to fulfill your request due to legal or other reasons, we will explain why. Verification of your identity may be required to protect your information and ensure it is not disclosed improperly.
If you have any questions or concerns about how we handle your personal information or our privacy practices more broadly, you are welcome to contact our privacy officer and compliance team atcompliance@heidihealth.com. We are committed to addressing your enquiry promptly and transparently. If you are not satisfied with our response or believe your privacy rights have been infringed, you have the right to lodge a complaint with your relevant data protection authority.
12. Employees
| Category | Details |
|---|---|
| Your general personal information | This includes information or an opinion about you that is reasonably identifiable. For example: your name, address, age or date of birth, contact number, email address and image. |
| Educational and social information | This includes details of your education, references from your institutions of study, and information relating to your interests and extra-curricular activities. It also includes lifestyle information and social circumstances, for example ‘life events’ such as marriage, divorce, bereavement, or adoption or birth of children. |
| Sensitive information | This includes information concerning your health and medical conditions, certain criminal convictions and offences, racial or ethnic origin, religious or philosophical beliefs, sexual orientation. |
| Financial information | This includes your bank account number, tax identifier and status (including residence status), and credit checks (where required). |
| Work related information | This includes details of your work history, professional activities and interests, involvement with and membership of industry bodies and professional associations and any personal information captured in the work product(s) you create while employed by us. |
If you are a current or former employee and you have any questions in relation to our handling of your personal information, please contact us athello@heidihealth.com
13. Changes to this policy
If we need to change this policy in a way that affects the way we handle your information, if you use our Platform, you'll receive an alert from us. We will also publish the changes to it on our website. We encourage you to check our website periodically to ensure that you are aware of our current Privacy Policy.
14. Related companies
Heidi Health Trading Pty Ltd ABN (84 649 783 871) is located at Level 6, 71 Gipps St Collingwood VIC 3066. You can contact us via email athello@heidihealth.com. If you have any questions regarding privacy or security, please contact us via email atsupport@heidihealth.com. We are related to Oscer Enterprises Pty Limited (Incorporated in Australia), Heidi Health Ltd (Incorporated in the United Kingdom), Heidi Health Canada Inc (Incorporated in the Province of Ontario, Canada) and Heidi Health Corp (Incorporated in the State of Delaware, United States).We may disclose your personal information to our related companies, including as set out in this policy. If we do disclose your personal information to our related companies they may use your information in accordance with this policy. If you access the services of our related companies, you should also consider their privacy policy as it may be different to this policy.
Effective: October 2024