1) Who we are

CALLaDoc provides telehealth services and related online services. We handle personal information in line with the Australian Privacy Principles (APPs) under the Privacy Act 1988. The APPs govern the collection, use and disclosure of personal information, as well as access and correction rights. Learn more (OAIC).

2) What personal information we collect

Depending on what you do with CALLaDoc, we may collect:

Identity & contact details: name, date of birth, phone number, email, address.
Account / booking details: appointment details, communications, consent records.
Health information (sensitive information): symptoms, medical history, medications, allergies, notes from consultations, referrals, certificates, and other clinical information you provide or that is created during care.
Payment & billing information: payment status and transaction references (we generally do not store full card details if a payment provider is used).
Technical information: IP address, device type, browser, and website usage data (e.g., analytics and logs).

Health information is sensitive. We only collect and use it where reasonably necessary to provide healthcare services, or where otherwise permitted by law.

3) How we collect personal information

Directly from you when you book, complete forms, contact us, or participate in a telehealth consultation.
From healthcare providers you consent to share information with us (e.g., referrals or shared clinical documents).
From service providers that support our booking, communications, payments, video/phone, or clinical systems (as applicable).
Automatically via cookies and similar technologies when you browse our website (see “Cookies”).

4) How we use personal information

We use personal information to:

provide telehealth services and clinical care, including assessments, prescriptions (where clinically appropriate), referrals, and documentation;
manage bookings, confirmations, reminders, and communications;
process payments and administer billing;
maintain clinical records and support continuity of care;
verify identity where necessary for safety and compliance;
improve our services, user experience, and website performance (including analytics);
meet legal and regulatory obligations (including clinical record keeping and responding to complaints).

Where required, we will seek your consent (for example, for certain uses of sensitive/health information or communications).

5) When we disclose personal information

We may disclose personal information:

To clinicians and healthcare providers involved in your care (with your consent, or as permitted by law).
To pharmacies and pathology/imaging providers when you request a referral, pathology request, or prescription facilitation (where applicable).
To our service providers who help operate our business (e.g., hosting, telehealth platforms, appointment systems, customer support, communications, and payment processing).
To regulators, insurers, professional advisers, or law enforcement where required or authorised by law.

6) Overseas disclosures

Some of our service providers may store or process information outside Australia (for example, cloud hosting or communications providers). When we disclose personal information overseas, we take reasonable steps to ensure it is protected and handled appropriately.

7) Security and retention

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. We use a combination of administrative, physical and technical safeguards, which may include:

access controls and role-based permissions;
secure hosting and encryption in transit (and where appropriate, at rest);
audit logging and monitoring (where available);
policies and staff training for privacy and security;
secure disposal processes when information is no longer required.

How long we keep information

We retain personal information only for as long as needed to provide services and meet legal, clinical, and operational requirements. When it is no longer required, we take reasonable steps to delete or de-identify it, unless we are required by law to retain it.

8) Access and correction

You may request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. The APPs include rights to access and correct personal information.

https://www.oaic.gov.au/privacy/australian-privacy-principles

We may need to verify your identity before providing access or making corrections. In some circumstances, access may be limited as permitted by law.

9) Data breaches

A data breach can occur when personal information is accessed or disclosed without authorisation, or is lost. [4](https://www.oaic.gov.au/privacy/notifiable-data-breaches) If we experience a breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme. [3](https://www.oaic.gov.au/privacy/notifiable-data-breaches/about-the-notifiable-data-breaches-scheme)[5](https://www.oaic.gov.au/privacy/your-privacy-rights/data-breaches/what-is-a-notifiable-data-breach)

We also take steps to contain and remediate incidents, and to reduce the likelihood of harm. [5](https://www.oaic.gov.au/privacy/your-privacy-rights/data-breaches/what-is-a-notifiable-data-breach)

10) Complaints

If you have a concern about privacy, please contact us first so we can try to resolve it. If you are not satisfied with our response, you may be able to make a complaint to the OAIC.

Include your preferred complaint-handling timeframe here (e.g., “We aim to respond within 30 days”).

11) Cookies and analytics

Our website may use cookies or similar technologies to help it function, remember preferences, and understand how visitors use the site. You can typically manage cookies through your browser settings. Disabling some cookies may affect site functionality.

If you use Google Analytics, Meta Pixel, or similar tools, list them here for transparency.

12) Changes to this policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

13) Contact us

If you have questions or requests about privacy, contact us: