If you are located in, or are a citizen of the European Union, you may have additional rights under the European Union General Data Protection Regulation (GDPR). If you are located in the United Kingdom, you may have additional rights under the UK Data Protection Act 2018 (UK Data Protection Act). If you are located in another jurisdiction, additional local requirements will comply.
OAIC means the Office of the Australian Information Commissioner;
Personal Information has the meaning given to that term in the Privacy Act;
Platform means our Website, mobile applications and other medium over which we provide our Services to you;
Sensitive Information has the meaning given to that term in the Privacy Act;
Services means the telehealth, health care and other associated services that are facilitated by Doctors on Demand and provided by our service providers and healthcare practitioners from time to time;
we, us or Doctors on Demand means Doctors on Demand Pty Ltd ACN 163 312 570, a proprietary limited company trading under the name Doctors on Demand and its associated entities as appropriate;
Website means https:// https://www.doctorsondemand.com.au/ or any other website from time to time from which the Services are promoted and/or delivered; and
you means you and anyone acting on your behalf or with your implied authority.
We only collect and hold various types of Personal Information that we reasonably require to provide our Services to you. The types of Personal Information which we collect may include:
We may collect Personal Information from you when:
We may also collect Personal Information from third parties, including:
Where we solicit Personal Information, we only collect:
If we solicit Personal Information, we will generally solicit it directly from you, unless it is unreasonable or impracticable for us to do so. Where we collect Personal Information about you from a third party without your prior consent, we will take reasonable steps to inform you that we have collected Personal Information.
In an effort to keep our service as simple and easy as possible, we create and store profiles for all our users. Your Personal Information, as well as your prescription history are available to you when logged in under “My Profile”.
For your security and peace of mind we use PayWay or a similar service provider for our online transaction handling. For more information on PayWay please click here.
When you visit our Website, we record general information about your visit for statistical purposes. These statistics do not contain any Personal Information. Certain information may be passively collected by Cookies, navigational data like Uniform Resource Locators (URLs) and third party tracking services, including:
We prioritise the security of your Personal Information whilst it is in our possession.
We may hold Personal Information in various forms, including but not limited to physical documents, electronic records, visual records (X-rays, CT scans, videos and photos) and audio recordings. Physical files are kept securely inside our access controlled premises. Electronic files are stored securely on protected information systems and are only accessible through our secure network. We maintain physical security over our paper and electronic data stores, and confidentiality agreements form part of the employment contracts for all of our staff members and contractors.
We take reasonable steps to:
We will only retain your Personal Information for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your Personal Information for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
When you send Personal Information to us over the internet, your data is protected by state of the art Secure Socket Layer (SSL) technology. This is the same technology used to secure Internet Banking transactions. Whilst all reasonable care is taken, we cannot however guarantee the security of information transmitted via the internet. As such, transmission of Personal Information via the internet is at your own risk and we cannot be held responsible for the security of such information.
We may collect, hold, use and disclose your Personal Information for the following purposes:
The above purposes include using and disclosing your Personal Information:
We may also share your Personal Information:
If we engage third party contractors to perform services for us which involves handling Personal Information, we take reasonable steps to prohibit the contractor from using Personal Information except for the purposes for which it was supplied.
We will only send you direct marketing communications and information via mail, email and social media platforms about our Services with your consent. If you do not provide your consent to receive direct marketing communications, you may opt-out of receiving marketing communications from us by contacting us at the details below or by using opt-out facilities provided in our communications. We do not provide your Personal Information to other organisations for the purposes of their direct marketing.
It is unlikely that we will need to disclose your Personal Information to an overseas recipient or otherwise store your Personal Information overseas.
If we are ever required to do so, we will obtain your informed consent or ensure that the overseas recipients comply with the APPs.
We understand that information about your medical history is highly sensitive in nature and it is critical that we can ensure patients who use our services are comfortable with entrusting their information to us. We will not disclose Sensitive Information to third parties unless it is strictly necessary for the purposes of meeting your health care needs, you consent to its use for other purposes, or the law permits its use for other purposes.
We are committed to maintaining accurate, timely, relevant and appropriate information.
When you are logged into the Platform, you have the ability to change and update any of your personal details under “My Profile”. Within your secure account you will also find links that provide a record of your previous consultations and orders.
We will also take reasonable steps to correct Personal Information where we become aware that your Personal Information is not accurate or up to date. From time to time, we may ask you to verify that the Personal Information held by us is correct and up to date. If you do not supply us with certain information about yourself or fail to correct incorrect information, in some circumstances we may be unable to provide the Service that you require.
Where requested, we will provide you with a copy of the Personal Information that we hold which relates to you, provided that the request is made in accordance with the APPs. We will also update any inaccurate information about you if you inform us that the information is inaccurate, out of date, incomplete, irrelevant or misleading.
There are no charges for requesting access to or the correction of your Personal Information, however if the volume of information we hold is excessively large, we reserve our rights to charge you any reasonable administration fees (including fees for photocopying) associated with your request.
You may request that your profile be deleted at any time, however you should note that while this will render your information invisible to the general user system, we are required by law to retain an audit trail of certain information. When we delete your Personal Information, it will be deleted from the active database but may remain in our archives. We may also retain anonymous de-identified data about your use of our Platform and services. After we delete Personal Information, we will retain de-identified information and will continue to use this data as permitted.
You can contact our privacy officer regarding access to or correction of your information by any of the following methods:
Post: PO Box 435, New Farm QLD 4005
Phone: 07 3638 9378
We will respond to those requests within 30 days in accordance with our obligations under the Privacy Act. If we refuse a request to access or correct Personal Information, where reasonable, we will provide you with our reasons for doing so and information about your ability to complain about such refusal.
In order to protect the confidentiality of your Personal Information, details of your information will only ever be passed on to you where we are satisfied that the information relates to you. Accordingly, we may request documentation from you which confirms your identity before passing on any Personal Information which relates to you.
If your Personal Information is governed by the GDPR or the UK Data Protection Act, you may have additional rights as set out below:
If you have a concern, please raise it with us first as we may be able to resolve the issue.
Any complaints should be submitted to our privacy officer via the communication channels set out above. We will investigate your complaint and attempt to resolve any breach that might have occurred in relation to the collection, use or destruction of Personal Information held by us about you in accordance with the Privacy Act. If you are not satisfied with the outcome of this process, then you may lodge a formal complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.
Should you wish to read more information on the Privacy Act, we recommend that you visit the website of the OAIC at www.oaic.gov.au.