Privacy & Cookie Policy

Definition of Personal Information

In accordance with the Privacy Act 1988 (Cth), “personal information” refers to information or opinions, true or not, recorded in any form, about an individual whose identity is reasonably identifiable from that information or opinion.

Doctor help may collect various types of information, both personal and non-personal, to provide you with the best Telehealth experience. The information is gathered through your usage of our Telehealth services and your interactions with our website. The collected information consists of:

• Personal Information: This includes details that uniquely identify you, such as your name, address, contact information, and, where necessary, sensitive data like medical history, payment details, and insurance information. Providing personal information is voluntary, but certain services may be unavailable without it.
• Non-personal Information: General information that doesn’t identify you directly, such as IP address, device information, browser type, internet connection speed, and usage patterns on our website. This information helps us enhance our services and improve user experience.

Information Use

Doctor Help uses the collected information for the following purposes:

Providing Telehealth Services: Personal information is used to facilitate virtual consultations, diagnose medical conditions, and offer treatment options. Your health and well-being are our top priorities.
Improving Services: Non-personal information helps us understand user behaviour, identify trends, and enhance our website’s functionality and performance.
Communication: We may use your contact information to send important updates, appointment reminders, and relevant healthcare information.

Information Disclosure

Doctor Help takes your privacy seriously and does not sell, license, or share your information outside the MA Health House family of companies without your explicit consent. However, there are instances where disclosure is necessary:

Service Providers: We may engage third-party service providers to perform functions on our behalf, such as hosting our website or processing payments. These providers have access to the necessary information but are bound by confidentiality obligations.
Legal Compliance: We may disclose information if required by law, legal processes, or government requests.

Protections in Place

Prior to any disclosure of personal information to our global teams, we guarantee the implementation of stringent safeguards, including:

• Data Protection Measures: We ensure that robust data protection measures are enforced, aligning with the standards mandated by the Australian Privacy Principles (APPs) and relevant international privacy laws.
• Confidentiality Agreements and Training: Our staff worldwide are bound by confidentiality agreements and undergo comprehensive training in data protection best practices to uphold the secure handling of personal information.

Consent and Notification

By utilizing the Doctor Help Website, you explicitly acknowledge and consent to the transfer of your personal information to our global IT and marketing teams for the outlined purposes. We are committed to transparency regarding our data practices and will provide updates through this Privacy Policy as required.

Managing Risks

Recognizing the inherent risks associated with international data transfers, we proactively undertake measures to mitigate these risks, including:

• Regular Policy Review: We routinely review our data security policies and practices to ensure alignment with stringent standards of data protection.
• Access Controls and Monitoring: Strict access controls are enforced, and monitoring mechanisms are in place to ensure that personal information is accessed solely for authorized purposes and is safeguarded against unauthorized use.

Your Rights

You maintain the right to inquire about the personal information we hold about you and request corrections for any inaccuracies. Should you harbor concerns regarding the overseas disclosure of your personal information, we encourage you to reach out to us via email.

At Doctor Help, safeguarding your privacy remains paramount, and we are dedicated to upholding the highest standards of data protection across all our global operations.

Cookie Policy

This Cookie Policy explains how Doctor Help (“Company,” “we,” “us,” and “our”) uses cookies and similar technologies to recognize you when you visit our website at https://doctorhelp.com.au (“Website”). It explains what these technologies are and why we use them, as well as your rights to control our use of them.

In some cases we may use cookies to collect personal information, or that becomes personal information if we combine it with other information.

What are cookies?

Cookies are small data files that are placed on your computer or mobile device when you visit a website. Cookies are widely used by website owners in order to make their websites work, or to work more efficiently, as well as to provide reporting information.

Cookies set by the website owner (in this case, Doctor Help) are called “first-party cookies.” Cookies set by parties other than the website owner are called “third-party cookies.” Third-party cookies enable third-party features or functionality to be provided on or through the website (e.g., advertising, interactive content, and analytics). The parties that set these third-party cookies can recognize your computer both when it visits the website in question and also when it visits certain other websites.

Why do we use cookies?

We use first- and third-party cookies for several reasons. Some cookies are required for technical reasons in order for our Website to operate, and we refer to these as “essential” or “strictly necessary” cookies. Other cookies also enable us to track and target the interests of our users to enhance the experience on our Online Properties. Third parties serve cookies through our Website for advertising, analytics, and other purposes. This is described in more detail below.

How can I control cookies?

You have the right to decide whether to accept or reject cookies. You can exercise your cookie rights by setting your preferences in the Cookie Consent Manager. The Cookie Consent Manager allows you to select which categories of cookies you accept or reject. Essential cookies cannot be rejected as they are strictly necessary to provide you with services.

The Cookie Consent Manager can be found in the notification banner and on our website. If you choose to reject cookies, you may still use our website though your access to some functionality and areas of our website may be restricted. You may also set or amend your web browser controls to accept or refuse cookies.

The specific types of first- and third-party cookies served through our Website and the purposes they perform are described in the table below (please note that the specific cookies served may vary depending on the specific Online Properties you visit):

Analytics and customization cookies:
These cookies collect information that is used either in aggregate form to help us understand how our Website is being used or how effective our marketing campaigns are, or to help us customize our Website for you.

Name:NID
Purpose:Set by Google to set a unique user ID to remember user preferences. Persistent cookie that stays for 182 days
Provider:.google.com
Service:Google View Service Privacy Policy
Country:United States
Type:server_cookie
Expires in:6 months

How can I control cookies on my browser?

As the means by which you can refuse cookies through your web browser controls vary from browser to browser, you should visit your browser’s help menu for more information. The following is information about how to manage cookies on the most popular browsers:

• Chrome
• Internet Explorer
• Firefox
• Safari
• Edge
• Opera

Data Security

Security of Your Personal Information

Doctor Help is dedicated to ensuring the security of the information you provide to us. To prevent unauthorised access or disclosure, we have implemented appropriate physical, electronic, and managerial procedures. These measures are designed to safeguard and secure information, protecting it from misuse, interference, loss, and unauthorised access, modification, or disclosure.

Data Retention:

Information is retained for the duration necessary for business purposes or as required by law. Typically, electronic or hard-format files are stored for 7 years to comply with legal requirements. Personal information will be destroyed or re-identified when it is no longer needed, unless legal obligations dictate otherwise.

Breach Response:

In the event of a security breach, we are committed to taking swift action. This includes securing the breach, notifying affected parties if their information is compromised, implementing measures to prevent further breaches, and reporting serious breaches to the appropriate authorities. Our goal is to ensure the integrity and confidentiality of your personal information.Your Choices

You have the right to control the collection and use of your personal information. You can opt-out of non-essential communications and choose not to provide certain information, although this may limit our ability to provide specific services.

Updates to Privacy Policy

Doctor help may update this Privacy Policy to reflect changes in our practices. We encourage you to review this policy periodically for any updates.

Consent

By using our Website or accepting terms referencing this privacy policy, you agree to its terms.

 

Handling of Sensitive Information

At Doctor Help, we recognize the importance of protecting sensitive information, such as health data, biometric information, and other sensitive details. In compliance with the Australian Privacy Principles (APPs), sensitive information will only be collected with your explicit consent or when required by law. Sensitive information will be used solely for the purpose for which it was collected, such as to provide medical consultations or related services, and will not be disclosed without your consent unless legally required. This includes any information related to your health, prescriptions, or medical history.

Overseas Data Transfers

In some cases, Doctor Help may transfer your personal information to our global teams or third-party service providers located outside of Australia for the purposes of delivering services to you. We ensure that these transfers comply with all relevant privacy laws and that appropriate data protection safeguards are in place. By using our services, you consent to the transfer of your personal information to overseas locations. If you have any concerns about how your data is handled in these circumstances, please contact us for more information.

Handling of Third-Party Data

If you provide us with personal information about a third party (such as a family member or healthcare provider), you confirm that you have obtained the necessary consent from the third party to provide their information to us. We will treat this information according to the terms of this Privacy Policy and the Australian Privacy Principles.

Your Rights and Controlling Your Personal Information

You have the right to control how your personal information is collected, used, and shared. You may request access to the personal information we hold about you and ask us to correct any inaccuracies. You can also opt-out of non-essential communications or update your communication preferences at any time by contacting us directly or using the unsubscribe feature in our emails. Please note that opting out of certain information-sharing practices may affect the services we can provide to you.

Anonymity and Pseudonyms

Where practicable, Doctor Help allows users to engage with us anonymously or through a pseudonym. However, due to the nature of our services, certain personal information is required to provide medical consultations and other health-related services, and full anonymity may not always be possible.

Data Breach Response Plan

In the event of a data breach that may compromise your personal information, Doctor Help has a robust data breach response plan in place. We will assess the breach, take immediate action to secure your data, notify affected individuals if their information has been compromised, and report serious breaches to the relevant authorities in accordance with the Notifiable Data Breaches (NDB) scheme. We are committed to minimizing any potential harm and ensuring the integrity of your personal information.

Complaints Handling

If you have any concerns about how we have handled your personal information or wish to lodge a complaint, you can contact us directly at contact@doctorhelp.com.au. We will promptly investigate your complaint and aim to resolve it within one month. If you are not satisfied with our response, you have the right to contact the Office of the Australian Information Commissioner (OAIC) for further assistance.

Use of Web Beacons

In addition to cookies, Doctor Help may use web beacons (also known as clear GIFs) to monitor user interactions on our website and gather data on how our services are used. Web beacons help us track the effectiveness of our marketing campaigns and measure user engagement. Web beacons do not collect personal information but may link to other data we collect, such as your IP address or browser information.

Clarification of Data Retention Policy

Doctor Help retains your personal information for the duration necessary to fulfill the purposes for which it was collected, or as required by law. Generally, we retain records for 7 years to comply with legal obligations. Once your personal information is no longer needed, we will securely destroy or de-identify it. You have the right to request that we delete your data when it is no longer necessary, subject to legal obligations that require retention.

Contact Us

If you have questions or concerns about our Privacy Policy, please contact us at contact@doctorhelp.com.au

Headquarter: 805/220 Collins St, Melbourne, VIC 3000,

Updated Date 17/10/2024