DocTel – Privacy Policy

Last Updated: Nov/2025

DocTel Pty Ltd ACN 693293435 (“DocTel”, “we”, “our”, “us”) respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and all applicable healthcare and telehealth privacy obligations.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our websites, telehealth platform, and related services (“Platform”).

By using the Platform, you consent to the practices described in this Policy.

1. What Information We Collect

We only collect information necessary to operate a safe, legal, compliant telehealth service.

1.1 Personal Information

This includes:

  • Name, date of birth, gender

  • Contact details (email, phone, address)

  • Identification documents (if required)

  • Payment and billing information

  • Account login information

1.2 Health Information (Sensitive Information)

This includes:

  • Medical history

  • Symptoms, conditions, and consultation notes

  • Medication history and allergies

  • Pathology results (if provided)

  • Practitioner correspondence

  • Telehealth recordings where required or consented

  • Any documents you upload (e.g., AHPRA compliance forms)

Health information is handled strictly in line with the APPs and healthcare confidentiality obligations.

1.3 Technical & Usage Data

We automatically collect:

  • Device information

  • Log files

  • IP address

  • Browser type

  • Usage analytics

  • Cookies and tracking data

This helps us maintain security, improve performance, and optimise the Platform.

2. How We Collect Your Information

We collect information:

  • When you create an account

  • When you book or attend a telehealth consultation

  • When you complete forms or questionnaires

  • When you upload documents

  • When you communicate with us or your practitioner

  • Automatically through the Platform’s technical systems

We may also receive information from third parties where you have authorised it, such as pharmacies, laboratories, and telehealth partners (e.g., Coviu, Halaxy, or other secure systems).

3. How We Use Your Information

We use your information to:

  • Provide telehealth and related services

  • Match you with practitioners

  • Maintain accurate clinical records

  • Enable payment processing

  • Verify identity

  • Improve our technology and user experience

  • Communicate booking updates, confirmations, or follow-ups

  • Meet legal, regulatory, and operational obligations

We do not sell your data.
We do not use your health information for advertising.

4. Disclosure of Information

We may disclose your personal or health information to:

4.1 Registered Healthcare Practitioners

Independent practitioners who provide your care.

4.2 Telehealth & Clinical System Providers

Such as:

  • Coviu

  • Halaxy

  • Secure clinical record solutions

  • Digital prescribing systems

  • Secure pharmacy partners

All partners are required to meet Australian privacy and security standards.

4.3 Pharmacies & External Healthcare Providers

Where required for:

  • Prescriptions

  • Referrals

  • Pathology/imaging requests

  • Clinical handovers

4.4 Payment Processors

Including Stripe or similar secure providers.

4.5 Legal & Regulatory Bodies

Where required by law, such as:

  • AHPRA

  • TGA

  • Medicare

  • Law enforcement

  • Court orders

4.6 Technical Service Providers

Who support secure hosting, cybersecurity, analytics, and operational features.

5. Storage & Security of Your Information

Your health information is stored in secure, compliant systems that meet Australian healthcare privacy requirements.

We implement:

  • Encrypted data transmission

  • Secure servers located in Australia (or approved jurisdictions)

  • Access controls and audit logs

  • Password and authentication protections

  • Restricted staff access to medical information

  • Secure backups

Clinical notes are accessible only to your treating practitioners and authorised clinical systems.

6. Data Retention

We retain health records for the minimum period required by Australian law, generally:

  • 7 years from the date of last contact for adults

  • Until the patient turns 25 for minors

We may retain non-clinical data longer where required for operational, legal, or audit purposes.

7. Your Rights

You have the right to:

  • Access your personal information

  • Request correction of inaccurate details

  • Request a copy of your health records

  • Withdraw consent (except where legally required)

  • Make a privacy complaint

Requests will be handled within a reasonable time frame.

8. Cookies & Tracking

We use cookies and similar technologies to:

  • Improve functionality

  • Maintain session security

  • Analyse usage patterns

  • Enable personalisation

You may disable cookies in your browser, but some features may not function properly.

9. Third-Party Links

Our Platform may link to third-party websites.
These are outside our control, and we are not responsible for their privacy practices.
Use them at your own discretion.

10. Overseas Disclosure

We aim to store data in Australia wherever possible.
If overseas disclosure occurs (e.g., secure cloud infrastructure), we ensure the provider meets strict privacy and security requirements that comply with the APPs.

11. Communications

By using the Platform, you consent to receiving:

  • Booking confirmations

  • Clinical updates

  • System alerts

  • Administrative messages

You may opt out of marketing emails at any time.
You cannot opt out of safety-critical or clinical communications.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in law, operations, or technology.
The “Last Updated” date will be adjusted accordingly.

Your continued use of the Platform indicates your acceptance of the updated Policy.

13. Contact Us

For privacy questions, access requests, or complaints:

 DocTel Pty Ltd
Email: privacy@doctel.com.au
Website: www.doctel.com.au

We will respond promptly and aim to resolve all privacy concerns in a timely and compliant manner.