1. Overview

Thank you for using ScriptNow, a telehealth platform that connects individuals with Australian-licensed health practitioners for medical consultations, prescriptions, and medical certificates. Your privacy is important to us and we are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) (Privacy Act), which includes the Australian Privacy Principles (APPs) and any related privacy codes.

This Policy outlines how we collect, use, disclose and store your personal information and lets you know how you can access that information. This Policy applies to our obligations when handling information in Australia.

Please read this Policy carefully and contact us using the details below if you have questions.

2. Consent

By providing personal information, you consent to us collecting, using, storing and disclosing your personal information in accordance with this Policy or as required or permitted by law. If you continue using our services, then we will treat your use as your consent to us handling your personal information in accordance with this Policy.

We will generally obtain consent from the owner of personal information to collect their personal information. Consent will usually be provided in writing; however, sometimes it may be provided orally or may be implied through a person’s conduct. We endeavour to only ask for your personal information if it is reasonably necessary for the activities that you are seeking to be involved in.

3. Information We Collect

Personal Information

• Your name, address, and contact details
• Date of birth and gender
• Medicare card number and concession card details
• Any photos or medical records that you upload
• Device information, IP address, and browsing behaviour
• Information contained in communications between you and us

Health Information

• Medical history, symptoms, and health conditions
• Consultation records and prescriptions
• Audio-visual recordings of consultations for quality and training purposes

If you choose not to provide information as requested, we may not be able to service your needs. For example, it will not be possible for us to provide you with our telehealth services if you want to remain anonymous.

4. How We Use Your Information

We collect and use your personal information for the following purposes:

• To provide telehealth consultations and medical services
• To issue prescriptions and medical certificates
• To facilitate communication between you and healthcare providers
• To perform administrative and operational functions
• To comply with legal requirements and professional standards
• To improve our services through quality assurance and training
• To send you appointment reminders and health-related communications

5. Information Sharing

We may share your personal information with:

• Australian-licensed healthcare practitioners providing your care
• Partner pharmacies for prescription fulfillment
• IT service providers and data storage services
• Payment processing service providers
• Professional advisers and legal representatives
• Government agencies as required by law

We may send information to third parties that are located outside of Australia for the purposes of providing our services, including cloud storage providers in secure jurisdictions.

6. Data Security

We take all reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access. Our security measures include:

• Encrypted browsing through HTTPS
• Secure password storage in hashed formats
• Operating within secure cloud environments
• Regular security monitoring and updates
• Limited access controls for staff and contractors

While we implement industry-standard security measures, no internet transmission can be guaranteed to be 100% secure. You play an important role in keeping your information secure by maintaining the confidentiality of your account details.

7. Your Rights

You have the right to:

• Access your personal information held by us
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information (subject to legal requirements)
• Opt-out of marketing communications
• Lodge a complaint about our handling of your information

To exercise these rights, please contact us using the details provided below.

8. Data Retention

We retain your personal information only for as long as necessary to provide our services and comply with legal obligations. Health information is retained in accordance with Australian healthcare record-keeping requirements. When information is no longer needed, we securely destroy or de-identify it.

9. Cookies and Analytics

We use cookies and similar technologies to improve your experience on our website. These help us understand how you use our services and allow us to provide personalized content. You can control cookie settings through your browser, though some features may not work properly if cookies are disabled.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable laws. We will notify you of any material changes by posting the updated policy on our website. Your continued use of our services after such changes constitutes acceptance of the updated policy.

11. Complaints

If you believe your privacy has been breached or have a complaint about our handling of your personal information, please contact us using the details below. We take privacy complaints seriously and will respond within 5 business days to acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au or phone 1300 363 992.

12. Contact Us