ConsultDoc

Legal Information

Privacy Policy

About this Policy

ConsultDoc provides an AI-powered patient communication and appointment management platform designed to support interactions between patients and medical centres. This Privacy Policy explains how we collect, use, store, and disclose personal information when individuals use our platform, mobile application or interact with our services.

References to "we", "us", and "our" refer to ConsultDoc. References to "you" include patients who interact with the system, as well as medical centre staff, and other users of the platform.

We understand that personal information, particularly in a healthcare context, is sensitive. We are committed to handling all information in accordance with applicable privacy laws, including the Australian Privacy Act 1988 (Cth), and in line with healthcare data protection expectations.

1. Overview

ConsultDoc is an AI-powered patient communication and appointment management platform designed for medical centres and healthcare providers. This Privacy Policy explains how personal information is collected, used, stored, and protected when individuals interact with our services, including our voice AI system, clinic dashboard and, mobile application.

We recognise that patient information is sensitive and are committed to handling all data in accordance with applicable privacy laws, including the Australian Privacy Act 1988 (Cth), as well as general healthcare data protection standards.

2. Platform Scope

ConsultDoc enables medical centres to manage patient communication more efficiently by handling inbound calls through an AI assistant. The system captures patient details, understands the reason for the call, and converts this interaction into a structured appointment request that is made available to the clinic via a secure dashboard or mobile app.

The platform is designed to support communication workflows between patients and healthcare providers while ensuring that all interactions are handled securely and reliably.

3. Information We Collect

To provide our services, ConsultDoc collects personal information that is reasonably necessary to facilitate patient communication and appointment management. This typically includes basic patient details such as name, phone number, and email address, along with information related to the patient's request, including the reason for the appointment and preferred timing.

When a patient interacts with the ConsultDoc system, including through voice-based communication or the mobile application, relevant information may be captured and transcribed to ensure accurate understanding and processing of the request. This may include call recordings, transcripts, interaction data, and mobile-specific information such as device type, operating system, unique device identifiers, and app usage data. In addition, we may collect certain technical and system-related information, such as call metadata, platform usage data, and other technical details to support system performance, monitoring, and security.

ConsultDoc collects personal information only where it is reasonably necessary to perform its functions and activities. Where required, we obtain consent prior to collecting personal information.

In certain circumstances, the information we collect may include sensitive information, such as health-related details (for example, the reason for an appointment). We collect and handle such sensitive information only where it is necessary to provide our services and with the individual's consent, in accordance with applicable privacy laws.

We are committed to data minimisation and collect only the information required to deliver our services effectively.

4. How We Use Information

ConsultDoc uses the collected information to enable the core functionality of the platform, including capturing patient requests and converting them into structured appointment requests for medical centres. Once a patient interaction is completed, the captured details are securely stored and made available through the platform or mobile app to the relevant medical centre.

Authorised clinic staff, including administrative teams and healthcare practitioners, may access this information to review, manage, and confirm appointments. This ensures that patient requests are handled efficiently and accurately within the clinic's workflow.

In addition, ConsultDoc may use patient contact details, such as phone numbers, to support appointment-related communication. This includes sending confirmations, reminders, and follow-up notifications via SMS, push notifications, or other communication channels, as required to support patient engagement and reduce missed appointments.

The information may also be used to improve system performance, enhance accuracy, and ensure reliable operation of the platform. ConsultDoc does not use personal information for unrelated commercial purposes and does not sell personal data.

5. How Information is Shared

ConsultDoc shares personal information only where it is necessary to provide the service. Patient information collected through the platform is shared with the relevant medical centre to enable appointment scheduling, communication, and patient management processes.

This information may be accessed by authorised personnel within the medical centre, including administrative staff and healthcare practitioners involved in the patient's care or appointment handling. The sharing of this information is limited to what is necessary for operational and clinical workflows.

We may also share information with trusted third-party service providers who support the operation of our platform, including mobile app services, cloud infrastructure, and communication services. These providers are required to maintain strict confidentiality and comply with appropriate data protection standards. These third-party providers may include communication service providers (such as SMS and voice infrastructure providers), cloud hosting providers, and other technology partners that support the delivery of our platform. These providers are engaged strictly for service delivery purposes and are required to handle personal information in accordance with applicable data protection standards and confidentiality obligations.

In certain circumstances, we may disclose personal information if required to do so by law or in response to valid requests from regulatory or government authorities.

6. Data Security

We implement a range of technical and organisational measures to protect personal information from unauthorised access, misuse, or disclosure. All data is encrypted both during transmission and when stored, ensuring a high level of protection. Where personal information relates to a minor, it is expected that such information is provided by a parent or legal guardian, or with appropriate consent.

Access to data is controlled through role-based permissions, meaning only authorised personnel can view or manage sensitive information. In addition, the platform and mobile application are continuously monitored to detect and respond to potential security risks.

These measures are designed to ensure that patient interactions and clinic data remain secure at all times.

7. Data Breach Notification

ConsultDoc maintains processes to detect, assess, and respond to data security incidents. In the event of a data breach that is likely to result in serious harm, we will comply with applicable data breach notification obligations under Australian law. This includes notifying affected individuals and relevant regulatory authorities where required.

8. Data Retention

ConsultDoc retains personal information only for as long as necessary to fulfil the purposes for which it was collected, including supporting appointment management, communication workflows, and meeting legal or regulatory obligations. When personal information is no longer required, it is securely deleted or de-identified in accordance with applicable data protection standards.

9. Data Storage and Transfers

Personal information is stored using secure infrastructure that may be located in Australia or other trusted regions. Where data is transferred across regions, appropriate safeguards are implemented to ensure that it remains protected and handled in accordance with applicable privacy standards.

Where personal information is disclosed to overseas recipients, ConsultDoc takes reasonable steps to ensure that such recipients do not breach the Australian Privacy Principles in relation to that information.

10. User Rights

Individuals may have the right to access the personal information held about them, request corrections if the information is inaccurate, or request deletion where applicable.

Requests relating to personal information can typically be made through the relevant medical centre or by contacting ConsultDoc directly. We take reasonable steps to respond to such requests in accordance with applicable laws.

To protect personal information, we may require verification of identity before processing any requests to access, correct, or delete personal data.

11. Cookies and Tracking

ConsultDoc may use cookies and similar technologies to support platform functionality, enhance user experience, and analyse system performance. These technologies help us understand how the platform is used and allow us to improve its effectiveness.

Users can manage cookie preferences through their browser settings. Mobile app users may also manage certain tracking settings through the app permissions and settings.

12. Third-Party Integrations

ConsultDoc may integrate with third-party systems, such as practice management software or communication tools, to enhance functionality. These third parties operate under their own privacy policies; however, we ensure that all integrations meet appropriate security and data protection standards.

13. Updates to this Policy

This Privacy Policy may be updated from time to time to reflect changes in our services or legal requirements. The most current version will always be available through our platform and mobile application.

14. Contact

For any questions, concerns, or requests related to this Privacy Policy or personal data handling, you can contact:

ConsultDoc Privacy Team

Email: info@doctordirect.ai

Address: 416A, Ground floor St Kilda Rd Melbourne VIC 3004

15. Assurance

ConsultDoc is built to securely manage patient communication and appointment workflows, ensuring that all data is handled with confidentiality, integrity, and reliability. By using the mobile application or platform, you consent to the collection and processing of information as described in this Privacy Policy.

For account and personal data deletion steps, see Account Deletion Policy.