This policy explains how OnSet Health handles personal information in connection with its healthcare software, websites, and related services in Australia.

We aim to handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

1. Who this policy applies to

This Privacy Policy applies to OnSet Health websites, software products, support channels, sales activity, and related services.

OnSet Health provides software for healthcare and procedural-care operations. Our customers are usually healthcare providers, practices, clinics, or organisations. Where a customer uses our software to handle patient, clinician, operational, or billing information, that customer is usually responsible for deciding what information is entered and how it is used. We handle that information as a service provider and in accordance with our agreements with that customer.

2. Information we collect

We may collect contact and business details, including names, roles, organisation names, email addresses, phone numbers, billing details, and messages sent to us.

We may collect account, product, and support information, including login identifiers, workspace details, usage events, support requests, technical logs, device and browser information, and security records.

Because our products support healthcare workflows, information entered into our systems by customers may include health information or other sensitive information. We only collect or handle this kind of information where it is reasonably necessary for our services, authorised by our customer agreements, consented to where required, or otherwise permitted by law.

3. How we collect information

We collect information directly from you when you contact us, request a demo, sign up, use our products, or communicate with our team.

We may also collect information from customer administrators, authorised users, integrations, service providers, analytics tools, payment or billing systems, and publicly available business sources.

4. How we use information

We use personal information to provide, operate, secure, support, and improve our websites, products, and services.

We may also use information to respond to enquiries, manage accounts, process billing, send service messages, monitor reliability and security, investigate misuse, meet legal obligations, and communicate about relevant OnSet Health products or services.

We do not sell personal information. We do not use patient health information for advertising.

5. Disclosure of information

We may disclose personal information to our personnel, contractors, hosting and cloud infrastructure providers, communications providers, analytics providers, payment and accounting providers, professional advisers, and other service providers who help us operate our business and services.

We may also disclose information where required or authorised by law, to protect rights, safety, and security, to investigate suspected misuse, or as part of a business sale, merger, restructuring, or transfer.

Where a customer uses our software, information may be disclosed to that customer, its authorised users, and integrations or service providers configured by that customer.

6. AI providers, data processing, and connected service data

We do not share your personal information with external AI providers or data processing companies without your consent.

Where information is sent to an approved service provider for permitted operational purposes, we take reasonable steps to remove, mask, or de-identify directly identifiable information before transfer where practicable.

If you connect a third-party data source or API-supported service to an OnSet Health product, data obtained through that connection is not shared with, processed by, or otherwise made available to any third party, including external AI providers or external data processing services, unless you have given consent and the applicable service terms permit it.

Connected service data is not shared with or processed by any external AI providers.

7. Overseas processing

Some providers that help us operate our services may store or process information outside Australia. Where we disclose personal information overseas, we take reasonable steps to use reputable providers and apply contractual, technical, and organisational safeguards appropriate to the information and service.

8. Security and retention

We use reasonable technical and organisational measures designed to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

We retain personal information for as long as needed to provide our services, meet legal and accounting obligations, resolve disputes, maintain security, and comply with customer agreements. Customer-controlled information is retained or deleted according to the relevant customer agreement, product settings, and lawful instructions.

9. Access and correction

You may request access to personal information we hold about you or ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant, or misleading.

If your information is held inside an OnSet Health product controlled by one of our customers, we may need to refer your request to that customer or work with them to respond.

10. Complaints

If you have a privacy concern, contact us first so we can review it and respond. We may ask for details needed to identify you, understand the issue, and investigate the concern.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner.

11. Changes to this policy

We may update this Privacy Policy from time to time. The updated version will be published on this page with a new effective date.

Contact

For privacy questions, access or correction requests, or complaints, contact OnSet Health at support@onset.health.

You can also learn more about privacy rights in Australia from the Office of the Australian Information Commissioner.