Privacy Policy

This policy sets out the privacy policy of Dokotela Pty Ltd ABN 22615 628 236 (referred to in this privacy policy as ‘we’, ‘us’, or‘our’). At Dokotela we aim to make specialist care more accessible by connecting patients across Australia with specialist doctors and clinicians andis designed to facilitate collaborative care through a secure online booking and video-conferencing platform. We take our privacy obligations seriously and we’ve created this privacy policy to explain how we store, maintain, use and disclose personal information.By providing personal information (including sensitive information) to us, you consent to our storage, maintenance, use and disclosing of personal information in accordance with this privacy policy.We may change this privacy policy from time to time by posting an updated copy on our website and we encourage you to check our website regularly to ensure that you are aware of our most current privacy policy.

The personal information we collect may include the following:
(a)                name;
(b)                mailing or street address;
(c)                email address;
(d)                social media information;
(e)                telephone number and other contact details;
(f)                  age;
(g)                date of birth;
(h)                credit card or other payment information;
(i)                  sensitive information (such as health information) as set out below in section 7;
(j)                  information about your businessor personal circumstances;
(k)                information in connection withclient surveys, questionnaires and promotions;
(l)                  your device identity and type, I.P. address, geo-location information, page view statistics, advertising data and standard web log information; (m)               information about third parties; and
(n)                any other information provided by you to us via our website or our online presence, or otherwise required by us or provided by you.

3.1        We will need to collect your personal information to operate our online bookings system to facilitate the provision of healthcare services to you by independent practitioners. Our main purpose for collecting, using, holding and sharing your personal information is to facilitate the management of your health by those independent practitioners. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).

How we collect information from you

‍We may collect personal information where you:
(a)                sign up and register an accountthrough us;
(b)                upload your personalinformation on any applications or services operated by us;
(c)                contact us through our website;
(d)                receive goods or services fromus;
(e)                submit any of our online enquiry or feedback forms;
(f)                  communicate with us via email,telephone, SMS, social applications (such as Facebook) or otherwise;
(g)                participate in any of ourservices;
(h)                interact with our website,social applications, services, content and advertising; and
(i)                  invest in our business orenquire as to a potential purchase in our business. 

How we collect information from third parties

‍Where possible, we collect your personal information directly from you. However, there may be occasions when we collect personal information (including sensitive information) about you from someone else. For example, a parent or guardian (where you are under the age of 18 years, and we determinethat you do not have the capacity to consent) or where we receive a referral for our services from another health care provider. 

How you provide information for someone else

If you are providing personal and/or sensitive information on behalf of someone else, you must have the consent of that person to provide their personal and/or sensitive information to us to be collected, used, and disclosed in accordance with this privacy policy. This includes where you are an NDIS participant’s nominee, support coordinator, plan manager or representative. We reserve the right to request evidence of this consent.If you are providing personal and/or sensitive information on behalf of someone under the age of 18 (Minor), you must be that Minor’s parentor legal guardian and you must provide consent for the Minor’s personal and/orsensitive information to be collected, used and disclosed in accordance withthis privacy policy. 

How we collect information from cookies

‍We may also collect personal information from you when you use or access our website or our social media pages. This may be done through use of web analytics tools, ‘cookies’ or other similar tracking technologies thatallow us to track and analyse your website usage. Cookies are small files thatstore information on your computer, mobile phone or other device and enable andallow the creator of the cookie to identify when you visit different websites. If you do not wish information to be stored as a cookie, you can disablecookies in your web browser.
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We respect your privacy, and we will take reasonable steps to keep yourpersonal information confidential and protected.

We may disclose your personal information to:
(a)                relevant staff to deliver ourservices to you;
(b)                general or specialist practitionersand health care providers on the platform who will provide medical and healthservices to you;
(c)                our professional advisors such aslawyers, accountants and auditors;
(d)                our related entities; or
(e)                any third parties you have consented personal information to be disclosed to.

We may also disclose personal information to third party contractors as required for us to provide our goods and services to you, suchas cloud-service providers, software providers, IT professionals, marketing agencies, third party payment providers and debt collection agencies. We take care to work with such third parties who we believe maintainan acceptable standard of data security and require them not to use your personal information for any purpose except for those activities we have asked them to perform on our behalf. We may use third party service providers for disaster recovery services. To the extent necessary to receive those disaster recovery services,we will provide your data to that third party service provider.  We may also use third party service providersto audit the infrastructure and applications we use to store your data. To the extent necessary to receive those audit services, we will provide your data to that third party service provider.

We’ve endeavoured to ensure that our use and collection of your datais clear and as transparent as possible, but in the interests of keeping this policy concise it’s not possible to list every circumstance in which we willuse your data.

We will not otherwise disclose your personal information unless:
(f)                  you have consented to usdisclosing your personal information for particular circumstances;
(g)                as needed in an emergency or ininvestigation suspected criminal activity;
(h)                we are required to discloseunder a subpoena, court order or other mandatory reporting requirements;
(i)                  we reasonably believe that disclosure of your information is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health orsafety, and it is unreasonable or impracticable to obtain your consent;
(j)                  it is reasonably necessary forthe establishment, exercise or defence of a legal claim; or
(k)                it is otherwise authorised or required by law.

All personal information we collect is stored on servers located in Australia and, for the most part, we do not disclose or transfer personal information overseas. However, we may have some operational staff located overseas includingin the Philippines and the European Union who may have accessto the personal information we hold on servers in Australia to provide our goods and services to you. The cloud service providers we engage to provide us Australian-based servers may operate overseas disaster recovery sites or have personnel overseas who may access the personal information we hold to assist us in managing our servers. We also may use Google Analytics to track web traffic information which is operated by Google which stores information across multiple countries. When you communicate with us through a social media service such as Facebook or Twitter, the social media provider and its partners may collect and hold your personal information overseas.

Collection of sensitive information

We may collect sensitive information about you during the course of providingyou our goods and services. We will only collect this sensitive informationwhere you consent to such collection and either directly provide us with this informationor it is provided by a referring health care provider with your consent.  

‍Types of sensitive information we collect:

The sensitive information we collect may include the following:
(a)                health and medical information,history and reports;
(b)                referring health care providerand associated referral documents;
(c)                your NDIS participant details,plan goals and management of funding for goods and services;
(d)                private health fund and privatehealth insurance cover details;
(e)                Medicare number, healthcareidentifiers or concession card or other entitlement details; and
(f)                  any other sensitive informationprovided by you or a third party to us via our website or platforms, orotherwise provided by you or a third party to us. 

How we use your sensitive information

Your sensitive information will only be used for the purpose of:
(a)                providing you with goods andservices;
(b)                complying with our legal obligations, or enforcing our agreements with you;
(c)                sending you messages,reminders, notices, updates, security alerts, and other information requestedby you;
(d)                recording/transcription of yourappointments with your consent; or
(e)                any other purpose which ispermitted or required under applicable privacy laws. 

How we disclose your sensitive information

Your sensitive information will only be disclosed to third partiesfor the purpose of:
(a)                providing you with services(and other related purposes, for example liaising with other support,healthcare or medical services providers who will provide you with services);
(b)                providing a referral to anotherhealth care provider; or
(c)                any other purpose which is permitted or required under applicable privacy laws. 
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How you can withdraw consent

‍If you wish to withdraw your consent to our collection, use or disclosure of your sensitive information, please contact us using the contactdetails set out below. We will deal with all such requests within a reasonabletimeframe.

We may at times send you marketing communications which will be done in accordance with the Spam Act 2003 (Cth) (Spam Act). If we do, we may use email, SMS, social media, phone or mail to send you direct marketing communications. Where consent is needed, we will ask you for your consent before sending you marketing communications, except where you:
(a)                have explicitly opted-in toreceiving email marketing from us in the past; or
(b)                were given the option to opt-out of email marketing when you initially signed up for one of ourplatforms and you did not do so.You can, at any time, opt out of receiving marketing materials from us by using the opt-out facility provided (e.g., an unsubscribe link on emailswe send you) or by contacting us via the details provided at the end of this privacy policy. We will implement such a request as soon as possible, however,cannot guarantee that such a response will be immediate.

The information we collect may have analytical, educational, or commercial value to us. Where we have de-identified the information we have collected, we reservethe right to process and discuss such information. We will seek your consent torelease any de-identified written documentation

We take reasonable steps to ensure your personal information issecure and protected from misuse or unauthorised access. Our information technology systems are password protected, and we use a range of administrative and technical measures to protect these systems. However, we cannot guarantee the security of your personal information.

Our website may contain links to other websites. Those links areprovided for convenience and may not remain current or be maintained. We are not responsible for the privacy practices of those linked websites and wesuggest you review the privacy policies of those websites before using them.

If you wish to request access to the personal information we holdabout you, please contact us using the contact details set out below including your name and contact details. We may need to verify your identity beforeproviding you with your personal information. In some cases, we may be unableto provide you with access to all your personal information and where this occurs, we will explain why. We will deal with all requests for access to personal information within a reasonable timeframe. If you think that any personal information we hold about you is inaccurate, please contact us using the contact details set out below and wewill take reasonable steps to ensure that it is corrected.We will also stop processing data on your request and you may also request that we delete the data held about you.

If you would like a copy of the information which we hold about you or believe that any information we hold on you is inaccurate, out of date,incomplete, irrelevant or misleading, please email us using the contact details set out in the ‘Contact Us' section below.We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act 1988 (Cth).

13. COMPLAINTS

If you wish to complain about how we handle your personalinformation held by us, please contact us using the details set out belowincluding your name and contact details. We will investigate your complaintpromptly and respond to you within a reasonable timeframe.If you are still concerned, you may also contact the Officeof the Australian Information Commissioner (OAIC). Generally, the OAIC will require you to give them time to respond before they will investigate. Forfurther information visit www.oaic.gov.au or call the OAICon 1300 336 002.2                    

14. CONTACT US

For further information about our privacy policy or practices, or toaccess or correct your personal information, or make a complaint, please contact us using the details set out below:
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Elizabeth Brown
Email: Elizabeth.brown@dokotela.com.au

Our privacy policy was last updated on 17/11/2025.