Frequently Ask Questions
At Abby Health, your privacy is our top priority.
This Privacy Policy explains how we collect, use, and protect your personal information. By using our services, you consent to these practices.
We collect necessary personal and health information to provide seamless care through our digital health clinic.
Your data is securely stored and used only for the purposes outlined in this policy.
You have the right to access and correct your information. For full details, please review our complete Privacy Policy on our website.
Thank you for trusting Abby Health with your healthcare needs!
This Privacy Policy sets out how and why Abby Health Technology Pty Ltd ACN 651 158 940 (“Abby Health”, “we” or “us”) collects, stores, uses, and discloses your personal information and how you may access and correct your personal information. Your privacy is of utmost importance to us, and we are committed to protecting it.
Summary:
This Privacy Policy explains how we collect, use, and protect your personal information. By using our services, you agree to this policy.Abby Health provides a comprehensive digital health clinic designed to offer on-demand, affordable healthcare anywhere, anytime. By integrating advanced artificial intelligence with experienced doctors, we provide seamless care throughout the entire healthcare lifecycle. Our services include answering health-related questions, conducting symptom checks, facilitating telehealth consultations, and ensuring thorough follow-up care. Our platform http://www.abbyhealth.app (“Platform”) and the Abby Health App available on the Apple App Store (“App”) enable users to access these services.
By clicking the “I Agree” button, using our health journaling and associated services (“Services”), accessing our Platform, registering or using the App, or providing us with your personal information, you consent to your information being handled as set out in this Privacy Policy. If you are accessing the Platform or App on behalf of someone else and providing personal information about that person, you agree to be bound by this Privacy Policy and represent that you have obtained the necessary consent to provide that individual’s personal information to Abby Health.Abby Health may update this Privacy Policy from time to time, so please review it periodically for changes on our website at http://www.abbyhealth.app.
Your continued use of our Services (including our Platform), requesting our assistance, or the provision of further personal information to us (directly or via an authorised person) after this Privacy Policy has been revised, constitutes your acceptance of the revised Privacy Policy.
2. What Kind of Personal Information Do We Collect?
We only collect the personal information that is necessary and relevant to provide you with our Services, including symptom insight reports and summary reports for discussion with your treatment team, and to manage the Platform and Services. This information may include:
Personal Identifiers:
• Name
• Address
• Date of birth
• Age
• Sex
• Occupation
• Email
• Contact details
Health Information:
• Diagnoses
• Symptoms
• Medical history
• Treatment records
• Specialist reports
• Test results
• Current medications
• Allergies
• Appointment details
Support Person Information:
• Contact details of any support person using the Platform or Services on your behalf
Usage Data:
• Details of your use of the Platform, Services, and App, including uploaded information and communication details
Technical Data:
• Statistical information about visitors, collected using cookies and other technologies, which does not personally identify you
Communication Records:
• Information provided for support or troubleshooting via various communication channelsIf we receive unsolicited personal information, we will review and consider if it is necessary for our functions and, if not, delete or de-identify it.
3. How Do We Collect Personal Information?
We will generally collect personal information:Direct Collection:
• When you provide your details directly to us via text fields, audio recordings, forms, surveys, emails, phone calls, video conferences, or paper forms (e.g., “When you book an appointment through our App”)
Support Persons:
• From a person supporting you or responsible for your care
Third-Party Sources:
• From other members of your treating team, third-party partners, diagnostic centers, specialists, hospitals, and other healthcare providers, as permitted by law.
If you don’t provide us with certain personal information, or if you request that we de-identify personal information we hold about you, we may be unable to provide you with the Services through the Platform or App.
4. How Do We Hold Your Personal Information?
We take all reasonable steps to protect your personal information, which is stored in secure electronic databases located in Australia. Our security measures include:Physical Security:• Secure premises with controlled accessElectronic Security:
• Password protection Varying access levels
• Encryption to protect data from unauthorised accessRegular Updates:
• Staff confirmation of contact details
• User notifications for data updatesWe retain health information as required by law and allow you to access or download your records upon request. Although we strive to secure your data, we cannot guarantee unauthorised access prevention, and we manage data breaches according to the Notifiable Data Breach (NBD) Scheme under the Privacy Act.
Improvement: Specify data retention periods and the rationale behind them.
Example:We retain health information as required by law and allow you to access or download your records upon request. Typically, we retain health records for a minimum of 7 years, in accordance with regulatory requirements. Although we strive to secure your data, we cannot guarantee unauthorised access prevention, and we manage data breaches according to the Notifiable Data Breach (NBD) Scheme under the Privacy Act.
5. How Do We Use Your Personal Information?
We will treat your personal information as strictly private and confidential. We will only use or disclose it to provide you with our Services, or if we are required by law to disclose it or are requested to provide it, or in ways that you have authorised us or would reasonably expect in connection with our provision of the Services.You agree that we may retain or use your personal information:
• To provide you with the Services through the Platform or App, including health journaling, AI-assisted symptom analysis, and generating symptom reports and summaries for your treatment team (with your consent)
• To contact you about our Services, updates, and content of interest
• To provide user assistance, account management, and administrative communications• For research purposes, including improving and personalising user experience
• To send you marketing and promotional messages, with opt-out options
• To analyse usage data to generate aggregated, de-identified user trend reports
• To conduct verifications, credential checks, and compliance monitoring
• For quality assurance and training purposes
• To provide de-identified stories or commentary on our website and social media• To allow controlled use of personal information by third parties with whom we have a commercial relationship, to provide you with relevant servicesWe will not use your personal information for purposes other than those stated without your consent.
6. When Might We Disclose Your Personal Information?
We may disclose your personal information to:
• Related Entities: Any related entity of Abby Health
• Legally Required Entities: Entities required or permitted by law, including statutory authorities, health practitioners, support teams, Medicare, emergency services, and government bodies
• Medical Practitioners and Support Teams: For sharing symptom summaries or reports (with your consent)
• Service Providers: Third parties providing services on our behalf, such as AI assistant providers, IT service providers, data storage, and web-hosting services
• Commercial Partners: Third-party partners for providing relevant services or opportunities, with statistical data provided in de-identified form
• Payment Processors: For processing payments
• Referring Entities: If you were referred by a third party, for reporting and invoicing purposes
• Consent-Based Entities: Other entities with your express consentTelehealth Integration with Dot.Doctor: To provide telehealth services through our partnership with Dot.Doctor, we may share your personal information, including health data, with Dot.Doctor’s clinicians. This information includes a handover summary of your condition and other relevant health data necessary for the telehealth consultation. Such data sharing will only occur with your explicit consent. Dot.Doctor’s clinicians are responsible for your medical care once a handover is made.
7. Does Abby Health Use Personal Information for Direct Marketing?
We may use your personal information for direct marketing to inform you about Abby Health and related services. These communications may include emails, SMS, mail, or other forms. We will only send you direct marketing communications with your consent. By using our Services and Platform, you consent to this use. You can opt-out at any time by contacting us or using the provided opt-out facilities (e.g., an unsubscribe link in any marketing email).
8. How Can You Access Your Personal Information?
You have the right to access the personal and health information we hold about you. To request access, email our Privacy Officer at the details below. We will respond within a reasonable period.
Access Procedure:
Contact our Privacy Officer by email or phone. Provide necessary identification to verify your request. We will respond within 30 days for non-urgent matters and sooner for urgent requests. Access may be denied in certain circumstances permitted by law, such as if it poses a serious threat to health or safety. We will explain the reasons for any denial and your options. We may charge a reasonable fee for access or correction, as permitted by law.
9. How Can You Correct Your Personal Information?
We strive to keep your personal information accurate, complete, and up-to-date. You can review, edit, correct, or delete any personal information you submit to us at any time.
Correction Procedure:
Log into your account on the Platform or App. Navigate to “Settings” and update your personal details. Alternatively, contact our Privacy Officer for assistance. Please contact us using the details below if there are any changes to your personal information or if you believe it is not accurate, complete, or up-to-date. We will update your record accordingly.
10. Privacy Questions and Complaints
If you have questions about privacy issues or wish to complain about a breach of privacy laws or the handling of your personal information, please contact our Privacy Officer: Telephone: +61 402045027, or Email: sam@abbyhealth.app.
Complaint Handling Procedure:
Contact our Privacy Officer with details of your complaint.We will acknowledge receipt within 5 business days. We will investigate and respond to your complaint within 30 days. For urgent matters, please call us directly for immediate assistance. If you are dissatisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner or your relevant State Privacy Commissioner.
11. Anonymity and Pseudonyms
The Privacy Act provides that individuals can choose not to identify themselves or use a pseudonym when using our Services, except where it is impracticable for us to deal with you without identification. Our Services require specific health information, so provision of relevant personal information is necessary. However, where lawful and practicable, you may elect to deal with us anonymously or using a pseudonym.
Examples:
• You can choose a pseudonym for non-health related inquiries.
• For health services, accurate personal information is necessary for quality care.
12. Finding Our Privacy Policy
This Privacy Policy is available on the Platform through a web browser at https://app.abbyhealth.app/privacy-policy and in the App. It may also be referenced in our communications and marketing materials.
13. Links to Third-Party Websites
Our website may contain links to third-party websites. If you click on such links, you will be transferred to the website of these entities. Abby Health has no control over, and is not responsible for, the privacy practices of these entities. You should read the privacy policy of these entities to find out how they handle your personal information.
14. Cookies
Our Platform and App may use analytical tools and cookies to collect and track personal information. By using our Services, Platform, and App, you consent to the use of such technologies and cookies.Types of Cookies*:
• Necessary Cookies: Essential for the website to function.
• Functional Cookies: Enable enhanced functionality and personalisation.
• Analytical Cookies: Collect information on how users interact with the site to improve performance.
• Marketing Cookies: Track user activity to provide targeted advertising.Managing Cookies:
• You may block or restrict cookies by adjusting your internet browser settings, but doing so may affect the functionality of our Platform and App, and your access to the Services.
Last Updated
This Privacy Policy was last updated on Thursday, 13 June, 2024. This final revision incorporates detailed improvements for better alignment, transparency, and user understanding. Please review to ensure it meets your requirements.
