Privacy Policy

Quick Overview

• We collect information you provide to us and information we gather when we interact with you
• We use this information to provide our services and improve your experience
• We protect your information using secure systems and processes
• You have rights regarding your personal information, including access and correction rights

The information we collect

Personal information: is information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable.

The types of personal information we may collect about you include:

• basic identifying and contact information, such as your name, email or phone number;
• details about payments to you from us and from you to us and other details of products and services you have purchased from us or we have purchased from you;
• information you provide to us when you participate in any interactive features, including surveys, feedback forms, contests, promotions, activities or events;
• your preferences in receiving marketing from us and our third parties and your communication preferences
• if we need to verify your identity (for example, because we have a legal obligation to do so), your government-issued identification and proof of address documents;
• if you access any software or websites we make available to you, details about your use of such platforms, which may include username and password details, your internet protocol (IP) address, your search queries or browsing behaviour (including through the use of cookies, tracking pixels, and other analytics tools); or
• where you are a worker of ours or applying for a role with us, your professional history such as your previous positions and professional experience, or whether you hold required authorisations or licences (if applicable).

How we collect personal information

We collect personal information in a variety of ways, including:

• when you interact directly with us, including face-to-face, over the phone, over email, or online;
• when you download, install, or use our mobile application;
• when you complete a form, such as registering for any events or newsletters, or responding to surveys;
• when you apply for a job with us; or
• when you use any software or website we operate and make available to you (including from any analytics and cookie providers or marketing providers. See the “Cookies” section below for more detail on the use of cookies);
• from third parties:
  - where you are a healthcare practitioner or you use our Platform to access health services, from our analytics providers such as Google Analytics; and
  - where you are a patient and use our Platform to access health services, health information provided by your healthcare practitioner (subject to your consent); or
• from publicly available sources.

Why we collect, hold, use and disclose personal information

We collect and use your personal information to run our business and provide our services as set out below.

Business operations
- To manage our relationship with you as a customer or supplier
- To process and deliver our products and services
- To handle your inquiries, support requests, and communications
- To maintain accurate records for billing and administration
- To verify your identity when required or permitted by law

Communication and support
- To respond to your questions and support requests
- To communicate important updates about our services
- To handle inquiries made through our website or platforms
- To manage your participation in surveys, feedback sessions, or events

Service improvement
- To conduct analytics and market research
- To improve our business operations and services
- To develop and enhance our applications and platforms
- To understand how our services are used

Marketing and promotions
- To send you promotional information about our services and events
- To inform you about products or services that may interest you
- To manage your marketing preferences
- To run competitions, promotions, and special offers
- To provide additional benefits to our customers

Employment purposes
- To assess employment applications
- To evaluate candidate qualifications
- To manage professional certifications and licences
- To maintain employment records

Legal and compliance
- To comply with our legal obligations
- To respond to court orders or legal processes
- To maintain required business records
- To fulfill regulatory requirements or reporting obligations
- To protect our legal rights and interests or as authorised by law

Our disclosures of personal information to third parties

Service providers
- IT service providers
- Data storage providers
- Web hosting and server providers
- Payment processorsMarketing and advertising providers
- Analytics providers

‍Business partners
- Our existing or potential agents
- Our business partners or contractors

‍Professional advisers
- Bankers
- Auditors
- Insurers and insurance brokers
- Legal advisers

‍Corporate transactions
If we merge with or are acquired by another company, or sell our business assets:
- Your information may be disclosed to our advisers
- Your information may be disclosed to the potential purchaser's advisers
- Your information may be included in the transferred assets

‍Legal and regulatory bodies
- Courts and tribunalsRegulatory authorities including as required for reporting obligations
- Law enforcement officers

‍Other parties
- Third parties you have authorised
- Emergency services when necessary
- Any other parties as required or permitted by law

Overseas disclosure

We may store personal information overseas. Where we disclose your personal information to third parties, those third parties may also store, transfer or access personal information outside of Australia. We will only disclose your personal information overseas in accordance with the Australian Privacy Principles.

Your rights and controlling your personal information

Your choice: Please read this Privacy Policy carefully. If you provide personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect our ability to work with you as a customer or supplier of our business.

Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

Restrict and unsubscribe: To object to processing for direct marketing/unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.

Access: You may request access to the personal information that we hold about you. An administrative fee may be payable for the provision of such information. Please note, in some situations, we may be legally permitted to withhold access to your personal information. If we cannot provide access to your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal. If we can provide access to your information in another form that still meets your needs, then we will take reasonable steps to give you such access.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to promptly correct any information found to be inaccurate, out of date, incomplete, irrelevant or misleading. Please note, in some situations, we may be legally permitted to not correct your personal information. If we cannot correct your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal.

Complaints: If you wish to make a complaint, please contact us using the details below and provide us with full details of the complaint. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take in response to your complaint. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

Storage and security

We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

While we are committed to security, we cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk.

User-Generated Content

We may enable you to post reviews, comments, photos and other user-generated content. Any content you choose to submit will be accessible by anyone, including third parties not associated with us. We have no control over how others may use or misuse information you make publicly available. We are not responsible for the privacy, security or accuracy of any user-generated content you choose to post or for the use or misuse of that information by any third parties.

Cookies and Analytics

We may use cookies on our website from time to time. Cookies are text files placed in your computer's browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do recognise you when you return to our online website and allow third parties, such as Google, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our online website with personal information, this information may be linked to the data stored in the cookie.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website.

Google Analytics
‍We use Google Analytics to understand how people use our website. This involves cookies that collect information about your browsing activity. You can opt out of Google's advertising features through your Google account settings, browser add-ons, or your device's privacy settings. Google provides various tools and options to control how your data is used for advertising purposes. You can learn more about how Google uses your data and your available options on Google's privacy pages.

‍Meta advertising tools
‍We use Meta's advertising tools (such as Meta Pixel) to understand how our ads perform and to show you more relevant advertisements on Meta platforms like Facebook and Instagram when you visit our website or app. You can manage whether we connect information from our website

Links to other websites

Our website may contain links to other party’s websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

Use of Artificial Intelligence (AI)

Overview: We may use artificial intelligence and machine learning technologies, including AI Technologies provided by third parties (AI Technologies) in our business operations and the provision of our Services via our Platform. We will only use AI Technologies when legally permitted and necessary for our business operations.

How we use AI Technologies: We may use AI Technologies for the following purposes: 

- where a patient consents to their healthcare practitioner’s use of the Platform, to record your consultations and produce file notes for your healthcare practitioner;
- to conduct analysis and processing; 
- to generate and modify content and coding;
- to improve and optimise our services and operations;
- to automate certain processes and communications, such as routine tasks;
- to personalise your experience with our services; 
- for quality assurance purposes; and 
- to assist with customer support and queries.


Data Protection and Security: Where we use service providers who provide AI Technologies to us, we will take reasonable steps to ensure that such service providers handle your personal information according to privacy law, including by ensuring that we have contracts in place requiring the service provider to protect personal information.We may input your personal information into platforms provided by AI Technology service providers which may then be used to train the service provider’s AI Technologies model based on that information. 

‍Deidentification Measures: Where technically feasible, we may implement deidentification measures to remove direct identifiers from personal information before it is processed by AI Technologies. However, we recognise that deidentification techniques may not eliminate all risks of re-identification. Accordingly, we treat all information processed by AI Technologies as personal information regardless of any deidentification measures applied, and we maintain all privacy protections and your rights as outlined in this Privacy Policy. 

‍Your Rights and our Commitments: We will treat information generated or inferred by the AI Technologies about individuals as personal information and you maintain all rights over your personal information as outlined in this Privacy Policy, regardless of whether AI Technologies are used in processing. When using AI Technologies with your personal information:

Transparency and control: we will inform you when AI Technologies are being used to make decisions that may significantly affect you. We will implement processes to verify the accuracy of AI-generated outputs and we will take reasonable steps to maintain human oversight and review of significant AI-generated decisions. Our staff are trained to understand the limitations of AI systems and verify outputs before they are relied upon; and 

‍Security: we implement appropriate technical and organisational measures to ensure that our use of AI Technologies maintains the security and integrity of your personal information. This includes regular testing and monitoring of AI outputs for accuracy and reliability; and

‍Risk mitigation: we regularly assess and document the risks associated with our use of AI Technologies in processing personal information and implement appropriate mitigation measures. This includes ongoing monitoring of AI Technologies and regular reviews of their performance and impact.

Everlab – Privacy Collection Notice

This Privacy Collection Notice describes how HC Operating Pty Ltd T/A everlab (ACN 664 282 553) (we, us or our) collects and handles your personal information when you make an enquiry with us. We collect personal information from you so that we can respond to your enquiry and for related purposes set out in our Privacy Policy, available on our website (or on request). 

We may disclose this personal information to third parties, including our personnel, related entities, any third parties engaged by us and acting on our behalf and as otherwise set out in our Privacy Policy. 

We store personal information in Australia. Where we disclose your personal information to third parties, those third parties may store, transfer or access personal information outside of Australia.

If you do not provide your personal information to us, it may affect our ability to do business with you.

Please see our Privacy Policy for more information about how we collect, store, use and disclose your personal information, including details about overseas disclosure, access, correction, how you can make a privacy-related complaint and our complaint-handling process. 

If you have questions about our privacy practices, please contact us by email at: support@everlab.com.au. By providing your personal information to us, you agree to the collection, use, storage and disclosure of that information as described in this privacy collection notice.