Privacy Policy
Introduction
Our Policy applies to everyone that uses our Services or browses, accesses, or provides information to us including on or through our Platforms (collectively and individually, You or Your).
Terms means the terms of service with each of us and any one of us, our Policy and any other agreement with us that You accept
Personal Information means information or an opinion about an identified individual, and other information within the meaning of that term in the Privacy Act including Health Information
Health Information means personal information about a person’s health, health services provided to them, information collected in providing health services to them and other information within the meaning of that term in the Privacy Act
Medicine means medicine prescribed by a prescribing practitioner.
Pharmacy means any one or more of the network of pharmacies we engage with to supply Medicine.
Platform means any one or more of the websites, digital media and service platforms we use to provide the Services.
Services means the services each of us provide as described in the Terms.
Staff means people employed by us or contracted to us to provide the Services.
Health Care Practitioners means Staff comprising medical practitioners (doctors), registered nurses and enrolled nurses and other clinical staff.
Fee means the fee or fees we charge in accordance with this Policy.
Policy means this privacy policy as updated from time to time.
We encourage our partners to adopt the Policy and when they do, this Policy applies to them as well.
Our Policy details how we manage Your Personal Information, including the rights You have and the choices available to You concerning Your Personal Information. We also explain the various ways You can get in touch with Us regarding Our privacy and data protection practices.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (Privacy Act). The APPs govern the way in which we collect, use, process, store, disclose, transfer and dispose of your Personal Information. A copy of the Australian Privacy Principles can be obtained from the website of the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
Personal Information We Collect
We collect Your Personal Information when you use our Services including the Platform.
Information we collect directly from you:
We may collect Personal Information you give us directly through some of the following means:
- when you use the Platform
- when you make an inquiry or order in relation to our Services including through the Platform
- when you contact us by telephone or in correspondence, including when you complete a form or communicate with us through the Platform, or write to us by email
- while conducting customer satisfaction and market research surveys
- when providing any of our Services
Information we collect directly from third parties:
We may collect Personal Information from third parties including:
- prescriptions issued to You by third parties
- health records relating to You created or held by third parties
- other information created, held or known by third parties relevant to the provision of our Services to You
- other information created, held or known by third parties relevant to Medicine supplied to You.
Information we collect indirectly
We and our third-party business partners, including analytics and advertising partners, may automatically collect Personal Information including through cookies or similar technologies when you use our Platform. This includes your browser type, operating system, pages viewed, interactions, links clicked, IP address, visit duration, referring URL, and search terms. Our partners may also track your online activities over time and across different websites and services. See the section on Cookies and Tracking Tools.
Information we collect from other sources
We and our third-party business partners may collect Personal Information about you from other sources, such as public databases, social media platforms, and third parties. Examples include databases containing Personal Information about:
- Your contact or financial details
- licensing of healthcare professionals
- Your prescriptions for Medicine issued by third parties such as state health Safe Script databases
- Your past and current healthcare, symptoms, diagnoses and treatment plans
How we use Personal Information
We may use Providers for Services such as software and system development, communication networks and data storage. Your personal information may be accessed from, transferred to, and/or stored outside Australia. The data protection laws in that country may be of a lower standard than those in Australia. We will, in all circumstances, safeguard the Personal Information as set out in this Policy
To provide Services to you
We may use your Personal Information in the following ways:
- Conduct our business
- Provide our Services to you
- Provide customer service to you and respond to enquiries
- Communicate with you
- Customise our marketing programs and campaigns
- Send you alerts, announcements, invitations, and other information about products, brands, and health topics
To Connect You with Third Parties
We may connect you with third parties to provide our Services. If you use this function, your use will be governed by the third party’s privacy policy and terms. We recommend carefully reviewing the privacy policies and terms of these third parties.
Third parties may include:
- Partner Pharmacies
- Partner delivery services
- Suppliers or sponsors of Medicine
To Validate Your Ability to Access Services and Information
Certain products, services, and information we provide may be tailored for and accessible to individuals who meet specific eligibility criteria. In such instances, we may verify your eligibility to access these offerings.
Examples include:
- Certain information intended solely for registered healthcare professionals. We may use information gathered directly from you and external sources to confirm your eligibility to access this information.
- Eligibility to utilise our patient services. We may use details such as Medicare card details and Individual Healthcare Identifier (IHI) to identify an individual for health care purposes.
To Improve Our Services
We aim to continuously improve our Services while ensuring compliance with legal and regulatory requirements.
We use Personal Information for data analysis, understanding product impact, understanding impact of our Services, tracking and addressing concerns, fraud prevention, quality, training, improvement and efficient delivery of our Services to You and product development.
We use Personal Information to meet regulatory monitoring and reporting obligations, including adverse events, product complaints, and patient safety.
The best way to lodge a formal complaint to Mediflora is to complete our formal complaint form and include as much detail as possible. Your complaint will be escalated to our complaints team to investigate, and they will be in contact with you to provide a response. Please request this form through our patient support team – patientsupport@medifloraorganic.com.au.
For Marketing Purposes
We may use your Personal Information to communicate updates about new features, events, or products that may interest you, based on your interactions on the Platform and with your consent for using cookies. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing. To learn more, refer to the Cookies and Tracking Tools Section.
In Aggregated and De-identified Form
We may aggregate and de-identify Personal Information collected through the use of our Services. By aggregating data, we consolidate information we obtain to gain insights into trends and patterns that can inform our business decisions and improve user experiences.When we de-identify data that was originally based on Personal Information, we ensure that any identifiable details are removed so that individuals cannot be identified or reidentified. This data allows us to analyse broader trends and behaviours without compromising individual privacy. It is our commitment to maintain the de-identified status of this data.
How We Disclose Personal Information
We may disclose your Personal Information as follows:
Within Our Family of Companies
Mediflora may share your Personal Information among our subsidiaries for the purposes outlined in this Policy.
With Providers
We may engage other companies and individuals to perform services on our behalf, and we may collaborate with others for specific products or services (collectively and individually, Providers). Providers may have access to Personal Information, which may include through the use of cookies, and similar technologies, to carry out their responsibilities. Examples of Providers include:
- credit card processors
- Sale platform providers (Shopify)
- customer support providers
- email and SMS service providers
- web hosting and development companies
- data warehouse providers
- Medicine suppliers, sponsors and distributors
- pharmacies
- delivery partners.
To Comply with Law and Protect Individuals
We may disclose your Personal Information to a third party if authorised under the Privacy Act, including if we are required or authorised by or under law. For example, if we are required to respond to a subpoena, court order, or to comply with a regulatory requirement.
We may disclose your Personal Information if we consider it necessary to ensure the safety of an individual or other members of the public. For example where Staff identify serious concerns for the immediate safety or welfare of any person, we may report this to emergency services.
Aggregate/De-identified Data
We may share aggregated or de-identified data, which does not personally identify individuals, with third parties for purposes permitted by applicable law.
Cookies And Tracking Tools
We use cookies, web beacons, and similar tracking technologies (collectively and separately, cookies) to enhance our understanding, customise and improve user experiences on our Platforms and use of our Services, and to manage our advertising and analytics initiatives.
Cookies may fall within the following categories:
Essential Cookies: These cookies are necessary for the Platforms to function properly. They enable basic functions like page navigation and access to secure areas of the website.
Performance and Analytics Cookies: These cookies help us understand how visitors interact with our Platforms by collecting information anonymously. This data helps us improve the performance of our website.
Functionality Cookies: These cookies allow the Platforms to remember choices you make and provide enhanced, more personalised features.
Advertising Cookies: These cookies are used to deliver advertisements that are more relevant to you and your interests. They may also be used to limit the number of times you see an advertisement and measure the effectiveness of advertising campaigns.
Managing Your Cookie Preferences
You can manage your cookie preferences through your web browser settings. Most browsers allow you to control cookies through their settings, which may include the ability to delete cookies or block certain types of cookies. However, please note that blocking cookies may affect your experience on the Platform and limit its functionality.
Third-Party Cookies
We may also use cookies provided by third-party for analytics, advertising, and other purposes. These cookies are subject to the respective privacy policies of these third parties. We do not guarantee links or policy of third parties.
Cross Border Transfer
We may use Providers for Services such as software and system development, communication networks and data storage. Your personal information may be accessed from, transferred to, and/or stored outside Australia. The data protection laws in that country may be of a lower standard than those in Australia. We will, in all circumstances, safeguard the Personal Information as set out in this Policy.
Use Of AI Function
We use artificial intelligence (AI) technologies to:
- Enhance service functionality and performance
- Personalise user experiences
- Automate tasks
- Analyse user behaviour
We may share Personal Information collected through our AI functions in the same way as we share other Personal Information as set out in this Policy.
Security And Retention
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years in accordance with Health Record legislation requirements.
Accessing And Updating Your Personal Information
In order to protect your Personal Information we may require identification from you before releasing the requested information. We will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
You may access the Personal Information we hold about you. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the Personal Information we have is not up-to-date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you. If you wish to access your Personal Information, please contact the Privacy Officer in writing at patientsupport@medifloraorganic.com.au
Changes
We reserve the right to change the terms of this Policy from time to time, without notice to you. An up-to-date copy of our Policy is available on our Platform and we encourage you to check our Platform periodically to make sure you are aware of the current terms of the Policy.
