Privacy Policy

 

Welcome to TouCann Pty Ltd (ABN – 386 863 956 75) (“Toucann,” also described as “we,” “us,” or “our”). This policy applies to all interactions with Toucann in Australia, whether you use our Services or browse, access, or provide information through our Platforms (referred to as “You” or “Your”).

This document outlines how we handle your Personal Information, detailing your rights and choices regarding it, and how to contact us about our privacy practices.

Key Definitions:

  • Terms: Our service terms, this Privacy Policy, and any other agreements you accept from us.
  • Personal Information: Information or opinions about an identified individual, as defined in the Privacy Act, including Health Information.
  • Health Information: Personal information about your health, health services received, and related data, as defined in the Privacy Act.
  • Medicine: Medication prescribed by a healthcare professional.
  • Pharmacy: Any pharmacy within our network that supplies Medicine.
  • Platform: Our websites, digital media, and service platforms used to provide Services.
  • Services: The services each of our businesses provides, as described in our Terms.
  • Staff: Our employees or contractors who provide the Services.
  • Health Care Practitioners: Our clinical staff, including doctors, registered nurses, and enrolled nurses.
  • Fee: The charges for our Services, as detailed in this Policy.
  • Policy: This Privacy Policy, as updated.

We encourage our partners to adhere to this Policy as well.

We follow the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), which govern the collection, use, storage, disclosure, and disposal of your Personal Information. You can find more information about the APPs on the Office of the Australian Information Commissioner (OAIC) website: http://www.oaic.gov.au.

Our Australian Businesses and Platforms:

Further details about the services offered by our Australian businesses can be found in their specific Terms on our Platforms, which currently include:

Personal Information We Collect:

We collect your Personal Information when you use our Services and Platforms.

Directly from You:

This may include information you provide when:

  • Using our Platforms.
  • Making inquiries or orders for our Services.
  • Contacting us by phone or email, including through online forms.
  • Participating in customer satisfaction or market research surveys.
  • Receiving our Services.

Directly from Third Parties:

We may collect Personal Information from third parties such as:

  • Prescriptions issued to you by others.
  • Health records held by other healthcare providers.
  • Other information relevant to providing our Services or supplying Medicine to you.

Indirectly:

We and our partners (including analytics and advertising providers) may automatically collect Personal Information using cookies and similar technologies when you use our Platforms. This includes your browser type, operating system, pages viewed, interactions, IP address, visit duration, referring URL, and search terms. Our partners may also track your online activity across different websites. See our Cookies and Tracking Tools section for more information.

From Other Sources:

We and our partners may collect Personal Information about you from public databases, social media, and other third-party sources, such as contact or financial details, licensing information for healthcare professionals, state health Safe Script databases, and your past and current healthcare information.

How We Use Personal Information:

We may use your Personal Information to:

  • Conduct our business and provide our Services to you.
  • Offer customer service and respond to your inquiries.
  • Communicate with you.
  • Personalise our marketing programs and campaigns.
  • Send you relevant alerts, announcements, invitations, and health information.
  • Connect you with third parties (such as Partner Pharmacies and delivery services) to provide our Services, in which case their privacy policies will apply.
  • Validate your eligibility to access specific Services and information, such as verifying healthcare professional status or your eligibility for patient services using details like your Medicare card and Individual Healthcare Identifier (IHI).
  • Continuously improve our Services, analyse data, understand product and service impact, track and address concerns, prevent fraud, ensure quality and training, and develop new products, while complying with legal and regulatory requirements.
  • Meet regulatory monitoring and reporting obligations, including those related to adverse events, product complaints, and patient safety.
  • Communicate updates about new features, events, or products that may interest you, based on your Platform interactions and with your consent for cookies (you can unsubscribe at any time).
  • Aggregate and de-identify data for analysis of trends and patterns to inform our business decisions and improve user experiences, ensuring that individuals cannot be identified or re-identified from this data.

How We Disclose Personal Information:

We may disclose your Personal Information as follows:

  • With Providers: We engage third-party service providers (e.g., credit card processors, platform providers, customer support, email/SMS services, web hosting, data warehousing, Medicine suppliers, Pharmacies, delivery partners) who may access your Personal Information to perform their services.
  • To Comply with Law and Protect Individuals: We may disclose your information if authorised or required by law, such as in response to a subpoena or court order, or to comply with regulatory requirements. We may also disclose information if we believe it’s necessary to ensure the safety of an individual or the public, including reporting serious welfare concerns to emergency services.
  • Aggregate/De-identified Data: We may share aggregated or de-identified data with third parties for legally permissible purposes.

Cookies And Tracking Tools:

We use cookies, web beacons, and similar tracking technologies (“cookies”) to understand user behaviour, customise and improve our Platforms and Services, and manage our advertising and analytics.

Cookies may be:

    • Essential: Necessary for basic Platform functionality.
    • Performance and Analytics: Help us understand how visitors use our Platforms anonymously to improve performance.
    • Functionality: Remember your preferences to enhance and personalise your experience.
    • Advertising: Deliver relevant advertisements and measure their effectiveness.

You can manage your cookie preferences through your browser settings. Blocking cookies may impact Platform functionality. We may also use third-party cookies for analytics and advertising, which are subject to their own privacy policies. We do not guarantee the links or policies of third parties.

Cross Border Transfer:

We may use Providers located outside Australia for services like software development, communication networks, and data storage. Your Personal Information may be accessed, transferred to, and/or stored in countries with potentially lower data protection standards than Australia. However, we will always safeguard your Personal Information as described in this Policy.

Use Of AI Function:

We use artificial intelligence (AI) technologies to enhance service functionality, personalise user experiences, automate tasks, and analyse user behaviour. Personal Information collected through our AI functions may be shared in the same way as other Personal Information, as outlined in this Policy.

Security And Retention:

We store your Personal Information in a manner that reasonably protects it from misuse, loss, unauthorised access, modification, or disclosure. When your Personal Information is no longer needed for its original purpose, we will take reasonable steps to destroy or de-identify it. However, client files, containing most Personal Information, will be kept for a minimum of 7 years as required by health record legislation.

Accessing And Updating Your Personal Information:

You can access the Personal Information we hold about you by contacting our Privacy Officer in writing at ______@toucann.com.au. We will take reasonable steps to ensure your information is accurate, complete, and up-to-date. If you find any inaccuracies, please inform us so we can update our records. We may require identification before releasing information. We will not charge for access requests but may charge an administrative fee for providing copies.

Privacy Policy Complaints and Enquiries:

If you have any questions or complaints about our Privacy Policy, please contact our Privacy Officer in writing:

______________________

Changes:

We reserve the right to update this Policy without notice. The latest version will be available on our Platform, and we encourage you to review it periodically.