VoiceStack Privacy Policy

Effective Date: 14th November 2024

Good Methods Pty Ltd (ACN 664 796 310) located at, Level 6, 200 Adelaide Street, Brisbane City, Queensland 4000 ("VoiceStack”, "us", "we", "our") takes your privacy seriously and designs measures which are focused on responsible privacy practices.

Please read the following privacy policy (Privacy Policy) to understand how we collect, use, disclose, store, handle and protect your personal information.

This Privacy Policy applies to information collected and handled in our interactions with you, including information that we may collect about you on our website (located at https://www.voicestack.com/en-AU ) (Website) and if and when you access (directly or indirectly) the VoiceStack Platform , or any booking or appointment form used by VoiceStack (Applications).

We hope that this will help you make an informed decision about sharing personal information with us.

This Privacy Policy sits alongside our Terms of Use and any other agreements that we enter into with you from time to time (if any) and should be read accordingly. When we use a capitalised term in this Privacy Policy that is not defined, it will have the definition provided in our Terms of Use(https://voicestack.com/legal/aus/2024-11/saas-customer-agreement)

1. What is personal information?

In this Privacy Policy, 'personal information' has the meaning set out in the Privacy Act 1988 (Cth) (Privacy Act). In general terms, personal information is information (whether fact or opinion) about an individual who is identified or reasonably identifiable from that information or other information combined with that information.

2. What is sensitive information?

Some types of personal information are classified as 'sensitive information' and/or 'health information', which are subject to additional protection under the Privacy Act. Sensitive information may include, but not be limited to information about your dental health status, medical reports, racial origin etc and health information may include information about the health and/or dental-related services you have had or will receive, including test results and appointment details.

3. Whose personal information do we collect?

We may collect different personal information from you depending on our relationship with you and our interactions with you. Generally, this depends on our relationship with you at the time of our collection of your personal information, which may be broadly categorised and summarised in the following way:

For example, we may collect personal information directly from you when you access or visit our Website, apply for a job with us or contact us directly. We may also collect your personal information if you choose to disclose to us on the VoiceStack Platform or you consent to a third party such as your dental practice, clinic or health professional providing this information to us on the VoiceStack Platform.

4. What types of personal information do we collect?

We collect data to provide the products and services you request, ease your navigation on the Website, communicate with you, and improve your experience using the Website. Some of this information is provided by you directly to us, such as when you schedule an appointment or book a demo. Some of the information is collected through your interactions with the Website or the VoiceStack Platform.

The data we collect depends on the purpose for which the personal information is collected. This can include:

• for Healthcare Providers, we may collect personal information from your individual staff members, including when they use or acquire our products and/or services (such as by arranging your access to the VoiceStack Platform ):

• their name, billing or shipping address, email address, telephone number(s), payment information (including credit card information or alternative payment method account information as this information may be processed by our payment gateway provider;
• usage data on how you interact with the VoiceStack Platform and/or the Website including access dates and times, features or pages viewed, browser type, crashes and other system activity;

• For Patients using the VoiceStack Platform (or our Website) we collect personal information when you utilise the VoiceStack Platform (or our Website) to place a booking or make an appointment with a Healthcare Provider. We also collect your personal information to verify your appointment details with the Healthcare Provider including to, review historical and current appointment or booking details, complete pending forms as requested by the Healthcare Provider, understand patient treatment plans and the costs, process payment details through our payment gateway provider, handle any private health insurance or Medicare details (where applicable), and conduct any verification process. The types of information we provide to the Healthcare Provider includes, but shall not be limited to your name, email address, and telephone number.
• in the case of an individual using our Website or VoiceStack Platform:

• usage data on how you interact with the Website, or VoiceStack Platform, including access dates and times, features or pages viewed, browser type, crashes and other system activity.
• device data on how individuals interact with the Website, or VoiceStack Platform, including (as applicable) hardware models, device IP address or other unique device identifiers, operating systems and versions, software, advertising identifiers, device motion data, device metadata and mobile network data; and
• other technical information and general analytics, such as web browser type and browsing preferences, Internet service provider, referring/exit pages, date/time stamps, IP address, time zone and geolocation data (if applicable), some of which is collected automatically, arising from your use of our Website or VoiceStack Platform, as well as information about your usage of our Website or VoiceStack Platform when browsing (see: "How do we collect personal information" below)
• location data including the precise or approximate location information from a Patient's mobile devices when the is running in the foreground.

• if you have requested to receive news about exclusive offers, promotions, or events from, VoiceStack – your name, postal or street address, email address, and telephone number(s);
• if you have contacted us to make a complaint, provide feedback, submit an enquiry, request a call-back or request a product/service replacement – your name, postal or street address, email address, and telephone number(s);
• in the case of applicants, or prospective employees or contractors – information contained in your application or résumé, recorded during any interview, or obtained through any pre-employment checks, and possibly, in limited circumstances, government-issued identifiers such as tax file numbers;
• in the case of staff members at our suppliers, partners and distributors – your name, mailing or street address, email address, and telephone number(s).

Sensitive Information

We generally do not collect sensitive information about you. However, we may collect sensitive information where you choose to disclose it to us – such as:

• for prospective employees or contractors – details of medical conditions or disabilities; and
• for Patients – information about your health conditions that you share with us via our Website and/or VoiceStack Platform and/or directly, so that we can pass this on to your dentist or their clinic (such as when booking an appointment), or from your Healthcare Provider.

5. How do we collect personal information?

We collect your personal information directly from you, including when you:

• access or use our services and/or products including via the Website or the VoiceStack Platform ;
• purchase or use our products or services, including the VoiceStack Platform ;
• sign up to receive news and exclusive offers, promotions, or events from VoiceStack or about the VoiceStack Platform ;
• enter surveys, competitions, promotions or request information or material from us;
• make inquiries to us or about our products or services including our VoiceStack Platform or otherwise communicate with us by email, by telephone, in person, via the Website, or otherwise; and
• apply to work with us or are engaged by us as a contractor.

Where it is reasonable and practicable to do so, we will only collect personal information about you from you directly, and not from third parties.

However, we may collect personal, including sensitive, information about you where you choose to disclose it to us – such as details of medical conditions or disabilities, or where you a Patient consent to a third party Healthcare Provider staff member disclosing this information to us via the VoiceStack Platform (as highlighted above).

For example, where you consent to do so, your personal information, including sensitive information may be provided to us by your Healthcare Provider so that they can manage your dental records (and their practice) via the VoiceStack Platform. This may include information about:

• your dental appointment(s);
• dental records (in whole or in part);
• health or dental conditions, medications, allergies, specialist referrals, and/or medical reports; and/or
• other medical or health-related information that your dental practice and/or clinic upload to the VoiceStack Platform (with your consent) in the course of providing their products and/or services to you.

We do not use, disclose, store or otherwise handle this information except to provide our products and services, including the VoiceStack Platform , to Healthcare Providers. You should contact your dental practice, clinic, dentist or health professional directly if you have any questions regarding how they handle your personal information, including any sensitive information that may be disclosed to us for storage on the VoiceStack Platform .

We may also collect some personal information about you from:

• publicly available sources (such as the Internet); and
• other third parties (such as mutual contacts or from your referees during the recruitment process if you apply for a job with us).
• our IT or technical service providers;
• Service providers assisting us with running promotional and marketing activities;
• Social media platforms, if you interact with VoiceStack or other users regarding VoiceStack and its products and services on any social media site. Where VoiceStack responds to any interaction with you on Social Media, your account name/handle may be viewable by any and all members or users of VoiceStack’s Social Media accounts; and/or
• Other people assisting you with accessing our products or services (such as other people assisting you with booking an appointment with your dentist).

Whilst we will always maintain robust privacy practices, we are not responsible for the privacy practices (or content, features, and functionality) of third parties (including other websites we link to via our website or the VoiceStack Platform ). You should review their relevant privacy policy to satisfy yourself as to how they protect and handle your personal information.

We are not responsible for the personal information that you choose to submit or link on any Social Media. Social Media operates independently from VoiceStack, and we are not responsible for Social Media interfaces or privacy or security practices. We encourage you to review the privacy policies and settings of any Social Media with which you interact to help you understand their privacy practices. If you have questions about the security and privacy settings of any Social Media that you use, please refer to the applicable privacy notices or policies.

Cookies, Analytics and Web technologies

We also use the following technologies to collect technical information and general analytics:

• cookies, which are data files that are placed on the device you use to access our Website, and/or VoiceStack Platform and often include an anonymous unique identifier;

Our collection of this information allows us to improve your user experience in various ways, such as to personalize our display of the Website to you, to “remember” whether or not you are signed in, and to provide better technical support to you;

• log files, which track actions occurring on our Website and/or VoiceStack Platform ; and
• pixels, web beacons, tags, and pixels, which are electronic files used to record information about how you browse our Website and/or VoiceStack Platform ;

The data we receive through Pixels allows us to effectively promote the Website to various populations of users, and to optimize external advertisements about the Website that appear on third-party websites.

You may disable your web browser from accepting cookies and other tracking technologies used to collect technical information and general analytics when browsing our Website. If you do so, you can still access our Website and/or VoiceStack Platform, but it may impact your user experience.

In addition to VoiceStack cookies, certain third parties may deliver cookies to your device for a variety of reasons. For example, we sometimes use various web analytics tools from Google and Facebook that help us to understand how visitors engage with our Website and/or VoiceStack Platform. Any third party links or advertising on our Website may also use cookies; you may receive these cookies by clicking on the link to the third party site or advertising. We do not control the collection or use of information by these third parties, and these third party cookies are not subject to this Privacy Policy. You should contact these companies directly if you have any questions about their collection and/or use of information. When linking to any other site, you should always check the relevant website's privacy policy before providing any personal information.

You can read more about how:

• Google uses your personal information here https://policies.google.com/technologies/partner-sites and
• Facebook uses your personal information here: https://www.facebook.com/about/privacy/ 

6. Can you choose not to disclose your personal information?

If we cannot collect personal information about you or if you use a pseudonym, we may not be able to provide you with the information or assistance you require. For example, we will not be able to send you information you have requested if you have not provided us with a valid email address or telephone number.

7. How do we use your personal information?

We use your personal information for the purposes for which it was collected, including managing our business and providing our products and services, including to:

• provide our products and services, including use of the VoiceStack Platform to Healthcare Providers or to receive goods or services from third parties;
• enable the proper operation and functionality of our products and services and the VoiceStack Platform ;
• verify your identity (for example, if you submit a request to us);
• where you have consented to a third party (e.g. your Healthcare Provider) doing so, to receive updates about your appointments with your dental professionals or clinic, store your health/dental information, and store and receive notifications about your specialist referrals, requests and/or dental/medical reports;
• consider you for a job at VoiceStack (whether as an employee or contractor) or other relationships with us;
• communicate with you, and to address any issues or complaints that we or you may have regarding our relationship and our products and/or services;
• prevent, detect and investigate suspicious, fraudulent, criminal or other activity that may cause you, us or others harm, including in relation to our products and services;
• comply with our legal obligations such as notifying you of matters that we may be required or authorised by law to do so;
• identify opportunities to improve our products and services and to improve our services, including the use of the VoiceStack Platform to you;
• gain insights about you so that we can serve you better, understand your preferences and interests, personalise your experience and/or enhance products and services you are offered and receive;
• for direct marketing purposes (see "Direct Marketing Communications" below); and
• contact you regarding any of the above, including via electronic messaging such as SMS and email, by mail, by phone or in any other lawful manner.

We may also use or disclose your personal information for our administrative, planning, product or service development and quality control, or for other purposes to which you have consented, or as otherwise permitted or required by law.

Technical information and general analytics are used for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are using our Website and/or VoiceStack Platform and /or to improve our Website, and/or the VoiceStack Platform and our products and services.

If you purchase or pay for products or services via the Website, the transaction may be handled by our service providers or third-party vendor(s) responsible for processing your payment (“Payment Processors”). These entities have their own privacy policies, and those terms will apply to you. Please be sure to review them at the links provided during payment processing.

8. To whom do we disclose personal information?

We may disclose your personal information to third parties in connection with the purposes described above (see the "How do we use your personal information?" section).

This may include disclosing your personal information to the following types of third parties:

• our affiliates, partners, distributors and related companies and members of the VoiceStack ;
• any potential third party acquirer of our business or assets, and advisors to that third party;
• our professional advisers (such as lawyers, accountants or auditors) and insurers;
• our employees, contractors and third party service providers who assist us in performing our functions and activities e.g. payment systems operators and financial institutions, cloud service providers, data storage providers, shipping companies, telecommunications providers and IT support services providers;
• where you have directly consented to, to other dental and/or healthcare practitioners, providers and/or clinics;
• organisations authorised by us to conduct promotional, research or marketing activities;
• third parties to whom you have authorised us to disclose your information (e.g. referees or account nominees);
• any other person as required or permitted by law.

If we disclose your personal information to third parties we will use reasonable commercial efforts to ensure that such third parties only use your personal information as reasonably required for the purpose of disclosure and in a manner consistent with applicable laws, for example (where commercially practical) by including suitable privacy and confidentiality clauses in our agreement with a third party service provider to which we disclose your personal information.

We reserve the right to disclose all information collected via the Website, internally, to affiliates, or to third parties, for any lawful purpose or to prevent harm to us or others. For example, and without limitation, in our discretion we may disclose information to government regulators, law enforcement authorities or alleged victims of identity theft. We will notify you in the event of a government or legal request for your information unless otherwise prohibited by law.

Direct marketing communications

We will only send you direct marketing communications (either through mail, SMS or email), including any news and exclusive offers, promotions, or events, where you have consented for us to do so.

You may opt-out of receiving direct marketing communications at any time by contacting us or by using opt-out facilities provided in the direct marketing communications.

9. You Can Choose Not to Provide Personal Information

You do not have to identify yourself or provide personal information if you contact us. You can also notify us that you wish to deal with us using a pseudonym.

However, if you choose not to provide certain personal information to us, some of your experiences may be affected. For example, we cannot provide you with access to certain parts of our products/services or contact you if you have not provided us with a valid email address.

How do we store personal information?

We store personal information in operating environments that use industry standard measures to safeguard against unauthorised access. We protect personal information from unauthorised internal access with physical and technical security measures. While these measures are helpful to safeguard your personal information after we receive it, no transmission of data over the internet is 100% secure.

We take commercially reasonable steps to make sure our third party service providers store your personal information securely, and protect it from unauthorised access. However, we are not responsible for those third parties’ privacy practices. You should contact them directly if you have any concerns.

Does personal information leave Australia?

Your personal information may be stored on servers (including those provided by VoiceStack and/or third party service providers) located overseas in Australia, the United States, the United Kingdom, Ireland, Netherlands, Singapore and Japan. We may disclose your personal information to overseas recipients, such as to our subsidiaries, resellers and service providers located overseas, in order for them to provide us with their products and services, and to obtain services connected with our business.

Except where an exception applies under the Privacy Act or other relevant legislation, we will take commercially reasonable steps to ensure that overseas recipients to whom we disclose personal information comply with the applicable privacy laws in relation to their processing and handling of such personal information.

How do we protect your personal information?

We implement reasonable measures to protect and safeguard your personal information from misuse, loss, theft and unauthorised access, modification or disclosure.

We use certain physical, managerial, and technical safeguards designed to preserve the security of your information that we maintain in connection with your use of the Site. For example, make best efforts to encrypt your personal information when we transmit it.

However, particularly for electronic data stores and due to the fact that the Internet is inherently insecure, we cannot guarantee the security of transmission of personal information disclosed to us online. Accordingly, you transmit your personal information to us online at your own risk and are encouraged to exercise care in sending personal information via the internet. Please notify us immediately if you know or reasonably suspect that your personal information has been subject to any data breach, breach of security or other unauthorised activity.

How long do we keep your personal information?

Generally, we will retain your personal information for the period necessary for the purposes for which your personal information was collected (as outlined in this Privacy Policy) unless a longer retention period is required by law or if it is reasonably necessary for us to comply with our legal obligations, resolve a dispute or maintain security.

When personal information is no longer required, we will take reasonable steps to delete the personal information from our systems or de-identify the personal information.

How can you access and correct your personal information?

You may request access to, or a correction of, any personal including sensitive, information we hold about you on the VoiceStack Platform at any time by contacting your healthcare professional, dental practice and/or clinic.

For all other personal information we collect, you may request access to any personal information we hold about you at any time by contacting us at privacyconcerns@carestack.com. We will provide access to that information in accordance with the Privacy Act, subject to any exemptions that may apply. We may charge an administration fee in limited circumstances, but we will let you know in advance if that is the case.

If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it by contacting us at privacyconcerns@carestack.com. Where we agree that the information needs to be corrected, we will update it. If we do not agree, you can request that we make a record of your correction request with the relevant information.

You can also ask us to notify any third parties that we provided incorrect information to about the correction. We’ll try and help where we can - if we can’t, then we’ll let you know.

We endeavour to respond to a verifiable request within forty-five (45) days of its receipt. If we require more time, we will inform you of the reason in writing.

How you can complain about a privacy issue

If you have any questions, concerns or complaints about our collection, use, disclosure or management of your personal information, please contact us as described in the “How to contact us” section below.

If you make a privacy complaint, our Privacy Officer or another suitable staff member will investigate the matter and attempt to resolve it as soon as reasonably possible.

If you have raised a complaint with us and you are unsatisfied with the outcome or have further concerns about the way we handle your personal information, under the Privacy Act, you may complain to the Information Commissioner at the Office of the Australian Information Commissioner, whose contact details are set out below:

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au

How to contact us

If you have a query, concern or complaint about the manner in which your personal information has been collected or handled by us or would like to request access to or correction of the personal information we hold about you, please contact us using the details provided below:

Privacy Officer
VoiceStack
Level 6, 200 Adelaide Street,
Brisbane City, Queensland 4000
Email: privacyconcerns@carestack.com

Changes to this Policy

We may change or update this Privacy Policy from time to time to keep up-to-date with legal requirements and the way we operate our business. An up-to-date version of this Privacy Policy is available at any time on this page. You are responsible for reviewing this Privacy Policy periodically and informing yourself of any changes. We suggest that you check back regularly.

If we make material changes to our Privacy Policy, we will seek to inform you by notice on our Website, via the VoiceStack Platform, or by email.