Privacy Policy

Scope

• Products: Meddle web app and related services.
• Users: Patients, practitioners, team leads, administrators, and other users who interact with Meddle.
• Regions: Australia and any other locations where our customers and authorised users access the Service; cross-border transfers may occur where sub-processors are located.

Key contacts

• Meddle Australia PTY LTD ("Meddle") (ACN 83 694 964 862) as service provider to our customers.
• Contact: info@meddle.com.au.

Information we collect

• Intake data from expressions of interest and referrals (for example, contact details and service preferences).
• Practitioner profile data (for example, qualifications, service areas, availability, and practice information).
• Event and audit data (for example, intake to match to booking events, correlation IDs, activity logs).
• Technical data (for example, device information, usage logs, diagnostics, and cookie-related data).

How we use information

We use personal information to:

• provide and operate intake, matching, booking, and related features
• support rematch and escalation workflows
• monitor and improve security, reliability, and performance
• generate analytics and reporting for our customers (for example, referral volumes, conversion, and handling times)
• communicate with users where appropriate (for example, confirmations and important service notices)
• comply with legal, regulatory, and contractual obligations.

Legal bases

Where privacy laws require a legal basis (for example, under Australian privacy law and other applicable regimes), we generally rely on:

• performance of a service provided to our customers and users
• our legitimate interests in operating secure and reliable services, provided these are not overridden by individuals' rights and interests
• consent where required for specific uses (for example, certain communications and cookies, where applicable).

Sharing and disclosures

We may disclose personal information:

• to our customers, for operational purposes consistent with their instructions and contractual arrangements
• to sub-processors that provide infrastructure, analytics, communications, and related services, under appropriate data protection terms
• to professional advisers (for example, legal or accounting advisers) under duties of confidentiality
• where required or authorised by law, regulation, court order, or to protect the safety, rights, or property of individuals or Meddle.

Retention

We retain personal information for as long as is reasonably necessary to:

• provide services to our customers and users
• meet legal, regulatory, tax, or accounting requirements
• resolve disputes and enforce our agreements.

Where we act as a service provider or processor, we also follow the data retention and deletion requirements set out in our agreements with customers and our internal policies, including our Data Deletion/Return SOP. You can request a copy by contacting info@meddle.com.au.

International transfers

Where our sub-processors or systems are located outside Australia, we take steps to implement appropriate safeguards (for example, contractual protections and security controls) to protect personal information in line with applicable law and our customer commitments.

Security

We protect personal information through:

• encryption in transit and at rest
• role-based access controls and periodic access reviews
• secure development, change management, and testing processes
• backups, disaster recovery planning, and resilience controls
• logging, monitoring, and incident response processes designed to detect, respond to, and remediate security events.

Your rights

Depending on applicable law and our relationship with you, you may have rights to:

• access personal information we hold about you
• request correction of inaccurate or incomplete information
• request deletion or de-identification of certain information
• object to or restrict certain processing
• make a complaint to a regulator.

Where we process personal information as a service provider on behalf of a customer, we will direct requests to the relevant customer (as controller) and assist them as required by our agreement.

Cookies and preferences

We use cookies and similar technologies to support and improve the Service (for example, to maintain sessions, understand usage, and enhance user experience). For more detail on the categories of cookies we use and how you can manage your preferences, contact info@meddle.com.au.

Children's privacy

The Service is not directed to children under applicable age thresholds without appropriate consent and direction by our customer (as controller). Our customers are responsible for determining the lawful basis and conditions for processing personal information about children in their use of the Service.

Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date where it appears with the policy. Where changes are material, we will take reasonable steps to provide additional notice.

Complaints

If you have questions or concerns about how we handle personal information, or if you wish to make a complaint, you can contact us at info@meddle.com.au. We will review and respond within a reasonable period.

You may also have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or another privacy regulator, depending on your location.