1.1 This Privacy Statement (“Statement”) describes how Please Hold Pty Ltd (ABN: 23 686 494 806) (“Please Hold”, “the Company”, “we”, “us”, or “our”) collects, uses, discloses, and protects personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1.2 The Statement is intended to ensure transparency and to uphold the privacy rights of individuals engaging with our services, including patients, healthcare professionals, clinics, and business partners.
2.1 This Statement applies to all personal and health information collected and handled by Please Hold in the course of providing AI-powered communication and automation services within the Australian healthcare sector.
2.2 It extends to data collected via:
2.2.1 Telephone interactions processed through our AI agents;
2.2.2 Electronic forms and booking systems;
2.2.3 Clinic management and referral platforms;
2.2.4 Direct communication with patients, providers, and clients.
3.1 Please Hold may collect personal and health information including:
3.1.1 Names, contact details, and demographic information;
3.1.2 Referral and booking details;
3.1.3 Health information disclosed by patients or healthcare providers;
3.1.4 Communication and interaction history via our AI systems.
3.2 We collect information:
3.2.1 Directly from individuals (e.g. during phone calls or digital form submissions);
3.2.2 From third-party systems such as Practice Management Software (PMS)
3.2.3 Through automated means where permitted by law.
4.1 Please Hold collects and uses personal information for the following purposes:
4.1.1 To facilitate patient scheduling, communication, and engagement;
4.1.2 To process and triage referrals;
4.1.3 To enable clinic and provider coordination;
4.1.4 To improve service quality, safety, and automation accuracy;
4.1.5 To comply with legal, regulatory, and professional obligations.
5.1 Personal information may be disclosed to:
5.1.1 Clinics, referrers, and treating healthcare professionals for care coordination;
5.1.2 IT service providers who support our technology infrastructure;
5.1.3 Regulatory authorities where required by law.
5.2 Disclosures are subject to strict data handling and confidentiality agreements, and are limited to what is necessary to perform relevant services.
6.1 All data is stored securely on infrastructure physically located within Australia.
6.2 Please Hold implements rigorous security measures, including:
6.2.1 Encryption of data in transit and at rest;
6.2.2 Role-based access controls;
6.2.3 Regular security audits and monitoring.
6.3 Further detail is set out in our Data Storage Policy.
7.1 Individuals may request access to, or correction of, their personal information by contacting our Privacy Officer via the details provided below.
7.2 Requests will be responded to within a reasonable timeframe and in accordance with applicable laws.
8.1 Privacy-related complaints should be submitted in writing to our Privacy Officer.
8.2 Please Hold will investigate all complaints and respond in writing within 30 calendar days.
8.3 If the complaint is not resolved to the individual’s satisfaction, they may escalate it to the Office of the Australian Information Commissioner (OAIC).
9.1 This Statement is reviewed annually or earlier if required by:
9.1.1 Changes in legislation or regulation;
9.1.2 Changes to service offerings or data practices.
9.2 Amendments must be approved by the Company’s executive management and published on our official communication channels.
For all privacy-related enquiries, requests or complaints, please contact:
Privacy Officer
Please Hold Pty Ltd
3A Macquarie St, Sydney 2000 NSW, Australia
Email: privacy@getavoca.com