Family Care Hub: Privacy Policy

Family Care Hub is committed to respecting and protecting the privacy of the individuals and organisations who use our services. Family Care Hub (‘we’, ‘us’ or ‘our’) means Family Care Hub Pty Ltd and its wholly owned subsidiaries.

The purpose of this Privacy Policy (the ‘Policy’) is to inform you how information may be collected from you and how it may be used and protected by us. This Policy applies across all websites we own or operate and all services we provide, including the websites and apps we offer, which for the purposes of this Policy will collectively be referred to as our ‘Services’. Accordingly, this Policy is intended for all users of our Services, including our customers and the affiliates of our customers (such as our customer’s employees and patients). However, this in no way means we are responsible for the privacy or data security practices of our customers and how they use our Services.

By using any of our Services you agree to this Policy. If you do not agree, you may and should not use our Services.


Personally Identifiable Information (PII): Information which relates to an individual who is identifiable or reasonably identifiable from that information alone or with other information that is either present or accessible by us.

Personal Health Information (PHI): Health information pertaining to individuals comprising identifiable and sensitive data.

Aggregate data: A dataset containing multiple records from same or different individuals and can be personally identifiable, de-identified or anonymised.

De-identified data: A dataset stripped of personally identifying identifiers (e.g. national identifiers, insurance numbers etc.) and data elements (e.g. date of birth, address, email, phone numbers etc.) which can be used to re-identify individuals. However a mapping exists elsewhere to match records to such identifying information so re-identification is possible.

Anonymised data: same as deidentified data except a mapping doesn’t exist so it is not possible to re-identify individuals using reasonable computing resources, know-how and availability of additional data which can be linked.

How we collect your information

The ways in which we collect your personal information can be broadly grouped into:

Information we collect directly from you

When accessing and using areas of our Services, we may ask you to provide personally identifiable information, for example when you register for a free demo, subscribe to our Services, contact us with questions or request support. This PII may include, but is not limited to:

  • Name
  • Contact information (including email address and phone numbers)
  • Position (i.e. if acting on behalf of a company, your role at this company)
  • Billing and purchase information

We will collect identifiable personal health information from you which may relate to any of the following:

  • your past, present or future physical or mental condition;
  • your past, present or future experience of healthcare treatment; or
  • your past, present or future payment for healthcare treatment.

We collect and use this information only for the purposes of providing the Services requested by your connected members. As part of these Services we may share the PHI you provide us with your members, this may be as personally identifiable or deidentified analytics and reports.

You are not required to provide us with any of your personal information, but doing so may mean we cannot provide you with all or some of our Services.

Information we collect automatically

We collect some information from you automatically when you access and use our Services. This information may be collected through cookies, log files, audit logs and other tracking technologies and may include details of your visits and use of our Services (e.g. timezone, preferred languages) and details regarding the device you use to access our Services (e.g. browser type, IP address).

We collect this information to help us understand how our Services are used by you so that we can continue optimising those Services to better cater to you.

You may opt-out from the collection of cookies by managing your cookie settings on your web browser however, doing so may impact the functionality of our Services.

How we use your information

We use your personal data for the purpose of operating, improving and providing you our Services. Depending on how you access or use our Services, this may include the following:

Provision of Services: to enable you access and use of our Services, including the various applications provided through our Family Care Hub Platform. For example, this may include:

  • user registration emails/SMS for setting up accounts
  • survey invite links sent via SMS/email to patients

Communication: this may include, providing you with information regarding our Services, such as instruction manuals or any updates to our Services (including security updates) operational communications, such as informing you of changes to our terms, conditions, or policies, and other administrative information marketing communications relating to our Service and third party product or services we think you may be interested in.

Analysis and reporting: we may use deidentified personal data of you and other users’ of our Services (whether obtained directly or from third parties (including our customers)) in analysis, to produce aggregated deidentified analytics and reports, which we may share with our customers. If you are a patient of one of our customers, we may also use your deidentified personal data to produce personally identifiable analytics and reports which will only be shared to our customers with limited access at their discretion (i.e. to your care team or other authorised users).

Optimising and expanding our Services: we may use personal data and more specifically technical information collected through tracking and monitoring your use of our Services, for improving your user experience and providing you with new or enhanced features throughout our Services.

Support: to assist you with the resolution of technical issues or other issues relating to our Services and to assist you with any questions or inquiries relating to our Services, including the correction of personal information.

Protect: to detect, prevent and address any fraudulent, malicious or other activity which does not comply with our marketing website’s terms of use or other terms entered into upon agreement for the use of our Services. If we believe necessary or appropriate, we may disclose your personal data in the following circumstances:

  • as required under applicable law, including laws outside your state or country of residence;
  • to comply with legal process;
  • to respond to requests from public and government authorities, including public and government authorities outside your state or country of residence;
  • to enforce our terms of use or other terms entered into upon agreement for the use of our Services;
  • to protect our operations or those of any of our affiliates;
  • to protect our rights, privacy, safety or property, and/or that of our affiliates, you or others; and
  • to allow us to pursue available remedies or limit the damages that we may sustain.

We will only retain your personal data for as long as we have a legitimate interest to do so. This includes for as long as we reasonably believe necessary to fulfil any Services we have been requested to provide, comply with any laws or regulations, resolve disputes or enforce any of our agreements.

Sharing of Information

At times we may share your de-identified data with the following third parties:

  • third party service providers who assist and enable us to support delivery of our Services to our customers and users
  • regulators, law enforcement bodies, government agencies, courts or other third parties where we believe it’s necessary or appropriate to comply with applicable laws or regulations, to exercise, establish or defend our legal rights, or to prevent or lessen serious threats to the health or safety of individuals. Where possible and appropriate, we will notify you of this type of disclosure
  • any other third parties where we have your consent.

Family Care Hub does not disclose any personal health information to any third party we have not specified within this Policy without your authorisation, unless required by law or is necessary to prevent or lessen a serious threat to public health or safety or the health and safety of you or another individual.

International Data Transfers

To facilitate the provision of our Services, we may transfer, store or process your personal data in locations outside of your jurisdiction – including locations where our data hosting provider’s servers are located. Data protection laws in countries where your data is transferred may differ from those of your jurisdiction. When transferring data, we will follow applicable data protection laws and standards specified in agreement with our customers.

For individuals in the European Economic Area (EEA), your personal data may be transferred outside of the EEA. We will only transfer your personal data outside the EEA in accordance with the requirements of the General Data Protection Regulation (GDPR). For instance, we will only transfer EEA personal data to jurisdictions identified by the EU Commission as providing adequate protection or will complete the transfer subject to appropriate safeguards under the GDPR.

Protection of Information

Family Care Hub is committed to protecting the security and privacy of your information through all levels of collection, processing, transmission, and storage.

We keep your information safe by implementing best practice data security practices to prevent unauthorised access, use, disclosure, alteration or deletion of any and all information collected and stored in our systems.

However, under this Policy you acknowledge, that no such effort can completely guarantee the security of the stored or transmitted data and that breaches of security are still possible regarding both our systems and that of a third party’s systems (for example, ISP’s and hosting services providers). For this reason, we do not warrant or ensure the integrity and security of the data stored in our or a third party’s systems, including without limitation your information.

Your Privacy Rights

If you have voluntarily provided personal information, you are entitled to the following rights over your information:

  • request confirmation that we do indeed hold any personal information regarding you;
  • request access to the personal information we hold about you;
  • request the correction and/or deletion of your personal information;
  • request information regarding how your personal information has been used or disclosed within a year from the date of your request; or
  • withdraw consent to the holding, use, processing, or disclosure of your personal information.

If you would like to exercise your rights, please contact us using the contact information set out in the Contact Us section on our website,

Changes to the Privacy Policy

This Policy may be revised from time to time at our sole discretion. You should visit this page regularly to ensure you have read and understand the latest version. Continuing to use our Services continues your acceptance of any changes.