Privacy policy

1. Who we are

PharmAssistAU provides digital intake, eScript queue, guided product-discovery and consultation workflow tools for Australian community pharmacies. In this policy, “PharmAssistAU”, “we”, “us” and “our” refer to the operator of the PharmAssistAU platform.

For privacy enquiries, access or correction requests, or complaints, contact support@pharmassistau.com.

2. Where this policy applies

This policy applies to our website, customer kiosk, eScript order-ahead experience, consultation flows, pharmacist and administration portals, support channels and pilot enquiries. A participating pharmacy may also have its own privacy policy and responsibilities for information it handles through PharmAssistAU.

3. Information we may collect

The information we collect depends on how you use PharmAssistAU and may include:

• Contact and identity information, such as name, email address, mobile number and pharmacy details.
• eScript and service information, such as an eScript token, selected pharmacy, pickup preference, queue status and information supplied during an order-ahead or check-in flow.
• Health and safety information, such as health goals, symptoms, medicines, allergies, conditions, pregnancy or breastfeeding status, safety-screen answers and consultation intake responses.
• Pharmacy workforce information, such as staff account details, role, professional registration information and actions recorded for security, audit and workflow purposes.
• Technical information, such as device and browser information, approximate location derived from network information, session identifiers, diagnostic logs and security events.
• Business enquiry information, such as the details you provide when requesting a pilot or contacting support.

Please do not provide information that is not reasonably needed for the service you are using.

4. How we collect information

We usually collect information directly from you when you use a kiosk or web flow, create or use an account, request a pilot, communicate with us or ask a pharmacy to use PharmAssistAU for your request. We may also receive information from a participating pharmacy, an authorised staff member or a service provider acting on our behalf.

Where practical, you may use parts of the service without identifying yourself. Some functions—such as status messages, order-ahead requests or account access—cannot work without the relevant contact or identity information.

5. Why we use information

We may collect, hold, use and disclose information to:

• deliver and administer the PharmAssistAU service;
• send a request to the pharmacy you select and communicate service or queue updates;
• run safety screening, product matching and pharmacist-review workflows;
• support consultation intake, customer follow-up and care-plan delivery;
• authenticate users, maintain audit records and protect the platform;
• provide support, respond to enquiries and manage pilot relationships;
• monitor reliability and improve the product using aggregated or de-identified information where practical; and
• comply with legal obligations and respond to lawful requests.

We only use sensitive information for the purpose for which it was collected, a directly related purpose you would reasonably expect, with your consent, or where permitted or required by law.

6. Health information and pharmacist review

Health information is sensitive information under Australian privacy law. PharmAssistAU uses the information you provide to structure a request, identify safety flags, support product matching and present relevant context to an authorised pharmacy team.

PharmAssistAU provides decision support and general product information. It is not a substitute for a pharmacist, doctor or emergency service. Participating pharmacists remain responsible for professional decisions within their practice.

7. AI-assisted functionality

Some product-matching functions may use artificial intelligence to analyse relevant responses and product information. AI output is treated as decision support, not medical advice. The workflow is designed to surface safety information and keep appropriate pharmacist review in the process.

We do not use customer health information to train public advertising profiles. We require service providers to handle information only for contracted service purposes.

8. Who we may share information with

We may disclose information to:

• the participating pharmacy and authorised members of its team;
• service providers that support hosting, databases, communications, security, monitoring and AI-assisted functionality;
• professional advisers, insurers or auditors where reasonably necessary; and
• regulators, courts, law-enforcement bodies or other parties where authorised or required by law.

We do not sell personal information. We do not disclose health information to data brokers or third-party advertisers.

9. Overseas processing

Some technology and communications providers may process or store information outside Australia, including in the United States. The location can depend on the service configuration used for a participating pharmacy. Where Australian privacy law applies, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable requirements.

You can contact us for current information about the providers and locations relevant to your use of the service.

10. Security and retention

We use administrative, technical and physical safeguards designed for the nature of the information we handle. These include access controls, authentication, audit logging and measures intended to protect information in transit and at rest. No online service can guarantee absolute security.

We keep personal information only for as long as reasonably needed for the service, safety and audit requirements, dispute handling and legal obligations. Retention periods vary by information type and pharmacy workflow. When information is no longer required, we take reasonable steps to delete or de-identify it.

If a data breach is likely to cause serious harm and the Notifiable Data Breaches scheme applies, we will notify affected individuals and the Office of the Australian Information Commissioner as required.

11. Cookies and local storage

We use essential cookies or browser storage to maintain sessions, remember necessary application state, support security and enable features such as kiosk pairing. We do not currently use third-party advertising cookies on our public website. If that changes, we will update this policy and provide any choices required by law.

12. Access, correction and complaints

You may ask to access personal information we hold about you or request a correction. We may need to verify your identity and, in limited circumstances permitted by law, may refuse access. If we do, we will explain why where required.

To make a request or privacy complaint, email support@pharmassistau.com. Please describe your concern and the service or pharmacy involved. We aim to acknowledge complaints promptly and respond within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

13. Changes to this policy

We may update this policy as the platform, our providers or legal requirements change. The current version will always be available on this page with its last-updated date. Material changes will be communicated through an appropriate service channel where required.

Our Terms of use explain the conditions for using PharmAssistAU.