Privacy Policy

ElderHeart (“we”, “us”, “our”) provides daily check-in phone calls and update notifications to nominated family members, carers, or support persons.
We take your privacy seriously and comply with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, and disclose personal information.

1. What Personal Information We Collect

We collect the minimum information required to provide our service safely and reliably.

For the Elder (service recipient):

Full name

Phone number

Call preferences (frequency, time, language)

Information shared during calls (e.g., mood, wellbeing, daily activities)

Risk indicators or wellbeing alerts (e.g., “elder sounded unwell”)

Notes needed for continuity of care

Emergency contact details

For Family Members / Carers:

Full name

Phone number and/or email

Relationship to the elder

Communication preferences (SMS, email, language)

Technical Information:

Call logs (call duration, time, answered/missed)

SMS and email delivery status

System logs for troubleshooting and security

Sensitive Information

We may incidentally collect sensitive information (e.g., health-related comments made by the elder during a call).
We only collect this information with consent and handle it in accordance with APP 3 and APP 6.

2. How We Collect Information

We collect personal information when:

The elder or a family member signs up for ElderHeart

You provide information through our website, sign-up form, or onboarding

Our automated call system conducts check-in calls

You communicate with us via email, SMS, or phone

Family members update the elder’s file

Information is not recorded as audio.
Notes are typed summaries based on call outcomes.

3. How We Use Personal Information

We use your information to:

Provide daily check-in calls to the elder

Notify family members/carers with call updates

Provide wellbeing summaries or alerts

Personalise call scripts (e.g., preferred name, topics, routines)

Respond to enquiries or technical issues

Improve our service

Comply with legal obligations

We do not use personal information for marketing without consent.

4. Use of AI and Third-Party Providers

To provide our services, we use automated systems including:

ElevenLabs for natural voice calling

GoHighLevel for contact management, SMS, and email delivery

Twilio for telephony

Make (formerly Integromat) for process automation

These providers may process data on our behalf, but do not have permission to use or sell your information.

All third parties are chosen for strong security and privacy protections.

Where Data Is Stored

Where possible, data is stored in Australia.
Some integrations may store or process data in other regions due to global infrastructure (e.g., USA).
We ensure all third parties meet appropriate privacy and security standards.

We do not store call audio recordings.
Only call summaries and system logs are retained.

5. Disclosure of Personal Information

We may disclose information:

To nominated family contacts

To service providers assisting in delivering the service (telephony, automation)

If required by law (e.g., police, emergency services)

If we believe someone is at risk of harm

We never sell or rent personal information.

6. Data Security

We take reasonable steps to protect your information from:

Misuse

Loss

Unauthorised access

Modification

Disclosure

Security measures include:

Encryption in transit

Secure cloud infrastructure

Access controls

Regular review of automated workflows

Strict limitation on who can view client data

7. Access and Correction

You may request:

Access to your personal information

Correction of inaccurate or incomplete information

We will respond within 30 days, as required by the Privacy Act.

8. Retention and Deletion of Data

We retain information only as long as needed to deliver the service or meet legal requirements.
You may request deletion of personal information at any time.
Some technical logs may be retained for security or legal compliance.

9. Consent

By using ElderHeart, you consent to:

The collection and handling of personal information in this Privacy Policy

Receiving updates via SMS or email

Automated calling systems generating wellbeing summaries

You may withdraw consent at any time.

10. Complaints

If you have concerns about privacy, contact us at:

📧 [email protected]
(We can update this once your inbox is ready)

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au

11. Changes to This Policy