Tell Touch Privacy Policy

We value privacy

At Tell Touch, we take the protection of personal information very seriously. This policy is designed to describe the personal information we collect, how we protect it and what we do with it.

From time to time, we may need to change this policy. If we do so, we will post the updated version on our website (at https://telltouch.com.au/privacy/) and it will apply to all of your information held by us at the time.

What personal information do we collect?

The type of information we collect from you depends on our relationship with you – for example, whether you are a provider of aged care services, a recipient of aged care services, a relative, representative or guardian of a recipient of aged care services, or have simply made enquiries about our products and services.

The types of information we may collect in relation to a provider of aged care services include:

  • name;
  • contact details;
  • registration information; only if applicable
  • financial information
  • account settings;
  • survey/form/application data; and
  • records of interactions with us.

The types of information we may collect in relation to a recipient of aged care services include:

  • name;
  • contact details;
  • details of a primary representative (such as friends, relatives, next of kin, or guardian);
  • records of interactions with us;
  • complaint details;
  • Response by management to feedback on services; and
  • responses to survey/form/application data.

The types of information we may collect in relation to a relative, representative, or guardian of a recipient of aged care services include:

  • name;
  • contact details;
  • records of interactions with us;
  • feedback/complaint details;
  • Response by management to feedback on services; and
  • responses to survey/form/application data.

How do we collect personal information?

We collect personal information you provide to us directly.

We may also collect personal information through other means, including from your relatives, representatives and/or guardians. Permission to share details is explained on admission by the service. The information given to Tell Touch, may include your name, phone (mobile & or landline), and email address.

If you are providing us information about another person on their behalf, you must ensure that you have their permission to do so and you should inform that person (where practicable) that we will handle their information in accordance with this policy.

See the section on ‘Our online services’ below for more information about our collection of personal information online.

How do we hold and protect personal information?

We hold personal information electronically and with the assistance of our service providers.

We implement a range of measures to protect the security of personal information, including – depending on the circumstances – electronic access controls, premises security and network firewalls.

Our website at https://telltouch.com.au/, apps and portal all use Secure Socket Layer (SSL) encryption to keep your interactions secure and private. SSL is the industry standard for data encryption. It provides a secure link between your browser and our server and scrambles your personal information to ensure it is kept private during transmission over the internet.

We keep information for as long as it is required to be able to provide our services or to meet legal and regulatory requirements. If we no longer require personal information for any purpose, we will take steps to permanently de-identify or securely destroy it.

Why do we collect personal information?

Tell Touch provides an online platform designed to facilitate the capture and communication of consumer feedback and complaints.

We collect, hold, use and disclose personal information to provide our platform and services. This includes:

  • providing, administering, improving and personalising our services;
  • contacting you, your relative, representative or guardian in relation to our services;
  • verifying your identity and personal information;
  • maintaining and updating our records;
  • recruiting, training and managing staff;
  • conducting quality assurance activities to maintain the quality of our services;
  • carry out internal functions like administration, finance, information technology, training and audit;
  • undertake customer surveys;
  • meeting our legal obligations; and
  • practising effective risk management.

We may not be able to do these things without your personal information. For example, we may not be able to communicate with you.

We may provide marketing communications and targeted advertising to you on an ongoing basis by telephone, electronic messages (e.g. email), online (including websites and mobile apps) and other means, unless you opt out or we are subject to legal restrictions. See the marketing materials for details of how to opt out or contact us as set out below.

Who do we disclose personal information to?

We will disclose your personal information where required in order to provide you with our services or products.

In some instances, we may disclose personal information to third parties, including to:

  • anyone engaged on our behalf to provide products and services, such as service providers;
  • healthcare providers who are involved in your care;
  • government and regulatory bodies;
  • on a confidential basis, with our related companies;
  • any persons acting on our behalf, including professional advisers; and
  • where disclosure is permitted or required by law.

Where feedback or a complaint is submitted anonymously, it will remain anonymous unless and until disclosure is required by law.

Our online services

This section applies to our website at https://telltouch.com.au/ and to our other online services including our apps, portals, email communications and social media profiles (together, ‘Online Services’).

If you use our Online Services our system may record information such as the date and time of your interaction, the forms or pages accessed, and any information entered or downloaded. This information is used for statistical, reporting and website administration and maintenance purposes.

We may also record device identifiers and device location data through our Online Services where available. We also collect other information regarding location including information you provide through using our Online Services and IP address. Location information is used in accordance with this Privacy Policy for purposes including to optimise and customise our Online Services and platform for your location.

Like many other websites, our website may use ‘cookies’ from time to time. A cookie is a piece of information that allows our system to identify and interact more effectively with your browser. The cookie helps us to maintain the continuity of your browsing session and remember your details and preferences when you return. You can configure your web browser software to reject cookies however some parts of our website may not have full functionality in that case.

Our Online Services may also use, from time to time, third party services including, among others: Google Analytics, Firebase Analytics, and HubSpot. These services help us understand: (1) how you use and interact with our Online Services; and (2) the effectiveness of our marketing strategies.

The Online Services may contain links to other sites. We are not responsible for the privacy practices or policies of those sites.

How can you access and update your personal information?

Please contact us if you wish to seek access to or correct of any personal information we may hold about you. We aim to respond within a reasonable time and may need to verify your identity.

Please provide as much detail as you can about the particular information you seek, in order to help us locate it. We may deny some requests for access to or correction of personal information where the law allows us to do so.

Contact us

  • Attention: Privacy Officer
  • privacy@telltouch.com.au
  • Telephone: 1300 83 55 86
  • Tell Touch Pty Ltd
  • 27 Barton Street
  • Hawthorn VIC 3122

If you contact us with any concerns about how we have handled your personal information, we may request additional details from you regarding your concerns, and may need to engage or consult with other parties in order to investigate and deal with your issue. We will keep records of your request and any resolution.

Last updated: February 19, 2020

Tell Touch Pty Ltd