1. Introduction
RESPLORA PTY LTD (ABN 15 681 183 951) (“Resplora”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal and health information in a lawful, secure and transparent manner.
This Privacy Policy explains how we collect, use, disclose and store your personal and sensitive information in accordance with:
• the Privacy Act 1988 (Cth)
• the Australian Privacy Principles (APPs)
By using our platform, you consent to the handling of your information as described in this policy.
2. What Information We Collect
We may collect the following types of information:
Personal Information
• full name
• date of birth
• contact details (email, phone number)
• address (if required)
Sensitive Information (Health Information)
• mental health information
• medical history relevant to your care
• referral documents (e.g. Mental Health Treatment Plan)
• session notes and clinical records
• communications with your practitioner
Payment Information
• billing details
• transaction data
Note: payment data is securely processed by third-party providers such as Stripe and is not stored directly by Resplora.
3. How We Collect Information
We collect information when you:
• create an account
• complete forms or questionnaires
• book or attend sessions
• communicate with practitioners or our team
• upload documents
We may also collect limited data automatically (e.g. cookies, analytics).
4. Why We Collect Your Information
We collect and use your information to:
• provide mental health services
• match you with suitable practitioners
• manage bookings and payments
• maintain clinical records
• communicate with you
• comply with legal and professional obligations
• improve our platform and services
5. Disclosure of Information
We may disclose your information to:
• your treating practitioner
• other healthcare providers involved in your care (e.g. GP)
• payment processors (e.g. Stripe)
• technology providers supporting our platform
• regulators or authorities where required by law
We only disclose information where necessary and appropriate.
6. Overseas Disclosure
Some of our technology providers may store or process data overseas.
Where this occurs, we take reasonable steps to ensure your information is handled in accordance with Australian privacy standards.
7. Data Security
We take reasonable steps to protect your information from:
• misuse
• interference
• loss
• unauthorised access, modification or disclosure
This includes secure systems, access controls and encryption where appropriate.
8. Access and Correction
You may request:
• access to your personal information
• correction of inaccurate information
Requests can be made by contacting us in writing.
We may need to verify your identity before processing your request.
9. Retention of Information
Resplora retains personal information only for as long as necessary to operate the platform, comply with legal obligations, and provide our services.
Clinical Records
Clinical records, including session notes and therapeutic content:
• are created and maintained by your treating practitioner
• are the responsibility of the practitioner, not Resplora
• are stored in accordance with the practitioner’s professional, ethical and legal obligations
Resplora does not control or manage how practitioners store or retain their clinical records outside of the platform.
Platform Data
Resplora may retain limited information related to:
• bookings and appointment history
• account details
• payment records
• communications within the platform
This information is retained:
• to support service delivery
• for legal and compliance purposes
• for operational and audit requirements
When no longer required, information will be securely deleted or de-identified where appropriate.
10. Direct Marketing
We may send you communications related to:
• your appointments
• service updates
If you opt in, we may also send marketing communications.
You can unsubscribe at any time.
11. Cookies and Analytics
We may use cookies and analytics tools to:
• improve user experience
• analyse platform usage
You can control cookies through your browser settings.
12. Complaints
If you have concerns about your privacy, you can contact us.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
13. Changes to This Policy
We may update this Privacy Policy from time to time.
The latest version will always be available on our website.
14. Contact Us
For privacy-related enquiries:
Resplora