Privacy Policy

Last updated: 19 September 2026

1. 01About this policy

   Clinic Lane Pty Ltd (ACN 701 049 425, ABN 77 701 049 425), trading as ClinicLane, builds software for healthcare organisations. This policy explains how we collect, use, disclose and protect personal information.

   It applies to our website, our marketing activities, our sales process and the ClinicLane platform. It is written to meet our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

   If you do not agree with how we handle personal information, please do not use our website or the platform.

2. 02The two roles we play

   We handle personal information in two distinct roles, and your rights differ depending on which applies.

   As a controller, we decide how information is used. This covers website visitors, demo enquiries, marketing contacts, customer administrators and our own staff and suppliers.

   As a processor, we host and process information on behalf of a healthcare organisation that uses ClinicLane. This covers patient records, clinical notes, appointments, messages and related data entered into the platform. In that case the healthcare organisation decides what is collected and why, and their own privacy policy governs that information. We act on their instructions under our agreement with them.

   If you are a patient of a clinic that uses ClinicLane and you want to access, correct or delete your records, contact the clinic first. We will support them in responding to you.

3. 03Information we collect

   • Contact details: name, work email address, phone number, company name and website.
   • Enquiry content: the details you give us when you request a demo or contact us, including what you tell us about your current software and workflows.
   • Account information: user names, email addresses, role and permission settings, and authentication data for people who use the platform.
   • Usage and device information: pages visited, referring page, approximate location derived from IP address, browser and device type, and the date and time of your visit.
   • Support information: the content of support requests, including any screenshots or files you send us.
   • Billing information: business name, billing contact, billing address and transaction records. Card details are handled by our payment provider, not by us.
   • Customer data: information entered into the platform by a healthcare organisation, which may include health information and other sensitive information about patients.

4. 04How we collect information

   We collect most information directly from you: when you complete a demo enquiry, email us, sign a contract, use the platform, or contact support.

   We collect some information automatically through cookies and similar technologies when you visit the website. Our Cookie Policy explains this in detail.

   We may collect information from third parties, such as a colleague who refers you, a publicly available business directory, or a service provider that supports our operations. Where it is reasonable and practicable, we will tell you when we have done so.

   For customer data, information is collected by the healthcare organisation, and by their patients and staff, through the platform.

5. 05Why we use information

   • To respond to enquiries, arrange demonstrations and prepare proposals.
   • To provide, operate, maintain and secure the ClinicLane platform.
   • To authenticate users and manage access and permissions.
   • To provide support, investigate faults and communicate about service changes.
   • To improve the product, including analysing aggregated usage patterns.
   • To send service messages, and marketing communications where you have opted in or where we are otherwise permitted to.
   • To manage billing, accounts and business records.
   • To detect, investigate and prevent misuse, fraud and security incidents.
   • To meet our legal, regulatory and record-keeping obligations.

6. 06Sensitive and health information

   Health information is sensitive information under Australian privacy law and we treat it accordingly.

   We do not collect health information directly from patients through this website. Health information reaches us only through the platform, entered by a healthcare organisation or its patients, and we process it on that organisation's behalf and under their instructions.

   We do not use health information for marketing. We do not sell personal information of any kind.

7. 07Disclosure

   We disclose personal information only where it is necessary, and only to the following categories of recipient.

   • Service providers that support our operations, such as cloud hosting, database services, email delivery, error monitoring, analytics, payment processing and customer support tooling. They may only use the information to provide services to us.
   • The healthcare organisation whose account the information relates to, and users they have authorised.
   • Third-party systems you or your organisation ask us to connect to, for the purpose of that integration.
   • Professional advisers such as lawyers, accountants and auditors, under confidentiality obligations.
   • A purchaser or successor if our business or part of it is sold or reorganised, subject to equivalent privacy protections.
   • Law enforcement, regulators or courts where required or authorised by law, or to prevent a serious threat to life, health or safety.

8. 08Overseas disclosure

   We prefer to host customer data in Australia. Some of our service providers operate or store data overseas, which may include the United States and the European Union.

   Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles, including through contractual commitments.

   If you would like to know where information relevant to you is held, contact us and we will tell you what we can.

9. 09Security

   We use technical and organisational measures appropriate to the sensitivity of the information we hold. These include access control, role-based permissions, encryption of data in transit, logging of significant actions, secured infrastructure and staff obligations of confidentiality.

   No system is completely secure. We do not guarantee that information can never be accessed improperly. If a data breach occurs that is likely to result in serious harm, we will act under the Notifiable Data Breaches scheme and notify affected individuals and the OAIC as required, and we will notify affected customers without undue delay.

   We publish specific security standards or certifications only once they have been independently verified.

10. 10Retention

    We keep personal information only as long as we need it for the purposes described in this policy, or as long as the law requires.

    Demo enquiries are kept for up to two years from the last contact unless you ask us to delete them sooner. Account and billing records are kept for at least seven years to meet tax and corporate record obligations.

    Customer data is retained for the term of the customer agreement and deleted or returned afterwards in line with that agreement. Health records held by a healthcare organisation are subject to retention periods set by state and federal law, and the organisation directs how long we keep them.

    When information is no longer needed we delete it or de-identify it.

11. 11Your rights

    You can ask us to give you access to the personal information we hold about you, and to correct it if it is wrong, out of date or incomplete.

    You can ask us to delete information where we are not required to keep it. You can opt out of marketing at any time using the unsubscribe link or by emailing us.

    You can ask us how we handle your information and who we have disclosed it to.

    Send requests to hello@cliniclane.com.au. We will verify your identity before acting and will respond within 30 days. Access is free in most cases; if a request requires substantial work we will tell you about any charge before proceeding. If we refuse a request, we will explain why in writing.

12. 12Cookies and analytics

    Our website uses cookies and similar technologies. Strictly necessary cookies always run. Analytics and preference cookies run only with your consent, which you can give or withdraw at any time using the cookie settings link in the footer.

    Our Cookie Policy sets out the categories, purposes and durations in full.

13. 13Children

    Our website and the platform are intended for healthcare organisations and their staff, not for children.

    The platform may hold records about patients under 18 where a healthcare organisation provides care to them. That information is handled on the organisation's instructions, and consent and access are managed by that organisation under the applicable health records law.

14. 14Third-party links and integrations

    Our website and the platform may link to or connect with third-party services. We are not responsible for the privacy practices of those services. Review their policies before using them.

15. 15Changes to this policy

    We may update this policy from time to time. The current version is always published on this page with the date it was last updated. Where a change is significant, we will take reasonable steps to notify customers directly.

16. 16Contact and complaints

    Privacy enquiries and complaints: hello@cliniclane.com.au, or write to the Privacy Officer, Clinic Lane Pty Ltd, 123 Pitt Street, Angel Place, NSW 2000, Australia.

    We will acknowledge a complaint within 5 business days and respond substantively within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.