Pracupine
Effective: 20 August 2026
1. Support
You can reach out to us at any time about how we handle your information, including to:
- ask questions
- update your information or delete your account
- raise a concern
- change your organization’s preferences
- change your marketing preferences, or
- anything else related to this policy.
Contact us at [email protected]
2. About us
Pracupine provides software (the “Platform” or “Services”) for Practices and their Healthcare Professionals. The Services help with practice operations, such as document and inbox workflows, patient notifications, AI-assisted phone calls, and integrations with practice management systems and electronic health records. The Services are not intended to replace human judgment.
Definitions used in this policy:
| Term | Meaning |
|---|---|
| we, our, us | Pracupine Pty Ltd (ABN 12 701 565 951) |
| you | the reader of this policy |
| Services / Platform | The Pracupine software we provide to Practices and their Healthcare Professionals |
| Practice | A healthcare practice organization that uses the Services |
| Healthcare Professional | An authorized individual who uses the Services on behalf of a Practice |
| privacy laws | privacy and data protection laws that apply to us, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and other applicable laws |
We handle personal information in accordance with the Privacy Act and the APPs.
3. Information we collect
We collect and hold categories of information including personal information, health information, payment information, device or usage information, and general information to help us improve our Services and keep them secure.
If you choose not to provide information we reasonably need, we may be unable to provide some or all of the Services.
| Category | Details |
|---|---|
| General personal information | Name, contact details, and related identifiers. For Healthcare Professionals, this may include role and practice details. |
| Payment and billing information | Billing contacts and transaction records. Card data is typically handled by our payment provider. |
| Health and clinical information (including connected systems) | Information from third party systems that a Practice connects to the Services, such as practice management software, electronic health records, email inboxes, telephony, and document sources. We may collect and store information those systems make available, such as details about patients, Healthcare Professionals, staff, and other individuals, clinical and administrative records, appointments, bookings, referrals, waitlists, messages, and documents. |
| Device, usage, and analytics information | Device, usage, and analytics information such as device or session identifiers, device type, browser type, IP address, and usage and traffic data. |
| Cookies and similar technologies | Information collected via cookies needed for the website and Services to function. |
| Additional information you provide | Information you provide through surveys, support, or other contact with us. |
| General information to help us improve our Services | De-identified and/or aggregated information used to understand how the Services are used. |
| Recruitment information | If you apply for a role, we may collect application and related recruitment details. |
4. How we collect your information
We collect personal information directly and indirectly.
Directly
We collect personal information directly from you when you use or contact Pracupine — for example when you create or use an account, contact support, join a waitlist, apply for a role, or enter or upload information in the Services (including information about patients and other individuals). This may include name, work contact details, practice details, and account information. When you use our website or Services, we may also collect technical and usage information such as device or session identifiers, device or browser type, IP address, and usage and traffic data, and billing information in connection with payments.
Indirectly
We collect personal information indirectly when systems are connected to the Services such as practice management systems, electronic health records, email inboxes, telephony, and document sources, and those systems make information available to us. We may also receive personal information from recruitment sources if you apply for a role.
5. How we use your information
We do not sell personal information.
We use personal information to deliver and improve the Services.
| Purpose | Details |
|---|---|
| Access | To enable access to and use of the website and Services. |
| Operate | To provide, maintain, and secure the Services. We may use AI tools to help deliver the Services. No personal information (including patient health information) is used to train, develop, or improve our AI models or third party AI models. Third party AI models are only used with Zero Data Retention policies in place. |
| Improve | To improve the design, performance, and functionality of the Services, using de-identified and/or aggregated information where appropriate. |
| Support | To send service, support, and administrative messages. |
| Contact | To contact you about important Service or account matters. |
| Marketing | To send product or promotional messages to you. |
| Law | To comply with law and assist government agencies, regulators, or law enforcement where required. |
| Employment | To consider employment applications. |
6. Marketing and opt-out
We may send marketing or product-update communications to you. You can opt out at any time using an unsubscribe link (where provided) or by contacting us (see section 1).
Operational and transactional messages (for example security or billing messages) may still be sent.
Without your consent, we will not:
- use health information to send you marketing communications; or
- disclose your information to a third party so they can market to you.
7. Data processing and storage
Health information, including all information synced from connected systems (e.g. PMS, EHR, email), is stored and processed in Australia. This includes any AI processing of this data.
Some Platform features depend on third party service providers. Limited non-health personal information may be processed outside Australia, for example, certain billing information stored with our payments provider. Where personal information is disclosed overseas, we take reasonable steps to protect it, including contractual protections where appropriate.
8. Information sharing
We may share personal information with:
- our personnel;
- the relevant Practice and its authorized Healthcare Professionals;
- third-party suppliers and service providers who help us operate the Services;
- anyone involved in a transfer of our business or assets, under confidentiality;
- parties authorized by you or other Healthcare Professionals in your Practice; and
- government agencies, regulators, or law enforcement where required.
A description of material service providers is available to Practices on request. A data processing addendum is also available on request.
9. How we protect your information
We hold personal information in electronic systems and use technical and organizational measures designed to protect it from misuse, interference, loss, and unauthorized access, modification, or disclosure.
| Measure | Details |
|---|---|
| Staff training | We have mandatory staff training regarding keeping information safe and secure at all times. |
| Encryption | All data is encrypted both in transit and at rest. |
| Access controls | Access is limited to those who need it to perform their role. By default, our staff do not have access to personal information or health information. If an employee needs access to perform a task, it must be approved by another staff member, is logged, and is revoked after a set period. We conduct periodic internal audits to check for unauthorized or inappropriate access. |
| De-identification | We use tools to de-identify information before it is used or disclosed for certain purposes as described in this policy. |
| Retention | We keep information only as long as reasonably needed for the Services, legal or accounting requirements, and disputes, or as agreed with the Practice; we then take reasonable steps to destroy or de-identify it (subject to backups and legal holds). |
10. What are your rights?
You may request access to, or correction of, personal information we hold about you, or make a privacy complaint, by contacting our compliance team at [email protected]. Please include your name, contact details, and a clear description of your request. We aim to respond within 30 days. We may need to verify your identity.
If personal information about you was submitted by a Practice, please contact that Practice first. We will assist the Practice as reasonably required.
If you are not satisfied with our response, you may complain to your relevant data protection authority.
Where we are required by law to notify a data breach, we will assess and notify as required, and cooperate with Practices when we act as their service provider.
11. Employees and applicants
If you apply for a role with Pracupine, or if you are engaged as staff or a contractor, we collect personal information to assess suitability, manage the engagement, and meet legal obligations. Contact [email protected] with questions about that information.
12. Changes to this policy
If we change this policy in a way that affects how we handle personal information, we will publish the updated policy on our website and update the effective date. For material changes, we may also notify Practice admin contacts. Please check this page periodically.
Pracupine Pty Ltd (ABN 12 701 565 951). Privacy questions: [email protected].
End of Privacy Policy