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Goldie’s commitment to privacy

Nova Practice Solutions Pty Ltd ACN: 673 310 677, trading as Goldie, ABN: 90 673 310 677, its subsidiaries and affiliates in Australia (collectively referred to as Goldie) are committed to managing personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws.

This document sets out our policies for managing your personal information and is referred to as our Privacy Policy. 

In this Privacy Policy, “we” and “us” refers to Goldie and “you” refers to any individual about whom we collect personal information. 

About Goldie

Goldie operates a transcription tool that records veterinary appointments and other events initiated by the user, such as client phone calls, and automatically writes notes for its users by using artificial intelligence technology.

What information does Goldie collect about you?

1. Clients and prospective clients

When you enquire about our services or when you become a client of Goldie, a record is made which includes your personal information.

The type of personal information that we collect will vary depending on the circumstances of collection and the kind of service that you request from us, but will typically include: 

• your name, e-mail, phone number, address and other contact details; 

• information about your employer or an organisation who you represent;

• information about the device or computer that you access our services or provide information on;

• your professional details; and

• any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Goldie.

  2. Veterinary patient information

We collect information about your veterinary patients, including medical history, treatment records, and other relevant data, to provide our transcription and appointment summary services. This information is gathered through the submission by you of material recording consultations, medical examinations, and communications with pet owners.

3. Veterinary client information

We collect information about your veterinary clients where they are disclosed to you in the course of you providing them with services, including name, email address, phone number and address. This may also include sensitive information about your clients where it is provided to you. This information is gathered through the submission by you of material recording consultations, medical examinations, and communications with pet owners.

4. Prospective employees or applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you. 

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (for example, positions which involve working with children).

5. Other individuals

Goldie may collect personal information about other individuals who are not clients of Goldie. This includes customers and members of the public who participate in events we are involved with, individual service providers and contractors to Goldie, and other individuals who interact with Goldie on a commercial basis. The kinds of personal information we collect will depend on the capacity in which you are dealing with Goldie. Generally, it would include your name, contact details, and information regarding our interactions and transactions with you. 

If you are participating in an event we are managing or delivering, we may take images or audio-visual recordings which identify you or your patients.

In some circumstances, Goldie may collect information which is considered sensitive information. This could include details about your own clients and patients.

You can always decline to give Goldie any personal information we request, but that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about personal information we have requested, please let us know.

6. Visitors to our websites

The way in which we handle the personal information of visitors to our websites is discussed below.

How and why does Goldie collect and use your personal information?

Goldie collects personal information reasonably necessary to carry out our business, to assess and manage our clients' needs, and provide services including services where your own client appointments are transcribed and summarised. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you or third parties and managing client relationships.

The purposes for which Goldie usually collects and uses personal information depends on the nature of your interaction with us, but may include: 

1. providing our services to you;

2. responding to requests for information and other general inquiries;

3. managing, planning, advertising and administering programs, events, competitions and performances;

4. researching, developing and expanding our facilities and services;

5. informing you of our activities, events, facilities and services;

6. feedback purposes;

7. recruitment processes (including for volunteers, internships and work experience); and

8. responding to enquires and complaints.

Goldie generally collects personal information directly from you. 

We will collect and update personal and veterinary patient information from you by you using our services, creating accounts, use of online or device applications, by email, phone, over the internet, social media, and audio recordings. We will also collect information from you from third party software providers that you or we interact with in providing our services (including without limitation third party artificial intelligence software tools).

Goldie also collects and uses personal information for market research purposes and to innovate our delivery of products and services. 

How does Goldie interact with you via the internet?

You may visit our websites (www.goldievet.com) without identifying yourself. If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Goldie will be managed in accordance with this Privacy Policy.

Goldie's websites use cookies. A “cookie” is a small file stored on your computer's browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information. 

You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.

Goldie's websites may contain links to third-party websites. Goldie is not responsible for the content or privacy practices of websites that are linked to our website.

Can you deal with Goldie anonymously?

Goldie will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for Goldie to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to utilise our services or participate in our events, programs or activities we manage or deliver.

How does Goldie hold information?

Goldie stores information by electronic record keeping methods in secure databases (including trusted third party storage providers based in Australia and overseas). As at the date of this Privacy Policy, information is stored using Amazon Web Services. We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.

Goldie maintains security over our data stores. We maintain computer and network security, for example, we use firewalls (security measures for the internet) and other security systems such as user identifiers and passwords to control access to our computer systems. This may include utilising network security services of third party providers (such as Amazon Web Services).

Our websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to exercise care in sending personal information via the internet.

We take steps to destroy or de-identify information that we no longer require. 

Does Goldie use or disclose your personal information for direct marketing?

Goldie may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.

If you opt-out of receiving marketing material from us, Goldie may still contact you in relation to its ongoing relationship with you. 

How does Goldie use and disclose personal information?

1. For clients

The purposes for which we may use and disclose your personal information will depend on the services we are providing you. For example, if you have engaged us to deliver a service, we may disclose information about you to service providers where this is relevant to our services. 

2. Providing our services (veterinary patient information)

The veterinary patient and client information collected is used for the purpose of providing transcription services and language modelling summaries as part of our service to you. It may also be used for ancillary and business purposes, including internal record-keeping, billing, quality control, and to improve our services.

We may also use this information for research and statistical analysis, with the aim of enhancing veterinary medical knowledge and practices. All data used for these purposes will be de-identified to ensure the privacy of our clients, their patients and pet owners.

Veterinary patient and client information will be disclosed to a third party artificial intelligence software platform for the purposes of providing the transcription and summary services to you. 

We require you to obtain full consent from pet owners where required for us to collect, use and disclose their information and their pets’ information in accordance with this policy, and you warrant to us that you have done so when you submit any information to us to use our services.

You must disclose to us immediately if pet owners have withdrawn their consent. 

In compliance with Australian law, we may be required to disclose information to government authorities or courts when mandated by law or legal processes.

Where information we collect from or about you is sensitive information, we will collect, use, disclose and hold that information in accordance with our legal obligations that apply from time to time. 

3. For customers and participants 

If you are a customer or participant in an event, we may disclose your personal information to our clients and venues where this is reasonably necessary for, and relevant to, the delivery of the event. We may use images or audio-visual recordings which identify you for promotional purposes where you would reasonably expect this to occur. 

4. Disclosure to contractors and other service providers

Goldie may disclose information to third parties we engage in order to provide our services, including contractors and service providers used for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance/development, printing, archiving, mail-outs, and market research. 

Personal information may also be shared between related and affiliated companies of Goldie, located in Australia and overseas. 

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies. 

5. Use and disclosure for administration and management

Goldie will also use and disclose personal information for a range of administrative, management and operational purposes. This includes:

• administering billing and payments and debt recovery;

• planning, managing, monitoring and evaluating our services;

• quality improvement activities;

• statistical analysis and reporting;

• training staff, contractors and other workers;

• risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);

• security enhancement and management;

• customer feedback;

• operation of our website, phone application, web application;

• responding to enquiries and complaints regarding our services; 

• obtaining advice from consultants and other professional advisers; and

• responding to subpoenas and other legal orders and obligations.

  6. Other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

Does Goldie disclose your personal information overseas?

Goldie is a global organisation and works with clients, service providers, sponsors and commercial interests across the globe. It is likely that your personal information will be disclosed to overseas recipients. 

We will also disclose personal and veterinary information to third party artificial intelligence software providers, who may be overseas, for the purposes of providing our services to you.

Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.

Entities which are related entities of Goldie or are otherwise affiliated with Goldie, have operations in Australia and overseas. In circumstances where your information is disclosed to overseas recipients, those recipients are likely to be located in countries in the regions in which Goldie and its related entities and affiliates operate.

How can you access or seek correction of your personal information?

You are entitled to access your personal information held by Goldie on request. To request access to your personal information please contact our privacy officer using the contact details set out below. 

You will not be charged for making a request to access your personal information but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change. 

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

What should you do if you have a complaint about the handling of your personal information?

You may contact Goldie at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled. 

You may make a complaint about privacy to the privacy officer at the contact details set out below.

The privacy officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week. 

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that Goldie may have breached the Australian Privacy Principles or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au.

How changes are made to this Privacy Policy

Goldie may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

How can you contact Goldie?

The contact details for Goldie are:

Goldie privacy officer: Katherine van Ekert

hello@goldievet.com

This Privacy Policy was last updated in December 2023.