Privacy Policy

Introduction

Vitalstart Pty Ltd ("Vitalstart", "we", "our", "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform.

We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and, where applicable, the Health Records and Information Privacy Act 2002 (NSW).

Information We Collect

Personal Information

• Name, email address, phone number, and postal address
• Date of birth and gender
• NDIS participant number or aged care assessment details
• Emergency contact information
• Payment and billing information

Sensitive Information

• Health information relevant to care needs
• Disability information for NDIS participants
• Cultural background and language preferences
• Criminal history checks for workers

Usage Information

• Device and browser information
• IP address and location data
• Platform usage patterns

Education and learning evidence

Signed-in education retains your learning declarations, fictional practice activity, exact course revisions and independent review outcomes. Private PDFs and completion certificates are stored with restricted access. Vitalstart staff and external provider organisations use separate workspaces. Do not include participant names, health details or other identifying information in practice responses.

The Education Hub does not use the retired AI learning assistant. Learning completion certificates are non-accredited and do not establish practical competency or clinical task authority.

Optional AI help with provider enquiries

If you choose “Suggest with AI” and agree to the sharing notice, we send your selected business challenge and organisation-level notes to OpenAI to suggest a service category and draft an enquiry summary. We do not include the separate organisation name, contact name, email or phone fields in that request. Do not put personal, participant or health information in your notes. Processing may occur outside Australia.

You can review, edit or discard the draft, or complete the enquiry without AI. We request that generated responses are not stored as retrievable responses by OpenAI; this does not remove OpenAI’s applicable security and abuse-monitoring retention. The notes you choose to submit are retained with your enquiry. AI assistance does not provide clinical advice, confirm suitability, book services or set prices.

ChatGPT and Public AI Tools

Our public ChatGPT and Model Context Protocol (MCP) tools provide organisation-level information, indicative pricing and a way to request contact from a Clinical Adviser. If you request contact, we collect your requester type, organisation, contact name, business email, phone number, provider sector, business-level reason, preferred date and time, consent, and any indicative quote reference.

These public tools must not be used to submit participant or patient names, diagnoses, care plans, medication information, funding identifiers, clinical documents or other health information. Secure participant and clinical information belongs only in an authorised Vitalstart provider workflow after the appropriate agreement and access controls apply.

How We Use Your Information

We use your information to:

• Match you with appropriate support workers
• Process bookings and payments
• Communicate about services and appointments
• Verify worker credentials and screening
• Comply with regulatory and legal requirements
• Improve our platform and services
• Respond to complaints and incidents
• Provide public AI search results and non-binding provider pricing information
• Triage a consented Clinical Adviser request and prevent duplicate or abusive submissions

Disclosure of Information

We may share your information with:

• Support workers providing services to you
• Care coordinators and host providers
• NDIS and aged care regulatory bodies when required
• Payment processors and financial institutions
• Professional advisors and insurers
• Government agencies as required by law
• Cloud, security and communications service providers that process information for Vitalstart under contract

When you use Vitalstart through ChatGPT, OpenAI processes your conversation under its own terms and privacy policy. Only information sent to a Vitalstart tool is received by our MCP service. We do not receive the rest of your ChatGPT conversation unless it is included in a tool call.

We do not sell your personal information to third parties.

Retention

We retain Clinical Adviser requests for up to 24 months after the last contact or closure, unless a longer period is required by law, a contract, dispute, insurance or regulatory obligation. Technical security logs are generally retained for up to 12 months. Duplicate-prevention and rate-limit records are retained only for the period needed to operate those controls. If a request becomes an active service relationship, the applicable contractual and health-record retention requirements replace these public-enquiry periods.

Data Security

We use industry-standard security measures including encryption, secure servers, and access controls to protect your information. However, no method of transmission over the Internet is 100% secure.

Your Rights

You have the right to:

• Access your personal information
• Request correction of inaccurate information
• Request deletion of your information (subject to legal requirements)
• Opt out of marketing communications
• Lodge a complaint with the Office of the Australian Information Commissioner

Contact Us

For privacy-related enquiries or to exercise your rights, contact our Privacy Officer:

• Email: privacy@vitalstart.net.au
• Phone: 1300 989 440
• Post: Privacy Officer, Vitalstart Pty Ltd, 26 Mimiwali Dr, Bonville NSW 2450