Privacy Policy

1.About this policy

This Privacy Policy explains how Genesys Digital Pty Ltd (ABN 12 683 461 663), trading as Appointment Catcher (we, us, our), collects, uses, stores and discloses personal information. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

By using our website or our service, you agree to your personal information being handled as described in this policy.

2.Two kinds of people we deal with

Appointment Catcher is a missed-call text-back service for clinics and other businesses. We deal with two groups of people:

• Our customers: the clinics and businesses that sign up, and the people who work for them (Clients).
• Our Clients' callers: people who phone a Client and are sent a text message by the service on the Client's behalf (Callers).

When we handle a Caller's information, we do so on behalf of and under the instructions of the Client they called. The Client is responsible for its own relationship with its Callers and for having its own privacy practices in place. If you are a Caller and have a question about your information, you can contact the clinic you called, or contact us and we will help.

3.What we collect

From Clients

• Name, business name, ABN, email address, mobile number and business address.
• Details needed to set up the service, such as the business phone number, the mobile number that receives alerts, and the wording of the business's text message.
• Billing records. Card payments are processed by our payment provider; we do not store full card numbers.
• Messages and emails you send us, and notes from calls with us.

About Callers (on behalf of Clients)

• The Caller's phone number, and the date and time of the call.
• Whether the call was answered or missed, and any voicemail left.
• The text messages sent to the Caller and any replies the Caller sends, including whatever the Caller chooses to write.
• Whether the Caller has opted out of texts.

From website visitors

• Information you enter into forms, and technical information such as device, browser, pages viewed and how you arrived at our site (see section 10).
• If you call or text our demo line, your phone number and any messages you send.

4.How we collect it

We collect information directly from you (for example, when you sign up, fill in a form, call our demo line or contact us), automatically when calls and messages pass through the service, and through cookies and similar tools on our website. We collect Caller information because a Caller phones a Client whose calls are forwarded to the service.

5.How we use it

• To provide the service: sending text messages to Callers, forwarding replies and missed-call alerts to Clients, and preventing repeat texts to the same Caller.
• To set up, support, maintain and improve the service.
• To bill Clients and manage accounts, including refunds under our guarantee.
• To respond to enquiries, including following up people who try our demo.
• To send Clients and prospective Clients information about our service. You can opt out at any time.
• To meet our legal obligations and to protect our rights.

We do not sell personal information, and we do not use Caller information to market our own or anyone else's products to Callers.

6.Health and other sensitive information

We do not ask for health information. However, because many of our Clients are clinics, a Caller may choose to include health information in a text reply (for example, describing a treatment or concern). Where that happens, we handle that information only to pass it to the Client the Caller contacted and to operate the service. We do not analyse it, use it for any other purpose, or disclose it to anyone else except as described in this policy or as required by law.

Clients should not use the service to request detailed health information from Callers by text, and should move clinical conversations to their usual secure channels.

7.Text messages and opting out

Every text sent through the service identifies the business the Caller phoned. Callers can reply STOP at any time to stop receiving texts from that business through the service. Clients can also ask us to stop texting a particular number.

8.Who we share information with

We share personal information only as needed to run the service, including with:

• Our software and messaging providers, including HighLevel (the platform the service runs on), and the telecommunications carriers that deliver calls and text messages.
• Our payment provider, to process subscription payments.
• The relevant Client, in the case of Caller information.
• Professional advisers (such as accountants and lawyers), and anyone we are required or authorised to disclose to by law.
• A buyer or successor if our business is sold or restructured, on the basis that they continue to protect the information.

9.Overseas storage

Some of our service providers store or process information outside Australia, including in the United States. Where we disclose information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

10.Cookies, analytics and advertising

Our website may use cookies, pixels and similar tools (for example, Google and Meta tools) to understand how visitors use the site and to measure and show our advertising. These tools may collect information such as pages viewed, device details and approximate location. You can control cookies through your browser settings and the ad-preference settings of the relevant platforms.

11.Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. This includes using reputable providers, access controls and secure connections. No system is completely secure, so we cannot guarantee security.

We keep information for as long as it is needed for the purposes above. When a Client cancels, we delete or de-identify that Client's Caller records within 90 days, unless the Client asks for earlier deletion or we need to keep something to meet a legal obligation. Billing records are kept for as long as tax law requires.

12.Accessing or correcting your information

You can ask to access or correct personal information we hold about you by emailing [email protected]. We will respond within a reasonable time, usually within 30 days. If we refuse a request, we will tell you why, where we are allowed to. If you are a Caller, we may refer your request to the Client you called, since we hold your information on their behalf.

13.Complaints

If you have a concern about how we have handled your personal information, please contact us first at [email protected]. We will acknowledge your complaint and aim to resolve it within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

14.Changes to this policy

We may update this policy from time to time. The current version will always be on this page, with the date it was last updated.

15.Contact us

Genesys Digital Pty Ltd (ABN 12 683 461 663), trading as Appointment Catcher
Sydney, New South Wales
Email: [email protected]
Phone: 0432 403 076