Privacy Policy

1. Introduction

vEngage AI is a healthcare-focused conversational AI company that enhances patient interactions by automating appointment scheduling, clinical triaging, and post-visit follow-ups through its virtual assistant, Olivia. By integrating with existing healthcare software, the platform provides 24/7 support via voice and text, streamlining workflows for clinics and imaging centers to improve patient outcomes and reduce readmissions. As a partner to healthcare providers and software vendors, vEngage.ai is committed to making healthcare safer and more efficient while ensuring the secure and compliant handling of sensitive patient data.

We are committed to protecting your privacy and complying with all applicable data privacy laws, including:

• The Australian Privacy Act 1988 and other global laws such as, The Indian Digital Data Protection, Act 2023

This Privacy Policy explains how vEngage AI Pty Ltd (“we”, “us”, “our”) collects, uses, stores, discloses, and protects personal information when providing healthcare appointment booking and support services through:

• Telephone support,
• Voice AI systems,
• Chatbots embedded within partner laboratory and healthcare provider websites,
• Web applications,
• Messaging and communication channels.

We are committed to protecting privacy and handling personal information in accordance with:

• the Australian Privacy Act 1988 (Cth),
• the Australian Privacy Principles (APPs),

This Privacy Policy applies to patients, website users, healthcare professionals, laboratories, diagnostic centres, and other users of our services.

2. Who We Are

vEngage AI Pty Ltd provides healthcare coordination and appointment facilitation services, including:

• booking appointments with doctors, specialists, laboratories, and diagnostic providers,
• voice or AI-assisted patient support,
• appointment reminders and communications,
• healthcare workflow automation,
• chatbot and voice AI interactions on partner platforms.

Where our chatbot or voice AI appears on a partner laboratory or healthcare provider website, we may collect and process information on behalf of that partner and/or as an independent service provider depending on the circumstances and as per mutual agreements.

3. What Information We Collect

We may collect the following categories of personal information.

3.1 Identity and Contact Information

• Full name
• Date of birth
• Gender
• Mobile number
• Email address
• Residential address
• Emergency contact details

3.2 Healthcare and Sensitive Information

We may collect health information necessary to facilitate healthcare services, including:

Symptoms or health concerns

• Referral information
• Test or appointment requirements
• Preferred doctor or laboratory
• Medicare or health insurance details (where applicable)
• Accessibility or special assistance requirements

Under Australian law, health information is considered “sensitive information.

3.3 AI Interaction Data

When interacting with our chatbot or voice AI systems, we may collect:

• Voice recordings
• Audio transcripts
• Chat transcripts
• Call metadata
• Conversation timestamps
• Intent and interaction analytics

3.4 Technical Information

• IP address
• Device identifiers
• Browser type
• Operating system
• Cookie and session data
• Usage analytics
• Website interaction logs

4. How We Collect Information

We collect information:

• directly from you,
• through chatbot interactions,
• through voice AI conversations,
• through appointment forms,
• through partner healthcare websites,
• from healthcare providers and laboratories,
• from referral sources,
• through cookies and analytics technologies.

5. Why We Collect and Use Information

We may use personal information for the following purposes.

5.1 Healthcare Appointment Services

Booking and managing appointments

• Coordinating with doctors and laboratories
• Confirming patient details
• Managing referrals
• Providing appointment reminders

5.2 AI and Customer Support Services

• Operating chatbot and voice AI systems
• Responding to enquiries
• Improving AI accuracy and service quality
• Monitoring system performance
• Training and evaluating AI systems (subject to applicable law and consent requirements)

5.3 Communications

• Sending confirmations
• Sending reminders via SMS, email, or phone
• Providing support updates
• Responding to requests or complaints

5.4 Compliance and Safety

• Verifying identity
• Preventing fraud or misuse
• Meeting legal and regulatory obligations
• Maintaining security and audit logs

6. Consent

By using our services, interacting with our chatbot, or speaking with our voice AI systems, you acknowledge and consent to the collection and handling of your personal information as described in this Privacy Policy.

• Where required by law, we will obtain express consent before:
• collecting sensitive health information
• recording calls
• using information for AI training purposes

sending marketing communications.

You may withdraw consent at any time, subject to legal or operational limitations.

7. Voice Recording and AI Processing

Calls and voice interactions may be recorded and processed by AI systems for:

• appointment booking
• quality assurance
• operational support
• training and service improvement
• compliance and dispute resolution

Where legally required, we will notify you before recording begins. Users should also review the privacy policy of the relevant partner website.

AI-generated outputs may be reviewed by authorised personnel to ensure accuracy and safety.

8. Chatbot Services on Partner Websites

Our chatbot services may appear on websites operated by laboratories, clinics, hospitals, or other healthcare providers.

In such cases:

• the partner organisation may independently collect and process your information
• we may act as a service provider or processor on behalf of the partner
• information may be shared between us and the partner to facilitate healthcare services
• Users should also review the privacy policy of the relevant partner website

9. Disclosure of Personal Information

In order to provide our services, we may disclose personal information to:

• healthcare providers
• laboratories and diagnostic centres
• hospitals and clinics
• technology and cloud service providers
• AI platform providers
• telecommunications providers
• customer support vendors
• legal and regulatory authorities
• insurers and professional advisers

We require third parties handling personal information on our behalf to implement appropriate privacy and security protections.

10. Overseas Disclosure

We use Google Cloud platform hosted in Syndey, Australia. Some technology providers, cloud infrastructure providers, AI vendors, or support services may be located outside Australia, including in:

he United States,

the European Union,

• Singapore
• India
• other jurisdictions where our service providers operate

Where personal information is disclosed overseas, we take reasonable steps to ensure recipients handle information in accordance with Australian privacy requirements.

11. Data Security

We implement reasonable technical, administrative, and organisational safeguards designed to protect personal information, including:

• access controls
• authentication mechanisms

secure cloud infrastructure,

logging and monitoring,

• encryption
• role-based access restrictions

employee confidentiality obligations,

• security testing and vulnerability management.

However, we can just assure of our best efforts, as no system can guarantee absolute security in every changing cyber world.

12. Data Retention

We retain personal information only for as long as reasonably necessary to:

provide services

• comply with legal obligations
• resolve disputes
• maintain healthcare and operational records
• support audit and compliance requirements

Voice recordings and chat transcripts may be retained for quality assurance, legal compliance, and operational purposes in accordance with applicable retention requirements.

13. Cookies and Analytics

Our websites and chatbot systems may use cookies and analytics technologies to:

• maintain sessions
• improve functionality
• analyse usage patterns
• measure service performance

Users may adjust browser settings to refuse cookies, although some features may not function correctly.

14. Access and Correction

You may request access to personal information we hold about you and request corrections if the information is inaccurate, incomplete, or outdated.

• Requests may be submitted using the contact details below.
• We may require identity verification before processing requests.

15. Complaints

If you believe we have breached applicable privacy laws, you may contact us using the details below.

We will investigate complaints and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the:

Office of the Australian Information Commissioner (OAIC)

OAIC Website

Office of the Australian Information Commissioner

16. Contact Us

Privacy Officer vEngage AI Pty Ltd

17 Jirrang street Pemulwuy 2145 NSW privacy@vengage.ai

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

Updated versions will be published on our website with the revised effective date.

Continued use of our services after updates constitutes acceptance of the revised Privacy Policy.