PsychDispatch Privacy Policy

Version 1.0 - 1 September 2026 PsychDispatch Pty Ltd (ACN 701 875 390, ABN 15 701 875 390) ("PsychDispatch", "we", "us")

About this policy

PsychDispatch is clinical documentation software for Australian mental health practitioners. Because our software handles health information, we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles in full - the small business exemption does not apply to organisations that handle health information, and we do not rely on it.

This policy covers the PsychDispatch application (app.psychdispatch.com.au), our website (psychdispatch.com.au), and the emails we send. It explains what we collect, why, where it lives, who processes it, how long we keep it, and the rights you have.

In this policy, a "practitioner" is a health practitioner (or a person authorised by one) holding a PsychDispatch account; "patient records" means the clinical information a practitioner creates or uploads about their patients; and "personal information" and "health information" have the meanings given by the Privacy Act.

The two kinds of information we handle

Practitioner account information. If you are a practitioner using PsychDispatch, we collect and hold information about you, and we are responsible for it in the ordinary way.

Patient records. Clinical records created in PsychDispatch belong to the treating practitioner, who remains the records custodian at law. We store and process those records on the practitioner's behalf, to provide the service and for no other purpose. We never use patient records for marketing, advertising, analytics profiling, or training AI models, and we never sell them or share them except as described in this policy.

Information we collect about practitioners

Identity and practice details: name and title, email address, an optional mobile number, clinic name and address, state or territory of practice, qualifications, and provider and prescriber numbers where you choose to store them for use on your letterhead.
Sign-in and security records: authentication events, two-factor enrolment status, session activity, and an access log recording activity on patient records under your account (kept for your accountability and security, and visible to you in Settings).
Subscription and usage records: your plan, billing history, and metered feature usage (used to operate fair-use allowances and to keep the service reliable).
Support and correspondence: messages you send us, feedback you submit in the app, and our replies.
Payment details: collected and held by our payment systems operator; we receive confirmation of payment and card metadata such as the last four digits, but never your card number.

Patient records, entered by their practitioner

Practitioners enter or generate: patient identity and contact details, demographic details, consultation recordings (handled as described below), transcripts, clinical notes, letters and reports, documents uploaded to the record (for example referral letters and prior records), consent records, care team details, follow-up tasks, and the history of letters sent.

Patient records routinely concern children and other vulnerable people. They are handled with the same protections as all health information in PsychDispatch, and retention decisions about them remain the treating practitioner's (see Retention below).

Correspondence recipients

When a practitioner sends a letter, we process the recipient details the practitioner enters (for example a GP's name and email address), delivery status information for the emails we send, and, for secure links, the access events needed to enforce one-time codes, expiry and download limits. We use recipient details only to deliver and track the correspondence the practitioner sends.

Information collected automatically

A strictly necessary sign-in session cookie (see Cookies below).
Standard server logs: IP address, time, and request path, kept for security monitoring and abuse prevention.
Functional device preferences stored in your browser (see Cookies below).

Our public website collects nothing about visitors beyond standard server logs, and, if you join a waiting list or contact us, the details you choose to give.

Anonymity

Because PsychDispatch is clinical software operated by identified, registered practitioners, we cannot offer anonymous or pseudonymous use of practitioner accounts. Patients do not interact with us directly; the information we hold about them is what their practitioner records.

How we use information

We collect, hold and use information only to:

provide, secure and support the service, including transcription, AI drafting, verification, record-keeping and correspondence features;
operate accounts, subscriptions, billing, and fair-use allowances;
communicate service, security and billing matters;
monitor for and investigate misuse, abuse and security incidents;
comply with our legal obligations; and
improve the reliability of the service using operational and usage metrics that contain no patient information.

We do not use patient records for any secondary purpose. We do not sell personal information of any kind. We do not use information gathered through the service for advertising.

Government and professional identifiers

Provider and prescriber numbers stored by a practitioner are held only so they can appear on that practitioner's own documents. We do not use government-related identifiers to identify individuals in our systems.

How consultation audio is handled

Audio is recorded only after the practitioner confirms patient consent through the in-app consent step. A printable patient information and consent form is provided in the app, and consent can be declined or withdrawn at any time, in which case AI documentation is disabled for that patient.
Audio streams directly from the practitioner's browser to our medical transcription provider's Australian service. It does not pass through or rest on our servers.
Every transcription request opts out of the provider's data retention and model improvement programmes: audio is used only to produce the transcript and is not retained by the provider once transcription is complete.
A temporary copy of the audio is held on the practitioner's own device during the session as a safeguard against connection loss, and is deleted once the transcript is complete.

How AI processing works

Before consultation content is sent to an AI provider for drafting notes and letters, identifying details (names, dates of birth, email addresses, web addresses, phone numbers and similar identifiers) are removed or replaced by our de-identification pipeline.
One exception, stated plainly: when a practitioner uploads a document file (for example a PDF of prior records), the file is sent to our AI provider for text extraction as uploaded, before de-identification can be applied to its contents. Practitioners should upload only what is needed.
All AI-generated content is presented to the practitioner for review and approval before use. PsychDispatch does not make clinical decisions.
Our AI providers process data under contractual terms that prohibit the use of that data to train their models.

Where information lives, and who processes it

Clinical records are stored on secure cloud infrastructure located in Australia, and the core of the service (application hosting, transcription, PDF conversion and email delivery) runs on Australian infrastructure.

Like all modern software, PsychDispatch is built on trusted third-party service providers, each engaged under robust data processing terms consistent with this policy. They include our cloud infrastructure and hosting providers, our medical transcription provider, our AI providers, our email delivery provider, and our payment systems operator (which handles practitioner billing details only and never receives patient information). A current list of our service providers is available on request.

Some AI processing is performed by providers whose servers are located overseas, including in the United States. That processing is limited to the de-identified text and uploaded documents described above, is transient, and is governed by agreements that prohibit any other use of the data, including AI model training. Clinical records at rest do not leave Australia.

When we disclose information

We disclose personal information only:

to the service providers above, to provide the service;
to recipients the practitioner chooses, when they send correspondence;
where required or authorised by law, including to courts, regulators and law enforcement, in which case we will tell the affected practitioner unless the law prevents it; and
as part of a sale or restructure of our business, in which case the recipient will be bound by obligations at least as protective as this policy, and account holders will be notified.

We never disclose patient records for marketing, research, or any purpose other than providing the service, unless the treating practitioner directs it or the law requires it.

Security

Measures in place include: encryption in transit (TLS) and at rest; a strictly enforced browser content security policy; two-factor authentication available to every account and strongly recommended at sign-up; automatic sign-out after inactivity and a daily re-authentication requirement; a tamper-evident access log of patient-record activity; locked-down service-to-service authentication for our infrastructure; and rate limiting. Letters sent by secure link are protected by one-time codes, expiry dates and download limits chosen by the practitioner.

Security is shared: practitioners are responsible for the security of their own devices, browsers and staff, for keeping credentials private, and for their own settings (including two-factor authentication and the automatic sign-out interval).

Retention and deletion

Records are retained while the practitioner's account is active.
Practitioners can export their complete records at any time as a standard-format archive (spreadsheet files plus a machine-readable copy).
Practitioners can permanently erase an individual patient's records, or their entire account. Erasure is immediate, complete and irreversible on our live systems, and each erasure requires a recorded acknowledgement that the practitioner has satisfied their own records-retention obligations (Australian law generally requires health records to be kept for at least 7 years after the last entry, or until age 25 for patients who were under 18, with requirements varying by state and territory).
Residual copies of erased data may persist briefly in encrypted backups kept for disaster recovery, and are overwritten in the ordinary backup cycle. Backups are never used to restore data a practitioner has deliberately erased, except as part of recovering the service itself from a failure.
Consultation audio is never retained: not by us (it does not touch our servers), and not by our transcription provider after processing.
Server logs and security records are kept only as long as needed for security monitoring.
Deleting an account also removes the account holder's own information, except records we must keep to meet legal obligations (for example tax records of payments) and the append-only acknowledgement records that evidence consents and erasure confirmations.

Cookies and local storage

The application sets exactly one kind of cookie: the strictly necessary sign-in session cookie. We use no advertising cookies, no analytics trackers, and no third-party tracking of any kind - our browser security policy structurally prevents the application from communicating with advertising or analytics services. Your browser's local storage holds only functional preferences (for example collapsed panels, your chosen microphone, your automatic sign-out setting) and, during a recording, the temporary on-device audio safeguard described above.

Direct marketing

We send transactional and service emails (confirmations, security, delivery notifications, billing). If we ever send product news, every such email will include a working unsubscribe, and opting out never affects service emails you need. We never use patient information for marketing of any kind, and we do not sell contact details.

Access, correction and complaints

Practitioners can access and correct their account information in the app, export all records they hold, and contact us at support@psychdispatch.com.au for anything the app does not surface. We respond to access and correction requests within 30 days and do not charge for them.

Patients seeking access to or correction of their clinical records should contact their treating practitioner, who is the custodian of those records; we support practitioners in meeting those requests (including full export). If a patient contacts us directly, we will refer them to their practitioner and tell the practitioner, unless it would be inappropriate to do so.

Complaints about privacy can be sent to support@psychdispatch.com.au. We will acknowledge a complaint promptly, investigate, and respond within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992, GPO Box 5288 Sydney NSW 2001.

Data breaches

We comply with the Notifiable Data Breaches scheme. If a data breach occurs that is likely to result in serious harm, we will contain and assess it promptly, notify affected practitioners and the OAIC as the scheme requires, and support practitioners in any notification obligations they hold toward their patients.

Changes to this policy

We will post changes here with a new version number and date, and notify account holders of material changes by email or in the app.

Contact

PsychDispatch Pty Ltd support@psychdispatch.com.au