Privacy Policy
1. Introduction
This Privacy Policy explains how Arcline Ai Solutions (ABN 95 367 290 469) (“Arcline”, “we”, “us” or “our”) collects, holds, uses, discloses and protects personal information.
Arcline provides artificial intelligence, automation and communication solutions for health clinics in Australia. This includes AI receptionist services that may answer calls, identify callers, assist with appointment bookings, rescheduling, cancellations, confirmations and related administrative workflows on behalf of health clinics.
Arcline takes privacy seriously because the services we provide may involve personal information and health-related information about patients, callers, clinic staff and other individuals.
This Privacy Policy is intended to describe our privacy practices in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable Australian privacy and data protection requirements.
2. Our role
Arcline provides services to health clinics. In most cases, Arcline acts on behalf of the relevant clinic and provides technology, communication, automation and support services to that clinic.
The clinic remains responsible for its relationship with its patients, clients and callers, including the provision of health services and the maintenance of clinical records. Arcline does not provide clinical services, clinical diagnosis, treatment advice or emergency medical advice.
Where Arcline handles personal information in connection with a clinic's use of our services, we generally do so for the purpose of providing services to that clinic and supporting the clinic's administrative workflows.
If you are a patient or caller and you have questions about your health care, your appointment, your clinical record or information held in the clinic's practice management system, you should contact the relevant clinic directly.
3. The kinds of personal information we may collect or process
The personal information we collect or process depends on how our services are used by a clinic and what information is provided by callers, patients, clinic staff, integrated systems or service providers. We may collect or process information including:
- name, phone number, email address, date of birth, address, age, gender;
- appointment date, time, type and location;
- clinic location and preferred practitioner;
- booking, cancellation, rescheduling and confirmation details;
- injury, body area, symptom or appointment reason volunteered by a caller;
- referral, funding pathway or claim-related information (workers compensation, motor vehicle accident, DVA, Medicare, etc.);
- claim numbers, insurer details, employer details or other administrative information;
- information about minors where a parent or guardian contacts a clinic;
- call recordings, call transcripts, AI-generated call summaries;
- operational notes relating to a call or booking request;
- practice management system identifiers;
- technical logs, integration logs, error logs and audit records;
- website enquiry information submitted through forms; and
- marketing and communication preferences.
Some of this information may be sensitive information under the Privacy Act, including health information. We only collect or process sensitive information where reasonably necessary, authorised by the relevant clinic, provided by the individual, or required by law.
4. How we collect personal information
We may collect personal information:
- when a caller speaks with an AI receptionist or Arcline-powered service;
- when a clinic provides information to us;
- through authorised integrations with a clinic's practice management system (including PracSuite);
- when clinic staff configure or use our services;
- through call transcripts, summaries, booking logs or operational records our systems generate;
- when a person contacts Arcline directly; and
- through website analytics, security technologies and technical logs.
5. AI receptionist disclosure and call recording
Where Arcline's AI receptionist answers a call on behalf of a clinic, the caller may be informed that they are speaking with an AI receptionist. A typical call disclosure may include wording such as:
“Hi, this is Ana, an AI receptionist from [Clinic Name]. This call may be recorded and transcribed to help manage your appointment and improve service quality.”
Calls handled by Arcline's AI receptionist may be recorded and transcribed. Recordings, transcripts and AI-generated summaries may be used to provide the service, manage appointment workflows, troubleshoot issues, monitor quality and improve Arcline's services.
6. Purposes for which we collect, hold, use and disclose personal information
We may collect, hold, use and disclose personal information for purposes including:
- providing AI receptionist, automation, call handling and communication services;
- assisting with appointment booking, rescheduling, cancellation and confirmation;
- routing callers to the appropriate clinic, practitioner or human staff member;
- operating, maintaining, troubleshooting and improving our services;
- managing our relationship with clinic customers;
- responding to enquiries, complaints and access requests;
- complying with legal, regulatory and contractual obligations; and
- marketing Arcline's services to clinics, subject to unsubscribe rights.
We do not sell personal information.
7. Information about health clinics, clinic staff and business contacts
We may collect personal information about clinic owners, clinic staff, practitioners, contractors, suppliers, business contacts and prospective customers. This may include names, roles, contact details, system configuration details, communications, service usage information and billing information.
We use this information to manage customer relationships, provide and support our services, issue invoices, conduct marketing, manage contracts and operate our business.
8. Website enquiries, analytics and marketing
If you use our website or contact us through a form, we may collect your name, email address, phone number, clinic name, role and enquiry details.
With your permission, we use Meta Pixel to measure page visits and successful discovery-call booking submissions, and to assess advertising effectiveness. When the Pixel runs, Meta may receive page URLs and browser or device information. Our event calls do not include booking form values or clinic details. The Pixel stays off unless you choose to allow it. You can change your choice at any time using Meta Pixel preferences in the website footer. See Meta's Privacy Policy.
We may also use other website analytics to understand website usage, improve our website and assess marketing effectiveness.
We may send marketing communications where permitted by law. You may unsubscribe using the unsubscribe link or by contacting us at contact@arcline.solutions.
9. AI, automation and service improvement
We may review calls, transcripts, summaries and logs to monitor quality, improve workflows, detect errors and enhance the performance of Arcline's services.
Where practicable, we use de-identified, aggregated or anonymised information for product improvement, analytics and testing. Arcline does not authorise third-party AI providers to use identifiable patient or caller personal information to train their own general models.
10. Disclosure of personal information
We may disclose personal information to:
- the clinic on whose behalf we provide services;
- the clinic's authorised practice management system (including PracSuite);
- telephony, AI voice and transcription providers;
- cloud hosting, database and infrastructure providers;
- contractors and support personnel who assist us;
- professional advisers; and
- regulators or courts where required or authorised by law.
We do not share patient or caller information between clinics unless authorised or required by law.
11. Third-party service providers and subprocessors
Arcline uses third-party service providers including:
- Retell AI — AI voice, call handling, call recordings and transcripts;
- Twilio — telephony and communications infrastructure;
- Make — automation and workflow orchestration;
- PracSuite — practice management system integration;
- OpenAI — AI-related processing;
- Supabase — database, storage, logging and application infrastructure; and
- other providers supporting hosting, monitoring, analytics, security and business operations.
For a full list of our subprocessors, see our Subprocessors & Data Processing page.
12. Overseas disclosure and overseas processing
Some of Arcline's service providers may process, store or access personal information from outside Australia, including the United States and European Union. Where personal information is disclosed to overseas recipients, we take steps that are reasonable in the circumstances to protect the information.
13. Data storage and retention
Arcline currently retains call recordings, transcripts, AI-generated summaries, logs and error records for up to six months unless a longer or shorter period is required by law, contract or legitimate operational purposes.
We take reasonable steps to destroy or de-identify personal information when it is no longer required.
14. Security of personal information
Our security measures include multi-factor authentication, role-based access controls, system logging and audit records, access revocation processes, encryption and secure transmission, and incident response procedures. No method of transmission or storage is completely secure, but we work to maintain appropriate safeguards.
15. Access to personal information
Because Arcline usually acts on behalf of the relevant clinic, patients and callers should generally contact the clinic directly for access to their records. Clinic customers and business contacts may contact Arcline directly about personal information held in our own business records.
16. Correction of personal information
If a patient or caller believes their information is inaccurate, they should contact the relevant clinic. If a clinic customer wishes to correct personal information held by Arcline in our own records, they may contact us at contact@arcline.solutions.
17. Complaints and privacy enquiries
If you have a privacy question, concern or complaint, contact us at contact@arcline.solutions. We will respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.
18. Notifiable Data Breaches
Arcline maintains a data breach response process. If Arcline becomes aware of a suspected or actual data breach involving personal information, we will take steps to assess, contain and respond to the incident. Where required by law, Arcline will notify affected parties.
19. Children's information
Arcline's services may process information about children where a parent, guardian or authorised person contacts a clinic to arrange an appointment. We handle children's information in the same privacy-protective manner as adult personal information.
20. Anonymity and pseudonymity
Where lawful and practicable, individuals may choose not to identify themselves when dealing with Arcline. However, it may not be practicable to assist with an appointment request unless sufficient identifying information is provided.
21. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The updated version will be published on our website with the updated date.
22. Contact us
For privacy enquiries, complaints, access or correction requests relating to Arcline's own records, contact:
Arcline Ai Solutions
ABN: 95 367 290 469
Email: contact@arcline.solutions
Website: arcline.solutions