Legal

Privacy Policy

Last updated: 7 November 2026

Important: This policy is a plain-English summary of how AspireOS handles personal and health information under the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs). Health information carries extra protection under Australian law, and we handle it accordingly. This summary is provided for transparency and is not legal advice.

1. Who we are

AspireOS is practice-management software operated by AspireOS Pty Ltd (ACN 700 311 780) (“we”, “us”, “AspireOS”). We are an APP entity and are bound by the Australian Privacy Act 1988 (Cth) and, where applicable, state health-records legislation (for example the Health Records Act 2001 (Vic) or the Health Records and Information Privacy Act 2002 (NSW)).

When your practice uses AspireOS to manage its patients, your practice is the entity that decides how patient information is handled and is responsible for its own privacy obligations to its patients. AspireOS processes that information on your practice’s behalf and protects it as described below.

2. What information we collect

  • Account & practice details — names, emails, roles, practice name and contact details.
  • Patient personal information — names, dates of birth, contact details, addresses, funding details (NDIS, Medicare, DVA, etc.), and appointment history that your team enters.
  • Health information — clinical notes, assessments, treatment plans, incidents and related records (see section 3).
  • Payment information — the card or bank account for an AspireOS subscription is entered on our payment providers’ own secure pages (direct debit or card), and patient card payments go through the practice’s own connected payment account. We do not store full card numbers.
  • Usage & technical data — log data, device/browser information and audit records needed to run and secure the service.

3. Health information (sensitive information)

Health information is “sensitive information” and receives higher protection under the Privacy Act. We only collect it where your practice has a lawful basis and, where required, the patient’s consent. Your practitioners are responsible for obtaining appropriate consent from patients for the collection and use of their health information. AspireOS supports this with features such as explicit, recorded consent capture before any telehealth session is recorded, and full audit trails of what was collected, by whom and when.

Session recordings

  • Consent first. A practitioner can record a session in AspireOS only after the patient’s consent is recorded on the visit. If consent is withdrawn, recording stops and nothing from that recording is kept.
  • Stored in Australia, encrypted. Recordings are stored with the patient’s record in AspireOS’s database in Sydney (or in the practice’s own connected storage, if it has chosen one), and are encrypted (AES-256) before they are stored.
  • Draft notes. When a practitioner chooses to turn a recording into a note, it is transcribed on AspireOS’s own server in Sydney, and AspireAi then structures the transcript into a draft progress note (see section 5). The transcript is kept with the visit. The draft is never signed automatically; the practitioner reviews and corrects it first.
  • Retention and deletion. Recordings and transcripts are kept under the practice’s own record-keeping rules (see section 11). A patient can ask their practice to delete a recording, and the practice can delete it, with its transcript, from the visit.

4. How we use information

  • To provide the service — scheduling, records, invoicing, communications, the patient portal and related features.
  • To secure the service, prevent misuse and maintain audit trails.
  • To provide support and to communicate about the service.
  • To meet legal obligations.

We do not sell personal information, and we do not use patient health information for advertising.

Automated decisions

AspireOS uses computer programs to help a practice with its work. A person at the practice makes the decisions that matter to patients and staff:

  • AspireAi drafts notes, letters and answers, and proposes changes. Nothing it prepares is saved to a record, sent or billed until a person at the practice reviews and confirms it.
  • A late-cancellation or missed-visit fee, when a practice uses one, is prepared as a draft for the practice to send or drop.
  • Incident reports are sorted into urgency bands that set review dates for the practice’s team; a person decides what happens next.
  • Reminders, confirmations and payment follow-ups go out automatically on the rules the practice sets, and each one can be switched off in Settings.
  • A practice that is not on a paid subscription, and has had no activity for 60 days, may be paused after an email warning to its owners. Anyone on the practice can reactivate it straight away by signing in, and nothing is deleted (Terms of Service section 18).

To ask about any of these, contact us at admin@aspireos.io.

5. Disclosure & third-party providers

We disclose information only as needed to run the service, to the service providers that help us run it, and where required by law. The services AspireOS uses to run the platform store and process information in Australia:

  • Hosting & database — Contabo Australia Pty Ltd, Sydney.
  • Backups — encrypted backup storage in Sydney, used only to restore the service.
  • Development & operations — OptiTide builds, runs and supports the platform for us, including its backups. OptiTide staff reach practice data only to run, secure or support the service.
  • AspireAi (AspireOS’s AI service) — runs on OptiTide’s custom AI, hosted in Sydney. When someone in your practice asks AspireAi for something (an answer, a drafted note or letter, reading an uploaded invoice), the information that request needs is sent to it to answer the request. Voice recordings are transcribed on AspireOS’s own server in Sydney.
  • Text messages — sent and received through AspireOS’s own account with an Australian SMS carrier, on numbers we issue to the practice.
  • Email delivery — the email service that sends reminders, invoices and notices for the practice.
  • Maps & travel times — addresses are looked up to suggest suburbs and to work out travel time for home visits.
  • AspireOS subscription payments — a direct-debit provider and a card provider collect the practice’s own AspireOS subscription.

A practice can also choose to connect services with its own account. Each one receives only what it needs, and handles it under that provider’s own terms, which the practice accepts when it connects it:

  • Patient payments — Stripe and/or Tyro Health (card processing).
  • Health-fund / Medicare claiming — Tyro Health or HICAPS.
  • Accounting, payroll & bank feeds — when an owner connects them (for example Xero, where invoices go out and payments come back).
  • Calendars — a practitioner’s own Google or Outlook calendar (see section 6 for Google).
  • Document storage — the practice’s own Google Drive or other connected storage.
  • Mailchimp (optional email marketing) — when an owner or admin connects the practice’s own Mailchimp account and chooses an audience. Only patients who have given the practice marketing consent are sent, and only their first name, last name, email address and tags for their clinic location, practitioner, whether they are active or lapsed, and the practice’s discipline. No clinical information, date of birth, phone number or address is sent. Anyone who withdraws consent, is recorded as deceased or has no email is not sent and is taken out. When someone unsubscribes in Mailchimp, or Mailchimp finds their address cannot be delivered to, AspireOS turns marketing off for them. Disconnecting stops the sync; people already in the audience stay in the practice’s Mailchimp account, which the practice controls.

Dictation. When you talk to AspireAi by voice, the app records the audio and it is transcribed on AspireOS’s own servers in Australia (Sydney). Typing by voice with the microphone button in a note or in the AspireAi message box uses your web browser’s own speech-to-text feature, under your browser’s settings; AspireOS receives only the text. Session recordings are transcribed on AspireOS’s own server in Sydney (section 3).

No training on patient data

Patient data is never used to train AI models, ours or anyone else’s. AspireAi uses it only to answer the request in front of it.

  • AspireOS does not build, train or fine-tune AI models, and does not use patient data to improve AspireAi.
  • OptiTide’s terms exclude what we send from training its models, and each request is deleted within 30 days, unless the request is flagged for a misuse review or the law requires it to be kept longer.
  • OptiTide records the size and cost of each AspireAi request for billing, never its content.
  • What AspireAi drafts for you is kept in your practice’s records, under the same protections as everything else there.

6. Information from Google services

AspireOS lets a practice connect some Google services. This section explains what AspireOS does with the information it receives from them (“Google user data”).

What we access, and why

  • Google Ads, when a practice owner or admin connects it. We access the names and IDs of the Google Ads accounts they can see, and daily totals for the account they choose: cost, clicks, impressions and conversions. We use them to show the practice’s ad spend, cost per new patient and ad results on the Marketing & Growth screen and the Dashboard. We never create, change or pause campaigns, budgets or ads.
  • Google Analytics, when a practice owner or admin connects it. We access the names and IDs of the Analytics properties they can see, and daily totals for the property they choose: sessions, users, new users, key events and sessions by channel. We use them to show website visits, and where visitors came from, on the Marketing & Growth screen. We only read this information.
  • Google Calendar, when a practitioner connects their own calendar. We add, update and delete events on that practitioner’s own Google Calendar. We use this to put the visits they’re booked for into their calendar, and to update or remove those events when a visit is moved or cancelled. We also read the start and end time and the title of the other events on that calendar, never their description, location or guests, so the AspireOS calendar can show the practice’s staff when they are unavailable. An event they mark private shows only as busy, without its title.
  • Google Drive, when a practice connects it for document storage. We can see and manage only the files AspireOS itself creates in that Drive; we cannot see any other file. We use this to save documents the practice generates (patient-file uploads and generated letters and forms) into its own Drive, and to open or remove those files later. We never make them public.
  • For each of these, we also receive the email address of the Google account that was connected, so the practice can see which account is linked.

How we store and protect it

  • Google user data is stored in AspireOS’s database in Sydney, Australia, and is sent only over encrypted connections (HTTPS).
  • The access keys Google gives us for Google Ads, Google Analytics, Google Calendar and Google Drive are encrypted before they are stored.
  • Access keys are never sent to anyone’s browser, and they’re removed from every data export.
  • Only the practice’s owners and admins can see Google Ads and Google Analytics figures.
  • A practitioner’s connected Google account is visible only to that practitioner and the practice’s owners and admins.

How long we keep it

  • Daily Google Ads and Google Analytics figures are kept for 200 days. Older days are deleted automatically.
  • A connection is kept until it is disconnected.
  • Backups are kept for up to 12 months and are used only to restore the service.

How to disconnect and delete it

  • An owner or admin can disconnect Google Ads or Google Analytics at any time in Settings → Integrations & data. This deletes the access key and all figures from that service straight away.
  • A practitioner can disconnect their own Google Calendar in the same place. This deletes the access keys. Events already added stay in their calendar, for them to keep or delete.
  • An owner or admin can disconnect Google Drive in the same place. This deletes the access keys. Files already saved stay in the practice’s Drive.
  • You can also remove AspireOS’s access at any time from your Google Account at myaccount.google.com/connections, or email admin@aspireos.io to ask us to delete your Google user data.

Sharing

  • We do not sell Google user data.
  • We do not use it for advertising (including retargeting or personalised ads), credit checks or lending.
  • We share it only:
    • with AspireAi, only when an owner or admin asks AspireAi about their marketing. The totals on screen (not personal details) are then sent to AspireOS’s AI service, hosted in Sydney, to write the answer;
    • to investigate security problems; or
    • where the law requires it.
  • AspireOS staff look at a practice’s Google user data only when the practice asks us for help, for security reasons, or where the law requires it.

No AI training

Neither AspireOS nor its AI service uses Google user data, or anything derived from it, to develop, train or improve artificial-intelligence or machine-learning models.

Google’s policies

AspireOS’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. The use of information received from Google Workspace APIs, including Google Calendar, will adhere to the Google Workspace API User Data and Developer Policy, including the Limited Use requirements.

7. Where information is stored (APP 8)

AspireOS stores the personal and health information it holds in Australia. Our database, the files uploaded to AspireOS and our backups are all kept in Sydney. Some features use the specialist services listed in section 5, which receive only the information that feature needs to work. A service a practice connects with its own account handles what is sent to it under that provider’s own terms. You can contact us at admin@aspireos.io to confirm which services apply to your account.

8. Security & storage

We protect information with encryption in transit (HTTPS/TLS), per-practice data isolation, role-based access controls, audit logging and least-privilege administration. These secrets are encrypted one by one with AES-256 before they are stored: bank-feed logins, tax file numbers and bank details, two-factor secrets, email passwords, the platform’s own API keys, and the access keys for connected calendars and Google accounts. Session recordings are encrypted (AES-256) before they are stored, and backups are encrypted. The practice database, including uploaded files, and the backups kept on its server are stored on an encrypted volume (AES-256). See our Security & Compliance page for details. No system is perfectly secure, but we take reasonable steps proportionate to the sensitivity of the data.

9. Data breaches

We maintain a data-breach response process. If an eligible data breach occurs that is likely to result in serious harm, we will comply with the Notifiable Data Breaches (NDB) scheme, including notifying the Office of the Australian Information Commissioner (OAIC) and affected individuals as required, and will support your practice in meeting its own obligations.

10. Access, correction & your rights (APP 12 & 13)

Individuals can request access to, and correction of, their personal information. Patients should contact the practice that treats them. For account holders, contact us at admin@aspireos.io. We will respond within a reasonable time and may need to verify identity first.

11. Retention & deletion

We keep information for as long as needed to provide the service and to meet legal and professional record-keeping obligations (health records generally must be kept for a minimum period set by law — often 7 years for adults, and until age 25 for children, though this varies by state and profession). AspireOS never deletes a practice’s records automatically, so the practice keeps them for as long as it needs to, and a practice can export its records at any time. When a practice leaves AspireOS, it has at least 90 days to export its data, and we email the owner at least 30 days before we delete it (Terms of Service section 19). Backup copies are then removed as they reach the end of their retention period.

12. Complaints & contact

To make a privacy complaint, contact us first at admin@aspireos.io. We will acknowledge your complaint and respond within a reasonable time. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

13. Cookies & similar technologies

Inside the AspireOS app, the patient portal, payment pages and intake forms, we use only strictly necessary cookies and similar technologies: to keep you signed in, secure the service and remember preferences. On our public website we also use Google Analytics cookies, described below. We do not use advertising cookies, and we do not use patient health information for analytics or marketing. You can control cookies through your browser, though some features may not work without them.

Google Analytics on our public website. On aspireos.io’s public pages (the home page, product, pricing and other information pages, the blog and the sign-up page) we use Google Analytics to understand how people find and use the site: which pages are viewed, where visitors came from, and whether someone clicked “Start free”, sent an enquiry or finished signing up. Google Analytics sets its own cookies and receives your IP address and browser details; we do not send it your name, contact details or any health information. It is not loaded inside the AspireOS app, the patient portal, payment pages or intake forms. A practice’s online booking page can also carry the practice’s own Google tag, when the practice adds one, and the practice is responsible for it. You can block it in your browser’s settings or with Google’s opt-out add-on at tools.google.com/dlpage/gaoptout.

14. Children’s & third-party information

AspireOS is intended for use by practices and their authorised staff, not by patients or children directly. Where your practice enters information about a child or another individual (for example a patient, guardian or emergency contact), your practice is responsible for having the authority and any consent needed to do so. If you believe information has been provided to us without proper authority, contact us at admin@aspireos.io.

15. Changes to this policy

We may update this policy from time to time to reflect changes to the service, our providers or the law. We will post the updated policy here and change the “last updated” date above; where changes are significant we will take reasonable steps to notify you. Your continued use of the service after an update means you accept the revised policy.