Who We Are

Ask Avi (“Askavi”, “we”, “us”, “our”) is an AI-assisted care navigation and referral platform operated by Ask Avi (ABN 96 371 672 568). We connect individuals seeking health, wellness, and legal support with appropriate registered providers across Australia.

This Privacy Policy applies to all users of the Askavi platform, including individuals seeking support (“seekers”), proxy users, and registered providers.

What Information We Collect

We may collect the following types of information:

Information you provide directly:

• Name, email address, phone number, and contact details
• Location information (suburb, postcode, or region)
• Details about the type of support you are seeking
• Health-related information you choose to share during your interaction with our AI assistant
• Provider registration details (practice name, specialty, AHPRA registration, billing information)

Information collected automatically:

• Device and browser information
• IP address and approximate location
• Pages visited and interaction data
• Referral source (e.g. how you found Askavi)

Health information: When you interact with our AI assistant, you may share sensitive health information. This information is used solely to match you with appropriate providers and is handled in accordance with the Health Records Act 2001 (Vic) and Australian Privacy Principle 3.

How We Collect Information

We collect information through:

• Your interactions with the Askavi AI assistant (web, SMS, WhatsApp, voice, or QR channels)
• Forms you complete (e.g. provider registration)
• Automatic collection through cookies and similar technologies
• Third-party services that help us operate the platform (e.g. analytics, hosting)

How We Use Your Information

We use your information to:

• Provide care navigation and referral services
• Match you with appropriate providers based on your needs and preferences
• Communicate with you about referrals, appointments, and follow-ups
• Improve our AI assistant and service quality
• Generate aggregated, anonymised insights about service demand and provider coverage
• Comply with legal obligations

We do not use your personal information for targeted advertising or sell your data to third parties.

How We Share Your Information

We may share your information with:

• Providers — when we make a referral on your behalf, we share the information necessary for the provider to deliver their services (e.g. name, contact details, reason for referral, relevant health information)
• Service providers — third parties that help us operate the platform (e.g. cloud hosting, email delivery, analytics), bound by confidentiality obligations
• Legal authorities — when required by law, court order, or to protect the safety of individuals

We will not share your information with providers without your explicit consent, except where required to respond to an immediate safety concern.

Data Storage and Security

Your information is stored on secure servers located in Australia. We implement industry-standard security measures including encryption in transit (TLS) and at rest, access controls, and regular security audits.

We retain your information for as long as necessary to provide our services and comply with legal obligations. When your information is no longer needed, we take reasonable steps to destroy or de-identify it.

In the event of a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

Your Rights

Under Australian Privacy Law, you have the right to:

• Access — request a copy of the personal information we hold about you
• Correction — request correction of inaccurate or incomplete information
• Deletion — request deletion of your personal information (subject to legal obligations)
• Complaint — lodge a complaint with the Office of the Australian Information Commissioner if you believe your privacy has been breached

To exercise any of these rights, contact us at privacy@askavi.com.au. We will respond to your request within 30 days.

Cookies and Tracking

We use essential cookies to:

• Maintain your session and remember your preferences
• Ensure the platform functions correctly
• Protect against fraud and unauthorised access

We use analytics cookies (with your consent where required) to understand how the platform is used and improve our service. You can manage cookie preferences through your browser settings.

Children's Privacy

Askavi is available to users aged 15 and over. For users under 15, we require the involvement of a parent or guardian. We do not knowingly collect personal information from children under 15 without parental or guardian consent.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify registered users of material changes by email or in-platform notification at least 14 days before the change takes effect. The version date at the top of this page indicates when it was last updated.

Contact Us

If you have questions about this Privacy Policy or how we handle your information:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.