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Healthengine AI Receptionist Service – Acceptable Use Policy

 

Vertical: GP
PMS Eligible: BP, Pracsoft

Effective Date: Monday 04/08/2025
Last Updated: Monday 04/08/2025

This Acceptable Use Policy ("Policy") sets forth the acceptable and unacceptable uses of the Healthengine AI Receptionist service ("Service"). This Policy is incorporated into and forms part of the Agreement between you ("Practice Customer", "you") and Healthengine Limited ("Healthengine", "we", "us"). By using the Service, you agree to comply with this Policy and to ensure that your employees, contractors, and agents do the same.

 

1. Purpose

The Healthengine AI Receptionist is designed to help healthcare clinics and professionals manage incoming phone calls, appointment scheduling, and patient enquiries using automated voice and AI technologies. It is intended for lawful, professional use only and must be used in accordance with applicable laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

 

2. What are the permitted uses of the service?

You may use the Service only to support the lawful operation of your healthcare business. Permitted uses include:

  • Receiving and routing patient calls
  • Booking, rescheduling, or cancelling appointments (via integrated practice management software systems e.g. Best Practice, Pracsoft)
  • Answering general enquiries based on content and instructions you provide
  • Sending notifications or call summaries to staff or patients (where lawful and consented)

 

3. Prohibited Uses

You must not use the Service (or allow others to use it) in ways that:

  • Violate any applicable law or regulation, including health privacy laws, telecommunications laws, or consumer protection laws
  • Involve providing or attempting to provide medical advice, clinical decision-making, or emergency triage
  • Involve sensitive personal health information without appropriate patient consent
  • Attempt to reverse-engineer, decompile, or otherwise interfere with the AI model or its outputs
  • Introduce malware, viruses, or other harmful code into the Service or associated systems
  • Use the Service for spam, promotional calls, or unauthorised marketing
  • Misrepresent the AI as a human (where legal disclosure of AI involvement is required)
  • Involve discrimination, harassment, defamation, or transmission of unlawful content

 

4. Fair Use

To maintain quality of service for all users, we apply a Fair Use Policy to call volumes. As of the Effective Date:

  • The monthly call handling limit  applicable to your use of the service is specified in your Service Agreement with us
  • Exceeding this limit may require you to upgrade to a higher-tier plan
  • You must not resell or share the Service across unrelated businesses without prior written consent

HE reserves the right to monitor usage and take appropriate action (including suspension) where usage materially exceeds typical levels or impacts system integrity.

 

5. What are your patient consent and disclosure obligations?

You are solely responsible for:

  • Ensuring that patients are informed that their calls may be handled by an AI receptionist, in accordance with applicable legal and professional requirements
  • Obtaining any necessary consents for data collection, voice processing, and notifications (e.g. SMS or email)
  • Ensuring compliance with your own professional and ethical obligations when delegating call handling to an AI service

 

6. Data Handling and Privacy

  • You must comply with all applicable privacy laws when using the Service
  • HE will process any data collected in accordance with its Privacy Policy: https://healthengine.com.au/privacy
  • You must not input or instruct the AI to collect information that breaches your confidentiality obligations or exceeds the Service’s intended purpose For information on data retention periods and how to request deletion of patient data, refer to Healthengine's Privacy Policy at https://healthengine.com.au/privacy.

 

7. What are your security responsibilities?

  • You must maintain the confidentiality of access credentials to the Service
  • You must promptly notify HE of any suspected unauthorised access or misuse of the Service
  • You are responsible for implementing appropriate internal safeguards to manage outputs (e.g. call summaries or appointment logs)

 

8. Enforcement

HE may suspend or terminate access to the Service if:

  • You breach this Policy or any applicable law
  • HE reasonably suspects misuse or risk to system integrity, data privacy, or reputation
  • Usage of the Service presents a security, legal, or operational risk

HE may investigate any suspected violation and cooperate with law enforcement or regulators as required.

 

9. Changes to this Policy

We may update this Acceptable Use Policy from time to time. We will endeavour to notify you of material changes via the support portal or by email. Any changes will be effective upon posting at: https://support.healthengine.com.au/hc/en-us/articles/49465851438361-Healthengine-AI-Receptionist-Service-Acceptable-Use-Policy or as otherwise communicated to you. Continued use of the Service after any such changes constitutes your acceptance of the updated Policy.

 

10. Contact

If you have any questions about this Policy, please contact us using the details below. For urgent security or data breach concerns, please contact our Privacy Officer directly by letter or email at the contact details listed below.

Healthengine Limited
Email: support@healthengine.com.au
Letter: Privacy Officer, Healthengine Limited, PO Box 7754, Cloisters Square, WA 6850, Australia