Legal Information

Information We Collect

Care Plans collects only the information necessary to provide our monitoring services, including:

• Carer contact information (name, address, phone, email, relationship to client)
• Client information (name, gender, date of birth)
• Medical information relevant to monitoring (conditions, medications, healthcare providers)
• Call recordings and AI analysis data for quality assurance
• Service usage data and system logs

How We Use Your Information

• Providing scheduled monitoring calls and health assessments
• Analysing client responses using AI for health insights
• Contacting carers and healthcare providers when necessary
• Improving our services and monitoring protocols
• Complying with legal and regulatory requirements

Information Sharing

We do not sell, trade, or share your personal information with third parties except:

• With designated carers and healthcare providers as authorized
• With emergency services when client safety is at risk
• As required by law or legal process
• With service providers bound by confidentiality agreements

Service Description

Care Plans provides automated client monitoring through scheduled AI-powered phone calls using emotional analysis technology to assess client well-being during recovery periods. All monitoring calls are conducted by artificial intelligence systems. Our service supplements carer support but does not replace professional medical care or human carers.

AI Technology Disclosure

Large Language Models (LLMs) and Continuous Improvement

Care Plans utilises multiple Large Language Models (LLMs) and AI technologies to provide the most empathetic and effective monitoring experience. Our system:

• Employs various state-of-the-art LLMs that are continuously updated and improved by their providers
• Regularly trials and evaluates new AI models to identify the most empathetic and accurate solutions
• Adapts to technological advances to enhance client interaction quality and health assessment accuracy
• May switch between different AI models to optimise performance for specific client needs

Notice: As we implement improved AI technologies, the nature of client interactions may evolve. Users will be notified of significant changes to our AI systems that may affect service delivery.

User Responsibilities

• Provide accurate and complete information during registration
• Ensure client consent for monitoring services
• Maintain current contact information and emergency contacts
• Respond promptly to communications
• Understand that our service supplements, not replaces, medical care

Service Limitations

• Not intended for acute medical emergencies - call 000 immediately
• AI analysis provides insights but not medical diagnoses
• Service availability subject to technical limitations
• Requires client cooperation for effective monitoring

Liability and Disclaimers

Client Consent Requirements

By using Care Plans services, you confirm that:

• The client has provided informed consent for monitoring services
• You are authorized to make healthcare decisions for the client (if applicable)
• You understand the scope and limitations of our services
• You consent to the collection and use of information as described

Withdrawal of Consent

Clients or their authorized representatives may withdraw consent at any time by contacting our support team. Upon withdrawal, we will cease monitoring services and securely delete personal information as required by law, except where retention is legally required.

Data Retention Periods

• Call recordings: Retained for 7 years for quality assurance and legal compliance
• Client health data: Retained for duration of service plus 7 years
• Contact information: Retained until account deletion or consent withdrawal
• System logs: Retained for 3 years for security and performance monitoring

Data Portability Rights

Upon request, users can receive a copy of their data in a structured, commonly used format. Data export requests will be processed within 30 days.

Third-Party Data Processors

We work with carefully vetted service providers including cloud storage providers, communication services, and AI processing platforms. All processors are bound by strict confidentiality agreements and data protection requirements.

Termination by User

Users may terminate services at any time with 30 days written notice. Upon termination:

• Monitoring calls will cease immediately upon notice
• Data will be securely deleted within 60 days, except where legally required to retain
• Refunds may be provided for prepaid unused services at our discretion
• Emergency contacts will be notified of service cessation

Termination by Care Plans

We may terminate services with 30 days notice for breach of terms, non-payment, or if we determine services are no longer suitable for the client's needs.

Emergency Termination

In cases of immediate safety concerns, technical failures, or legal requirements, services may be terminated immediately with subsequent notification.

Governing Law

These terms are governed by the laws of Australia. Any legal disputes will be subject to the jurisdiction of Australian courts.

Dispute Resolution Process

1. Initial contact with our support team to resolve issues informally
2. Formal complaint process with our Privacy Officer if unresolved
3. Mediation through an accredited dispute resolution service
4. Arbitration or court proceedings as a last resort

Force Majeure

Care Plans is not liable for service interruptions caused by events beyond our reasonable control, including natural disasters, government actions, network failures, cyberattacks, or public health emergencies.

Care Plans Technology

All AI algorithms, software, analysis methods, and proprietary technology used in our services remain the exclusive property of Care Plans. Users receive only a limited licence to use our services and may not reverse engineer, copy, or redistribute our technology.

User Data Rights

Users retain ownership of their personal and health data. Care Plans receives only the necessary rights to process this data for service provision as outlined in these terms.

AI-Generated Insights

Analysis results and health insights generated by our AI remain the property of Care Plans, though users have rights to access and use these insights for their own healthcare purposes.