1. Introduction
Lumie Dental AI ("Lumie," "we," "us," or "our"), a service operated by Explora Technologies Pty Ltd (ABN: 13 683 720 425), is committed to protecting the privacy and security of all personal information processed through our AI voice agent services. This Privacy Policy explains how we collect, use, disclose, and safeguard information when dental practices use our services to manage patient communications.
As a provider of healthcare-related technology services in Australia, we comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant state and territory health records legislation.
2. Information We Collect
2.1 Patient Information
When patients call dental practices using our service, we may process:
- Name and contact details (phone number, email address)
- Appointment preferences and scheduling information
- Basic dental concerns or reasons for appointments
- Insurance provider information (if voluntarily provided)
- Voice recordings of phone conversations
- Communication preferences
2.2 Dental Practice Information
From our dental practice clients, we collect:
- Business name, ABN, and contact information
- Staff names and contact details for authorized users
- Practice management system credentials (for integration)
- Service configuration preferences
- Billing and payment information
2.3 Technical Information
Our systems automatically collect:
- Call metadata (date, time, duration, call routing information)
- System performance metrics
- Integration logs with practice management software
- Service usage statistics
3. How We Use Information
We use collected information to:
- Answer and route patient phone calls
- Schedule, modify, and confirm dental appointments
- Provide information about dental practices to callers
- Integrate with practice management systems
- Improve our AI voice agent's performance and accuracy
- Generate analytics and reports for dental practices
- Ensure service quality and security
- Comply with legal obligations
4. Legal Basis for Processing
We process personal information based on:
- Consent: Implied consent when patients call practices using our service
- Contractual necessity: To fulfill our service agreements with dental practices
- Legal obligations: To comply with Australian healthcare and privacy laws
- Legitimate interests: To improve our services and ensure security
6. Data Security
We implement robust security measures including:
- End-to-end encryption for all voice communications
- Encryption of data at rest and in transit
- Multi-factor authentication for system access
- Regular security audits and penetration testing
- Strict access controls and role-based permissions
- Secure data centers located in Australia
- Incident response and breach notification procedures
7. Data Retention
- Call recordings: Retained for 90 days unless otherwise required by the dental practice
- Appointment information: Retained as long as necessary for the dental practice's requirements
- Technical logs: Retained for 12 months for security and performance analysis
- Dental practice account information: Retained for the duration of the service agreement plus 7 years
8. Your Rights
Under Australian privacy law, you have the right to:
- Access personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information (subject to legal requirements)
- Opt-out of certain communications
- Lodge a complaint about our privacy practices
For patients: Please contact your dental practice directly to exercise these rights, as they are the primary data controller.
For dental practices: Contact our Privacy Officer using the details below.
9. Children's Privacy
Our service is not directed to children under 16. We do not knowingly collect personal information from children except as necessary to schedule appointments when parents/guardians call on their behalf.
11. Changes to This Policy
We may update this Privacy Policy periodically. We will notify dental practices of material changes via email and update the "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
12. Complaints and Disputes
If you have concerns about our privacy practices:
- First: Contact our Privacy Officer (details below)
- If unresolved: Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
13. Contact Information
General Enquiries
Email: support@lumie.chat
Parent Company
Explora Technologies Pty Ltd
ABN: 13 683 720 425
14. Specific Provisions for Healthcare Data
As a processor of health-related information, we acknowledge that:
- Health information is sensitive information requiring higher protection
- We comply with relevant state and territory health records acts
- We maintain appropriate professional indemnity insurance
- Our staff undergo privacy and confidentiality training
- We conduct regular privacy impact assessments
15. Dental Practice Responsibilities
Dental practices using our service remain the primary data controllers and are responsible for:
- Obtaining necessary patient consents
- Maintaining their own privacy policies
- Responding to patient data requests
- Ensuring compliance with their professional obligations
16. Corporate Structure and Governance
Lumie Dental AI operates under the governance and compliance framework of Explora Technologies Pty Ltd. All privacy and data protection obligations outlined in this policy are backed by the corporate policies and procedures of our parent company, ensuring consistent and robust privacy protection across all our services.
Acknowledgment
By using Lumie Dental AI services, dental practices acknowledge they have read, understood, and agree to this Privacy Policy and will ensure their patients are appropriately informed about the use of our AI voice agent service.