Privacy policy

Effective date: 25 October 2026

Our approach

Syntropic Health builds clinical software for paediatric health practices. Children's health information deserves particular care, and we built the platform around it. Practice data stays in Australia. Each practice's records are kept separate from every other practice. Every change to a record is captured in a tamper-evident audit trail.

This policy explains what personal information we handle, why, and the choices you have. We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who we are

Syntropic Health Pty Ltd (ACN 703 272 093), trading as Syntropic Health ("we", "us"), of 162–164 Lime Avenue, Mildura VIC 3500. We operate this website and the Syntropic Health clinical platform.

Two roles: our website and your practice's platform

Our website and business. For website visitors, enquiries, newsletter subscribers and customer account holders, we decide how personal information is handled, and this policy applies in full.

The clinical platform. When a practice uses Syntropic Health, the practice is responsible for the information it records about its clients, their families and its clinicians. It decides what to collect and why, and its own privacy policy and collection notices apply. We handle that information only on the practice's behalf, to provide the service under our agreement with it. If you are a client or a parent or guardian of a client, please contact the practice first. We will support the practice to respond.

Information we collect

When you visit the website: your IP address, browser and device details, the pages you request, the time of each request and security logs.

When you book a demo or contact us: your name, work email, practice name, role and message.

When you subscribe to updates: your email address and your consent to receive them.

When you hold a platform account: your name, work email, role, sign-in and security details, and a record of the actions taken with your account.

When a practice uses the platform: the practice may record information about clients, parents and guardians and clinicians, including health information such as session notes, transcripts, assessments, screener responses, referrals and reports.

Please do not put a client's or patient's health information into a website form.

You can browse the website without telling us who you are. To book a demo or receive updates, we need your contact details.

How we use it

• To run, secure and improve the website.
• To answer enquiries and arrange demos.
• To set up, manage and secure accounts.
• To provide, support and secure the platform for the practices that use it.
• To meet our legal obligations.

We send product updates only if you asked for them. Every message has an unsubscribe link.

AI in the platform

The platform uses AI to help clinicians draft notes, reports and other documents from session transcripts and clinical records. AI proposes; the clinician reviews, edits and decides what is kept.

• In Australia. AI processing runs in Australia.
• Audio not retained. The platform keeps the transcript, not the session recording. Audio is deleted once transcription is complete.
• Not used to train models. Practice data is not used to train AI models.
• Under the practice's control. A practice chooses whether to use AI features and how.

Children and families

Our platform holds information about children because paediatric practices care for them. Children cannot sign up for the platform. Information comes from parents, guardians and clinicians through the practice. A practice may also send a young person a secure link to answer questions about themselves. The practice manages consent, including who may act for a child, and consent is recorded only from someone with authority to give it. The website is for adults and practice teams and does not knowingly collect information from children.

Who we share it with

We use a small number of trusted service providers to run our business. Our hosting, storage and email run on Amazon Web Services in Australia, and our AI processing runs in Australia. The Trust and security page lists our current subprocessors.

We also disclose information where the law requires or permits it, or where you or the responsible practice has authorised it.

We do not sell personal information. We do not use platform data for advertising.

Where your information is stored

Platform data is stored and processed in Australia, and so is the information you give us through the website. Website pages are delivered through a global content delivery network, so they load quickly wherever you are. We do not expect to disclose personal information to recipients outside Australia. If that changes, we will update this policy before it happens and tell you which countries are involved.

How we protect it

• Each practice's data is isolated from every other practice.
• Every change to a record is captured in a tamper-evident audit trail.
• Staff sign in with multi-factor authentication or passkeys.
• Data is encrypted in transit and at rest, with encrypted backups kept in Australia.
• Access is limited to the people who need it.

No online service can promise perfect security. If a data breach is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires. When the breach involves a practice's records, we will tell the practice as soon as practicable so it can meet its own obligations under the scheme.

How long we keep it

We keep personal information only as long as we need it for its purpose or as the law requires.

• Website enquiries and demo requests: while we are in contact with you about them.
• Newsletter subscriptions: until you unsubscribe.
• Website security logs: for as long as we need them to protect the website.
• Platform records: for the term of the practice's agreement and any period it must keep records by law. In some states and territories, a child's health record must be kept until the child turns 25. On request, we promptly provide a practice with a full export of its data, including when it leaves.

When we no longer need information, we delete or de-identify it.

Cookies

The website uses only what it needs to work: a cookie that remembers your cookie choice and a setting that remembers light or dark mode. We do not use analytics or advertising cookies. If that changes, we will ask you first and update this policy. You can change your choice any time under "Cookie preferences" in the footer.

Your choices and rights

You can ask to access or correct the personal information we hold about you. We may need to confirm who you are first. We respond within 30 days.

You can unsubscribe from updates at any time.

For a client's clinical record, please contact the practice that holds it. We will help it respond.

Questions and complaints

Email admin@syntropicone.com. Tell us what happened and how to reach you. We will acknowledge your complaint within 5 business days, look into it and tell you the outcome within 30 days.

If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We will publish any change here with a new effective date. If a change materially affects information we already hold, we will tell the people affected.