HealthLink Chat Privacy and Transparency Statement

This chat feature is provided to help you with general support enquiries. Please do not enter clinical information or any patient personal information.

What we collect

When you use the chat, we may collect:

• Information you choose to enter, such as your name or email address (these fields are optional and not validated).
• The content of your messages.
• Technical information about your visit, including your browser, device type, city/country location, session identifiers, referrer information, and general interaction data (such as page views or click events).

Why we collect it

We collect this information so we can:

• Respond to your enquiry.
• Provide and improve our support services.
• Maintain the security and performance of our website.
• Troubleshoot issues using session and device information.
• Meet our legal and regulatory obligations.

Who may access your information

Your chat information may be accessed by:

• HealthLink staff involved in handling your enquiry.
• Trusted service providers who support or host the chat system (this may include authorised support personnel located overseas).
• Regulators or law enforcement agencies if required by law.

HealthLink does not sell your personal information.

Where your information is stored

Chat data may be stored in secure environments located in New Zealand and Australia.

Some of our service providers may access or process information from other countries. When this occurs, we require them to protect your information to appropriate security and privacy standards.

Retention

We keep chat transcripts and related metadata only for as long as needed to support the purposes described here or to meet legal requirements.

Certain chat‑related analytics data (such as website journey information) is retained for a shorter period, typically around 60 days depending on the system configuration.

How we protect your information

We use a range of administrative, technical, and physical safeguards to protect your information, including:

• Secure hosting environments.
• Encryption.
• Access controls.
• Monitoring and audit logging.
• Vendor compliance with recognised security standards.

Your rights
You may have rights to access or request correction of the personal information we hold about you.
If you would like to make a request, please contact privacy@anz.lanas.com.

More information

For full details on how HealthLink manages personal information collected through our website, please see our Website Privacy Policy.