Privacy Policy

Carenetics Pty Ltd (ABN 67 687 641 505) operates ravel'd, a digital health platform that helps Australian patients request, store and manage their personal health records.

Privacy enquiries: chris@carenetics.com.au
Postal address: Available on request

2.1 Information you provide directly

We collect the following personal and sensitive information:

Identity information

• Legal first and last name
• Date of birth
• Sex (as recorded on Medicare card)
• Previous names and addresses

Government health identifiers

• Medicare number and Individual Reference Number (IRN)
• Individual Healthcare Identifier (IHI)
• DVA (Department of Veterans' Affairs) file number

Contact information

• Email address (via your Google account, or entered by you when you sign in with an emailed code)
• Phone number
• Residential address

Health information

• Medical records, test results, specialist reports and other health documents you upload to your vault
• Health conditions, medications and allergies you record
• Appointment information
• Emergency health information you choose to share

Provider information

• Names and contact details of your healthcare providers

2.2 Information collected automatically

• Login activity and session information
• Device type and browser information
• Usage patterns within the app (pages visited, features used)
• IP address

2.3 Information about dependants

If you store health information about a dependent (such as a child under 18), you confirm you have the authority to manage that person's health information and that doing so is in their best interests.

We collect information:

• Directly from you when you create an account, complete your profile, or upload records
• Through your Google account when you sign in with Google (your name and email address; Google also sends your profile picture, which we do not save to your account), or directly from you when you sign in with a one-time code sent to your email address
• When you use features such as New Request, Vault, or Chat
• From AHPRA (Australian Health Practitioner Regulation Agency) public registers when you search for healthcare providers
• From Google Places when you search for healthcare providers
• From Resend, our email provider, a delivery status for each record-request or follow-up letter you send (for example, whether the provider's email system accepted it)

We collect your personal and health information to:

• Enable you to store and manage your personal health records
• Generate record request letters under APP 12 to send to your healthcare providers
• Prepare appointment summaries and health information on your behalf
• Provide personalised responses through our AI-powered Rights Assistant
• Verify your identity for security purposes
• Improve the ravel'd platform

5.1 We will not use or disclose your health information for a secondary purpose unless:

• You have consented
• You would reasonably expect us to use it for that purpose and it is directly related to the primary purpose
• It is required or authorised by Australian law
• It is necessary to prevent a serious threat to life, health or safety

5.2 We do not sell your personal information. Ever.

5.3 We do not use your health information for direct marketing.

5.4 We may use de-identified, aggregated data for product improvement purposes. This data cannot identify you.

5.5 Service providers. We use a small number of third parties to operate ravel'd. We disclose only the information each provider needs to perform its function, and we do not authorise any of them to use your information for their own purposes:

• Resend (Resend, Inc., United States) — delivers the record-request and follow-up letters you choose to send, the one-time sign-in code if you sign in by email, the security notification emails we send you (for example when your passphrase is recovered or a new device or passkey is added to your account), and, if you turn them on, reminder emails telling you how many of your requests need your attention. Because a letter identifies you and requests your health records, the letter content and the email addresses involved (yours and your provider's) pass through Resend to send the email. A sign-in code email passes your email address and the code through Resend. A security notification passes your email address, and the name of the device where it applies, through Resend. A reminder contains your email address and a number — never the provider, the records or anything about your health. If you would rather not disclose this information to send a letter, you can copy the letter and send it yourself instead.
• Anthropic PBC (United States) — powers our AI features (see section 6).
• Google LLC (United States) — provides account sign-in and, when you search for a provider, healthcare-provider search results (see sections 3 and 7).
• Microsoft Azure (Australia) — hosts the application, stores your records, and reads the documents you upload to suggest Health summary entries (see sections 6 and 7).
• AHPRA — public healthcare-practitioner registry searches (public data only).

6.1 ravel'd uses Claude AI, developed by Anthropic PBC (United States), to power our Rights Assistant chat feature, appointment preparation summaries, the Chat feature for asking questions about your uploaded records, plain-English explanations of medical terms, and translation of your record summaries and request letters.

6.2 When you use these features, your questions and information from your health records are sent to Anthropic's API for processing. In Chat, this means the title, category, provider, date, summary and tags of every record in your Vault, and the medications, allergies and health conditions in your Health summary, with every message you send. If your Vault is very large, the oldest records are left out to fit a size limit. Chat does not choose records by relevance to your question. Other features send less (see sections 6.3 and 6.4). Anthropic processes this data solely to generate your response and does not use it to train AI models.

6.3 What is sent, and what is not. We send the AI the summary and details of a record (its title, category, provider and date) — never the document or image itself. No file you upload is sent to Anthropic. There is one exception, and it happens only when you ask for it: when you ask Knotty about a particular record and choose “Send with the document” for that question, we read the text of that record's file again in Australia and send that text — not the file — to Anthropic with that one question. We ask you each time, nothing is kept afterwards, and it does not happen if you have switched off “Read my uploaded documents”. For Chat and appointment preparation we also send the medications, allergies and health conditions you have entered or confirmed in your Health summary — never a suggestion you have not confirmed — because an answer or a preparation summary that does not know what you take or react to is of little use to you or your clinician.

6.4 Appointment preparation. For appointment preparation we select only the records most relevant to the reason you give for the appointment, up to a limit, rather than your whole record collection. We do not add your name, date of birth, Medicare number or contact details to what we send to Anthropic. If any of these appear in the text of a record, a note or a question you type, they are sent as written.

6.5 ravel'd AI provides health information only — it does not provide medical advice, diagnosis or treatment recommendations. ravel'd is not a registered medical device under the Therapeutic Goods Act 1989 (Cth). Always consult a qualified healthcare professional for medical decisions.

6.6 From December 2026, we will be required under the Privacy and Other Legislation Amendment Act 2024 to notify you when automated systems make decisions that significantly affect your rights. We will update this policy accordingly.

6.7 Reading your uploaded documents. When you upload a document, we automatically read its text and identify health details in it — for example medication names and doses, allergies, conditions and measurements — using Microsoft Azure services located in Australia. Your document is not sent to Anthropic, or anywhere outside Australia, for this purpose. (Section 6.3 describes the one time its text is: when you ask Knotty about it and say yes.) What we find is shown to you as suggestions: nothing is added to your Health summary until you confirm it, and suggestions you do not confirm are deleted after 90 days. We keep only the short passage each suggestion came from, so you can check it; we do not keep the full text read from your document.

7.1 Your data is stored in Microsoft Azure's australiaeast (Sydney) data centre. Your health information does not leave Australia for storage purposes. Reading your uploaded documents to suggest Health summary entries (section 6.7) also takes place in Australia.

7.2 When you use AI features, your data is processed by Anthropic PBC in the United States. Anthropic maintains appropriate data protection safeguards. By using AI features, you consent to this cross-border disclosure. The text of an uploaded document is sent only when you choose “Send with the document” for a question, and we name Anthropic and the United States each time we ask.

7.3 We use Google (Google LLC, United States) for two purposes: (a) account sign-in via Google OAuth, where Google receives your email address; and (b) healthcare-provider search via Google Places, where the search terms you enter are sent to Google to return provider details. Google's privacy policy applies to this processing.

7.4 When you choose to send a record-request or follow-up letter from within the app, the letter and the relevant email addresses are transmitted through Resend, Inc. in the United States to deliver the email. The same service delivers account emails to you: a one-time sign-in code if you sign in by email, and security notices about your account (for example when your passphrase is recovered or a new device or passkey is added). Those emails contain your email address and the code or notice only, with the name of the device where it applies — never your health information. If you turn on reminder emails, they are sent the same way and contain only your email address and how many requests need you. You can turn them off at any time in Privacy & Security. By sending a letter this way you consent to this cross-border disclosure. If you prefer not to disclose this information outside Australia, you can copy the letter and send it yourself instead.

8.1 Technical safeguards

• The content of your Vault records and uploaded files, your Health summary entries, your appointment preparation summaries and your saved contacts is encrypted by ravel'd using AES-256-GCM encryption before it is stored
• Your profile (including your Medicare, IHI and DVA numbers, allergies, medications, conditions and blood type) and your records requests are not encrypted by ravel'd in this way. They are protected by the encryption at rest that Microsoft Azure applies to the database, but they are not encrypted by us before they are stored. This is because the emergency information card has to be readable by a first responder who is not signed in, and the automatic follow-up process has to read requests when you are not signed in
• All data is encrypted in transit using TLS 1.2 or higher
• Access to your data requires authentication
• Your data is isolated from other users' data
• We use Azure Key Vault for secrets management
• We apply the principle of least privilege to system access

8.2 Organisational safeguards

• Access to production systems is restricted
• We conduct regular security reviews
• We have a data breach response plan

8.3 No system is completely secure. If you believe your account has been compromised, contact us immediately at chris@carenetics.com.au.

9.1 We retain your personal information for as long as your account is active.

9.2 When you delete your account:

• Your profile, health records and uploaded documents, clinical entries (medications, allergies, conditions, vaccinations, vitals and family history), appointment preparation summaries, saved providers, records requests, share links and shared copies, and your login and encryption keys are permanently deleted immediately
• Backup copies are purged within 90 days
• A security log of access to your account — who accessed your data and when, including any emergency (break-glass) access and share-link openings — is kept for 12 months and then permanently destroyed. We keep it only so that unauthorised access can still be investigated (by you, by us, or by the privacy regulator) after your account is gone. It contains no health records, has IP addresses removed, and is stored under restricted access
• We may retain usage analytics for up to 12 months. They contain no health information, but request logs can include your device's IP address and browser details
• Feedback you send without asking us to follow up is not linked to your account, so it is not deleted with it and is kept indefinitely. Please do not include health details in feedback

9.3 We may retain information for longer if required by law or to resolve a dispute.

10.1 Right to access (APP 12)

You have the right to access the personal information we hold about you. You can access most of your information directly within the ravel'd app. You can download a copy of your data from within the app, using the Download button in Privacy & Security. If you need something that button does not give you, contact chris@carenetics.com.au. We will respond within 30 days.

10.2 Right to correct (APP 13)

You have the right to correct personal information that is inaccurate, incomplete or misleading. You can correct most information directly in the app. For other corrections, contact us.

10.3 Right to complain

If you believe we have breached the APPs, you may:

1. Contact us first: chris@carenetics.com.au
2. We will respond within 30 days
3. If unresolved, you may complain to the Office of the Australian Information Commissioner (OAIC):
   Website: oaic.gov.au
   Phone: 1300 363 992

10.4 Anonymity

Where practicable, you may use ravel'd anonymously or under a pseudonym. However, most features require identification to generate accurate record request letters.

ravel'd is designed for use by adults (18 years and over). Adults may store and manage health information about their dependent children. We do not knowingly collect personal information directly from children under 18 without parental or guardian consent.

If we experience a data breach that is likely to result in serious harm to you, we will notify you and the OAIC as required under the Notifiable Data Breaches scheme (Privacy Act 1988, Part IIIC).

We may update this Privacy Policy from time to time. We will notify you of material changes via email or a prominent notice in the app. The current version is always available at app.raveld.com.au/privacy.

Privacy Officer
Carenetics Pty Ltd (ABN 67 687 641 505)
Email: chris@carenetics.com.au
Website: app.raveld.com.au