Last updated: 16th August 2026
CHM Solutions Pty Ltd ACN 165 312 194, trading as Clear Health Media (“Clear Health Media”, “we”, “us” or “our”), provides the iconpractice practice management platform and associated websites, applications and services (“iconpractice” or the “Service”).
We recognise the importance of protecting personal information, particularly health information and other sensitive information processed through iconpractice.
This Privacy Policy explains how we collect, hold, use and disclose personal information and how individuals may access or correct their personal information or make a privacy complaint.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”) where they apply to us.
1. Our Role and Your Healthcare Provider’s Role
iconpractice is software used by independent healthcare practices and practitioners to manage their practices and patient information.
Where a healthcare practice or practitioner enters or stores information about a patient in iconpractice, the practice or practitioner generally determines why that information is collected and how it is used in providing healthcare.
Clear Health Media provides the technology used to store and process that information on their behalf.
If you are a patient and have questions about information contained in your clinical record, you should generally contact your healthcare provider in the first instance.
This Privacy Policy also applies to personal information we collect directly about our customers, prospective customers, website visitors, users and people who communicate with us.
2. Personal Information We Collect
The information we collect depends on how an individual interacts with iconpractice.
Customers and Users
We may collect information about healthcare practitioners, practice staff, prospective customers and other users, including:
- name;
- business or practice name;
- contact details such as email address, telephone number and address;
- professional and business information;
- account and user information;
- subscription and billing information;
- communications with our support team;
- technical information relating to use of the Service; and
- information provided when requesting a demonstration, contacting us or otherwise interacting with Clear Health Media.
Patient and Clinical Information
Customers may use iconpractice to collect, enter, upload and store information about their patients.
Depending on how a practice uses iconpractice, this may include:
- patient names and contact details;
- date of birth and demographic information;
- appointment information;
- health and medical information;
- clinical history and clinical records;
- consultation notes;
- examination, assessment and treatment information;
- referrals and correspondence;
- documents, reports, images and files;
- billing, invoicing and payment information;
- communications between the practice and patient;
- forms and information submitted through online services;
- audio recordings and transcripts where recording or transcription functionality is used; and
- other information entered or uploaded by the healthcare practice.
Health information is sensitive information under Australian privacy law and is treated accordingly.
3. How We Collect Personal Information
We may collect personal information:
- directly from an individual;
- when a customer or user creates or manages an iconpractice account;
- when someone contacts us or requests support;
- through our website;
- when a person requests a demonstration or information about iconpractice;
- through payment and subscription processes;
- automatically when the Service or our website is used;
- through integrations and third-party services authorised by a customer; and
- from healthcare practices and their authorised users when they enter, upload or generate information using iconpractice.
Patient information will ordinarily be provided to iconpractice by the healthcare practice, its staff or the patient through functionality made available by that practice.
4. Why We Collect and Use Personal Information
We collect, hold and use personal information where reasonably necessary to provide, operate, secure and support iconpractice.
Depending on the nature of the information and how the Service is used, this may include using personal information to:
- provide and operate iconpractice;
- create and administer customer and user accounts;
- store and manage patient and clinical information on behalf of healthcare practices;
- provide appointment, billing, messaging, document management and other practice management functionality;
- process subscriptions and payments;
- provide customer and technical support;
- communicate with customers and users about their accounts and the Service;
- provide artificial intelligence, transcription and related functionality when requested by an authorised user;
- maintain, monitor and secure the Service;
- investigate and prevent misuse, fraud and security incidents;
- maintain backups, disaster recovery and business continuity systems;
- monitor and improve the performance, reliability, security and functionality of the Service;
- understand use of our public website and the effectiveness of our marketing;
- comply with legal and regulatory obligations; and
- establish, exercise or defend legal rights.
Patient health information and other sensitive information stored within iconpractice is used and processed only as reasonably necessary to provide the Service to the relevant healthcare practice, as authorised by that practice, or as otherwise permitted or required by law.
We do not use patient health information or other clinical information stored within iconpractice to train artificial intelligence models.
We do not use patient health information stored within iconpractice for advertising or direct marketing by Clear Health Media.
5. Artificial Intelligence and Transcription
iconpractice may provide features that use artificial intelligence, machine learning, automated speech recognition or similar technologies (“AI Features”).
These features may include:
- consultation transcription;
- generation of clinical notes;
- summarisation;
- drafting of correspondence; and
- other documentation assistance.
When an AI Feature is used, information required to perform the requested function may be securely transmitted to a third-party AI or transcription service provider for processing. Depending on the feature, this may include audio, transcripts, clinical information, instructions entered by the user and other information relevant to the requested task.
AI Data Use and Retention
Personal information and health information submitted to iconpractice AI Features is not used to train artificial intelligence models.
Information submitted for AI processing is used only to perform the requested function and is not retained by the AI service provider following completion of that processing.
The resulting output may be returned to iconpractice and, where the user chooses to save it, may become part of the patient’s record stored within iconpractice.
AI-generated information may contain errors or omissions and must be reviewed by the healthcare practitioner before it is incorporated into or relied upon as part of a clinical record.
Healthcare practices are responsible for determining whether use of an AI Feature is appropriate and for informing patients and obtaining any consent required for recording, transcription or other processing.
Regional Processing of AI Transcription
AI transcription is processed regionally according to the location of the iconpractice customer:
- Australia and New Zealand customers: Australia;
- European Union and United Kingdom customers: European Union; and
- customers in other regions: United States.
Audio submitted for transcription is processed in the applicable region and is not retained by the transcription provider following processing.
6. Disclosure to Service Providers
We use third-party service providers to operate and support iconpractice.
Depending on the services being used, these providers may include providers of:
- cloud hosting and data storage;
- backup and disaster recovery;
- email delivery;
- SMS and telecommunications;
- payment processing;
- artificial intelligence and speech transcription;
- technical monitoring and security;
- analytics;
- customer support systems; and
- integrations requested or enabled by customers.
We provide service providers with access only to information reasonably necessary for them to perform the services they provide to us.
We take reasonable steps appropriate to the circumstances to select and manage service providers that maintain suitable privacy, confidentiality and security protections.
7. Service Providers and Overseas Processing
We use selected third-party service providers to operate and support iconpractice.
These providers may assist us with services including:
- cloud infrastructure and hosting;
- backup and disaster recovery;
- communications;
- payment processing;
- artificial intelligence and speech transcription;
- technical monitoring and security; and
- other integrations requested or enabled by customers.
Where information is provided to a service provider, we limit that information to what is reasonably necessary for that provider to perform the relevant service.
Locations of Processing
Our primary iconpractice application and customer data is stored in Australia.
Certain information may also be processed outside Australia for specific purposes:
European Union
We use Mailcoach to manage communications with iconpractice customers and prospective customers. Contact information required for those communications may therefore be processed within the European Union.
European Union, United States and Australia
AI transcription processing occurs regionally:
- Australia for Australian and New Zealand customers;
- the European Union for European Union and United Kingdom customers; and
- the United States for customers located elsewhere.
Information submitted to AI transcription services is processed for the purpose of providing the requested transcription and is not retained by the provider following processing.
Other service providers or integrations may process information in other locations where a customer elects to use those services. Where relevant, the handling of information by an independently selected third-party integration may also be governed by that provider’s privacy policy.
We take reasonable steps appropriate to the circumstances to ensure that service providers handling personal information maintain appropriate privacy, confidentiality and security protections.
8. Security
We take reasonable technical and organisational measures designed to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.
These measures may include, as appropriate:
- access controls and user authentication;
- encryption;
- network and infrastructure security;
- system monitoring;
- backups;
- access logging;
- restrictions on staff access to customer information;
- security procedures for our personnel and service providers; and
- processes for responding to suspected security incidents.
No electronic or internet-based system can eliminate all security risks.
Customers also have responsibilities for protecting information within their iconpractice account, including maintaining secure credentials, appropriately configuring user access and protecting devices used to access the Service.
9. Access by Clear Health Media Personnel
Clear Health Media personnel do not routinely access patient clinical information except where access is reasonably necessary to:
- provide technical support requested by an authorised customer;
- investigate or resolve a technical problem;
- maintain or secure the Service;
- investigate suspected misuse or a security incident;
- perform authorised data migration or other services; or
- comply with a legal obligation.
Access is limited to personnel who require it for their role and is subject to appropriate confidentiality and security obligations.
10. Data Quality
We take reasonable steps to ensure that personal information we collect and use directly is accurate, up to date and complete.
Healthcare practices are responsible for maintaining the accuracy and completeness of patient and clinical information they enter into iconpractice.
If you are a patient and believe information in your clinical record is incorrect, you should generally contact your healthcare provider.
11. Retention and Deletion
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, to provide the Service and to meet applicable legal, security and business requirements.
Patient and clinical information is generally retained within iconpractice while the relevant healthcare practice maintains an active account, subject to the practice’s use of available deletion and record-management functionality.
Following termination of an iconpractice account, customer data may remain available for a limited period to allow authorised export or account restoration.
After the applicable retention period, information may be deleted from active systems.
Residual copies may remain temporarily in backups, logs or other systems used for security, disaster recovery and legal compliance and will be removed or overwritten in accordance with our normal retention processes.
Healthcare practices remain responsible for determining the clinical record retention requirements applicable to them.
12. Access to and Correction of Personal Information
You may request access to personal information that Clear Health Media holds about you and may request correction where you believe that information is inaccurate, out of date, incomplete, irrelevant or misleading.
We may need to verify your identity before responding to a request.
In some circumstances, access may be refused or limited where permitted or required by law. If this occurs, we will provide an explanation where required.
We do not charge for making an access request. Where permitted by law, we may charge reasonable costs associated with providing access and will inform you of those costs before proceeding.
Patient Clinical Records
Where Clear Health Media holds information solely on behalf of a healthcare practice, requests concerning a patient’s clinical record should generally be directed to that healthcare practice.
If we receive such a request directly, we may refer the individual to the relevant practice or work with the practice to respond as appropriate.
13. Privacy Complaints
If you believe that Clear Health Media has mishandled your personal information or breached an applicable privacy obligation, please contact us using the details below.
Please provide sufficient information for us to understand and investigate your concern.
We will acknowledge and investigate privacy complaints and aim to respond within a reasonable period.
If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC) or another applicable privacy regulator.
Information about making a privacy complaint is available from the OAIC.
14. Data Breaches
We maintain procedures for identifying, investigating and responding to suspected data breaches.
Where a data breach is likely to result in serious harm and notification is required under the Privacy Act or another applicable law, we will take the steps required under the applicable data breach notification scheme.
Where an incident affects information held on behalf of an iconpractice customer, we will also take reasonable steps to work with the affected customer in investigating and responding to the incident.
15. Public Website Analytics, Cookies and Tracking Technologies
When you visit the public iconpractice website, certain technical information may be collected automatically. This may include:
- IP address;
- browser type and version;
- device and operating system information;
- pages viewed;
- date and time of access;
- referring website; and
- other website usage information.
We use Google Analytics on public-facing iconpractice web pages to understand how visitors use our website and to help us improve its performance and content.
We also use the Meta (Facebook) Pixel on public-facing iconpractice web pages to measure the effectiveness of advertising and understand interactions with our marketing.
Google and Meta may process information collected through these technologies in accordance with their respective privacy policies.
No Advertising Tracking Within the iconpractice Application
Google Analytics and the Meta Pixel are used on our public-facing website only.
They are not used within the authenticated iconpractice application and are not used to track patient or clinical activity within iconpractice.
We do not provide patient clinical records or health information stored within iconpractice to Google Analytics or the Meta Pixel for advertising or website analytics purposes.
You can control or restrict cookies and similar technologies through your browser settings and, where available, through website cookie controls.
16. Marketing Communications
We may use contact information relating to customers, prospective customers and users to provide information about iconpractice, new features, educational material or other relevant services where permitted by law.
Marketing communications sent by email will include a means of unsubscribing where required.
Unsubscribing from marketing does not prevent us from sending necessary account, billing, security, support or operational communications.
We do not use patient health information stored by healthcare practices for direct marketing by Clear Health Media.
17. De-identified and Aggregated Information
We may create statistical, aggregated or de-identified information from operation of the Service.
We may use this information to understand usage, monitor performance, improve functionality, conduct analysis and develop the Service.
We will not use information under this section in a form that reasonably identifies an individual patient.
18. Required or Authorised Disclosures
We may disclose personal information where required or authorised by law.
This may include disclosure in response to a valid court order, warrant, regulatory requirement or other lawful request.
We may also use or disclose information where permitted by privacy law in circumstances involving serious threats to life, health or safety, suspected unlawful activity or other permitted situations.
Where legally permitted and reasonably practicable, we will seek to limit disclosure to information relevant to the particular requirement.
19. Third-Party Integrations
Customers may choose to connect iconpractice with third-party services.
Where a customer enables an integration, information may be exchanged between iconpractice and the third-party service as necessary to provide the integration.
The third party’s handling of information may also be governed by its own terms and privacy policy.
Customers should consider the privacy and security practices of third-party services before enabling an integration.
20. Anonymity and Pseudonymity
Where practicable, individuals may interact with us anonymously or using a pseudonym.
In some circumstances this will not be practicable, including where we need to identify an individual to provide an iconpractice account, process a transaction, provide support concerning a particular account, meet security requirements or comply with legal obligations.
21. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to iconpractice, our technology, service providers, legal obligations or privacy practices.
The current version will be published on our website and will state the date it was last updated.
Where a change materially affects how we handle personal information, we will take reasonable steps to provide appropriate notice.
22. Contact Us
Questions, requests or complaints regarding privacy can be directed to:
Privacy Officer
CHM Solutions Pty Ltd
Trading as Clear Health Media
ACN 165 312 194
PO Box 5021
Wonga Park VIC 3115
Australia
Email: support@iconpractice.com
For information about Australian privacy rights, you may also contact the Office of the Australian Information Commissioner (OAIC).