ClearLabs Pty Ltd (“ClearLabs”, “we”, “us” or “our”) provides users with:(a) access to the ClearLabs.com.au platform, including the www.clearlabs.com.au website, mobile services, and any direct interactions (together the “Platform”); and(b) any of ClearLabs’s services made available on the Platform,(together, the “Services”).
We recognise the importance of protecting personal information and we take great care with any personal information that we may gather when you access or use the Services.
This Privacy Policy explains how we collect, use, maintain, and disclose Personal Information (as defined in the Privacy Act 1988 (Cth)) which we collect. This includes information or an opinion about an individual which is reasonably capable of identifying that individual (and might include their health or other sensitive information) and any other information of any kind in any form provided by you or any health professionals engaged by you.
To provide our Services, we need to collect Personal Information. We may collect Personal Information from you in multiple ways, including via the Platform, telephone and email, from individuals or representatives that you have authorised, and from pathology labs and healthcare providers. This Privacy Policy applies to the Services provided by us, or any of our subsidiary companies, via the Platform.
By accessing the Platform, you acknowledge and agree that you have read and understood this Privacy Policy and consent to the use of your Personal Information as set out in this Privacy Policy. If you do not agree with this Privacy Policy, please do not continue to use the Platform.
“Personal Information” has the meaning given to it in the Privacy Act 1988 (Cth) (Act). In general terms, it is any information that can be used to personally identify you. This may include, but is not limited to, your name, email address, contact details, date of birth, biological sex, gender identity, medical history, symptoms, pathology test results, referral data, Medicare number, billing and transaction information, ethnicity, occupation, and health risk factors (where voluntarily provided). If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered Personal Information. If you have any questions about this Privacy Policy, you may contact us with any questions before you use the Platform by emailing us at privacy@clearlabs.com.au.
References to ‘you’ or ‘your’ in this Privacy Policy are references to any party who accesses our Platform, including any person who uses our pathology or telehealth services.
ClearLabs collects and uses your Personal Information for various purposes essential to providing our services and operating our business.
Information You Provide – When you use our Platform to register an account, place an order, submit a form, make an inquiry, upload referral letters, use our pathology or telehealth services, or interact with our customer support team, you will be required to provide Personal Information. We may utilise the Personal Information you submit in order to provide our Services to you, confirm your identity, manage our relationship with you, and contact you.
Automatically Collected Information – When you access the Services, we may use common technologies such as cookies and similar technologies to collect analytical data such as your IP address, browser type, device ID, and on-site behaviour to improve the quality of the Services. Our servers also automatically record certain information. These server logs may include information such as your web request, your interaction with a service, IP address, browser type, browser language, the date and time of your request, and one or more cookies that may uniquely identify your browser.
Communications – When you send email or other communications to us, we may retain those communications in order to process your inquiries, respond to your requests, and improve our Services. We may use your email address to communicate with you about our services.
Third Party Applications – We may make available third-party applications during the provision of the Services. The information collected by us when you enable a third-party application is processed under this Privacy Policy. Information collected by the third-party application provider is governed by their own privacy policies.
Other Websites – This Privacy Policy applies to our Platform only. We do not exercise control over any websites displayed or linked from within our Platform. These other websites may place their own cookies or other files on your computer, collect data, or solicit Personal Information from you.
In addition to the above, we may use the information collected to:
If we use this information in a manner different than the purpose for which it was collected, then we will ask for your consent prior to such use.
We may also use your Personal Information to send you health-related educational content, promotional offers, or service updates. You may opt out of marketing communications at any time. We will never use your pathology results or sensitive health data for marketing purposes without your explicit consent.
If we become involved in a merger, acquisition, or any form of sale of some or all of its assets, we will use our best endeavours to:(a) ensure the confidentiality of any Personal Information involved in such transactions; and(b) provide notice before your Personal Information is transferred and becomes subject to a different privacy policy.
We may disclose your Personal Information to:
All third parties are required to comply with privacy and confidentiality obligations consistent with this Policy.
We do not sell your personal data under any circumstances.
ClearLabs is committed to the protection and privacy of Personal Information entrusted to us by our users. In alignment with this commitment, all Personal Information collected through our Platform, Services, or any interactions related to our business operations, is stored on secured servers hosted in Australia or with trusted overseas providers that meet stringent security standards.
We undertake to employ reasonable security measures to safeguard Personal Information against unauthorised access, alteration, disclosure, or destruction. Our security practices include, but are not limited to, the application of industry best practices such as data encryption, multi-factor authentication, and access controls to protect your information from loss, misuse, unauthorised access, or disclosure. We also implement monitoring and access controls that regulate who can access particular information and require our team and service providers to comply with confidentiality obligations before they access Personal Information.
In addition to our efforts to secure Personal Information, ClearLabs is devoted to ensuring that the data we collect is managed responsibly.
To this end, we will take reasonable steps to:
You acknowledge that while we take reasonable steps to secure your data, no system is completely immune from cyber threats.
By entrusting ClearLabs with your Personal Information, you acknowledge and consent to the storage and security practices outlined in this clause. Your continued use of our Services affirms your agreement to these practices as part of our broader Privacy Policy.
Some service providers (e.g., cloud storage, analytics platforms) may store data outside Australia. Where this occurs, we ensure these providers adhere to privacy safeguards that are substantially similar to the Australian Privacy Principles.
We do not share your health or pathology data outside Australia.
We retain your personal and health information for as long as necessary to:
You may request account deletion or data erasure at any time, subject to applicable record-keeping laws under state and federal regulations.
You may access or update the personal information we hold about you by contacting us via the details below. We will take reasonable steps to respond within 30 days.
In some cases, we may refuse a request where permitted by law (e.g., where disclosure would unreasonably impact the privacy of others or where it would breach legal privilege). If we refuse, we’ll provide written reasons.
To streamline and personalise your experience, we may use automated processes such as:
We do not use automated decision-making for any diagnostic conclusions or clinical decisions.
By using our services, you consent to receive emails or messages from ClearLabs related to your order, account, or health-related content. You may also receive promotional material if you’ve opted in (or if we reasonably believe you would expect to receive such material).
We will always provide an opt-out mechanism in marketing communications.
We do not use sensitive health data for marketing unless expressly permitted by you.
ClearLabs is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children or young people. If you believe a child has submitted personal data to us, please contact us so we can delete it promptly.
ClearLabs is committed to resolving any complaints regarding your privacy and our collection or use of your Personal Information. Should you have any concerns about your privacy or how your Personal Information is being handled, we encourage you to contact us directly. The following outlines the process we will undertake to resolve your complaint:
Submission of Complaint: Please submit your privacy complaint in writing to privacy@clearlabs.com.au. Ensure that you provide us with detailed information about your concern or complaint, along with any supporting documents.
Acknowledgment of Receipt: Upon receiving your complaint, we will acknowledge receipt within ten (10) business days. We will provide you with the details of the person who will be handling your complaint.
Investigation: Your complaint will be investigated promptly. We may need to contact you to understand more about your concerns and to gather further information.
Resolution: We aim to resolve complaints within thirty (30) days of receiving them. Should your complaint require more time to resolve, we will notify you of the need for an extension and keep you updated on the progress.
Response: Upon completion of our investigation, we will provide you with a written response outlining the outcome of your complaint, any actions we have taken, and the reasons for our decision.
ClearLabs takes your privacy concerns seriously and is committed to transparent and fair resolution of complaints. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.
We may amend or vary this Privacy Policy from time to time by publishing the amended Privacy Policy on the Platform. You should review this Privacy Policy periodically so that you are updated on any changes. The Privacy Policy that applies to your use of the Services is the Privacy Policy in effect at the time of your use of the Services.
By accessing or using the Services after we have posted any such changes, you accept the amended Privacy Policy. If you do not agree to the updated terms of use, you must cease using the Services.
This Privacy Policy was last updated July 2025.
