PRIVACY

At Pastoral NetCare (PNC), we take privacy very seriously. We’ve updated our privacy policy (Policy) to ensure that we communicate to You, in the clearest way possible, how we treat personal information. We encourage You to read this Policy carefully. It will help You make informed decisions about sharing Your personal information with us.

The defined terms in this Policy have the same meaning as in our Terms of Use, which You should read together with this Policy. By accessing our Website and using our Service, You consent to the terms of this Policy and agree to be bound by it and our Terms of Use.

PNC collects Your personal information

The PNC eCare® health and wellbeing platform is simple, smart, and secure and gives organisations and care professionals real time visibility of their members / clients, the services being delivered to them and their progress and enables individuals to access their own health and wellbeing information.

The Service involves the storage of Data about both providers and individuals. That Data can include personal information. “Personal information” is information about an identifiable individual, and may include information such as the individual’s name, email address, telephone number, bank account details, taxation details, and accounting and financial information.

PNC may collect personal information directly from You when You:

  • Register to use the Service
  • Use the Service
  • Post to the PNC Community forum or on our blog
  • Contact the PNC support team
  • Visit our Website

 

You can always choose not to provide Your personal information to PNC, but it may mean that we are unable to provide You with the Service.

PNC may receive personal information from You about others

Through Your use of the Service, PNC may also collect information from You about someone else. If You provide PNC with personal information about someone else, You must ensure that You are authorised to disclose that information to PNC and that, without PNC taking any further steps required by applicable data protection or privacy laws, PNC may collect, use and disclose such information for the purposes described in this Policy.

This means that You must take reasonable steps to ensure the individual concerned is aware of and/or consents to the various matters detailed in this Policy, including the fact that their personal information is being collected, the purposes for which that information is being collected, the intended recipients of that information, the individual’s right to obtain access to that information, PNC’s identity, and how to contact PNC.

Where requested to do so by PNC, You must also assist PNC with any requests by the individual to access or update the personal information You have collected from them and entered into the Service.

PNC collects, holds, and uses Your personal information for limited purposes

PNC collects Your personal information so that we can provide You with the Service and any related services You may request. In doing so, PNC may use the personal information we have collected from You for purposes related to the Services including to:

  • Verify Your identity
  • Administer the Service
  • Notify You of new or changed services offered in relation to the Service
  • Carry out marketing or training relating to the Service
  • Assist with the resolution of technical support issues or other issues relating to the Service
  • Comply with laws and regulations in applicable jurisdictions
  • Communicate with You

 

By using the Service, You consent to Your personal information being collected, held and used in this way and for any other use You authorise. PNC will only use Your personal information for the purposes described in this Policy or with Your express permission.

It is Your responsibility to keep Your password to the Service safe. You should notify us as soon as possible if You become aware of any misuse of Your password, and immediately change your password within the Service or via the  “Forgotten Password” process.

PNC can aggregate Your non-personally identifiable data

By using the Service, You agree that PNC can access, aggregate and use non-personally identifiable data PNC has collected from You. This data will in no way identify You or any other individual.

PNC may use this aggregated non-personally identifiable data to:

  • Assist us to better understand how our customers are using the Service
  • Provide our customers with further information regarding the uses and benefits of the Service
  • Enhance small business productivity, including by creating useful business insights from that aggregated data and allowing You to benchmark Your business’ performance against that aggregated data
  • Otherwise to improve the Service

 

PNC holds your personal information on servers located in Australia

We use top tier, third party data hosting providers’ to host our Services on servers located in the Australia. If you are a non-Australia. resident, this means that your personal information will be transferred to Australia.

By entering personal information into the Services, you consent to that personal information being hosted on servers located in the Australia. While your personal information will be stored on servers located in the Australia, it will remain within PNC’s effective control at all times. Each data hosting provider’s role is limited to providing a hosting and storage service to PNC, and we’ve taken steps to ensure that our data hosting providers do not have access to, and use the necessary level of protection for, Your personal information. They do not control, and are not permitted to access or use your personal information, except for the limited purpose of storing the information. This means that, for the purposes of Australian privacy legislation and Australian users, PNC does not currently “disclose” personal information to third parties located overseas.

If You do not want Your personal information to be transferred to a server located in the Australia, You should not provide PNC with Your personal information or use the Service.

PNC takes steps to protect your personal information

PNC is committed to protecting the security of Your personal information and we take all reasonable precautions to protect it from unauthorised access, modification or disclosure. Your personal information is stored on secure servers that have SSL Certificates issued by leading certificate authorities Go Daddy, and all Data transferred between You and the Service is encrypted. You can find out more about our security arrangements and our data protection measures from our support team at support@pastoralnetcare.org

However, the Internet is not in itself a secure environment and we cannot give an absolute assurance that Your information will be secure at all times. Transmission of personal information over the Internet is at Your own risk and You should only enter, or instruct the entering of, personal information to the Service within a secure environment.

We will advise You at the first reasonable opportunity upon discovering or being advised of a security breach where Your personal information is lost, stolen, accessed, used, disclosed, copied, modified, or disposed of by any unauthorised persons or in any unauthorised manner.

PNC only discloses Your Personal Information in limited circumstances

PNC will only disclose the personal information You have provided to us to entities outside the PNC group of companies if it is necessary and appropriate to facilitate the purpose for which Your personal information was collected pursuant to this Policy, including the provision of the Service.

PNC will not otherwise disclose Your personal information to a third party unless You have provided Your express consent. However, You should be aware that PNC may be required to disclose Your personal information without Your consent in order to comply with any court orders, subpoenas, or other legal process or investigation including by tax authorities, if such disclosure is required by law. Where possible and appropriate, we will notify You if we are required by law to disclose Your personal information.

PNC does not store Your credit card details

If You choose to pay for the Service by credit card, Your credit card details are not stored by the Service and cannot be accessed by PNC staff. Your credit card details are encrypted and securely stored by the National Australia Bank (NAB) to enable PNC to automatically bill your credit card on a recurring basis.

You may request access to Your personal information

It is Your responsibility to ensure that the personal information You provide to us is accurate, complete and up-to-date. You may request access to the information we hold about You, or request that we update or correct any personal information we hold about You, by setting out Your request in writing and sending it to us at support@pastoralnetcare.org.

PNC will process Your request as soon as reasonably practicable, provided we are not otherwise prevented from doing so on legal grounds. If we are unable to meet Your request, we will let you know why. For example, it may be necessary for us to deny Your request if it would have an unreasonable impact on the privacy or affairs of other individuals, or if it is not reasonable and practicable for us to process Your request in the manner You have requested. In some circumstances, it may be necessary for us to seek to arrange access to Your personal information through a mutually agreed intermediary (for example, the Subscriber).

We’ll only keep your personal information for as long as we require it for the purposes of providing You with the Service. However, we may also be required to keep some of Your personal information for specified periods of time, for example under certain laws relating to corporations, money laundering, and financial reporting legislation.

PNC uses cookies

In providing the Service, PNC utilises “cookies”. A cookie is a small text file that is stored on Your computer for record-keeping purposes. A cookie does not identify You personally or contain any other information about You but it does identify Your computer.

We and some of our affiliates and third-party service providers may use a combination of “persistent cookies” (cookies that remain on Your hard drive for an extended period of time) and “session ID cookies” (cookies that expire when You close Your browser) on the Website to, for example, track overall site usage, and track and report on Your use and interaction with ad impressions and ad services.

You can set your browser to notify You when You receive a cookie so that You will have an opportunity to either accept or reject it in each instance. However, You should note that refusing cookies may have a negative impact on the functionality and usability of the Website.

We do not respond to or honour “Do Not Track” requests at this time.

You can opt-out of any email communications

PNC sends billing information, product information, Service updates and Service notifications to You via email. Our emails will contain clear and obvious instructions describing how You can choose to be removed from any mailing list not essential to the Service. PNC will remove You at Your request.

You are responsible for transfer of Your data to third-party applications

The Service may allow You, the Subscriber, or another Invited User within the relevant subscription to the Service to transfer Data, including Your personal information, electronically to and from third-party applications. PNC has no control over, and takes no responsibility for, the privacy practices or content of these applications. You are responsible for checking the privacy policy of any such applications so that You can be informed of how they will handle personal information.

PNC has a privacy complaints process

If You wish to complain about how we have handled Your personal information, please provide our Support team with full details of Your complaint and any supporting documentation to support@pastoralnetcare.org.

Our Support Team will endeavour to:

  • Provide an initial response to Your query or complaint within 10 business days
  • Investigate and attempt to resolve Your query or complaint within 30 business days or such longer period as is necessary and notified to you by our Support Team.

This policy may be updated from time to time

PNC reserves the right to change this Policy at any time, and any amended Policy is effective upon posting to this Website. PNC will make every effort to communicate any significant changes to You via email or notification via the Service. Your continued use of the Service will be deemed acceptance of any amended Policy.

Last updated: August 2016

 

SECURITY

Protecting your data

Pastoral NetCare) is committed to the security of our customers’ data and provide multiple layers of protection for the personal and service information you trust to PNC.

You control access
As a user of the Pastoral NetCare platform you have the flexibility to invite unlimited members to collaborate on the delivery of services, and the person that holds the subscription has control over who has access and what they are able to do. Our customer support staff cannot access your information unless you invite them to help. Please see our privacy policy for further information.

User authentication
We provide standard access to the PNC software through a login and password. In addition we offer the option of using two-step authentication to provide a second level of security for your PNC account. It means you’re also asked to enter a unique code generated by a separate authenticator app on your smartphone. We recommend you use two-step authentication as it reduces the risk of your PNC account being accessed if your password is compromised.

Data encryption
We encrypt all data that goes between you and PNC using industry-standard TLS (Transport Layer Security), protecting your personal and financial data. Your data is also encrypted at rest when it is stored on our servers, and encrypted when we transfer it between data centres for backup and replication.

Network protection
PNC takes a “defence in depth” approach to protecting our systems and your data. Multiple layers of security controls protect access to and within our environment, including firewalls, intrusion protection systems and network segregation. PNC’s security services are configured, monitored and maintained according to industry best practice. We partner with industry-leading security vendors to leverage their expertise and global threat intelligence to protect our systems.

Secure data centres
PNC’s servers are located within enterprise-grade hosting facilities that employ robust physical security controls to prevent physical access to the servers they house. These controls include 24/7/365 monitoring and surveillance, on-site security staff and regular ongoing security audits.

Security monitoring
PNC’s Security team continuously monitors security systems, event logs, notifications and alerts from all systems to identify and manage threats.

Always there

PNC is there when you need it, regardless of the day or time, or where you happen to be.

Best in class availability
With a record of 97% uptime, PNC delivers best-in-class availability. We use multiple redundancy technologies to ensure that if any component fails, PNC will keep on running – with little or no disruption to your service.

Built to perform at scale
PNC has been designed to grow with your business. Our high performance servers, networks and infrastructure ensure we can deliver quality service to you and our hundreds of thousands of other users.

Constant updates and innovation
We’re constantly enhancing PNC, delivering new features and performance improvements. Updates are delivered frequently, with the majority of them being delivered without interrupting our service and disrupting users.

Your online safety

We design security into PNC from the ground up. However, there can be risks to working and playing online. Whether you’re shopping, banking, doing your accounts, or simply checking your email, cyber criminals and scammers are always looking for ways to steal money or sensitive information.

There are precautions you can take to reduce the risks and help keep you safe from harm online. Take a few minutes to read our introduction to cloud security, and see below for information about how to identify and deal with scams and malicious ‘phishing’ emails.

Phishing and malicious emails
A phishing email is a favoured way for cyber criminals to get access to your sensitive information, such as your usernames and passwords, credit card details, bank account numbers, etc. This kind of email may look as if it has come from a trustworthy source, but will attempt to trick you into:

 

  • Clicking on a link that will infect your computer with malicious software
  • Following a link to a fake (but convincing looking) website that will steal your login details
  • Opening an attachment that will infect your computer.
  • Once you are hooked, the cyber criminal may be able to steal or extort money from you, or gather sensitive personal or business information that they can use for other attacks. However, you can protect yourself and your business by being aware of these scams, and by knowing what to look for that may help you identify a malicious email.
  • Incorrect spelling or grammar: legitimate organisations don’t always get it 100% right, but be suspicious of emails with basic errors.
  • The actual linked URL is different from the one displayed – hover your mouse over any links in an email (DON’T CLICK) to see if the actual URL is different.
  • The email asks for personal information that they should already have, or information that isn’t relevant to your business with them.
  • The email calls for urgent action. For example, “Your bank account will be closed if you don’t respond right away”. If you are not sure and want to check, then go directly to the bank’s website via the URL you would normally use, or phone them. Don’t click on the link in the email.
  • The email says you’ve won a competition you didn’t enter, have a parcel waiting that you didn’t order, or promises huge rewards for your help. On the internet, if it sounds too good to be true then it probably isn’t true.
  • There are changes to how information is usually presented, for example an email is addressed to “Dear Sirs” or “Hello” instead of to you by name, the sending email address looks different or complex, or the content is not what you would usually expect.

 

These are just a few of the things to watch out for. There’s a lot more information and tips available on the web. But even if there’s nothing specific you can point to, the email may just not “feel” right. Trust your instincts, and don’t get hooked.

If you suspect you’ve received a phishing or malicious email, and it says it’s from PNC or uses PNC’s logo, do not click on anything in the email – please report it by forwarding the email to support@pastoralnetcare.org.

Try to avoid a phishing attack by following these rules
If you receive a suspicious email make sure you:
1. DO NOT CLICK on any link or attachment contained in the email.
2. DO NOT REPLY to the email.
3. Report the email by forwarding it to support@pastoralnetcare.org if it is PNC-branded.
4. Delete the email.
5. Update your anti-malware (anti-virus, anti-spyware) and run a full scan on your computer.