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Privacy Policy


Medication Knowledge Pty Ltd (ACN 622 493 967), its subsidiaries and affiliates in Australia (collectively referred to as “Medication Knowledge”, “we”, or “us”) are committed to managing personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws.

Medication Knowledge and eRx Script Exchange Pty Ltd (eRx) are wholly owned subsidiaries of Fred IT Group Pty Ltd (Fred).  eRx (the Prescription Exchange) provides prescription exchange services and hold data relating to prescription orders throughout Australia.

Medication Knowledge:

  1. owns and operates an electronic prescribing system which provides a single means of securely delivering encrypted prescription and dispense data obtained from the Prescription Exchanges to the Victorian SafeScript real time prescription monitoring system; and
  2. together with the Prescription Exchange, facilitates the fulfilment and management of ePrescriptions by medical practitioners, pharmacists and third parties who are authorised by the patient to view certain information relating the patient’s ePrescriptions.

This document sets out how we handle personal information in accordance with the requirements of these laws, and is referred to as our Privacy Policy

This Privacy Policy was last updated on the 17th of May 2024

What personal information do we collect about you?

The kinds of personal information we collect and hold about our clients and prospective clients

Depending on the particular circumstances, we may collect and hold a range of different information about our clients and prospective clients, including name, date of birth, contact details (including address, email address, phone number, fax number or mobile telephone number) and occupation.

We may also collect usernames and passwords, remote desk top connection details, financial information, such as credit card or bank account numbers, and information about how our clients use our products.

The kinds of information we collect and hold about your clients

If you represent a business, there may be times, whereby to assist you with a technical problem that you may be experiencing, we may ask you to fax, email or otherwise send through documentation which may contain names, addresses and pharmacy related information of your clients. We may also collect information about your clients when you move from or upgrade to a new platform not previously provided by Medication Knowledge. If either of these situations arise, once the issue has been resolved and the correspondence, information or data is no longer required we will destroy it in a secure and appropriate manner.

The kinds of information we collect and hold about patients

We may also collect your health information (including the details of medicines which you are prescribed, the name of your medical practitioner and the details of the pharmacist who dispenses your prescription medicines), either directly from you or from a third party who you authorise to disclose such information to us (for example, your medical practitioner, the dispensing pharmacists or other third parties who you authorise to disclose your personal information).

Prospective employees/applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you. 

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated).  Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (for example, positions which involve working with children).

How and why we collect your personal information

Medication Knowledge collects personal information reasonably necessary to carry out our business, to assess and manage our clients’ needs, and provide services including the services described at the beginning of this Privacy Policy. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you and/or third parties and managing client relationships.

We may collect your personal information in a number of ways, including:

  • directly from you when you provide information by phone, send us correspondence (whether by letter, fax, or email) or in documents such as a change of details form;
  • from third parties such as our related entities and business partners or your representatives;
  • from our records of how you use our products or services;
  • publicly available sources of information; and
  • professional registers.

If information collected is not consistent with information we have previously collected and we believe that the previous information is out of date or has been superseded, then we may amend our records so as to maintain the accuracy of our information.

Can you deal with Medication Knowledge anonymously?

If you choose not to provide certain information about you we may not be able to provide you with the service that you require, or the level of service that we endeavour to provide.

How we use your personal information

We may use your information in a number of ways, including:

  • to verify your identity;
  • to provide you with access to our services, which may include software and hardware support;
  • to administer and manage the services we provide to you and to charge and bill you for them, and collect any amounts you may owe us; and
  • to develop the software that we provide and our systems.

When we disclose your information

We may disclose your information to third parties who provide services to us. These services may include third parties we engage in order to provide our services, including contractors and service providers used for data processing, data analysis, information technology services and support.

We may also disclose your personal information:

  • to your pharmacist and medical practitioner in connection with the fulfilment and management of your prescriptions;
  • under Pharmacy related Professional Services as per agreements with such services;
  • to handle client enquiries; and
  • for mailing operations, billing and debt-recovery functions.

We may also disclose your information:

  • to your authorised representatives or advisers, when you ask us to do so; and
  • to law enforcement and national security agencies, and other government and regulatory authorities as required or authorised by law.

In these situations we prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it.

Other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

Does Medication Knowledge disclose your personal information overseas?

Medication Knowledge works predominantly with service providers located in Australia. It is likely that some of your personal information will be disclosed to overseas recipients as part of our notification service.

Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.

In circumstances where your information is disclosed to overseas recipients, those recipients are likely to be located in the United States, but other countries may also be relevant.

How do we hold personal information?

Your personal information is stored in hard copy or electronic databases owned and operated by ourselves which require logins and passwords to gain access to the information. Access to information stored electronically is restricted to staff whose job purpose requires access. We take reasonable steps to maintain the security of your information and require staff to maintain the confidentiality of client information.

How can you access or seek correction of your personal information?

You are entitled to access your personal information held by Medication Knowledge if you request this. To request access to your personal information please contact us using the contact details set out below.

You will not be charged for making a request to access your personal information but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

What should you do if you have a complaint about the handling of your personal information?

You may contact Medication Knowledge at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled. 

You may make a complaint about privacy to the us at the contact details set out below.

We will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week. 

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that Medication Knowledge may have breached the Australian Privacy Principles or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner.  The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 or by using the contact details on the website

How are changes made to this Privacy Policy?

Medication Knowledge may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

Our contact details

The contact details for Medication Knowledge are:

David Freemantle
Medication Knowledge Pty Ltd
20 Mollison Street
Abbotsford Vic 3067

Telephone (03) 9418 1800
Facsimile 1300 730 888
Fred Help 1300 731 888
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