Privacy Policy

Medly is a New Zealand health technology company operated by Medly Limited (NZBN 9429048551731), Level 2/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011. We help whānau find care and keep track of it. We are not a health provider: we do not diagnose, treat, or give clinical advice.

This policy is written to meet our obligations under the Privacy Act 2020 and the Health Information Privacy Code 2020. Health information is treated as sensitive throughout.

• What you say to Medly. If you use voice navigation, we collect the audio of your conversation and the transcript of it. This usually includes health information — your symptoms, why you need care, and who you want to see.
• Details needed to book. Your name, contact details, and the appointment you choose.
• Messages you send us. If you use a contact form or join a waitlist, we keep what you sent and your contact details.
• How this website is used. Pages viewed, approximate device and browser, referring site, and how far down a page you scrolled. This is used to understand what is and is not working on the site.

We do not collect information about you from anyone else, and we never buy personal information.

We ask before we record. Voice navigation records your conversation only if you have agreed to it. You can decline and still use Medly; you can withdraw your agreement at any time, and we will stop recording from that point.

We keep the recording and the transcript so that we can check Medly heard you correctly, resolve a problem if a booking goes wrong, and improve how well the system understands New Zealand voices, accents and te reo Māori. We do not use them for advertising, and we do not sell them.

You can ask us to delete your recordings and transcripts at any time — see "Your rights" below.

A voice conversation is handled by specialist providers. Each receives only what it needs to do its part:

• Deepgram converts your speech into text. It receives the audio.
• Anthropic works out what you are asking for. It receives the transcript. Anthropic does not use this content to train its models.
• ElevenLabs turns Medly's reply into speech. It receives the text of the reply.
• Supabase stores your data and handles sign-in, on servers in Sydney, Australia.
• The practice or provider you choose. When you confirm a booking, we send them what they need to see you — your details and the reason for the visit. We do not send them anything else.

Deepgram, Anthropic and ElevenLabs process information outside New Zealand and Australia. We only use providers that are contractually required to protect your information to a standard comparable to New Zealand law, and to use it only for the purpose we give it to them.

Your information is stored in Sydney, Australia. We chose that region deliberately, to keep New Zealand health information close to home rather than further afield.

The exception is the moment of processing described above: audio and text pass through Deepgram, Anthropic and ElevenLabs overseas while your conversation is happening.

• Recordings and transcripts: kept while your account is active, and deleted when you ask us to.
• Booking records: kept while your account is active, so you have a history of care you have arranged.
• Contact form messages and waitlist details: kept until you ask us to remove them.
• Website usage data: kept in an aggregated form that is not linked to you.

If you close your account, we delete your personal information unless we are required to keep something by law.

You can ask us at any time to:

• See what information we hold about you
• Correct anything that is wrong
• Delete your recordings, transcripts or account
• Withdraw your agreement to being recorded
• Explain how a decision or suggestion was reached

Email hello@medly.nz and we will respond within 20 working days, as the Privacy Act requires.

Information is encrypted in transit and at rest. Access is restricted to people who need it to run Medly, and access is logged. If a breach occurs that could cause you serious harm, we will tell you and notify the Office of the Privacy Commissioner, as the law requires.

Medly cannot help in an emergency. If someone is seriously unwell or at risk, call 111. For health advice, call Healthline on 0800 611 116 or contact your doctor.

Medly checks what you say for signs that you may need urgent help, and will tell you to seek it. That check is a safety net, not a clinical assessment, and it can miss things.

A parent or caregiver can use Medly on behalf of a child. If you are under 16, please use Medly with a parent or caregiver.

If we change how we handle your information, we will update this page and change the date at the top. If a change is significant, we will tell you directly.

Contact our privacy officer at hello@medly.nz, or write to Medly Limited, Level 2/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011. If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.

The Medly care coordination app has its own privacy policy at app.medly.nz/privacy. See also our Terms of Use.