How we protect your information

Pasifika Rise is a Pasifika-led telehealth service delivered by Pasifika Rise Limited (NZ company 9377587), alongside the Pasifika Rise Charitable Trust (registered charity CC64655). In this policy, "we", "us" and "Pasifika Rise" mean both, working together to provide your care.

We are the agency responsible for the personal and health information we hold about you. Our privacy contact is set out in section 11.

We collect information you give us, and information created during your care:

• Identity and contact details: your name, age, email, phone, and how you heard about us.
• Health information: what you tell us in your questionnaire and consults, your history, symptoms, assessments, diagnoses, and any plan or notes we make.
• Care record: appointment details, messages with our team, and correspondence with your GP or other providers.
• Payment information: handled through a secure third-party payment provider. We do not store your full card details.
• Technical information: basic, non-identifying website data such as the pages visited, used only to keep the site working well.

We use your information to:

• Review your questionnaire and decide if we can support you safely online.
• Provide your assessment, diagnosis, care and follow-up.
• Contact you to arrange and confirm appointments.
• Keep an accurate clinical record, as we are required to.
• Arrange payment for your care where a fee applies.
• Improve our service and meet our legal and professional obligations.

We use AI tools to reduce admin and waiting in the background. Any such use is overseen by our clinicians, kept within our secure systems, and never replaces clinical judgement or decides your care on its own.

Your health information is confidential. We only share it:

• With your GP or other providers, with your agreement, so your wider care stays joined up.
• With our clinical team and trusted service providers (for example secure booking, video and payment systems) who help us deliver care, under strict confidentiality.
• Where the law requires or allows it, for example a serious and imminent risk to someone's safety, or a lawful request we must comply with.

We never sell your information, and we do not use it for advertising.

Your information is held in secure, access-controlled systems with encryption in transit and at rest. Access is limited to people who need it to provide or support your care. Some of our trusted providers may store data outside New Zealand; where they do, we take reasonable steps to ensure your information is protected to comparable standards.

No system is ever completely secure, but we work hard to protect your information and to act quickly if anything goes wrong.

We keep health records for at least 10 years after the date we last provided you care, as required by the Health (Retention of Health Information) Regulations 1996. After that, we securely destroy or de-identify information we no longer need.

Under the Privacy Act 2020 and the Health Information Privacy Code 2020, you have the right to:

To use any of these, contact us using the details in section 11. We will respond as soon as we can, and within the timeframes the law sets.

This website keeps things simple. We use only what is needed for the site and our booking form to work, and basic, non-identifying usage data to keep it running well. We do not use advertising or third-party tracking cookies. Information you enter into the booking form is sent securely to our team to arrange your care.

We support tamariki and rangatahi, often with a parent or caregiver involved. Where a young person is being supported, we handle their information with the same care, and involve whanau in a way that is appropriate to the young person's age and situation.

We may update this policy as our service grows or the law changes. The current version, with its date, will always be here. Significant changes will be made clear.

For any privacy question or request, or to make a complaint, contact our Privacy Officer:

If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner at privacy.org.nz or call 0800 803 909.